Please note: Each portrait is up to the artist's discretion and will not be subject to revisions. Custom Pet is non-refundable. If you have any questions before purchasing, please email hello@susanalexandra.com.

Custom Pet Portrait products are made by hand to order.

Current delivery windows are as follows:

Custom Pet Portrait Bag: 6-8 weeks

Custom Pet Portrait Necklace: 4-6 weeks

Custom Pet Portrait Candle: 2-4 weeks

If you order a Custom Pet Portrait Candle in addition to a non-Custom Pet product, please note that you will receive multiple shipments. Please reach out to hello@susanalexandra.com with any questions about your order!

Custom Pet products are excluded from promotional sales. 

How do I check the status of my order?

Please note that most of our items are made to order and require 7-14 business days to complete. 

Once your order is shipped, you will receive a confirmation email that includes a tracking number. If you have not received this email, please feel free to contact hello@susanalexandra.com to check on the status of your order.

What if my product(s) are damaged upon arrival?

Oh no! That's not good! Please email us right away at hello@susanalexandra.com with your order number in the subject line of the email!

I never received my package. What should I do?

Please contact us at hello@susanalexandra.com if you do not receive your package after a reasonable period of time. Susan Alexandra is not responsible for packages once they have been consigned to a carrier for delivery to your shipping address. However, we would be happy to contact the carrier to inquire after your package.

Susan Alexandra is not able to refund or replace stolen packages that have been confirmed as delivered. Please ensure your delivery address is correct and secure!

How do I cancel my order? Cancellations can be made up to 24 hours after an order is placed. We cannot cancel after that time.

Items that are listed and purchased as pre-order require additional time to complete! Your selected method of payment will be charged upon checkout and the item will be shipped within the selected time frame stated in the product's description.
Should you need to receive your order before the stated completion date, please reach out to hello@susanalexandra.com and we will do our very best to accommodate your request!

We offer complimentary domestic shipping on all orders over $200! Please note that at this time, we cannot ship to PO Boxes or any FPO/APO addresses.

Shipping Times

Please note that most of our items are made to order and require up to 3 weeks to complete. 

All domestic (US) orders will be processed and shipped via UPS within 3 weeks of order confirmation unless otherwise indicated in item's description. 

If we have current stock of your item(s), we will ship them out as quickly as possible.  

Expedited Orders

If your order is a rush, please contact us at hello@susanalexandra.com and we will do our very best to accommodate your request!

Domestic Returns

All unused full-priced merchandise can be returned for store credit or exchange within 14 days of delivery. Items must be returned to us in original condition in order to receive credit.

Please note all jewelry and any custom Susan Alexandra items are FINAL SALE and not eligible for returns or exchanges of any kind.

How To Initiate A Return Or Exchange

1. Should you need to return your product within 14 days of delivery, please email hello@susanalexandra.com with the order number in the subject line of your email. 

2. A customer care representative will reply to you within 1-2 business days regarding next steps in returning your order. Please note that return shipping is at the expense of the customer. 

3. Please use the original packaging included in your shipment to return any item(s).

4. Once our team has approved the returned stock, your refund will be credited in the form of store credit or exchange within 5-10 business days. Store credit can only be used for full priced items.

Items Purchased via Temporary Promotions

Unless otherwise indicated, any items that are purchased with a discount code may NOT be returned for an exchange or Susan Alexandra store credit.

Sale/Markdown Items

All sale items on Susanalexandra.com are not eligible for return or exchange. 

Sample Sale Items

Unless otherwise indicated, any items that are purchased during a Susan Alexandra sample sale are FINAL SALE and not eligible for returns or exchanges of any sort.

Susan Alexandra provides complimentary international shipping on orders over $360! 

Under $360 Orders

International orders under $360 are charged a flat $50 shipping fee, which is separate from any duties and import taxes that are the responsibility of the customer.

Import & Duties

International shipments may be subject to additional customs, duties and fees, all of which are the full responsibility of the recipient. These fees may vary from country to country and shipping delays may occur due to customs.

Shipping Times

Please note that most of our items are handmade to order and require up to 3 weeks to complete. 

All international orders will be processed and shipped via UPS within 3 weeks of order confirmation unless otherwise indicated in item's description. 

If we do have current stock of your item(s), we will ship them out as quickly as possible.  

International orders may experience delays caused by customs. These notifications can be accessed through the tracking number provided in your final confirmation email.

Expedited Orders

Should you need to expedite your order, please reach out to hello@susanalexandra.com and include your order number in the subject line of the email. We will do our very best to accommodate your request.

Please note that costs associated with orders that are expedited are the full responsibility of the customer. A member of our team will let you know what the shipping cost will be prior to sending you a separate invoice for shipping charges.

Returns

1. Should you need to return your product within 14 days of delivery, please email hello@susanalexandra.com with the order number in the subject line of your email. 

2. A customer care representative will reply to you within 1-2 business days regarding next steps in returning your order. Please note that return shipping and any duties and import taxes associated with an international return are at the expense of the customer. 

3. Please use the original packaging included in your shipment to return any item(s).

4. Once our team has approved the returned stock, your refund will be credited in the form of store credit or exchange within 5-10 business days. Store credit can only be used for full priced items.

Please note all jewelry is FINAL SALE.

Please note that return shipping and any duties and import taxes associated with an international return are at the expense of the customer. 

If you are interested in creating a custom Susan Alexandra bag, please fill out this Custom Bag Inquiry Form here. Someone from our team will respond within 48 hours. 

Unless otherwise specified, any custom Susan Alexandra orders are FINAL SALE and will not be eligible for returns or exchanges. Thank you for your understanding!

Klarna allows for you to split your payment into manageable installments! Get more info on how it all works here!

Please be mindful that our jewelry is delicate. Our painted clasps and painted charms are not meant for prolonged wear. We suggest avoiding direct contact with water, perfume, and lotions, as it may lead to tarnishing or discoloration. All jewelry is nickel-free.

Susan Alexandra is not responsible for packages that are lost in transit. We advise you to select a secure shipping location and triple check that your shipping address is correct. If you need to make a change to your shipping address, email us at hello@susanalexandra.com as soon as possible. We can amend the address as long as the package has not left our facility. We cannot reroute a package once it has shipped. If your package goes missing or is stolen, please notify us immediately so that we can file a claim with UPS. 

All orders ship with delivery confirmations which can be used to track your package. We are unable to provide tracking information beyond that supplied by the carrier. 

Susan Alexandra does not offer shipping to PO BOXES.