Frequently Asked Questions
PURCHASE GUIDE
All creations accompanied by an “ADD TO CART” button can be purchased online.
You may also complete your purchase by calling our Client Relations Center at 800.772.2772.
You may purchase a maximum of three creations in one order.
Our Ready-to-Ship collection creations are available immediately for your enjoyment and pleasure. Our entire collection is proudly offered custom made just for you and your order will be individually artisan-made by the finest jewelers in the world. Each design specifies a lead time for your custom personal treasures. Please feel free to contact our Client Relations Center with any questions you have.
Our personal advisors will be delighted to assist for any update of your order by phone or email.
Custom order production is commenced within 7 days of receipt of order and any cancellation must be received within that 7-day period.
DELIVERY
Online and phone orders may be delivered to the USA only.
You may get an estimated delivery date once your selection is in your basket.
– All Fine Jewelry shipments are sent via Federal Express Overnight Delivery and an Adult Signature is required.
– Fine Jewelry Travel Accessories are shipped via FedEx Ground: 5-9 business days.
Susan Dunn Fine Jewelry shipping is complimentary.
Your order may be delivered to your workplace and holiday residence. Susan Dunn Fine Jewelry does not deliver to P.O. Boxes, APO/FPO addresses, hotels, hospitals, freight forwarders or directly to UPS and FEDEX store locations. Please note that a signature from an adult will be requested at the time of delivery.
To protect your Fine Jewelry order in transit, you will receive a tracking link to the email provided at checkout once your order has been shipped. You will also be contacted by one of our personal service advisors prior to shipping to confirm that you will be available for the delivery. Of course, you may also contact one of our personal advisors by phone or email for assistance.
An adult signature is required upon receipt of your package. Please note, Federal Express enables ID scanning functionality for deliveries in the US, which requires an adult signature.
PAYMENT
We accept the following payment methods:
– Credit Card: American Express, Visa, Mastercard, Diners, JCB (CB, Maestro), China UnionPay and Discover cards are accepted
– Bank transfer for phone sales
You may contact one of our personal advisors by phone, email or chat for more information.
All transactions placed on www.susandunnfinejewelry.com are secured thanks to the HTTPS protocol and encrypted to protect your information.
RETURN & EXCHANGE
Susan Dunn Fine Jewelry does not accept Returns.
Ready-to-Ship creations purchased online or through our Client Relations Centers can be exchanged within 14 days from the delivery date. The exchange can consist of a replacement Ready-to-Ship Creation, a Custom Order, or a Gift Card.
To qualify for any exchange, the following conditions need to be met:
– The creation must be exchanged in a new and unworn state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original packaging, including all accessories and documents, and accompanied by the appropriate sales slip.
– The creation does not have any personal engravings and has not been altered from its original condition (resized, and/or modified)
– There are no exchanges on Custom Orders.
This policy applies to online and phone orders.
Susan Dunn Fine Jewelry accepts exchanges for Ready-to-Ship creations via Federal Express exclusively.
Ready-to-Ship online orders and phone orders placed through Client Relations Centers are eligible for an exchange if they are sent back within 14 days after delivery.
Exchanged creations must be presented in the same condition as when they were received: unworn, undamaged, unaltered, and with the original tags, packaging and proof of purchase. Products that do not meet this policy will not be accepted and will be sent back to you.
Please call Client Relations to initiate the exchange process at 800.772.2772.
Kindly prepare the creations in the original presentation box and ensure they are in perfect condition with all their packaging and accessories.
Instructions and a complimentary shipping label will be provided.
This above policy applies to only to Ready-to-Ship online orders and phone orders placed through Client Relations Centers
We do not accept returns.
A client or a recipient of a gift from the Susan Dunn Fine Jewelry Ready-to-Ship program may exchange it within 14 days following delivery. Exchanges can consist of a replacement Ready-to-Ship Creation, a Custom Order, or a Gift Card.
If the gift recipient chooses to exchange their gift, they will be entitled to a gift card credit of the difference, should the gift recipient choose a Susan Dunn Fine Jewelry creation of lesser value. If the returned product is less expensive than the exchanged item, the gift recipient will be charged the difference in price.
PACKAGING
Each Susan Dunn Fine Jewelry creation is packaged in our custom Signature Embossed Wood Case and swaddled in our Signature Waterfall-Patterned Drawstring Cover. Our remarkable and unique packaging will delight all, and reflects our quest for superb detail, elegance, and originality. |
For gifting occasions, you may include a personalized message with your package.
You may either:
- Enter your message during Checkout or
- We will Handwrite your message on a complimentary Susan Dunn card
CARE & REPAIR
We invite you to visit our care advice section, where you will find care instructions for all of your creations and their precious stones and materials. For further information, please contact one of our personal advisors by phone or email.
Please contact our personal advisors who will be pleased to advise you on the appropriate service. Please note, any kind of work or alteration completed outside of our workshop risks damaging or altering the integrity of your creation.
SIZE GUIDES
We invite you to explore our icon size guides for High Pave, High Pure, Rain and Signature Collections. Size guides are available for our signature Chain Bracelets on the product pages.
AUTHENTICITY
Each Susan Dunn Fine Jewelry creation comes with a certificate of authenticity.
MY SUSAN DUNN FINE JEWELRY ACCOUNT
Creating an account will allow you to track your online order directly. It will also allow you to save time during the checkout process.
If you have forgotten your password, please click on the log-in section in the upper right-hand corner of the website and click on “Forgot your password?” You will receive an email with further instructions. Please check your inbox and click on the link provided in the email to reset your password.
If you wish to delete your account, please call our personal advisors or make a request via our online form.
Susan Dunn Fine Jewelry collects information about you when you interact with us online or via our client relations center by phone. For further information about how we use the information we collect from you and how we share, protect, and your information and for further information about your rights, please see our Privacy Policy.
Our websites, mobile applications and other digital platforms use cookies in accordance with our Cookie Policy. Our Cookie Policy explains how we collect, use, disclose and transfer the personal information that you provide us on our platforms, contact the Susan Dunn Fine Jewelry client relations center by phone, or when you interact with us over social media platforms.
Any Questions?
Our personal advisors would be delighted to assist you.
Contact Us:
concierge@susandunnfinejewelry.com
800.772.2772
Monday to Friday: 9am-9pm PST
Saturday:10am-5pm PST, Sunday: Closed