Cancellation Policy

If you wish to change or cancel your custom order, please make sure you notify us within 3 days of placing the order. We will do our best to work with you, however, we cannot provide a refund if the work has commenced.

If we are able to provide a refund, please allow up to 14 days from the day you cancel the order for your account to be credited.

Security

Although no internet data transmission can be guaranteed to be 100% secure, we take all possible steps to protect personal information. Stripe (our e-commerce provider) maintains strict administrative, technical, and physical procedures to protect information stored on their servers, which are located in the United States. Please note that Stripe does not store any credit card details for purchases made through this or any other website. Access to stripe is via HTTPS which uses industry-standard Transport Layer Security/Secure Sockets Layer (TLS/SSL) to encrypt all data sent to and from their servers.

In the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the site.

Taxes and Duties

Jewellery prices are shown in Australian dollars (AUD) and are inclusive of GST. All online payments will be processed in Australian dollars. For those purchasing with a foreign currency, the amount billed to your credit card or debited from your bank account may differ to the price shown at the checkout due to currency conversion and any bank fees you may incur. Items entering a foreign country are subject to customs inspection and the assessment of duties and taxes in accordance with the national laws of that country. As the buyer, you are responsible for all duties and taxes incurred.

Returns and Exchanges

At this stage, we cannot offer returns or exchanges as each piece is custom-made for you at the time of order. Because of this, we ask that you choose carefully. If the item is a suprise or a gift and requires resizing or minor adjustment, please contact us. Resizing above or below 1 standard size may incur an additional cost due to additional metal and/or labour.

If you are returning a piece for resizing, adjustment or repair, please ensure it is returned in suitable packaging (bubble wrap or, ideally, in the box it arrived in) so that it is adequately protected whilst in transit. We will not be responsible for items that arrive significantly damaged or broken. Please ensure you send your item via secure post (either registered mail or with added insurance) as we will not be liable for lost or stolen items dispatched by you. Returns must be made by Express Post (domestically) or Registered Post (internationally). Suzi Zutic Jewels will not be responsible for return shipping costs nor duty reimbursement in the case of international purchases (other than for faulty items).

Warranty and Repair

We stand behind our craftsmanship and pride ourselves on the quality and time dedicated to each piece we create. Repairs will be assessed on a case-by-case basis and, in some instances, may incur a fee. Please keep in mind that jewellery and gemstones are delicate and should be handled carefully. Any breaking from mishandling or wear and tear in the course of normal use are not considered faults. Please see the Jewellery Care instructions on our website for further information on how to look after your jewellery. We are committed to making our customers happy so please contact us as soon as possible if you experience any issues with your purchase.

Faults and Damages

If an item arrives to you faulty or broken, please notify us immediately and we will either repair or replace the item. If you purchased an item through a stockist, please visit the stockist the item was purchased from and follow their returns policy.