Can I Exchange or Return an Item?

If you are not satisfied with your purchase, the time window in which you can exchange an item lasts 14 natural days, starting from the day the you have received the order.

ATTENTION: For hygiene reasons, returns of earrings will not be accepted.

You can exchange your Susi Cala Jewel for any of these reasons:

    • I’d like to change the size
    • The product is not what I expected
    • I received my Susi Cala in poor conditions

The products must be sent in perfect condition and show no evident signs of being used or else no exchange or return will be carried out. Returns must be sent to our offices. It is your responsibility to provide adequate packaging to make sure that the items arrive to us in perfect conditions. In the Return Form we will give you our address for the delivery. The client must ensure that the package arrives at our office without suffering any damage or loss. If the items are received in poor conditions, we won’t proceed to make the exchange.

Our Apologies but refunds are not allowed.

 

How can I demand an Exchange?

Fill up the Susi Cala Returns Form and we will inform you with the following steps. Remember you have 14 natural days, starting from the day the you have received the order.

For exchanges, the new item will be shipped to you with a return service: this means the courier will deliver the new item and pick up the one to exchange.

 

Are returns free?

Exchanges are free for orders within Spain.

For orders outside of Spain, the customer must pay the shipping costs to return the items.

If you want to exchange an item for a different one of a different amount, the difference will be paid or charged by bank transfer or PayPal.

If you have any questions and need help you can always contact us, we’ll be happy to help you.

 

What do I do if I received the wrong order or my Susi Cala is defective?

First of all, our Apologies! Please send us an email to [email protected] with your order number and a photo of the defective or incorrect piece. We will contact you and resolve it as soon as possible.