Please specify the personalized message, initials, or any other requests in the personalization section on the product page or in the order notes section of your cart.

Please enter any personalization information required (names, date, verse, sentiment, birthstones, intials, etc.) in this section. Please CHECK ALL SPELLING AND GRAMMAR, we are not responsible for those errors (including spell check errors). Please double check your text before and after the order is submitted. We will use the exact text that is provided to us. Once your order is received, you will receive an order confirmation by email. We will be sure to contact you if we have questions.

If you forget to add the personalized text, please send us a message ASAP with your invoice number and the custom text you would like. Then we can add to your order, no problem!

We are happy to send any gift directly to the recipient! If you would like to add a gift note in the package, please include it in the "Add order note" section of your cart and make sure to note who the gift is from.

We do not include any receipt or order information in the package.

All jewelry comes with a beautiful Susabella gift box - ready to give. Most other items can have a gift box added to the order. Please note that a gift box is unavailable for some items. Check the listing description for mention of gift box before adding a gift box to your order.

No, we are not able to proof read each order. Please CHECK ALL SPELLING AND GRAMMAR, we are not responsible for those errors (including spell check errors). Please double check your text before and after the order is submitted. We will use the exact text that is provided to us. Once your order is received, you will receive an order confirmation by email. If you do notice any errors after order, please let us know ASAP.

If you have any updates to your order, please contact us ASAP with your request and order or invoice number.

Due to the creation process, updates to your item personalization must be sent to us within 12 hours of placing your order. We must know ASAP so we can make the change before your item enters production.

Updates to the shipping address can be made up until the order is marked as shipped and the tracking information is sent to your email.

No problem - we understand these things happen! Please contact us within 12 hours of placing an order so we can cancel it before the item enters the production process.

If possible, let us know why you need to cancel as we may be able to help find a solution. Many need to cancel becuase they worry about their item arriving in time for an event. We are able to rush the production process for most items.

Please view the individual item for the approximate lead time. Non-personalized items are ready to ship in about 1-3 business days. Jewelry is ready to ship in 1-2 business days. Personalized items are ready to ship in about 1-2 weeks. We'll send an email with the tracking information once your order ships so you can keep an eye on the delivery progress.

Standard domestic shipping takes about 3-7 business days to arrive. We ship most domestic items USPS First Class or UPS with upgrade options for USPS
Priority Mail or FedEx which takes about 1-3 business days.

Standard international shipping can take 14-21 business days or more. We ship most standard international orders with UPS with upgrade options for FedEx International and USPS. Upgraded international shipping is faster than standard and transit time depends on location.

Actual delivery times vary by season and demand. Some exceptions apply.

If you are concerned about receiving your item in time, please let us know the date you need it by so we can make sure it get it out ASAP for you.

We are happy to submit a claim and send a replacement for orders lost in transit. We cannot refund or remake an order for a shipping delay unless the shipping provider (USPS, UPS, FedEx) officially claims the parcel as lost in transit. Due to the new USPS regulations transit times may be longer than initially expected, especially during the holiday season.

On the rare occasion an item arrives broken in transit, please let us know ASAP so we can submit a claim for the loss and start production on a replacement. If possible, please document the damage by taking photos of the item, shipping box, and shipping label. Then send us the photos and info. in a message so we can assist you ASAP.

If your order has been marked as delivered but you didn't receive it, please let us know. We recommend contacting the delivery provider with your tracking information. The post should be able to look up exactly where the package was delivered by GPS location. We also recommend checking with neighbors. A lot of times packages are delivered to the wrong address by accident.

For customers outside of the U.S., there may be additional fees due upon receipt. We do not know if or when a package will be charged or taxed, and we are not legally authorized to assess or collect VAT, duty or other import taxes on behalf of the destination country. All duties, VATs, or other taxes to be collected at the time of delivery will be arranged between the recipient and the delivering postal entity - Susabellas is not responsible for any fees assigned at that time.

We accept returns, exchanges, and cancellations for non-personalized items. Returns will be charged a flat fee and restocking fee based on the item. We are not responsible for the return shipping.

To return a non-personalized item, please contact us within 7 days of delivery and ship the item back to us within 30 days of delivery.

Because our personalization process is permanent, we cannot accept returns or exchanges of personalized or custom items.

Other non-returnable items include perishable products (like food or flowers), digital downloads, intimate items (for health/hygiene reasons), or items on sale.

We love our customers and want you to be 100% happy with your experience. We cannot accept returns for personalized items, but if you are not satisfied please contact us within 5 business days of receiving your order and we'll do our very best to make you happy!

Our jewelry is high-quality and made for everyday use, but extreme wear can effect its lifespan. We do not recommend sleeping, swimming, or bathing while wearing jewelry. Try to keep your item dry and clean so it can stay its best for years to come.

As per our Susabella Jewelry Policy, if your piece breaks or becomes damaged within the first 90 days of item delivery then we will replace or repair it for you. After 90 days, we can offer a discounted
replacement.

Other non-personalized jewelry returns for reasons other than damage will be charged a flat fee and restocking fee based on the item. We are not responsible for the return shipping.

If you need an item for an upcoming event, please add the date you need it by in the order notes of your cart or in a message before or after purchase.

Both production time and shipping time need to be considered when estimating arrival times.

Please view the individual item for the approximate production time. Non-personalized items are ready to ship in about 1-3 business days. Jewelry is ready to ship in 1-2 business days. All other personalized items are ready to ship in about 1-2 weeks.

Standard domestic shipping takes about 3-7 business days to arrive. We ship most domestic items USPS First Class or UPS with upgrade options for USPS
Priority Mail or FedEx which takes about 1-3 business days.

Standard international shipping can take 14-21 business days or more. We ship most standard international orders with UPS with upgrade options for FedEx International and USPS. Upgraded international shipping is faster than standard and transit time depends on location.

If you are still concerned a personalized item may not arrive in time, we highly recommend checking out our ready to ship collection. These items are ready to ship in just 1-3 business days.

Please specify the personalized message, initials, or any other requests in the personalization section on the product page or in the order notes section of your cart.

Please enter any personalization information required (names, date, verse, sentiment, birthstones, intials, etc.) in this section. Please CHECK ALL SPELLING AND GRAMMAR, we are not responsible for those errors (including spell check errors). Please double check your text before and after the order is submitted. We will use the exact text that is provided to us. Once your order is received, you will receive an order confirmation by email. We will be sure to contact you if we have questions.

If you forget to add the personalized text, please send us a message ASAP with your invoice number and the custom text you would like. Then we can add to your order, no problem!

For an individual, the first initial is the first name, the middle larger initial is the last name and the third initial to the right is the middle name. So Amy Beth Smith would be aSb.

For a couple, the middle initial is for the last name and the two smaller initials on either side are for the couple's first names.

Since our items are made by hand, we are only able to send a digital proof of the provided text.

If you would like a proof or to confirm your text, please include that request in your order notes or send us a message.

Since all our items go straight from the kiln to the shipping department, we are unable to send a photo, but we will add the text exactly as it is written in the order notes. Please contact us if you have any concerns about your order.

Most jewelry can have an additional birthstone or charm added for an additional fee. Please contact us if you would like to add more to your item so we can assist you further.

Our engraved initial leaf charms can only fit a single initial letter. If you would like more than one initial, we reccommend adding additional leaves.

For directions on our signature painting pens, please click here.

Our standard keepsake text color is a deep brown/sepia. It looks really nice with the white box and gives it a timeless and classic look.

If you would like a different text color, please let us know. We may be able to add a different text color for an additional fee.

Our ceramic pieces themselves are only available in our standard white or off-white color (shown in the listing) due to the clay and glaze we use,

All our glaze and clay is non-toxic, lead-free and food safe.

We recommend gently handwashing any items with a soft cloth and mild soap.

We do not recommend placing our items in the dishwasher or microwave.

You do not need to request a custom order if you are only personalizing or making slight modifications to the text. Just add your customization or requests in the personalization section when ordering.

If you would like something drastically different than what is shown in the listing or would like to add significantly more text to an item, please contact us before ordering. There may be limitations or additional fees depending on the item.