Shop Policies

Welcome to Susabella and thanks for visiting our shop! Susabella specializes in personalized, handmade ceramic items for weddings, baby and home. Our items typically take about 1-2 weeks to make. Some are much faster and some pieces take a bit longer, please view the individual item for the approximate lead time. Every piece is handcrafted so no two items are the same. Check back soon for even more products!

Our customer service hours are 9am-5pm (PST) Monday - Friday. We try to get back to customers as soon as possible!

Returns and exchanges

We gladly accept returns, exchanges, and cancellations for non-personalized items

Contact us within: 7 days of delivery

Ship items back within: 30 days of delivery

Request a cancellation within: 12 hours of purchase

The following items can't be returned or exchanged:

Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:

  • Custom or personalized orders
  • Perishable products (like food or flowers)
  • Digital downloads
  • Intimate items (for health/hygiene reasons
  • Items on sale

Questions about your order?

Please contact info@susabella.cm if you have any problems with your order.

Returns and exchange details:

We love our customers and want you to be 100% happy with your experience. We do not accept exchanges or returns because of the customization of our items. However, 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!

We do accept returns on some non-personalized items which will be charged a 15% restocking fee.

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Jewelry Policy:

If your piece breaks or becomes damaged within the first 60 days of item delivery then we will replace or repair it for you.

Payment

We accept all major credit cards and PayPal.

Please note that you do NOT need a PayPal account to use PayPal. You can pay directly through PayPal with your credit or debit card.

Please follow the link in your order through to the Paypal site to complete your transaction. Your order is not completed and won't be processed until then. You will receive an email and receipt from Paypal confirming your payment has been made.

E-checks can take up to a week or more to clear through Paypal. Please allow time for this to happen before your order is filled and shipped.

If you have any questions about the payment process please message us at info@susabella.com

Shipping

Holiday Postal Delays:

We cannot refund or remake an order for a shipping delay unless USPS/FedEx officially claims the parcel as lost. Due to the new USPS regulations transit times will be longer than initially expected.

U.S. Orders:

We ship almost all of our items USPS Priority mail, which usually takes 2-3 business days to arrive (per USPS guidelines). If you require tracking or other shipping services please let me know and payment for rush shipping can be arranged.

International Customers:

International orders can take up to 14-21 business days or more to arrive. If you need your order sooner, please contact us for upgraded shipping options.

Please note: for customers outside of the U.S., there may be additional fees due upon receipt. If you would like to include a phone number on your package, please let us know in the notes to seller section at checkout. 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.

Additional policies and FAQs

Lead Time:

Our items typically take about 1-2 weeks to make. Some are much faster and some pieces take a bit longer, please view the individual item for the approximate lead time. We ship almost all of our items USPS Priority mail and it can take 2-3 days to arrive (per USPS guidelines). If you require other shipping services please let me know and payment for rush shipping can be arranged. Please note that we are not responsible for lost international packages.

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Personalization:

Please specify the personalized message or initials in the personalization section of the order. If you forget to add the personalized text, please send a message with your invoice number and the custom text you would like. 

Please enter any personalization information required (names, date, verse, sentiment, template color change) 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 contact you with any questions.

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Happy Customers:

We love our customers and want you to be 100% happy with your experience. We do not accept exchanges or returns because of the customization of our items. However, 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 customer service hours are 9am-5pm (PST) Monday - Friday. We try to get back to customers as soon as possible!