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Terms of Use


Welcome to the susancaplan.co.uk website. The terms and conditions which apply to our website are set out below in this document.

  1. Definitions

    In these terms:- Susan Caplan, susancaplan.co.uk, we, our, us means Susan Caplan; You, your, or the customer means the person or firm or limited company or other entity visiting and/or using this website.

  2. Notice

    By entering this website and/or placing an order, you agree unconditionally and irrevocably to be bound by the terms and conditions set out below. If you do not agree to these terms and conditions you may not use or access the website susancaplan.co.uk.

    Susan Caplan has taken reasonable endeavours to ensure that all details, descriptions, and prices of products appearing on susancaplan.co.uk are correct at the time displayed. The images and colours shown may vary according to the monitor being used by you. We do not guarantee that the colour of any item shown or displayed is accurate. All sizes given are approximate sizes. The content of our website may contain inaccuracies or typographical errors.

  3. Disclaimer and exclusion of liability

    We give no warranty or representation, express or implied,

    1. that the goods displayed for sale are reasonably fit for any particular purpose, or are of reasonable merchantable quality;

    2. that all applicable laws have been complied with;

    3. that our website is compatible for use with your equipment, software, hardware or telecommunications system;

    4. as to the completeness, truth, reliability, or accuracy of any statement or content on our website;

    5. that we have not infringed the rights of any third party.

    Any reliance you place on the use of such information or the information itself is entirely at your own risk.

    In no event shall we be liable for any loss or damage suffered by you including without limitation any indirect or consequential loss howsoever arising out of or in connection with the use of this website.

    Should any claim be made against us in respect of the sale of any item or product, you agree our liability shall be restricted to, and shall not exceed, the purchase price paid by you for the item or product purchased by you.

  4. Right to Vary

    We reserve the right at all times to make improvements to our website and to vary or change these terms and conditions or the content of our website as we determine in our sole and absolute discretion. By using susancaplan.co.uk after any such variation or change you agree unconditionally and irrevocably to be bound by the terms and conditions as varied or changed. We may modify or withdraw items or products previously for sale

    on susancaplan.co.uk with or without notice to you. We shall not be liable to you or any third party for any changes to or withdrawal of items or products for sale on susancaplan.co.uk. In addition we may withdraw or amend the descriptions of any items or products for sale at any

    time. Your continued use of susancaplan.co.uk following such changes shall be deemed to be your acceptance of such change.

  5. Payment Methods

    You must pay us the full price of the items or products ordered by you at the time you place that order. Delivery will not be effected by us until we have received payment from you or from a third party on your behalf in full and in cleared funds for all items or products ordered by you.

    If an item you wish to buy is sold out, please email customercare@susancaplan.co.uk for stock availability. If we do not have an item or product ordered by you we may offer you an alternative item or product. If that occurs, you may accept the alternative item or product, or cancel your original order, or proceed with your order excluding the item or product which is not in stock. If we owe you any money as a result of this occurring we shall refund you as soon as is reasonably practicable, but in any event no later than 28 days from the date on which your order was received by us.

    We only accept payment in Pounds Sterling (£GBP). If payment is made with a foreign currency denominated account, the amount will still be taken in Pounds Sterling (£GBP) at the conversion rate that is applied by the relevant payment scheme at the time of processing the order. Any information provided by us regarding exchange rates of currency is approximate only and may vary from time to time.

    All bank charges or commissions relating to any payment made by you must be borne and met by you, irrespective of the method of payment you use.

    All payments due to us must be made by you without retention, set off, deduction, or counterclaim, all which rights are expressly waived and discharged by you.

    We accept all major credit cards.

  6. The Gift Card (referred to in these terms and conditions as the Card)can be purchased as:

    1. a physical Card from www.susancaplan.co.uk.

    2. a virtual Card via www.susancaplan.co.uk.

    3. The Card is at all times the property of the issuer of the Card.

    4. The Card can be used to purchase any item for sale at www.susancaplan.co.uk. The Card cannot be used in any store where Susan Caplan is offered for sale.

    5. The initial opening balance for the Card can be paid by any of the means of payment accepted but not by means of another Gift Card.

    6. The balance on the Card shall not at any time be refunded, or exchanged for cash except:

      1. within 28 calendar days from the date of purchase in the case of a physical Card purchased

      2. within 28 days from the date of purchase by www.susancaplan.co.uk in the case of a virtual Card.

        The price paid for the Card shall be refunded using the same means of payment used to purchase the card. The original receipt and order number must be provided in order for a refund to be processed.

        6.6 The Card is valid for one year from purchase date.

        Promotion & Offer Codes

        1. Only one code can be used per transaction.

        2. Codes can only be applied to full price items excluding Chanel.

        3. Discount codes do not apply to sale items or already discounted products.

        4. Codes are non-transferrable and no cash alternative is available.

        5. Orders must be made prior to 23:59 GMT on the closing date, if specified.

        6. All offers are subject to stock availability.

        7. Offers are subject to change at any time.

        8. Susan Caplan reserves the right to alter, amend or foreclose this discount without prior notice.

        9. All other Susan Caplan Terms & Conditions apply. 

  7. Privacy Policy

    Susancaplan.co.uk complies with the General Data Protection Regulation ((EU) 2016/679) (GDPR) and its obligations. This is further detailed in our separate Privacy Notice located on our website.

  8. Conditions for Placing an Order

    Orders are processed using a valid credit/debit card, which may be subject to validation checks and authorisations by the card issuer. If the card issuer does not for any reason authorise payment, we will not be liable for any delay or non-delivery. All prices are inclusive of V.A.T. in the UK at the current rate.

    When you order an item or product from susancaplan.co.uk you agree unconditionally and irrevocably to buy it for the price stated. You place the order for your items by e-mail by pressing the ‘confirm order’ button at the end of the checkout process. We will send you an order acknowledgment by e-mail detailing the items or products you have ordered. This is not to be deemed or construed as an acceptance of your order. It is simply part of the order process that we follow. If we are unable to fulfil your order we will contact you by e-mail advising you about this. When your product is shipped we will send a dispatch confirmation by e-mail.

    When ordering and purchasing your items all details you provide must be accurate, true, current and complete in all respects. The credit/ debit card you are using must be your own and there must be sufficient funds in your account to cover the payment for your order(s). Anyone providing an incorrect or fictitious order will be reported to the relevant authorities and may be prosecuted.

    All customers must be over 18 years old.

    We retain the title to and legal ownership of all items and products until full payment has been made and received by us in cleared funds.

    If any payment is refunded to you, we will regain title to and legal ownership of the items and products on the date the refund is paid.

    Non acceptance of an order may be the result of the following:

    -The product you ordered being unavailable from stock.

    -Our inability to obtain authorisation of the payment.

    -A product description or pricing error.

  9. Delivery + Costs (for UK orders)

    We will use reasonable endeavours to process (not deliver) your order within 24 hours of receiving your order. The time for delivery is not guaranteed by us.

    Standard UK is £4.95 on orders less than £200 and FREE on orders over £200. Your order will be delivered via the most suitable carrier, depending on weight and size. This can take up to 2-3 days after placing an order. Your order can be delivered any time between 7am and 9pm and a signature may be required upon receipt. The carrier will leave a calling card if you are unavailable to accept delivery of your goods.

    The cost of Next Working Day Delivery is £8.95. If you require this service and order by 2pm on Monday to Thursday you will receive your goods the next day. If you require this service and order your goods on a Friday, Saturday, or Sunday you will receive your goods the following Tuesday. Orders placed on a Bank Holiday requiring this service will be delivered 2 working days later. Your order can be delivered any time between 7am and 9pm and a signature may be required upon receipt. The carrier will leave a calling card if you are not available to accept delivery of your goods. Please follow the re-delivery instructions. The package will be returned to us if you do not follow the re-delivery instructions. In these circumstances you will be required to pay the re-delivery charges before we attempt to re- deliver the items or products to you.

    If you require your goods to be delivered on a Saturday, you can select our Guaranteed Saturday Delivery at a cost of £8.95. If you require this service and order by 2pm on a Friday, you will receive your goods by 1pm the next day. Orders placed on a Bank Holiday requiring this service will be subject to Royal Mail’s Bank Holiday terms and conditions.

    We will use reasonable endeavours to deliver items or products ordered by you within the estimated timescales. However delays are occasionally inevitable due to unforeseen factors or events out of our control, for example extreme weather, flood or

    fire. Susancaplan.co.uk shall have no liability to you or any third party for any loss you or a third party may suffer as a result of any delay or failure to deliver the items or products within the estimated timescales.

    We offer free Standard delivery for orders to a single address in the UK. This free service will not apply if multiple items are purchased and sent to multiple addresses.

    We do not deliver on a Bank Holiday. All delivery costs are non refundable.

    To ensure the secure delivery of your order susancaplan.co.uk does not deliver to P.O boxes.

  10. Delivery + Costs (For international orders)

    We will aim to process (not deliver) your order within 24 hours of receiving your order. The cost for international shipping will be £28 for Europe, £35 for Canada / US and Worldwide. These charges exclude custom and duty charges.

    We offer free standard international shipping on orders over £350 to a single address.

    Please allow up to 4 days delivery.

    International shipping carriers may be used to effect delivery. A calling card will be left if you are not around to accept delivery of your goods. Please follow the re-delivery instructions.

    The package will be returned to us if you do not follow the instructions. In these circumstances you will be required to pay the re-delivery charges before we attempt to re- deliver the items or products to you.

    We will make every endeavour to deliver goods within the estimated timescales. However delays are occasionally inevitable due to unforeseen factors or events outside our control, for example extreme weather, flood or fire. Susancaplan.co.uk shall have no liability for any delay or failure to deliver the products within the estimated timescales.

    We do not deliver on a Public Holiday. All delivery costs are non refundable.

    Please note our free delivery service applies to UK orders only and not to any orders to be delivered out of the UK.

  11. Returns/Refunds

    We hope you are delighted with every order from www.susancaplan.co.uk. However, if you are not completely satisfied with your item(s), you have 14 days from the delivery date to return your order for a refund, exchange, or credit note, valid for 12 months.  Items received outside this period will not be refunded and will be returned to you.

    Please be aware we cannot accept returns or claims for Susan Caplan pieces bought from other retailers or third-party sites.

    Hygiene and Condition of Items

    To maintain the highest standards of hygiene and ensure all customers receive quality products, we strictly enforce the following condition for returns.

    Post earrings cannot be returned or exchanged. 

    All returned items must be unworn, and in their original condition, and in original packaging.

    If a returned item is found to have visible signs of wear, it will be rejected and sent back to the customer at their expense. 

    We reserve the right to refuse any return if the item is deemed to be in unsatisfactory condition upon inspection.

    By purchasing from Susan Caplan, you agree to these terms and understand that hygiene-related returns are not eligible for refund or exchange.

    ARRANGING A RETURN
    Log into our return portal (eturnsportal.shop/susan-caplan) with your order number and email address used to place the order. Follow the instructions on the portal, selecting the reason for the return, and if you would like to request a refund, exchange or credit note.   
    Please pack your items securely in the original packaging and include the packing slip from your order inside the package.

    Use either the QR code or the printed return label from our return portal. If using the QR code, show it at the parcel shop and they will print the label for you. If using a printed label, attach it securely to the outside of the parcel and remove any old labels. Ensure the label remains clearly visible on the front of the parcel.

    If you are outside the UK, please include all documents on the front of the parcel. This will help avoid any delays at UK customs and thus with your refund. Please do not use any commercial invoices or paperwork used to ship the order to you.
    Please drop off your parcel at a Royal Mail drop-off point (UK) or FedEx drop-off location (Rest of World), or arrange a parcel collection.

    Once item(s) have been duly received and inspected, a refund will be issued to the original form of purchase payment within 14 working days. For exchange items, the confirmed exchange item will be shipped. Notification via email will be issued at this stage. 

    FAULTY ITEMS
    Prior to shipment, your order undergoes a thorough quality check with our warehouse team. However, if you receive an item which you feel is damaged or faulty, please contact customercare@susancaplan.co.uk immediately with your order number and email used to place the order. Our Customer Service team will be in contact to offer an exchange (subject to applicability and availability).   

  12. Copyright and Trademarks

    All content available on this site, including and not limited to text, graphics, logos, button, icons, images, video clips, data compilations and software and the compilation thereof(the content)are the sole beneficial property of Susan Caplan, and is protected by UK and international copyright laws, and as such may not be copied or reproduced or modified or published or distributed or displayed or exploited in any form whatsoever without our express prior consent in writing

  13. Contacting us

    If you would like some help when ordering please call us on 0207 424 7809 between the hours of 10 am to 4 pm Monday to Friday and we will be happy to assist. For postal enquiries, our registered address is Susan Caplan, 85-87 Bayham Street, London, NW1 0AG

  14. Statutory Rights

    Nothing contained in any of these terms and conditions shall affect or restrict your statutory rights.

  15. Indemnity

    You undertake to indemnify us and keep us indemnified for all loss or damages we may suffer or incur as a consequence of the wrongful use by you or anyone using your computer of our website, or as a consequence of your infringement of our intellectual property rights.

  16. Rights of third parties

    Nothing in these terms and conditions and nothing on our website shall confer upon any third party any benefit under the provisions of the Contracts (Rights of Third Parties) Act 1999.

  17. Severability

    If any of these terms and conditions or any part thereof is deemed to be or considered to be unenforceable or void or illegal the remaining terms and conditions shall remain in full force and effect and you agree the offending provision may be varied or amended by deletion or addition to enable it to take effect and be enforceable.

  18. No Waiver

    No waiver or delay by us in enforcing any right or remedy available to us shall be deemed to be a waiver of any other right or remedy available to us. 

  19. Force Majeure

    We shall have no liability for any failure or omission on our part due to matters beyond our control including without limitation Acts of God, natural disasters, fires, floods, strikes , lockouts, or industrial action.

  20. Governing Law

    The contract between you and us shall be governed by and construed in accordance with English Law. The United Nations Convention on Contracts for the International Sale of Goods is hereby expressly excluded with your agreement.