Refund policy

EXCHANGES & RETURNS

RETURNS POLICY

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 with your order number and email address used to place the order.

Return Portal: returnsportal.shop/susan-caplan

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).