Customer Service

Web-Sales:

Web and Store inventory is run at the end of each business day, therefore, there is a slight possibility that the item you purchased on the website was purchased in the store at the same time.

All sales are processed the next business day. If we find that an item purchased on the website was also purchased in the store at the same time we will notify you and give you either the option of a refund or to create a special order. Our inventories are not in “real-time,” but are updated at the end of every day.

In stock items will be shipped within three to five days of purchase once we have obtained credit card authorization. Shipping charges will apply. Please call us for special arrangements or jewelry emergencies

Web-Returns:

Stock items purchased from our website must be returned in unworn original condition within 30 days to receive a full refund. Shipping costs will not be refunded. You are responsible for return shipping and we highly recommend you insure the item for the full amount. Items must be returned with a copy of the original receipt and all original tags affixed to the jewelry. This applies to web-purchases only.

Gallery-Returns:

Items you have purchased while visiting our gallery can be returned for store credit only. You have seen the item in person, therefore, you are fully aware of what you are purchasing. Please make all returns for store credit within 30 days of receipt.

Please contact our returns department prior to returning the item to obtain a Return Authorization Number.

Please ship all items to:

SCJ
Attn: Returns
32 South Palafox Place
Pensacola, FL 32502

If item is obviously worn, there will be a 20% re-stocking fee to cover the cost of cleaning and maintenance, if the item is accepted for return at all. Evaluation of the condition of the returned jewelry is in the sole discretion of Susan Campbell Jewelry.

Repairs:

We will repair damaged merchandise purchased from our store. We will also make earring mates or adjust the length or size of an item. If you have a repair, please contact customer service at 850-434-8948 to obtain a return authorization number.

We stand behind the quality of our artist’s craftsmanship. We will repair defects in construction flaws or execution within one year of purchase with our compliments. We will not be responsible for items that have been damaged due to daily wear and tear or the misuse or negligence of the wearer.

Jewelry Care:

Please contact SCJ for specific cleaning and care instructions. We offer complimentary cleaning of all SCJ jewelry. We can provide you with the appropriate cleaning solution for your specific jewelry item.

Don your jewelry after putting on makeup, perfume, lotion or hairspray. This is especially important for pearls as these items will damage a pearls luster. Pearls and stones strung with silk should be professionally cleaned and re-strung at least once a year.

Store your jewelry in a protective pouch. Never carry your jewelry loose in your purse or pocket.

Some gemstones are more delicate than others; some jewelry is more delicate than other jewelry, please take this into consideration when choosing where and when to wear your special item.


Special Orders:

The price for a special order item may have changed since the last time we had this item in store. We will verify the current price of the item and if the price has increased, we will notify you of the price increase and give you the option to continue or cancel you order.

You will receive confirmation of your order via e-mail. Please sign the order to confirm that you have read and agree to the conditions, either via digital signature and return by e-mail or download the order, sign and fax back to 850-434-8949.

Special Orders take 3-8 weeks with the average being 4 weeks. All items are made to order, slight variations are inherent to hand crafted items. Special Order items are not returnable or refundable and no Store Credit will be issued for any Special Ordered item. No Exceptions. Please contact us with in three days of receipt of your item to report any inaccuracies.

Special Order refers to either an item created especially for you which is not part of our stock inventory or an item that comes from our stock inventory that we alter for you in any way.

If there is a similar item in our stock inventory, we highly recommend you order that item; look at it, touch it, feel it and be sure it is to your liking before placing an order for a similar altered piece. If you are purchasing a gift, please choose something from our available stock so that we may tailor your gift to the recipient’s style, taste and size after their gift has been presented.