All sales are FINAL. Once your order has been placed, it immediately starts going through our ordering process. Therefore, we unfortunately cannot cancel your order even if it has not been shipped yet.
We do not allow any cancellation of orders. Please read our policies and carefully consider your decision before making a purchase.
We do not allow returns / refunds for custom pieces.
Tarnishing or discolouration due to chemical contact is not a fault. Please see our jewelry care instructions on how to prevent this from happening.
We do not allow refunds or returns for jewelry that has been worn and damaged, including any damage caused by perfumes, bleaching, heat exposure and general wear and tear (jump ring breakage).
We only accept refunds for items lost in transit (see below).
If the item was lost in transit :
Due to the recent pandemic, there exists a massive backlog of shipments globally. Your parcel might take longer than usual to reach you.
The delivery times are an estimate, Suede Fox cannot be held responsible for any delays once an item has been dispatched.
We will only declare that your parcel is lost in transit if you have not received your order after 90 days (starting from the day you received the tracking number).
The tracking status must be "in transit" to be considered lost mail. If the tracking status is "delivered" and you have not received the parcel, this will be considered as stolen mail. We are not liable for any stolen mail.
If your order does not arrive in 90 days, a full refund will be given. You will be required to sign an international claims (affidavit) form for your missing parcel before receiving the refund.
If the item was delivered to the wrong address
(Only applies if we have made a mistake on the shipping label. In the case where you have provided an incorrect address, we will not be held responsible)
Please contact our customer support and we will arrange for redelivery. We will not provide refunds for wrongly delivered packages as shipping is out of our control. However, as a gesture of goodwill, SuedeFox will reproduce and redeliver all orders that were shipped to the wrong address.
If it was delivered to the correct address but you have not received it, we advise you to contact your local post office (USPS) to ask them who delivered the parcel, and the details about that day's delivery. You should also check your mailbox for the parcel and ask your neighbors or family members if they have accidentally signed for the package. We are not responsible for any mail that is delivered to the correct address but declared as unreceived.