Customer service is of utmost importance to us.
I hope the information below answers any questions or concerns you may have.
If your question isn't addressed here, please don't hesitate to email email@example.com.
help & info
PLACING AN ORDER
Once your order is placed, you will receive an order confirmation email from us. When your order is shipped, we will send you a shipping confirmation email with your tracking number.
Orders cannot be changed, modified or canceled after you receive an email confirmation with shipping information.
Please note: If you have an expedited shipping order, please make sure to place your order by 3pm EST to ensure that your order is processed for shipping. We try our very best to ship those the day they are placed.
What types of payments are accepted? ARE MY transactionS secure?
We accept PayPal, Visa, MasterCard, Apple Pay, and Amex. Your order details and payment information is encrypted and secure, and your credit card information is never stored.
my order is a gift
Please add in the notes section in checkout that your order is a gift, and we will ship your order without an invoice. We are also glad to add a handwritten note at no cost. Just let us know what you would like to say and we will personalize a quick note to your recipient. Only jewelry is packaged in a small linen bag.
All your orders will be shipped USPS or UPS, and you will be provided with a tracking number with shipping
confirmation email. You are also able to use sms notifications to track where your parcel is.
** DUE TO COVID-19: We will offer local pickups and schedule time slots by the hour for everyone's safety. Information on how local pickups will work is below!
If you are local to Forest City/Rutherfordton area, you may add to the order notes at check out for a local pickup request. Pick up is at our home studio in Caroleen/Forest City Area. Please email firstname.lastname@example.org for address and to schedule your pickup day and time. Please note, that it will still have you pay for shipping. We will refund your shipping as soon as you pickup your order.
You will receive two different emails after your order is place – an order confirmation and an order "Fulfillment" email when the order is ready for pick-up *Please note that we cannot guarantee your order will be ready for pickup until you receive the second email.
Our pickup hours are M-F 10AM-6PM & S 10AM-3PM. Your item(s) will be located in the PICKUP BOX during your pickup time.
If you cannot pick up your order, please send an email to email@example.com with your order number and we will ship your order out instead.
AFTER 14 DAYS OF FULFILLMENT, YOUR ORDER WILL BE HELD AT OUR HOME STUDIO. WE ARE NOT RESPONSIBLE FOR ITEMS PICKED UP PAST 14 DAYS- WE WILL SHIP YOUR ITEMS OUT AFTER THE 2 WEEK TIME FRAME. NO REFUNDS OR EXCHANGES CAN BE MADE AFTER 14 DAYS, REGARDLESS OF WHEN PICK UP/SHIPPING OCCURS AT THAT POINT. PLEASE ALLOW 1-2 BUSINESS DAYS FOR ORDERS TO BE PROCESSED AND FILLED.
Free shipping on all orders $80+ within the U.S. Shipping rates vary upon item(s).
**LOCAL PICKUP NOT AVAILABLE UNTIL COVID-19 IN THE AREA IS CLEAR. When Local Pickups are available, Just kindly email or call to schedule your pickup day & time. We are located in Forest City, NC. We will refund your shipping upon pickup and you should receive your money back to your account within 3-5 business days.
International orders may be subject to import duty or delays while going through customs. Any additional charges incurred as a result of import duties or other custom protocols are beyond our control and as such the recipient will be responsible for their payment. We advise that you contact your local customs office for further information.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Most jewelry is made to order- there is 1-3 processing days and 3-5 processing days on sale day or new collections orders.
From the moment your order is shipped , you will receive your package in approximate days (more accurate shipping days listed when checking out):
East Coast: 1-3 business days
Mid & West Coast: 5-8 business days
Rest of the world: 10-20 business days
Please note when orders shipped internationally reach the destination country, they may be subject to customs clearance procedures which can cause delays beyond original delivery estimates.
If you need your package by a specific date, please send me an email before ordering to verify that it can arrive in time. We want you to receive your item(s) as soon as possible, and we will do our very best to accommodate any special requests!
RETURNS & EXCHANGES
If you are not happy and completely satisfied with your purchase, we accept returns of items in their ORIGINAL CONDITION and packaging within 14 days of receiving your items. If any items show any signs of wear or tear, we will not accept item(s) and return items back to you. Items must be in NEW condition and cannot be worn, washed or altered.
Customers are responsible for all return shipping fees.
No price adjustments for previously purchased items. All refunds will post within 3-5 business days. Gift cards are final sale and cannot be refunded.
Suerte del Sol reserves the right to refuse a refund or exchange based on the condition of the item being returned.
If an item is returned in a condition that we cannot sell - we will send an invoice to ship back to customer. Please know that we are a small business and every single item counts and we cannot offer free shipping back in this case.
The customer is responsible for return shipping and are responsible wholly for tracking.
**Gift cards and all sale items are FINAL SALE and cannot be returned or exchanged.
The return total will be credited back to the method of payment used during checkout, less the cost of shipping. Please allow up to 14 business days for Suerte del Sol to receive and process your return. Shipping costs are non-refundable. Suerte del Sol is not responsible for packages lost or stolen in transit.
This policy is in place from the date of the purchase, not date of delivery.
Please Note- we are only able to issue refunds on online purchases if they are shipped back to our home studio.
If you would like to send a return or exchange through the mail, please send an email to firstname.lastname@example.org with the following information: 1. Name 2. Order number and 3. Reason for return.
We will then issue you a Return Approval number, please include this in your package before returning. Feel free to print and fill out our RETURN FORM. You have 14 days to return your item or it is FINAL SALE.
Securely pack your merchandise and original invoice in an appropriate shipping box or envelope and mail the package with the return label taped to the outside. Once we receive your package, we will issue a refund, less the cost of original shipping. You will receive an email notifying you of the transaction. Please allow 7-10 business days for the refund to be applied to your bank account.
Our return address is:
SUERTE DEL SOL
165 DOGWOOD VALLEY RD.
FOREST CITY, NC 28043
REPAIRS + QUALITY CONTROL
All Suerte del Sol jewelry is handmade and we put high quality craftsmanship and passion into each piece. If for some reason, you feel that your piece is not up to par to your liking or your piece is damaged upon shipping, please let us know and we will have you ship it back to our studio for a repair or replacement. If you have another reason or situation, please feel free to reach out and we will evaluate the case to see if you quality for a complimentary repair. Email: email@example.com.
Each bracelet is made of high-quality seed and stone beads, real leather, and the strongest nylon bead thread on the market. But at the same time, these beads are delicate & natural- which is why your jewelry is unique to itself and no two pieces are exactly alike.
With time colors might change or fade, which I personally believe adds an extra beautiful aged-look to the piece(s). Although, to avoid unwanted deterioration, please handle with care your bracelet and take it off while sleeping, showering, working out or swimming
Each tee is made of premium 100% ring-spun combed cotton. Wash your tees inside out on a gentle, cold cycle. Hang or lay flat to dry for the best longevity of your apparel. Iron inside-out as well. Do not iron directly over the tag label located in the inside.
Complete this form below- Email firstname.lastname@example.org or send us a direct message on instagram @suertedelsol and we will get back to you ASAP!