shipping & Returns
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 firstname.lastname@example.org.
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.
If you are local to Forest City/Rutherfordton, NC 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 email@example.com 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 a placed in a small woven basket on the porch during your pickup time.
If you cannot pick up your order, please send an email to firstname.lastname@example.org 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 Porch Pickup is available for a 28043 area pickup. 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 email@example.com 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
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!