Return Policy

REFUND & RETURN POLICY

Last updated: 18-06-2026

At Suelta, we want you to feel confident when shopping with us. If you are not fully satisfied with your order, we offer a clear and fair return process, including options for a refund, exchange, store credit, or reshipment depending on your situation.

1. General Return Policy

We offer a 30-day return policy. This means you have 30 days after receiving your order to request a return.

To be eligible for a return, the item must be unused, unworn, in the same condition as received, with all original labels, parts, and packaging included. You must also be able to provide your order number, receipt, or proof of purchase.

To start a return, please contact us at info@suelta-jewelry.com. We will provide the correct return instructions and return address. Please do not send your order back without first requesting a return, as returns sent without approval may not be accepted or processed.

Customers are responsible for return shipping costs, unless the item was received damaged, defective, incomplete, or incorrect.

There are no restocking fees for returns.

2. How to Start a Return

1. Email us at info@suelta-jewelry.com with the subject “Return”. Please include your order number and the reason for your return or exchange.

2. Wait for approval. Once your return request has been approved, we will send you the return instructions and the correct return address.

3. Ship the item back in its original packaging and include all required return information.

4. Once we receive and inspect your return, we will process your refund, exchange, store credit, or other approved resolution.

Please note: returns may need to be sent to one of our fulfillment centers. Always follow the return instructions provided by our customer service team. Do not return items to the sender address on your package, as this may delay or prevent processing.

3. Damaged, Defective, Incomplete, or Incorrect Orders

Please inspect your order immediately upon delivery. If your item is defective, damaged, incomplete, or if you received the wrong item, contact us as soon as possible at info@suelta-jewelry.com.

We ask that you report any issue within 7 days of delivery. To help us review the issue, we may request clear photos, packaging images, shipping label images, or an unboxing video.

For damaged, defective, incomplete, or incorrect orders, we may offer a replacement, reshipment, store credit, or refund depending on the situation. In most confirmed cases, reshipment or replacement will be free of charge.

4. Exchanges

We accept exchanges. If you are not fully satisfied with an item, you may contact us to request an exchange for another product of the same or lower value.

If you received a defective or incorrect item, we will arrange a suitable solution, such as an exchange, replacement, or reshipment.

To request an exchange, email us at info@suelta-jewelry.com with your order number and the product you would like to exchange.

5. European Union — 14-Day Cooling-Off Period

If your order is shipped to an address within the European Union, you have the legal right to cancel or return your order within 14 days of receiving it, for any reason and without giving a reason.

To use this right, the item must be in the same condition as received: unused, unworn, with tags, and in its original packaging. You must also provide your receipt or proof of purchase.

To exercise your EU right of withdrawal, please contact us at info@suelta-jewelry.com within 14 days of receiving your order. After notifying us, you must return the item within 14 days.

Suelta offers a broader 30-day return window as part of our own store policy. This does not limit your legal EU consumer rights.

6. Refunds

Once we receive and inspect your return, we will notify you by email whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 5 business days after confirmation. Please note that your bank, credit card provider, or payment provider may need additional time to process and display the refund on your account.

If more than 10 business days have passed since your refund was approved and you still have not received it, please contact us at info@suelta-jewelry.com.

Shipping costs are non-refundable, unless the item was received damaged, defective, incomplete, or incorrect.

7. Personalized Products

Personalized or custom-made products, including items with names, initials, engravings, or other personal details, cannot be returned or refunded unless the item is defective, damaged, or incorrectly delivered.

These products are made specifically for you and cannot be resold. Please carefully check all personalization details before placing your order.

8. Sale Items and Final Sale Items

Sale items may be exchanged, but they may not always be eligible for a refund unless they are defective, damaged, or incorrectly delivered.

Items clearly marked as final sale or non-returnable at the time of purchase cannot be returned, unless required by applicable consumer protection laws.

9. Special Promotions — Buy 1 Get 1 Free / Buy 2 Get 2 Free

If you placed an order using a special promotion such as “Buy 1 Get 1 Free” or “Buy 2 Get 2 Free”, you may request an exchange for another product of the same or lower value.

If you return part of a promotional order for a refund, the value of the promotion may be recalculated. This means the refund amount may be adjusted to reflect the actual discount received.

Where applicable, we may offer an exchange, store credit, or replacement as a practical alternative.

10. Cancellations and Address Corrections

All orders are considered final once successfully placed.

Due to our automated fulfillment process, orders cannot always be modified, edited, combined, or cancelled after checkout.

If you need to correct your shipping address, please contact us as soon as possible at info@suelta-jewelry.com with your order number and the correct address. We will do our best to update it, but changes cannot be guaranteed once the order has entered processing or shipment.

If you no longer wish to keep your order after delivery, you may request a return according to this policy.

11. Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout.

Suelta is not responsible for delivery issues caused by incorrect or incomplete addresses, missing apartment numbers, incorrect postal codes, refused deliveries, failure to collect a package, or customer-requested address changes after shipment.

12. Returned to Sender Packages

If an order is returned to sender due to incorrect address information, failed delivery attempts, refusal of delivery, or failure to collect the package, the original shipping costs are non-refundable.

Once the returned package has been received and reviewed, Suelta may offer one of the following resolutions depending on the situation:

• Reshipment, subject to a new shipping fee;

• Store credit;

• A refund of the product value, excluding shipping costs where applicable.

13. Lost or Missing Packages

If your tracking information shows that your order has been delivered but you have not received it, please first check around your delivery location, with neighbors, or with your building’s front desk, reception, or mailroom.

If the package is still missing, please contact your local courier or post office to trace the package and obtain its last known status or proof of loss where possible.

Please report the issue to us within 7 days of the marked delivery date by emailing info@suelta-jewelry.com with your order number and any supporting documentation.

Please note that once a package has been confirmed as delivered by the carrier to the address provided at checkout, Suelta cannot be held responsible for theft or loss after delivery.

14. Shipping Timeframes

Delivery estimates shown on our website are estimates only and are not guaranteed delivery dates.

Carrier delays, customs inspections, weather events, transportation disruptions, peak-season volume, public holidays, and other circumstances outside our control do not automatically qualify an order for cancellation, refund, or chargeback while the shipment remains in transit.

15. One-Time Resolution Policy

To keep our process fair and consistent, Suelta may offer one final resolution per order issue. This may be a refund, replacement, exchange, store credit, reshipment, or another suitable form of compensation.

Once a resolution has been processed and confirmed, no further compensation or alternative resolution will be provided for the same issue or order.

16. Dispute Resolution

We are committed to resolving all order concerns quickly and fairly. Before initiating a chargeback or payment dispute with your bank, card issuer, or payment provider, we strongly encourage you to contact us directly at info@suelta-jewelry.com and allow us the opportunity to resolve the issue first.

In the event of a dispute, Suelta reserves the right to provide relevant evidence to the payment provider or financial institution, including order records, tracking information, delivery confirmations, customer communications, return records, product descriptions, and website checkout records.