FAQ

Frequently Asked Questions

We’re here to assist! Please check below before reaching out to us — your answer might already be available here.

📩 Where’s my order confirmation email?

If you haven’t received your confirmation email, check your Spam, Promotions, or Junk folder — it’s often hiding there! 📬

Still can’t find it after 24 hours? No worries — just email us at support@bysusanaustralia.com and we’ll gladly assist you. 💌

⏱ How long does shipping take?

At Susan Australia, we take 1–3 business days to process and prepare your jewelry order.

Once processed, delivery typically takes 5–10 business days, depending on your location. 🚚

Please allow a bit more time during holidays or high-demand periods

🚚 How do I track my order?

As soon as your order ships, you’ll receive a tracking number via email. 📦

If tracking hasn’t updated yet, it’s likely still in transit — tracking systems can sometimes take a little time to refresh.

🔍 Why isn’t my tracking number updating?

Don’t worry — tracking information can sometimes take a few days to appear or update. 📡

Your package is likely still moving through the courier’s system. Please allow a few extra days and check again.

✏️ Can I change or cancel my order?

If you need to make changes or cancel your order, please contact us within 24 hours of placing it. 🛑

After this time, your order may already be in processing or shipping and we may no longer be able to make changes.

💎 I ordered the wrong item. What should I do?

If your order has not shipped yet, email us immediately at support@bysusanaustralia.com. 📩

If your order has already shipped, don’t worry — we can guide you through a return or exchange once you receive your jewelry. 😊

🔄 How do I return or exchange an item?

We accept returns within 30 days of purchase, as long as the jewelry is unused and in its original packaging. 📦

Please refer to our Return Policy for full details before starting a return or exchange.

💎 How should I care for my jewelry?

To keep your jewelry looking beautiful for years:

  • Avoid contact with water, perfumes, and chemicals

  • Remove jewelry before showering, swimming, or exercising

  • Store pieces in a dry place or jewelry pouch when not in use

Proper care will help maintain the shine and longevity of your jewelry. ✨

💬 What our customers are saying

“Beautiful jewelry and amazing quality! I ordered a necklace and it looks even better in person. Customer service was also very kind and helpful when I had a question about my order. Highly recommend Susan Australia.”
— Sofia R., Sydney, Australia

Still have a question?

✨ Reach out to us anytime at support@bysusanaustralia.com or visit the Contact Us page on bysusanaustralia.com.


We’re always happy to help!

 

This website is operated by:

Hong Kong International E-Commerce Co. Limited

Unit 1406C, 14/F, Blk B, Texaco Rd Ind Ctr, No. 14-22 Wang Lung St, Tsuen Wan, Hong Kong (Company No. 76925878)

The brand Susan Australia is a trading name used for our online store.