FAQs - Frequently Asked Questions

Why should I create an account?

An account will allow for the facilitation of a better shopping experience. Once you have registered you will not need to re-enter any personal information which in turn will allow for a faster checkout.

Having an account will allow you to review your order quickly and easily; it will also allow you to share Wishlist with your family and friends. You may also subscribe to out monthly newsletter to stay abreast of all the latest news and new stock updates at Susannah Lovis Jewellers.

How do I shop online?

Items added to your shopping back will remain for the duration of your session; your shopping back will allow for the purchase of up to five items in a single order.

Subject to availability, all items displaying ‘Add to Shopping Bag’ are available for online purchase. When you are ready to finalise your order, click on ‘Checkout’ wherein you will be guided through the ordering process.

To complete your purchase, you can log in or sign up for an account or checkout as a guest. When you have reviewed your order, you must click ‘Confirm and Place Order’ to finish.

What is a Wishlist?

If you want to save selections for consultations at a later date, or if you would like to share them with your family and friends, we invite you to create a Wishlist. You are able to create up to 20 separate lists which you can share via email or social channels to recipients of your choice.

Can I buy over the phone?

Yes, you may also complete your transaction over the phone. If you are interested in purchasing an item that you have seen online, or in-store please contact a Sales Consultant for further information and quote a stock code (if known).

Can I change or modify the chosen payment method or delivery type after my order is confirmed?

You cannot modify the payment method once the order has been confirmed, however, if you call the shop promptly we can make alternative delivery arrangements.

How will I receive a receipt for my online purchase?

You will receive both a receipt and delivery slip in your package unless you have otherwise indicated to be posted separately at the time of your ordering.

Can I charge a single order to two separate credit cards online?

Unfortunately, we are unable to accept payment using two different credit cards for a single online order. Should you need to use different payment methods please contact a Sales Consultant.

If I purchase multiple items can I have them shipped to multiple addresses?

We are unable to ship a single order to multiple addresses through the website. If you are ordering more than one item to different addresses, we advise that you make separate orders for each purchase.


Can I collect an online purchase in-store?

Yes, all purchases placed through the website have the option of delivery or in-store collection.

Does my purchase come in a presentation case?

All items purchased online will be delivered to you in a red Susannah Lovis presentation box. Items are carefully wrapped and ready to be shipped in specially protected packaging.

Can I include a personal gift message with my purchase?

A blank card is enclosed with every purchase. We can write any message on this card provided a message is entered prior to entering your billing address. Additionally, your purchase can be gift wrapped prior to shipping at no additional cost.

What are the accepted payment methods?

Online orders can be paid via Credit or Debit card and PayPal. Alternatively, orders can be paid for via Bank Transfer.

What are the shipping fees and delivery times?

Shipping terms depend on the delivery address and the estimated fees and time of arrival are usually indicated upon entering a billing address. (Please note that bespoke or personalised pieces will necessitate a longer delivery time) For any queries please contact a member of our sales team.

What is the Susannah Lovis Jewellers online exchange or return policy?

If you become dissatisfied with your purchase, you will need to contact a Sales Consultant within 3 days of receipt. Therein you will be issued a RAN (Return Authorisation Number) which will receive via email. Upon receipt of this number you will have 14 days in which to return or exchange your purchase. (Please note that items which have been modified or personalised are not eligible for return or exchange).

For further information on exchange/return terms please consult our Terms & Conditions or contact a member of our sales team.

How can I ensure that I have selected the correct ring or bracelet size?

In an ideal scenario we would have taken your measurements in-store however sometimes this is not possible, and we would advise getting your ring finger measured professionally by a local jeweller beforehand. This eliminates the need for resizing further down the line. Wrist measurements are simpler in that you can use a tailors tape yourself, if needs be.

Can I have my order engraved?

Some items online are eligible for engraving however the product page on the website will indicate whether this service is available for the particular piece. Should you wish to have your purchase engraved please enter the text at the time of finalising your order. (Please note that items that have been engraved cannot be returned or exchanged).

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