FAQ's

Why create an account?

You can create an account to facilitate your shopping experience on the Susannah Lovis Ltd Website. Once registered, you will not need to re-enter your personal data and checkout is faster.
Review your order quickly and easily online, at any time.
Save your favourite pieces to your "Wish List" and share them with your family and friends.
You may also subscribe to our newsletter to stay updated on the latest Susannah Lovis Ltd news.

How do I shop online? Stage 1/2

Your Shopping Bag

The items added to your Shopping Bag will be kept there for as long as you are logged in.

You may purchase up to five items in a single order.

Your first purchase

All items that display an “Add to Shopping Bag” button may be purchased online, subject to availability.

Once you have made your selection, please click the “Add to Shopping Bag” button to place the product in your shopping bag.

When you are ready to finalise your order, please click the “Checkout” button: you will then be guided though the order process. You may remove products from your shopping bag by clicking on "Delete”.

To complete your purchase you will need to create an account or log in to your existing account.

When you have completely reviewed your order, click on the "Confirm and place order" button on the Website to place your order.

How do I shop online? Stage 2/2

Your Wish List
If you would like to save creations to consult at a later date, or if you would like to share them with your family and friends, we invite you to create a Wish List.
You may create up to 20 separate Wish Lists, each with a different name (for example: Diamond Bracelets, Holiday Gifts, Love Collection…)

How do I shop by telephone?

You may also complete your purchase by telephone through a Sales Consultant.
If you are interested in purchasing an item whose product page does not display the "Add to Shopping Bag" button, please contact a Sales Consultant for further information on +44 (0)207 493 2008.

Privacy and cookies

Susannah Lovis Ltd is committed to protecting the privacy of its clients. We provide a secure online shopping environment and hold our customers’ personal data in accordance with applicable laws and regulations. For further information please consult our privacy policy.
We use cookies to track the contents of your Shopping Bag and to facilitate access the next time you log in to the website. Susannah Lovis Ltd does not use cookies to gather personal information.
If you do not accept cookies, you will not be able to use the website. Should you modify your browser settings to disable cookies, you will probably need to log in every time you visit the website.

Secure payment

Payment may be made for your order by credit or debit card (or alternative methods listed on the active website (these methods of payment are subject to change at any time at the discursions of Susannah Lovis Ltd)). Alternatively, orders may be paid for by bank transfer to discuss please contact a Sales Consultant.

What is a CVV?

“Card Verification Value” is an anti-fraud feature to help ensure that the person placing an order is in possession of the credit card.
The CVV is a three or four digit number printed on the front or back of the credit card.
The CVV appears in different places on different types of cards:
American Express: Four digit number printed on the front of the card, above the end of the embossed account number.
MasterCard / Visa / Discover / Diners Club / JCB: The final three digits printed on the signature panel on the back of the card, following the account number.

Is a Susannah Lovis Ltd application available for download to shop from my mobile phone or tablet?

Although Susannah Lovis Ltd does not offer a specific application, our websites and online shopping can usually be accessed from your mobile phone or tablet.

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

You cannot modify the payment method or the delivery type once your order has been confirmed.

How may I receive a receipt for my purchase online or over the telephone?

You can receive a delivery slip in your package with no prices listed.
A receipt for your purchase will be posted to you separately unless you have indicated otherwise at the time of entering your billing address.

Is it possible to charge a single order to two different credit cards, or to use two different payment methods for the same order?

We are unable to accept payment using two different credit cards for a single order online. If you would like to use different payment methods please contact a Sales Consultant.

May I pick up my Susannah Lovis Ltd purchase at the Boutique?

This is an available option. All purchases placed through the website have the option of delivery or pick up in store.

I live outside of the European countries listed in the Terms and Conditions of Sale. May I place an order through Susannah Lovis Ltd Website for delivery to a country not listed here?

The Susannah Lovis Ltd Website offers delivery only to countries listed in the Terms and Conditions of Sale. If you have a shipping and billing address in a country not listed in the Terms and Conditions of Sale please contact a Sales Consultant for advice.

How many items may I purchase in one order?

You may purchase a maximum of five items unless payment is made by bank transfer, then there is no limit.

Does the item come in a presentation case?

All items purchased through the website are delivered in the traditional Susannah Lovis red box. (Choice of internal colour may be available) All items are then carefully wrapped and placed in specially protected packaging for delivery. A Susannah Lovis Ltd shopping bag is also enclosed with the package.

May I include a personal gift message with my purchase?

A blank card is enclosed with every purchase. We can write your message on this card. If you wish to use this service, please enter your message prior to entering your billing address.

What are the shipping fees and delivery times?

Shipping terms depend on your delivery address. The estimated delivery time and shipping fees are indicated when the billing address is entered.
Please note that a personalised creation (e.g. engraving or bracelet adjustment) will require a longer delivery time.
You may also contact a Sales Consultant on +44 (0)207 493 2008.

What payment methods do you accept?

Payment may be made for your order by credit or debit card. Alternatively, orders may be paid for by bank transfer.

If I am not satisfied with my purchase, may I cancel, return or exchange it?

You will need to contact a Sales Consultant within 3 days of receipt. The Customer Contact Ambassador will issue a Return Authorisation Number to you by email. Upon receipt of this number you have 14 days to return or exchange your purchase.
Only items purchased through the website may be returned or exchanged through the Burlington Arcade Boutique.
Items that have been engraved or modified may not be returned or exchanged.
For further information on the terms, conditions and methods of return and exchange, please consult the Terms and Conditions of Sale or contact a Sales Consultant.

If I purchase more than one item, may I ship my order 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, we suggest you make a separate order for each purchase or contact a Sales Consultant.

How may I ensure that I select the correct ring or bracelet size?

By having it measured in the Burlington Arcade Boutique.

Does the Susannah Lovis Ltd website offer engraving?

Engraving is available on certain creations. The product page on the website indicates whether engraving is available for the item.
If you wish to have your item engraved, please enter the text at the time of selecting the creation on the website. This service is also available when placing an order through a Sales Consultant.
Please note that engraved creations cannot be returned or exchanged.

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