Customer Service

Order Processing
At Susan Eisen Fine Jewelry & Watches, we want you to have a satisfying shopping experience. For your convenience, the following payment options are available: American Express, Visa, Mastercard , Discovery and Authorize.Net. As soon as you place your order using our easy-to-navigate system, we immediately begin processing it. Because it is immediate, canceling your order is not an option. Most orders are processed and leave our facility in as little as two business days. If for some reason you change your mind after placing an order, we welcome you to take advantage of our 30-day return policy, detailed below.
 
Shipping
We use the most reputable shipping companies to deliver your purchase in a timely manner. We deliver to street addresses the continental United States, Hawaii, and Alaska using private carriers. We use United States Postal Services (USPS) for APO/FPO and P.O. Box destinations.
 
Security/Insurance Protection
When your order is shipped from our facility, you will receive an email with the tracking information. All packages are fully insured at no additional charge to you and require a signature upon delivery.
 
Shipping Options
Please note that the shipping times stated below are in addition to the processing time.

 
USPS (under $500)$14.95

USPS (over $500)

$4.95
Fedex Next Day (under $500)$28.95
Fedex Next Day (over $500)$18.95
In-Store PickupFree

Deliveries to Alaska and Hawaii require additional time in transit.
 
Questions
For product inquiries or help using the Susan Eisen Fine Jewelry & Watches website, please call (915) 584-0022.

Cancellations & Returns

We want you to be perfectly satisfied with your purchase. If you are not satisfied for any reason, you must contact us by email at susaneisen@susaneisen.com to request a return within (7) days of receiving the item to receive authorization to return the item. Items returned without authorization will not be accepted and returned to sender.

Refunds for items that are defective or that were not described accurately will include both the incoming and outgoing shipping charges. However, buyers returning items because of buyer's remorse will be refunded the purchase price but neither the incoming or outgoing shipping charges. Returned items must be returned in similar packaging and via the same shipping method by which it was shipped to the customer. Items returned are to be in the same condition as when they were sold and shipped or this guarantee is void.

A copy of the original sales invoice must accompany all returns with the return authorization number printed in plain sight. All returns should be shipped with sufficient postage and insurance for the buyer's protection. If items are not returned as per the above, the item will be returned to sender and no refund will be issued.

In order for any monetary or store credit to be given, the item being returned cannot show any signs of being worn or used nor can it be engraved or altered in any way to meet any order specifications you may have requested (i.e. sizing).
 After obtaining Authorization for Return by Email
You must print and complete a Merchandise Return form. To do so, you will need the original order number. Go to Account Administration > View Order History. Find your order by order date or order number and select it. Then select "Print Return Label". You can click here to go directly to the View Order History page.

- Follow the instructions on the Merchandise Return Form.

- Please make note of why the item is being returned. You can simply write this on the form you include inside the package.

- The item(s) must be returned in its original packaging and with all accompanying manuals and accessories.

- Package the item securely so as to avoid damage during shipping. If you are returning an item of significant value, we recommend that you insure it against loss or damage.

- All manufacturers' warranties are in effect.

In order for any monetary or store credit to be given, the item being returned cannot show any signs of being worn or used nor can it be engraved or altered in any way to meet any order specifications you may have requested (i.e. sizing).

Send the package to:

Susan Eisen Fine Jewelry and Watches

5857 N. Mesa, Ste. 19
El Paso, Texas 79912


 

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