Shipping & Returns

At SYU Jewelry, we strive to provide a seamless experience from order placement to delivery, ensuring your custom and ready-made jewelry pieces arrive safely and on time. Below, you’ll find detailed information about our shipping policies and return procedures. If you have any questions, please don’t hesitate to contact us.

Shipping Policy

We take pride in crafting and delivering your jewelry with care. Here’s what you need to know about our shipping process:

Packaging: Every piece is lovingly gift-wrapped and securely packaged to protect it during transit, ensuring it arrives in perfect condition.
Shipping Carriers: We work with reliable carriers such as Canada Post, FedEx, and EMS, selecting the most suitable option based on the production location and shipping destination of your order. All shipments are insured and include tracking for your peace of mind.
Shipping Costs and Timelines:
- Standard Shipping: We offer free standard shipping on all orders. International delivery times vary depending on the production location, destination, and carrier, typically ranging from 7-10 business days.
- Expedited Shipping: Need your order sooner? Expedited shipping options are available at an additional cost, which will be calculated at checkout based on your location and urgency. Please contact us if you require a specific delivery timeline, and we’ll do our best to accommodate.
Production Time: Please note that production for custom orders typically takes 3-4 weeks from the date of design confirmation and payment. Ready-made items are shipped as soon as the order is processed.
Tracking Information: Once your order is shipped, you’ll receive a tracking number via email. It’s your responsibility to monitor delivery updates and ensure someone is available to receive the package if signature confirmation is required.
Customs and Duties: For international orders, customers are solely responsible for any customs duties, import taxes, or related fees imposed by their country. SYU Jewelry is not responsible for delays caused by customs processing.
Lost or Damaged Shipments: In the rare event that a shipment is lost or damaged during transit, we will work with the respective carrier (Canada Post, FedEx, or EMS) to file an insurance claim. A replacement or refund will be processed only after the claim is resolved, subject to the carrier’s insurance terms. Please notify us within 48 hours of expected delivery if there are any issues.

We aim to keep you informed at every step. If you have concerns about shipping or need assistance, please reach out to us.

Returns Policy

We want you to be delighted with your SYU Jewelry purchase. However, due to the nature of our products, our return policy varies depending on whether your item is custom-made or ready-made. Please review the details below:

Custom Orders: Bespoke or made-to-order pieces are crafted specifically to your specifications and, as such, are non-returnable and non-exchangeable. We encourage you to finalize all design details, measurements, and preferences before production begins to ensure complete satisfaction. If you have concerns about your custom order, please contact us immediately.
Ready-Made Items: Returns for ready-made items are accepted within 14 calendar days from the date of delivery. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as when received. Buyers are responsible for return shipping costs and any loss in value if the item is not returned in its original condition.
Refund Process: For eligible returns of ready-made items, refunds will be processed within 7 business days of receiving the returned item, using the original payment method. Original shipping costs are non-refundable.
Damaged or Defective Items: If a ready-made item arrives damaged or defective, please notify us within 48 hours of delivery with clear photographic or video evidence showing the damage or defect as received. We will arrange a replacement or refund at no additional cost, subject to verification. SYU Jewelry reserves the right to inspect returned items to confirm that the damage or defect is due to manufacturing or shipping issues and not the result of misuse, improper handling, or intentional damage after delivery. Items must be returned in the same condition as documented in the initial evidence; any signs of tampering or additional damage may void the claim. Damage caused by the buyer, whether accidental or intentional, is not eligible for refund or replacement. We reserve the right to deny claims suspected of fraud and may refuse future service or pursue legal action in such cases.

How to Initiate a Return

To request a return for a ready-made item or report a damaged/defective item, please follow these steps:

Contact us at info@syujewelry.com within the specified time frame (14 days for returns, 48 hours for damage/defects) with your order number and a detailed description of the issue.
For damage or defects, include photographic or video evidence clearly showing the problem.
We will provide you with return instructions and a shipping label if applicable (note: return shipping costs are the buyer’s responsibility unless the item is damaged/defective due to manufacturing or shipping issues).
Package the item securely in its original packaging and send it back to us following the provided instructions.
Once received and inspected, we will notify you of the approval or rejection of your return or claim and process any refund or replacement accordingly.

If you have any questions about shipping, returns, or need assistance with your order, please reach out to us at info@syujewelry.com