Jewelry Returns & Exchanges Policy

At Susan L. Kottemann, Inc., we strive to ensure you’re completely satisfied with your purchase.

• All returns and exchanges require approval. Approved returns and exchanges are accepted for items purchased through susankottemann.com or through our New York office only. We do not refund for the cost of shipping unless we have sent an item in error.
• Store credits may be used towards the purchase of an item or items in the Susan L. Kottemann, Inc. inventory. Credits may not be used towards new custom projects, repurposing projects, or custom bridal projects unless mutually agreed upon by the client and Susan L. Kottemann, Inc. All credit is approved on a case-by-case basis.
• Items for return or exchange for credit will be inspected before being accepted. Returns, exchanges, and credits will be processed for accepted items, excluding original and return shipping fees. Merchandise should be returned in its original condition with the original box or pouch.
• If your custom item order is still in production and you have not yet received it, we are happy to cancel the order and provide store credit if this option was previously discussed and agreed to by Susan L. Kottemann, Inc. This option is available and reviewed on a case-by-case basis.
• Engraved or embossed products and personalized products (including initials, lettering, birthstones, etched and painted stones, and custom sizes) are final sale and cannot be exchanged or returned for store credit.
• Items showing signs of wear, resizing, or damage in any way will not be accepted and will be returned to the client (at the client’s expense).
• Our returns and exchanges policy applies to gift returns.

Susan L. Kottemann, Inc. reserves the right to refuse an exchange, credit, return, or repair of any purchase that does not meet the above requirements.