Frequently Asked Questions

Welcome to Succense! We've compiled a list of our most frequently asked questions to help you with your shopping experience. If you can't find the answer you're looking for, please don't hesitate to contact us at sales@succense.com.

Ordering & Payments

Q: How do I place an order?
A: Placing an order is easy! Simply browse our collection, select the item you love, fill in any customisation details (like names or dates), click "Add to Cart," and then proceed to checkout. Follow the on-screen instructions to enter your shipping and payment information to complete your purchase.

Q: What payment methods do you accept?
A: We accept all major credit cards (VISA, Mastercard, American Express) as well as PayPal for a secure and easy checkout experience.

Q: Can I change or cancel my order after placing it?
A: Since each piece is custom-made, we begin the production process quickly.

  • Within 24 Hours: You may be able to cancel your order for a full refund if you contact us within 24 hours.

  • After 24 Hours: Once the customisation process has begun (typically after 24 hours), we cannot guarantee a cancellation. A cancellation fee may apply if we are able to stop the order before it ships.

  • After Shipment: Once an order has shipped, it cannot be cancelled.

Q: Is my personal information and payment secure?
A: Absolutely. Our store is powered by Shopify and uses SSL (Secure Socket Layer) technology to encrypt all of your personal information. Your payment details are processed through a secure gateway, and we never store your credit card information.

Shipping & Delivery

Q: How much does shipping cost?
A: Shipping costs vary depending on your location:

  • For Australia: We are happy to offer FREE Standard Shipping on all orders. An Express Shipping option is also available for a flat rate of AUD 34.95.

  • For the United Kingdom: Standard shipping is £4.95 (or FREE for orders over £50). Express Shipping is available for £19.95.
    For the most accurate details, please see our full Shipping Policy.

Q: How long will it take to receive my order?
A: Our total delivery time is a combination of fulfilment and shipping time.

  1. Fulfilment Time (for all orders): It takes 2-4 business days to custom-craft and dispatch your order.

  2. Shipping Time (after dispatch):

    • Australia: Standard is 8-14 business days; Express is 3-7 business days.

    • United Kingdom: Standard is 8-15 business days; Express is 5-9 business days.
      This means your Total Estimated Delivery Time will be clearly outlined on our Shipping Policy page and at checkout.

Q: Do you ship outside of Australia?
A: Yes! We currently ship to both Australia and the United Kingdom. All available shipping destinations are shown during the checkout process.

Q: How can I track my order?
A: Once your order is dispatched, you will receive a shipping confirmation email containing your tracking number. You can use this number to track your package on our "Track Your Order" page. Please allow 3-4 days for the tracking information to become active.

Q: My tracking says "Delivered," but I haven't received my package. What should I do?
A: Sometimes, carriers may mark a package as delivered a little early. We recommend checking with your neighbours, your local post office, or safe drop locations around your property. If you still can't find your package after 48 hours, please contact us so we can assist you.

Products & Care

Q: What materials are your jewelry made from?
A: We use high-quality, durable materials designed for everyday wear, such as sterling silver, stainless steel with premium 18k gold plating, and other skin-friendly alloys. Most of our pieces are hypoallergenic and nickel-free. Please refer to the description on each individual product page for specific material details.

Q: How should I care for my custom jewelry?
A: To keep your personalised jewelry looking its best, we recommend the following:

  • Avoid contact with water, perfumes, lotions, and harsh chemicals.

  • Remove your jewelry before sleeping, showering, or exercising.

  • Store it in a dry, cool place, preferably in a jewelry box or pouch.

  • Clean it gently with a soft, dry cloth.

Returns & Refunds

Q: What is your return policy?
A: We offer a 15-day return policy. If you are not satisfied with your item, you can request a return within 15 days of delivery, provided the item is in its original, unused condition. Please read our full Refund Policy for detailed information.

Q: My item arrived damaged or is incorrect. What should I do?
A: We are so sorry to hear that! Please contact us at sales@succense.com within 5 days of receiving your order. Be sure to include your order number and photos of the damaged or incorrect item, and we will arrange a solution for you right away.

Q: Who pays for return shipping?
A: For "change of mind" returns, the customer is responsible for the return shipping costs. To make this easier and more affordable for our customers, we have local return addresses in both Australia and the United Kingdom, so you won't have to ship your item internationally. We recommend using a trackable shipping service.