FAQ

Q: How do I order on www.sureejewelry.com?

A: All our creations accompanied by an “Add to Cart” button may be purchased online. Alternatively, your purchase may be completed by calling our Client Relation Center.

Q: How many items may I purchase in a single order?

A: You may purchase up to a maximum of five creations per order. Additionally, there is a maximum of two pieces of the same collection per client, order, and year and a maximum of one limited edition piece per client, order, and year.

Q: What if a product is unavailable?

A: If you are interested in a creation that is currently unavailable, please contact our Client Relation Center. A personal advisor will be able to provide additional information and accommodations.

Q: How can I modify or cancel my order?

A: Our personal advisors are dedicated to providing assistance for any inquiries regarding your order via email or phone.

Q: What are the available delivery options?

A: The delivery options offered depend largely on the region and the availability of your creation. You may get an estimated delivery date once your selection is in your basket.

Standard delivery should take around 4-5 business days.

Online and phone orders will be delivered to the United States only.

Q: How much does the delivery cost?

A: All of our shipping costs are complementary with your order.

Q: Is it possible to deliver my order to a hotel or company?

A: Orders may be delivered to workplaces and residences but cannot be delivered to hotels, hospitals, freight forwarders, and directly to UPS and FedEx carrier locations. Please note that in any case, a signature will be requested at the time of delivery.

Q: How can I track my order?

A: As soon as your order is shipped, you receive a tracking link via email. You may also contact one of our personal advisors via email or phone for additional information.

Q: Is a signature required for my order?

A: A signature is required upon delivery of your order. Please note that FedEx’s ID scanning feature will still require a signature.

Q: What payment method do I need to use?

A: You may pay for your online order in the following ways:

• Credit Cards (American Express, Visa, MasterCard, Diners, JCB, CB, Maestro)
• PayPal
• Apple Pay (on the Safari browser only)
• Google Pay
• Alipay
• WeChat Pay
• Bank transfer via phone

Please note that some payment options are not available for all orders. You may contact one of our personal advisors via email or phone for additional information.

Q: Will my payment at www.sureejewelry.com be safe?

A: All transactions placed on www.sureejewerly.com are secured due to the HTTPS protocol and are encrypted to protect your sensitive information.

Q: What is the return policy?

A: Creations purchased online or through our Client Relation Centers can be returned for refunds or exchanges within 30 days from the delivery date. Please note that engraved and damaged creations are not eligible for returns.

Q: How can I return an order?

A: To return your order, please call one of our personal advisors for specific instructions.

Q: Can I exchange or return an order that I received as a gift?

A: A client or a recipient of a gift from SUREE may return or exchange their creation within 30 days following delivery. In terms of a refund, only the client will be able to receive a total refund or the refund of the price difference if the returned product is more expensive than the exchanged SUREE creation. If the returned product is less expensive than the exchanged item, the gift recipient will be charged the difference in price.

Q: When will I receive my refund?

A: As soon as we receive your returned creation, we will process your refund request. You will then receive a return confirmation notification. Then, creation(s) will be submitted to a quality control inspection. Once the inspection has been passed, you should receive your refund within 14 business days.

Q: How will my SUREE creation be delivered?

A: All of our creations are carefully packaged in our elegant and secure parcel, with shopping bags being included for all gift orders.

Q: Can I include a personalized message for gift orders?

A: For gift orders, you may include a personalized message within the package. You may either submit a message on the shopping bag page or handwrite a message on a blank card, which will be included with the parcel.

Q: Can I engrave my piece? 

A: A certain selection of creations may be engraved. When engraving is available, it will be shown on the product page. You may add your message once the creation is in your shopping bag. Please note that engraving is not provided prior to delivery.

Q: Can I adjust the size of my SUREE creation?

A: To ensure the perfect fit and your absolute comfort when wearing your creation, SUREE offers an adjustment service. This intervention is available for most of the creations, depending on their technical and aesthetic specifications. We kindly advise you to contact the closest boutique to confirm your needs.

Q: How much does it cost to adjust a creation?

A: The Maison offers this service as a courtesy for 3 months after purchase. After 3 months, the price of the service is of 180$ (without value-added tax)

Q: How long does it take for the adjustment service to be completed?

A: It takes less than 2 weeks for the adjustment service to be completed, but each intervention lead time may vary, depending on the complexity of the work required.

Q: How do I maintain my SUREE creation?

A: Please visit our service and care page where you will find care instructions. For additional information, you may contact one of our personal advisors via email or phone

Q: What should I do if I have a problem with my SUREE creation?

A: We strongly advise you to visit one of our SUREE boutiques should you have any problem with your creation or for all issues related to care or after-sales service. Our personal advisors would be delighted to advise you on the appropriate services. Any kind of work or alteration made outside our workshops is a risk of damaging or altering the integrity of your creation.

Q: How long is the repair intervention on a SUREE jewelry or timepiece creation?

A: The timeframe for each repair may vary, depending on the complexity of the work required. Your boutique advisor will be able to provide you with an estimated duration but the creation will always be closely examined by our experts in the workshops where a definite diagnosis, cost and duration will be established and submitted to your approval.

Q: How do I know which size I should get for my SUREE creation?

A: Please refer to our size guide for inquiries regarding sizing and fit.

Q: How can I be certain of the authenticity of my SUREE creation?

A: We strongly recommend you to purchase your SUREE creation from our official website or boutiques. Each piece will come with a certificate of authenticity. Please note that we cannot perform an instant appraisal at our stores as they are performed by our appraisal professionals. For more information regarding appraisal and authenticity, please visit one of our stores or contact a personal advisor via phone or email.

Q: Why create a SUREE account?

A: Creating an account will allow you to track your online order directly. It will also allow you to check-out faster in the future, as you will not need to re-enter your personal information.

Q: I forgot my account password; how can I retrieve it?

A: If you have forgotten your password, please click on the log-in section in the upper right hand corner of the website and click on “Forgot your password?” You will receive an email with further instructions. Please check your inbox and click on the link provided in the email to reset your password.

Q: How to delete my SUREE account?

A: If you want to delete your account, you may call our personal advisors or make a request via our online form.

Q: What is SUREE policy on the use of cookies?

A: Our websites, mobile applications and other digital platforms use cookies in accordance with our Cookie Policy. Our Cookie Policy explains how we collect, use, disclose and transfer the personal information that you provide us on our platforms, when you visit a SUREE boutique, contact the SUREE client relations center by phone, or when you interact with us over social media platforms.