SHIPPING

We normally process and ship all orders within 2 days of being placed, provided the item is in stock. Customers will be contacted within 24-48 hours if the item ordered is not in stock. 

Any shipping locations and expedited shipping will incur a calculated shipping charge.

Please note all orders will ship directly from Bali.  Please allow up to 10 business days for shipping.

We cannot not take responsibility for packages that are lost, stolen or delayed through the postal system.

CUSTOMS & DUTY

International orders may be subject to local charges. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges and cannot predict what they may be. Sugati Jewelry cannot be held responsible for any additional charges on your order, nor can we accept a return of the order in this case. Customs policies vary widely from country to country, so please contact your local customs office for further information. Sugati Jewelry will not process any refunds on returning parcels that have been sent back initiated by the shipping company because customer refuses to pay potential customs or import duties.

RETURN & EXCHANGE POLICY

We work as quickly as possible to process and fulfill your orders and get your jewelry to you as quickly as we can. Due to courier limitations, we are unable to cancel or make any changes to your order once it has been shipped. If you need to make any changes or cancel your order please contact us right away at hello@sugatijewelry.com, at the time of placing your order.  Cancellation requests due to the customer declining the customs charges will not be processed.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Hello@SugatiJewelry.com or from our contact page. Please note that returns will need to be sent to the following:

Address: Jl. Hanoman street No.43, Ubud, Kecamatan Ubud, Kabupaten Gianyar, Bali 80571, Indonesia
Phone: +62 813-5304-0422

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. The customer is responsible for all shipping fees incurred to return items. A 30% restocking fee will be deducted from the return amount to cover Indonesia Tariffs to re-import.

You can always contact us for any return questions at Hello@SugatiJewelry.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items


Due to health regulations, we are unable to refund or exchange pierced earrings and piercings purchases. All purchases on sale, custom & charity items are final and are not eligible for return and refund

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we approved your return, please contact us at Hello@SugatiJewelry.com

LOST PARCELS & DELIVERY ISSUES

Sugati Jewelry cannot be responsible for any orders delivered to incorrect addresses due to customer error. If we do not receive correct shipping information at the time of your order or within 12 hours of your order being placed, we are not liable for any costs incurred to retrieve or resend your order or for any lost or irretrievable packages. Any delivery issues or lost packages are the responsibility of the customer. In the case of a lost package, we will do everything in our power to correspond with the respective couriers to retrieve your package or to file a claim for the value of the goods. Any extra costs incurred by Sugati Jewelry are the responsibility of the customer. 

CHARGEBACKS AND BANK DISPUTES

Any chargebacks or disputes filed by a customer to their bank before corresponding with Sugati Jewelry will be considered in poor faith. Sugati Jewelry will do everything in its power to resolve an issue directly with the customer as per the policies above. Chargebacks or Disputes may extend this process by several months before any refunds or resolutions can be made. Any costs incurred by Sugati Jewelry due to chargebacks or disputes are the responsibility of the customer. 

By completing a purchase through our online store, you agree to all the terms and conditions listed above.