GENERAL TERMS AND CONDITIONS
* IMPORTANT COVID-19 NOTICE & INFORMATION *
Please expect delays of up to 5 - 10 days with all deliveries during this time. Challenges presented by the pandemic means there may unfortunately be delays on our usual next business day dispatch, along with additional delays being experienced with Thailand and Dutch Post's delivery time frames. For more information please contact us.
We understand you can't wait to receive your new UP2SUE pieces as soon as possible. We kindly ask for patience and understanding during this difficult time.
All prices on the UP2SUE website are in € Euro and include DUTCH VAT
Order Acceptance Policy
UP2SUE reserves the right to accept or decline orders as necessary.
We reserve the right to ask for further proof of ID before an order is accepted in some cases.
In the event that an item(s) is listed at an incorrect price or with incorrect information, UP2SUE reserves the right to withdraw that item(s) from sale, and refuse or cancel orders.
UP2SUE uses Dutch post for the delivery of all orders. Parcels will be sent Express post and will need a signature on delivery. Please provide an address where someone will be available between 9am-5pm to receive and sign for the parcel, otherwise collection from your local post office will be necessary.
Orders will be dispatched promptly once payment has been processed and received. It is our objective to have all orders dispatched within 5 working days provided the products are in stock. Please note that during peak times such as Promotion periods, Sale, Mother's Day, Christmas etc, dispatch may take an extra 2-3 days. In the unlikely event of further delays we will contact you to advise of the expected dispatch time.
Shipping is free
RETURNS & EXCHANGES
In the unlikely event that you are not satisfied with your purchase please contact our sales team. We kindly ask when emailing our customer service team that you consider there is a real person with real feelings behind the computer. Kindness and respect can go a long way. We try our best to promptly respond to all emails with the best customer service we can offer. Please be mindful that we do have to follow our Returns Policies below.
We appreciate your understanding.
We acknowledge that buying online is not without its surprises and jewellery can appear larger or smaller than its actual size or stone colours may appear different in the image. It is with this in mind that we are always happy exchange for a different piece or refund when there is no other feasible option. Exchanges or refunds can only be offered within a reasonable period of the original sale date where proof of purchase can be confirmed (sales receipt or confirmation from our records).
Change of Mind Policy
Should you change your mind on your purchase, we will happily offer you an exchange or UP2SUE gift card, within 14 days of purchase providing that;
• The item was purchased at a UP2SUE store or online at www.up2sue.com
• The item is in “as new” condition (unworn, unused and as sold).
Unfortunately we are unable to offer refunds on change of mind purchases. Please retain your receipt as proof of purchase.
You can choose between a refund, exchange or repair, if your item exhibits
a genuine manufacturing fault or is not as described providing that;
• The item was purchased at a UP2SUE
• Proof of purchase is provided.
Warranty Returns Policy
If unfortunately you do have a quality problem with any piece of our jewellery, contact should be made with UP2SUE to discuss your options and a solution. All of our jewellery comes with consumer guarantees under DUTCH Consumer Law and should provide many years of enjoyable wear when treated with respect and care. It should be noted that some items will be more durable than others and this will be evident in weight and design and care should be taken to wear your piece appropriately.
When determining a course of action for a warranty return, the treatment that the item has received while in your care is most important. We will also look for manufacturing faults and material faults. Time elapsed from the purchase date is also taken into account but is not the most important factor in determining a warranty claim.
Genuine warranty claims will normally result in replacement of the item or where this is not possible a store credit will be supplied. Refund is also an option where there is a major problem with the product.
Chamber of commerce
KVK Nr. 80648800
Amsterdam the Netherlands
Up2Sue is a registered trademark