Shipping Policy
All orders are processed within 3 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout.
Local Shipping
Please allow 2-3 days for your order to be processed for shipping. We make every effort to fulfil orders as quickly as possible. Understand we are a team of humans, working with human hands , and human brains. We aren’t perfect.
We ship both domestically and to a selected number of international destinations. Shipping times depends on your location.
Kindly contact our customer support team should you wish to deliver to other locations outside of Malaysia.
Self Collection is not available at the moment.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Su & Co Atelié is not responsible for these charges if they are applied and are your responsibility as the customer.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 7 days of receiving your shipping confirmation email, please contact us at [email protected] with your name and order number, and we will look into it for you.
In the event that your order arrives damaged in any way, please email us as soon as possible at [email protected] with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at [email protected].
Refund Policy
At Su & Co Atelié, we strive to ensure the satisfaction of our customers with every purchase. If for any reason you are not completely satisfied with your purchase, we offer the following refund policy:
1) Full Refund: A full refund will be issued only if the buyer can provide conclusive evidence, backed by a certificate from a recognised professional gemologist, proving that the purchased jade item is not genuine.
2) Evidence Requirement: The evidence provided must clearly demonstrate that the jade does not meet the standards of authenticity as claimed by Su & Co Atelié.
3) Time Limit: Requests for refunds must be made within 7 days of receiving the purchased item. Refund requests made after this period will not be considered.
4) Return Process: To initiate the refund process, please contact our customer service team at [Contact Email/Phone Number] to request a return authorisation. Upon approval, you will be provided with instructions on how to return the item.
5) Condition of Item: The returned item must be in its original condition, unworn, and undamaged, with all original packaging and tags intact.
6) Inspection: Upon receipt of the returned item, it will undergo a thorough inspection by our quality assurance team to verify its condition and authenticity.
7) Refund Issuance: If the returned item meets the criteria outlined in this policy and is deemed to be non-genuine by a professional gemologist, a full refund will be issued to the original form of payment within 14 business days.
8) Shipping Costs: Please note that shipping costs associated with the initial purchase are non-refundable. Additionally, the buyer is responsible for any return shipping costs incurred.
9) Non-Refundable Items: Customized or personalized items, as well as items that have been altered or modified in any way, are not eligible for refunds.
10) Dispute Resolution: In the event of a dispute regarding the authenticity of the jade item, Su & Co Atelié reserves the right to seek additional verification from independent third-party experts.
11) By making a purchase from Su & Co Atelié, you agree to abide by the terms and conditions of this refund policy.
12) Our Customer Support team would also require you to provide visual evidence (e.g photo, video) of the products in order to expedite the process.
If you have any questions or concerns regarding this policy, please don't hesitate to contact us for further assistance.