Returns & Processing Times
A quick guide to how long your order takes to arrive, and how returns work if something's not quite right.
Every piece is handmade. Here's what that means for timing.
Processing & Shipping
How long until my order ships?
Once your order is placed, you'll get an email confirming your purchase. Each piece is then individually handmade on demand in my studio, which can take up to 15 business days to produce.
This production time is separate from shipping . Once your piece is finished, shipping time is added on top.
Why does production take up to 15 business days?
Souri is a small, woman-owned business, and every item is made to order rather than pulled from a warehouse shelf. That handmade process is what gives each piece its care and detail, but it does mean production takes longer than mass-produced jewelry.
Is custom or grillz work processed the same way?
Custom pieces, including grillz, follow their own timeline since they're built around your impressions or specifications. Check the Custom Order page for details specific to those pieces.
Handmade pieces are a little different from mass-produced jewelry . Here's how Souri handles it when something's not right.
Returns & Exchanges
What's your return window?
You have 10 days after receiving your item to reach out and request a return.
What condition does my item need to be in?
Unworn, unused, and in its original packaging . So, basically the same shape it arrived in. Hang onto your receipt or proof of purchase too, since we'll need it.
Something feels off. My piece doesn't fit right, or it got a little banged up on the way to me. What now?
Totally understandable, and it happens sometimes. Every piece is made by hand in my studio, and every so often sizing can run slightly different than expected, or a piece can shift in transit. If that's the case for you, just email me. I'd rather know and make it right than have you stuck with something that isn't working.
How do I start a return?
Email samuelasmith@yoursouri.com and include a couple of photos of the piece along with a quick description of what's going on . Whether that's damage, a fit issue, or anything else. This helps me understand what happened and figure out the best fix quickly.
Once I've had a look and your return is approved, I'll send over a prepaid shipping label and instructions for sending it back. One quick note: please hold off on mailing anything back before it's approved, since returns sent without a request first can't be accepted.
My item arrived damaged or incorrect . What do I do?
Take a look at your order as soon as it arrives, and if anything's defective, damaged, or not what you ordered, email me right away at samuelasmith@yoursouri.com with photos and a description. I'll work with you from there to sort it out.
Can I exchange my piece instead of just returning it?
If we look at your return and determine it's something that can't be repaired and it's a Souri-side issue [ like a manufacturing flaw or something that went wrong in my studio ]an exchange is on the table. If it's more of a fit preference or a change of mind, the fastest path is to return the original piece and place a new order for what you'd like instead.
Is everything returnable?
Sale items and gift cards can't be returned, If you're not sure whether your item qualifies, just ask before ordering and I'm happy to clarify.
When will I get my refund?
Once I've received and looked over your return, approved refunds go back to your original payment method within 10 business days. Your bank may take a bit longer to actually post it on their end.
If it's been more than 15 business days since your return was approved and you still don't see it, email samuelasmith@yoursouri.com and I'll look into it.