Refund policy

 

Returns & Refunds Policy

1. General Return Terms

We hope you love your purchase, but if you need to make a return, please contact us at suzisonline@gmail.com within 7 days of receiving your order.
Only items that are in their original condition—unworn, unused, unwashed, with all tags attached and in their original packaging—are eligible for return. Please include your receipt or proof of purchase.

All returns must be approved by us before sending anything back. Once we confirm your request, we’ll provide the return address and instructions. Items sent without prior approval cannot be accepted.

2. Timeframes & Conditions

After your return is approved, please ensure the item reaches us within 7 days.
Returns received more than 14 days after approval will not be processed.

Return postage costs are the responsibility of the customer.
As we cannot be held responsible for lost parcels, we strongly recommend using a tracked delivery service when sending your return. Refunds cannot be issued for items that we do not receive.

3. Damaged or Incorrect Items

Every order is carefully checked before being dispatched. If you receive a damaged, faulty, or incorrect item, please contact us immediately at suzisonline@gmail.com so that we can resolve the issue.

If the product is confirmed to have been faulty when shipped, we will issue a full refund as long as the item has not been repaired or altered in any way.

4. Items Not Eligible for Return

Some products cannot be returned for hygiene or customization reasons. These include:

• Earrings for pierced ears
• Personalised or custom-made products
• Sale items
• Gift cards

Additionally, any returned items that show signs of wear—such as stains, perfume or smoke smells, or general use—will not be refunded. If the item is partially diminished in value but still resalable, we may deduct an appropriate amount from your refund.

5. Exchanges

We don’t offer direct exchanges. The quickest way to receive the item you want is to return your original purchase for a refund and then place a new order for the replacement item.

6. Refund Processing

Once your return is received and inspected, we’ll email you to confirm whether your refund has been approved.
Approved refunds are processed back to your original payment method.
Please note that your bank or card provider may take several business days to post the refund to your account.

Need Help?

If you have any questions about your order or our returns process, please email us at suzisonline@gmail.com— we’re always happy to help.