Returns & Exchanges
General Return & Exchange Policy
1. You must make a return or exchange request within 30 days of receiving the package (the date of receipt is based on the delivery date shown in the logistics).
2. Products must be returned unworn, unwashed, in their original condition and with all tags attached.
3. The following items cannot be returned, refunded or exchanged:
(1) Items On Clearance
(2) Lingerie
(3) Face Masks
(4) Customized Items
(5) Gift Wrap Boxes/Gift Bags
(6) Gift Cards/Free Gifts
(7) Items damage/loss caused by the customer
4. We do not accept packages that are returned directly without contacting us in advance.
5. Please send your package within 30 days of receiving the return address. In case of special circumstances, please contact us in advance to inform us. Otherwise, your return will not be accepted.
6. Packages without a return tracking number will not be processed for a refund or exchange.
Return Process
1. Please contact us with the reason for your return. If you receive an incorrect, damaged, or faulty item, please include a clear photo of the item with your letter so that we can verify the issue.
2. We will provide you with the appropriate return address as soon as we receive your request.
3. Please provide us with the return tracking number once you send the package out.
4. Refunds are issued to your original form of payment 1-3 working days after your return is received at our warehouse. If you paid via PayPal, the refund will be credited to the original payment method within 1-3 business days. If you paid via Stripe or WorldPay, the refund will be credited to the original payment method within 7-15 business days.
Please Note: If the reason for the return is due to our mistake, such as an incorrect product or product quality issue, we will provide you with a full refund. However, if the return is due to the customer's mistake, such as not liking or wanting the item, or ordering the wrong product or size, the customer will be responsible for the shipping fee. We do not charge any restocking fee for returned products.
Exchange Process
1. We support 30 days unconditional exchange, which means the shipping cost of the exchange is covered by us.
2. Please let us know your exchange request via email and get a return address.
3. We will arrange a replacement for you 1-4 working days after your return is received at our warehouse.
Please note:
1. We only support one free exchange. For the second exchange request, you will be responsible for return shipping costs.
2. If you paid via PayPal, refunds will arrive within 1-3 business days. If you paid via Stripe or WorldPay, refunds will arrive in 7-15 business days.
3. The final interpretation of the terms and conditions belongs to SUSANSILK team.
Returns Shipping Cost
Shipping costs for returns are the responsibility of the customer.
If you receive an incorrect, damaged or faulty item, please email us within 30 days with a clear photo of the item so we can verify the problem. Once the problem has been confirmed, we will refund your shipping costs. Please follow the instructions provided by our customer service team.
Refunds
Refunds are issued to your original form of payment 1-3 working days after your return is received at our warehouse. If you paid via PayPal, the refund will be credited to the original payment method within 1-3 business days. If you paid via Stripe or WorldPay, the refund will be credited to the original payment method within 7-15 business days.
Order Cancellation
If you wish to cancel your order, please contact us as soon as possible after making the purchase.
If your payment has been processed and the package has not yet been shipped, we will be able to cancel your order and refund your money in full.
Once the package has been shipped, we will not be able to cancel your order. In such cases, you may return the package to us once it is delivered, and we will process a refund for you 1-3 working days after your return is received at our warehouse. Please note that shipping charges will not be refunded.
Contact Us
If you have any further questions, please don't hesitate to contact us. We will respond as soon as possible.
Email: susan@susansilk.com
(Our customer service team will respond within 24 hours)
Address: 4100 Moorpark Avenue, San Jose California 95117, United States
Phone: +1 313-203-6515
(Service time: from 9:00 AM to 5:00 PM PST - Monday to Friday)