Returns & Exchanges
General Return & Exchange Policy
We accept return and exchange requests within 30 days of delivery. The delivery date is based on the tracking information provided by the carrier.
Items must be returned unworn, unwashed, in their original condition, and with all tags attached.
The following items cannot be returned, refunded, or exchanged, except where otherwise required by applicable law:
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Customized items
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Gift cards
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Gift wrap boxes and gift bags that have been used, damaged, or are not in their original condition
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Free gifts, unless they are returned together with the returned items. If a free gift is not returned, we may deduct its value from your refund where permitted by law.
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Items that are damaged, lost, or have decreased in value due to handling beyond what is necessary to inspect the product
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For hygiene reasons, face masks, underwear, and intimate apparel that have been opened, worn, washed, or whose protective seals or hygiene stickers have been removed
Sale or clearance items may be returned within the applicable return period, unless they are marked as final sale and fall within a legally permitted exception, or unless otherwise required by applicable law.
To ensure your return is processed correctly, please contact us before sending your return so we can provide the correct return address and instructions. Failure to contact us in advance may delay processing, but this does not affect your statutory rights where applicable.
Please send your package within 30 days of receiving the return address. If you need more time due to special circumstances, please contact us in advance. Returns sent after this period may be delayed or refused, except where otherwise required by applicable law.
We strongly recommend using a trackable shipping service. If no tracking number is provided, the refund or exchange may be delayed until we can verify that the returned package has been received.
EU Customers – Statutory Right of Withdrawal
For customers in the European Union, you have the right to withdraw from your online purchase within 14 days of receiving your order without giving any reason, unless a legal exception applies. Our 30-day return period gives you more time to request a return, but it does not limit your statutory rights.
You may submit a return, exchange, cancellation, or withdrawal request by contacting us by email or through your customer account/returns portal.
For EU customers exercising the statutory right of withdrawal, we will refund the product price and the standard delivery cost paid at checkout. Any additional cost for express or premium shipping selected by the customer is non-refundable. Return shipping costs are the customer’s responsibility unless the item is incorrect, damaged, faulty, or otherwise required by applicable law.
For EU customers exercising the statutory right of withdrawal, we will issue the refund no later than 14 days after we are informed of your decision to withdraw. We may withhold the refund until we have received the returned goods or until you provide proof that the goods have been sent back, whichever is earlier.
Return Process
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You can submit a return, exchange, cancellation, or withdrawal request through your customer account:
https://shopify.com/62488608945/account , or by emailing us at susan@susansilk.com. -
If you received an incorrect, damaged, or faulty item, please include a clear photo of the item so we can verify the issue.
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Once your request is received, we will provide the appropriate return address and instructions.
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After sending the package, please provide us with the return tracking number if available.
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Once the returned item is received and inspected at our warehouse, we will process your refund to the original payment method.
If the return is due to our mistake, such as an incorrect item or a product quality issue, we will provide a full refund and cover the applicable return shipping cost. If the return is due to personal preference, ordering the wrong item or size, or a similar customer reason, the customer is responsible for the return shipping cost, unless otherwise required by applicable law.
We do not charge any restocking fee for returned products.
Exchange Process
We accept exchange requests within 30 days of delivery.
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Contact us by email or through your customer account/returns portal with your exchange request.
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We will provide the appropriate return address and instructions.
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Once the returned item is received at our warehouse, we will arrange the replacement within 1–4 working days.
We offer one free exchange per order. For a second exchange request, the customer is responsible for the return shipping cost, unless otherwise required by applicable law.
Return Shipping Cost
Return shipping costs are the responsibility of the customer, unless the item is incorrect, damaged, faulty, or otherwise required by applicable law.
If you receive an incorrect, damaged, or faulty item, please contact us within 30 days of delivery and include a clear photo of the item so we can verify the issue. Once the issue has been confirmed, we will refund or cover the applicable return shipping cost. Please follow the instructions provided by our customer service team.
Refunds
Refunds are issued to the original payment method after the returned item is received and inspected at our warehouse.
Once we process the refund, PayPal refunds usually arrive within 1–3 business days. Stripe or WorldPay refunds usually arrive within 7–15 business days. Actual processing times may vary depending on the payment provider or bank.
Order Cancellation
If you wish to cancel your order, please contact us as soon as possible after placing the order.
If your payment has been processed but the package has not yet been shipped, we can cancel your order and issue a full refund.
Once the package has been shipped, we may not be able to cancel the order. In this case, you may return the package after it is delivered, and we will process your refund according to this policy.
For EU customers exercising the statutory right of withdrawal, the standard delivery cost paid at checkout will be refunded. Additional express or premium shipping costs are non-refundable. Return shipping costs are the customer’s responsibility unless the item is incorrect, damaged, faulty, or otherwise required by applicable law.
Contact Us
If you have any questions, please contact us. We will respond as soon as possible.
Email: susan@susansilk.com
Customer service response time: within 24 hours
Address: 4100 Moorpark Avenue, San Jose, California 95117, United States
Phone: +1 313-203-6515
Service time: 9:00 AM to 5:00 PM PST, Monday to Friday
This policy does not limit any statutory rights you may have under applicable law.