Refund policy

Returns & Refunds

Does 'The Susana Shop' offer refunds?

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please refer to the ‘Damages’ section below.

Can I exchange an item for a different size/color?

At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section.

Damages

We offer a 100% money back guarantee on all products that are defective or damaged during shipping.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item.

Email us at support@thesusanashop.com within 7 days after the order has been received. Include photos of the damaged product, your order number, and any other details you may have about your order. 

If an error was made on our part, we’ll take full responsibility and provide a free replacement or a refund.

Please note: 

    • Items sent back to us without first requesting a refund/replacement will not be accepted. 
    • Customers will be responsible for paying return shipping costs.
    • We do not issue a refund/replacement if it is due to factors within your control that the shipment didn’t arrive (e.g. providing the wrong shipping address).
    • All apparel (clothing) products and household items (pillows, mugs, posters etc) are printed and fulfilled on demand once you place an order. Therefore we can’t offer refunds for buyer’s remorse. Please check the size guides for each product to make sure you are ordering the right size garment.

You can always contact us for any return question at support@thesusanashop.com.

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