Shipping policy
Where will my order ship from?
The 'Signed Susana|15 Poster' and all physical CDs are shipped from our own facility in the Netherlands.
For all other products (apparel, household items and the Susana Rewind Poster) we work with an on-demand order fulfilment company. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!
Shipping costs differ per product and shipping location. These will be calculated at checkout.
More info about shipping times can be found further down below.
International Shipping
We are proud to offer international shipping services. Find our estimated delivery times further down below.
However, there are some locations we are unable to ship to at this moment. If your location is one of them, please contact us at support@thesusanashop.com so we can look into adding it to our shipping destinations.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address
- Ask your local post office if they have your package
- Stop by your neighbours in case the courier left the package with them
If the shipping address was correct, and the package wasn't left at the post office or at your neighbour’s, get in touch with us at support@thesusanashop.com with your order number.
The Susana Shop is not liable if the incorrect address is placed during the checkout process. Please make sure that your billing and shipping address is correct before processing your order!
If the error in the delivery address was made on our end, we will fully take responsibility for the original order at no charge.
Customs
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office.
We are not responsible for any custom fees. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive in your country.
Shipping Times
Product category: Signed Susana|15 Poster / Physical CDs
We will do our best to process and ship your order as soon as possible, but no later than six business days after you placed your order.
Please note the following estimated shipping times (these include our 3 day processing time):
- Netherlands: 4-5 business days.
- Rest of Europe: 5-15 business days.
- US/Canada: 10-12 business days.
- Australia: 12-13 business days.
- Rest of the world: up to 17 business days.
Please note: tracking code is not available for Signed Susana|15 Posters or physical CDs.
Product category: Apparel / Pillows / Susana Rewind Poster
For all apparel and household items the shipping time varies depending on 1) in which facility your order is fulfilled and 2) your location.
Further down below you will find our estimates.
Estimated delivery times (including 2-7 day processing time).*
- 5-11 business days in the US
- 8-17 days in Canada
- 7-27 days internationally
Once we have shipped your order you will receive a tracking code (only if tracking is available for your destination).
Important information regarding the 'Susana Rewind Bundle'.
The CD and the poster in the bundle will be shipped separately and may not arrive at the same time! For more info check the product description of the Susana Rewind Bundle.
My tracking says ‘No information available at the moment’.
For some shipping companies, it takes 1-5 business days for the tracking information to update on the system (after your order has been processed).
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.
Questions?
If you have any other questions, please contact us at support@thesusanashop.com and we will do our best to help you out.