Frequently Asked Questions

Shipping & Delivery

When will my order ship?
We process and ship most orders within 1 to 3 business days. Once your order is on the way, you'll receive an email with tracking information.

How long does delivery take?
Most orders arrive within 7 to 13 business days after shipping. Timing can vary depending on where you live and carrier service in your area.

Can I track my package?
Yes. As soon as your order ships, you’ll get a tracking link via email. You can check your order status at any time using your order or tracking number.

Returns & Exchanges

What if I need to return something?
You can return any item within 30 days of delivery as long as it’s unworn, unwashed, and in its original condition with all tags attached.

Do you offer exchanges?
We don’t process direct exchanges. The fastest way is to place a new order for the item you want and return the original for a refund.

Who covers the return shipping cost?
Customers are responsible for return shipping. We recommend using a tracked shipping method to ensure it gets back to us safely.

When will I get my refund?
Refunds are processed within 2 to 4 business days after we receive your return. Once issued, it typically takes 3 to 5 business days to appear in your account, depending on your payment provider.

Orders & Payments

What forms of payment do you accept?
We accept most major credit and debit cards, including Visa, Mastercard, American Express, and Discover. You can also check out using Apple Pay or Google Pay.

Can I make changes to my order after placing it?
If you need to make a change, contact us as soon as possible. We process orders quickly, but we’ll do our best to help if the order hasn’t shipped yet.

I didn’t receive a confirmation email, what should I do?
Check your spam or promotions folder first. Still nothing? Send us a message at support@susan-smith.com and we’ll resend it.