Return Policy

Return Policy — Susan & Chloe London

At Susan & Chloe London, we strive to ensure every customer is delighted with their purchase. However, we understand that sometimes a return may be necessary. This Return Policy explains how returns work and what you can expect from us.

We offer a 30-Day Money-Back Guarantee under the conditions outlined below.

1. Return Eligibility

To qualify for a return:

  • You may only request a return after physically receiving the item.

  • Return shipping costs — including international shipping fees and possible customs charges — are fully the customer’s responsibility.

  • Items must be unused, unwashed, undamaged, and in original condition, with all tags and labels attached.

  • Trying on items is allowed; wearing them is not.

  • Ordering multiple sizes with the intention of returning part of the order is not permitted.

  • Returned items that do not meet these requirements may be refused.

2. How to Start a Return

Please follow the steps below:

  1. Submit your return request by emailing us at info@susanandchloelondon.com within 30 days of receiving your order.

  2. You will receive the return address of our fulfillment partner (located in China).

  3. Ship the item back at your own expense, including any customs fees or international return charges.

  4. We strongly recommend using a track & trace shipping method to avoid lost shipments.

3. Refunds

Once the returned item arrives at our partner’s facility and passes inspection, we will process your refund.

  • Refunds are issued within 14 days using the original payment method.

  • Shipping fees and return costs are non-refundable.

If an item is returned in unacceptable condition, no refund will be issued.

4. Responsibility & Liability

  • We are not responsible for lost return packages, especially if the tracking indicates that the package was delivered to the address you provided.

  • If the customer enters an incorrect or incomplete address during checkout, the responsibility lies entirely with the customer.

  • Address corrections must be reported within 24 hours of placing the order.

5. Contact Information

For any questions or return-related assistance, you can reach us at:

Email: info@susanchloelondon.com
Company: Susan & Chloe London