Refund Policy

We want you to love what you order from Susan New York. If something is not right, our 30-Day Money-Back Guarantee lets you return it with peace of mind.

Return Window

You can request a return within 30 days of receiving your order.

Return Conditions

To be accepted, returned items must be:

• Unworn, unwashed and in the same condition you received them.
• Returned with all original tags and packaging.
• Free of stains, odors, perfume or signs of use beyond trying them on.

How to Start a Return

1. Email us at support@susannewyork.com with your order number and the items you would like to return.
2. Our team will reply with the return address and instructions. Please do not send items back without contacting us first, as returns sent to the wrong address cannot be processed.
3. Pack the items securely and send them using a tracked shipping service.

Return shipping costs are paid by the customer, unless the item arrived damaged, defective or incorrect.

Damaged, Defective or Wrong Items

If your item arrives damaged, defective or is not what you ordered, please contact us as soon as possible after delivery with your order number and a photo of the item. We will make it right.

Refunds

Once your return arrives and has been inspected, we will email you to confirm whether it is approved. Approved refunds are issued to your original payment method within 10 business days. Depending on your bank, it may take a few extra days for the amount to appear on your statement.

Order Cancellations

Orders are sent to our warehouse quickly after they are placed. If you would like to cancel or change your order, contact us as soon as possible. Once an order has been processed or shipped, it can no longer be cancelled, but you can return it under this policy.

Questions

If you have any questions about returns or refunds, write to us at support@susannewyork.com or use our contact page.