Return & Refund Policy
At Styled by Susan, we aim to provide customers with a clear and transparent shopping experience. This policy explains the conditions for returning items and requesting refunds. By placing an order through our website, you confirm that you have read and accepted the terms outlined below.
1. Return Window
Customers may request a return for eligible products within 30 days after the order has been delivered, provided that all conditions listed in this policy are met.
2. Requirements for Returning Items
To qualify for a return, the product must meet the following conditions:
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The item must be unused, unworn, and undamaged
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It must be returned in its original condition
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All original labels, tags, and packaging must be included
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The return request must be submitted within the return period
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The return must be approved by our customer support team before shipping
Trying on items for size and fit, similar to a retail store fitting, is acceptable. However, if returned products show signs of wear, washing, or damage, a reduction in value may be applied.
3. Non-Returnable Items
Certain items cannot be returned. These include:
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Products with broken hygiene seals
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Custom-made or personalized items
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Items that have been damaged due to improper handling or misuse
For hygiene reasons, underwear, shapewear, and bras cannot be returned if the hygiene seal has been removed.
4. Return Shipping and Restocking Fee
All approved returns must be shipped to our central warehouse located in Asia.
Customers are responsible for:
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The full cost of return shipping
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Choosing a shipping service capable of handling customs clearance
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Paying any customs duties, taxes, or additional fees
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Ensuring accurate customs documentation for the shipment
Styled by Susan cannot be held responsible for return parcels that are delayed, rejected, or lost due to customs issues or incorrect shipping procedures.
Restocking Fee
A 15% restocking fee will be applied to all approved returns.
This fee covers the inspection, handling, and restocking of returned items.
The same restocking fee also applies to:
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Unopened packages
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Orders refused upon delivery
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Parcels that remain unclaimed and are automatically returned
Exception:
The restocking fee may be waived if the product arrived defective or damaged, subject to review.
5. Return Address
Return shipments must be sent only to the address provided by our customer support team after approval.
Returns sent to any other address cannot be processed or accepted.
6. How to Request a Return
To initiate a return request, please contact our support team via email.
Send an email to info@styledbysusan.com including:
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Your order number
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The item(s) you wish to return
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The reason for the return
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Photos of the product (required if the item is damaged or incorrect)
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Your full name and shipping address
Our support team will respond with further instructions within 12-24 business hours (Monday–Sunday).
7. Order Cancellations
Orders may be cancelled within 30 minutes after the purchase has been completed.
Once the order has entered processing, cancellation is no longer possible.
After delivery, customers may request a return according to this policy.
8. Refund Process
After the returned item has been received and inspected:
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You will be notified about the outcome of the inspection
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If approved, the refund will be issued to the original payment method
Refund processing may take 5–10 business days depending on your bank or payment provider.
Please note:
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The 15% restocking fee will be deducted when applicable
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Original shipping costs are non-refundable
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Optional insured shipping selected during checkout is also non-refundable
9. Discounts and Partial Returns
If your order included a promotional discount (for example bundle offers or buy-more-save-more promotions) and part of the order is returned, the refund amount may be adjusted.
Discounts are recalculated based on the items that remain after the return, not the items originally purchased.
Example:
If returning products causes the order to no longer qualify for the original promotion, the discount will be removed and the refund will be recalculated accordingly.
Refunds are always based on the final order value after adjustments.
Return shipping costs remain the customer’s responsibility, and the 15% restocking fee may still apply.
10. Store Credit
In certain situations, we may offer store credit in the form of a discount code instead of a refund at our discretion.
Store credit issued as a discount code:
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Is non-refundable
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Can only be issued once per order
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Can be used toward a future purchase on our website
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Cannot be exchanged for cash or transferred to another order
11. Failed Delivery or Incorrect Address
If a package is returned to us due to an incorrect or incomplete shipping address provided at checkout, we may:
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Arrange a reshipment after the parcel has returned to our warehouse and the correct address is confirmed, or
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Provide store credit as a goodwill solution, depending on the situation
If returned items are not in their original condition, a value reduction may apply.
12. Policy Changes
Styled by Susan reserves the right to update or modify this policy at any time.
Any changes become effective immediately after being published on the website.
13. Contact Information
If you have questions about this Return & Refund Policy, please contact our support team:
Our team will be happy to assist you.
14. Company Information
Shop name: Styled by Susan
Company name: Astryxa Solutions LLC
Company Registration Number : 41-4466597
Email: info@styledbysusan.com
Tel: +1 (307) 396-4997
Customer Service Hours:
Monday – Friday: 9:00 AM – 5:00 PM (EST)
Saturday – Sunday: 12:00 PM – 5:00 PM (EST)
Business address: 2106 House Avenue, Suite 550 Cheyenne, Wyoming 82001, United States.