Sussan

Your right to a refund of purchase price

You are entitled to a refund for items you purchase from Sussan if the item is:

(a) faulty and the fault or defect was not pointed out to you before you purchased it or would not have been apparent to you when you inspected the goods before purchase; or
(b) not 'of merchantable quality', meaning that it is not of the quality that you reasonably expected when you purchased it, bearing in mind the way the item was described to you before your purchase and also the price of the item; or
(c) not fit for its purpose, meaning that the item does not do what you reasonably expected it would,

AND you return the item within a reasonable time after purchase and provide Sussan with proof of purchase, such as your original Sussan receipt or bank statement. If you do not return the item within a reasonable time, you will not be entitled to a refund of the purchase price but you will be entitled to exchange the goods or have them repaired.If you are entitled to a refund but you would prefer to exchange the item or receive a Sussan gift card of equivalent value to the item, Sussan is happy to exchange or give you the gift card instead of a refund.

Afterpay Returns

Afterpay is currently only available for online purchases within Australia at www.sussan.com.au, and not at Sussan stores. If you require a refund in line with our Returns Policy, all returns on purchases made via Afterpay must also be returned via post to the Sussan Online returns address, for a refund. Sussan stores cannot currently process exchanges or refunds with Afterpay.  If you are returning a faulty or incorrect item where you have used Afterpay, please contact us in advance with your Sussan online order number, to arrange reply paid post.

With online refunds and/or in the event that an item from an Afterpay purchase cannot be fulfilled, your Afterpay balance will be reduced to reflect the new order total which can take up to 5 business days after the refund has been processed. For additional information please view the Afterpay terms here. 

Sussan 'Change of Mind Policy'

Sussan is not legally obliged to give refunds of the purchase price or gift cards on items, or exchange them, simply because you have changed your mind about the purchase.

However, under our own Sussan 'Change of Mind Policy', if you simply change your mind we do offer a refund, exchange or gift card of value equivalent to the purchase price for most items provided that:

(a) you return the item within 14 days from the date of purchase (or for online purchases, from the date you receive it); and
(b) the item is unworn and in its original condition; and
(c) all original labels and tickets are attached to the item; and
(d) you provide an original Sussan tax invoice as proof of purchase; and
(e) sale merchandise will only be exchanged, not refunded.

The Sussan 'Change of Mind Policy' does NOT apply under any circumstances to purchases of the following items:

(a) earrings;
(b) cosmetics;
(c) lingerie; or
(d) hosiery

Afterpay purchases, must comply with our full Returns Policy. You can also see additional information here.

We have an extended return period for Christmas orders and gift purchases made from our online store.
Customer will have until 5^th January 2019 to return back to our warehouse.

If, for any reason, what you’ve purchased is not suitable we are happy to offer you a refund (or exchange in store for Gift Card, PayPal, Debit or Credit Card orders).

• You must return any items within 14 days of receiving your parcel. 
• We can only accept returns if items are unworn and in their original condition with labels/tickets attached. 
• For hygiene reasons you cannot return earrings, cosmetics, lingerie or hosiery. 
• For in store returns you must show the tax invoice for your order. 
• All returns must comply with our full Returns Policy

Afterpay Returns

Afterpay purchases, must comply with our full Returns Policy. You can also see additional information here.

Australian Returns

To return items to our online store, please follow the steps below:

Go to https://returns.auspost.com.au/sussan-online-returns or click the ‘Online Return Form’ in the site footer below.

• Fill out your return details and pay for your return to be processed
• Print your return label with your order (the label will also be emailed to you). Don't have a printer? No problem. You can print your label at a post office - just show the confirmation email on your mobile device and they can print it for you.
• Fill out the bottom section of the return form that came with your parcel and include with your return.
• Then lodge your item at a post office, or drop it into a red street posting box (if size permits). Take your parcel to the counter at the post office if you want a lodgement receipt with a parcel tracking number. 

Once we receive your parcel we will process your return and you will receive a confirmation email.

Our return address is:

Sussan Online

Gate 3 Building 9
49 – 69 Byron Road,
Yennora
New South Wales 2161
Australia

For faulty items, please contact us to have your items returned to our online store at no cost to you.

Afterpay Returns

Afterpay purchases, must comply with our full Returns Policy. You can also see additional information here.

Click & Collect Returns

You can return any items from Click & Collect orders in store (excluding Afterpay purchases. Please see below) or by using our  return service.

For more infortmation on Click & Collect, please see full FAQs here

International Returns

Please send your return to the address below:

Sussan Online
Gate 3 Building 9
49 – 69 Byron Road,
Yennora
New South Wales 2161
Australia

All returns must include your completed return form (included with your order)

We recommend you send your goods back using a trackable delivery service as Sussan does not accept responsibility for items lost in transit. Once we receive your parcel we will process your return and you will receive a confirmation email. Refunds will be credited against your original method of payment, excluding delivery charges.

Afterpay Click & Collect Returns

Afterpay is currently only available for online purchases within Australia at www.sussan.com.au, and not at Sussan stores. If you require a refund in line with our Returns Policy, all returns on purchases made via Afterpay must also be returned via post to the Sussan Online returns address, for a refund. Sussan stores cannot currently process exchanges or refunds with Afterpay.  If you are returning a faulty or incorrect item where you have used Afterpay, please contact us in advance with your Sussan online order number, to arrange reply paid post.

We have a flexible Returns Policy to make online shopping easy and convenient. If you wish to return an item we will offer a refund or exchange (in store only) provided you return it within 14 days from the date you receive it, unworn and in its original condition with labels/tickets attached. You cannot return earrings, cosmetics, lingerie or hosiery. if you return in store you must show your order Tax Invoice.

For full details please see our Returns Policy.

Afterpay purchases, must comply with our full Returns Policy. You can also see additional information here.

Unfortunately we can’t accept online exchanges at this stage; however you can take your item into any Sussan store for an exchange (within Australia. Excludes Afterpay purchases). Please show your order Tax Invoice for any in store exchanges.

For international orders, if you wish to exchange your purchase, you will need to return it for a refund and place a new order.

Afterpay purchases, must comply with our full Returns Policy. You can also see additional information here.

Unfortunately, once your order has been placed we are unable to cancel or change your order.  However, once you have received your goods you can return them for a refund. For full details please see our Returns Policy.

We automatically issue a refund if an item is returned, so you can purchase another item you would like instead. 

If you think you’ve been refunded an incorrect amount, please contact us and we will solve this problem as soon as we can.

Afterpay purchases, must comply with our full Returns Policy. You can also see additional information here.

We’ll send you an email letting you know as soon as we have processed your refund. If you haven’t received this email within 10 days of posting your parcel to us, please contact us.

Please note, during peak promotional periods such as VIP sales, Mother's Day and Christmas, you may experience a delay in processing your refund. We apologise in advance for any inconvenience.

Sussan gift cards are non-refundable, non-transferable and cannot be redeemed for cash.

However, gift cards are valid for a twelve month period (3 years in NSW) and can be used in conjunction with any sale in store (unfortunately, at the moment gift cards cannot be redeemed in our online store).

Please download our online return form below.

Online Return Form