1. What is your returns policy?

You can find our Returns Policy and Change of Mind Policy here.

2. How do I return items I’ve purchased online?

All returns must comply with our full Returns Policy.


IN-STORE:
For your convenience, online purchases can be returned at our Sussan stores for a refund or an exchange within 30 days of delivery in line with our returns policy

Please show your email confirmation as proof of purchase and our store teams will assist you further.

Any refunds will be credited against your original method of payment, excluding delivery charges & any promotional codes used.

ONLINE:

  1. Go to the Aus Post Returns Portal to purchase your returns label.
  2. Fill out your return details and complete the payment of the returns label.
  3. You have the option of having your label emailed to you to print at home or the returns barcode to take to the post office and scan.
  4.  Tick the relevant items on your returns slip and include in your parcel.
  5.  Take your parcel to the post office, show your returns email and lodge the item at the counter.

Australia Post will then send up to 3 notifications to your email address to update you once your return is on its way. We strongly recommend retaining these details to monitor the journey of your return.Once we receive your return, we will process your refund within 2-5 business days and a confirmation will be emailed to you. 

Refunds will be credited against your original method of payment, excluding delivery charges & any promotional codes used.

If you wish to make a return and use your own return satchel, you are more than welcome to do so. Please make sure to include all of your returns details inside.We also strongly recommend that you retain the tracking number for your returns parcel, as we do not accept responsibility for any returns that may be lost in transit.


Please direct your returns to the below address:


Sussan Online

3 Norwest Ave

LAVERTON NORTH

Victoria 3026

Australia

3. Do you offer exchanges online?

If you would like to exchange your item online, you will need to return it to our online store for a refund and place a new order. You can also take it into any Sussan store (excludes Afterpay). For in store returns you must show the tax invoice for your order.

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

For Afterpay purchases, please see additional returns information here.

4. How will I know when you have received my returned goods?

You will receive an email letting you know as soon as your order has arrived in our warehouse. Our team will then process your refund within 2-5 business days. If you haven’t received this email within 10 days of posting your parcel to us, please contact us.

Please note: During peak periods such as VIP sales, Mother’s Day and Christmas, you may experience a delay having your refund processed.

5. Can I return a gift card?

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

6. What happens to my voucher/promo code if I return my order?
Unfortunately, VIP Vouchers and Promo Codes are non-refundable, so please choose your items carefully when redeeming a voucher/promo code on your order.

For online orders, the discount amount is proportionately applied across each item purchased. The final amount refunded represents the original purchase price less the apportioned discount amount.

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