Return Policy Last updated: June 4, 2026

At Susan & Laura, we do everything we can to keep our customers satisfied. However, if you wish to return a product, we have outlined our return policy clearly below. When in doubt, always contact us first at contact@susanandlaura.com.

1. How we work Susan & Laura operates on a direct-from-supplier model. To reduce waste and minimize our carbon footprint, we do not maintain large inventory stocks. Items that are not in stock are shipped directly from our supplier located in China. This means that returns must also be sent to our supplier's return address in China.

2. Timeframe and registration

• You can register a return within 14 days of receiving the item, via contact@susanandlaura.com
• You can only register a return after you have physically received the item
• Always include your order number and a valid reason for the return
• After approval, we will provide you with our supplier's return address

3. Conditions

• A valid reason for the return is always required
• Items must be unused, unwashed, undamaged, and in original condition, with all tags still attached
• Trying on is allowed, wearing is not
• Sale items cannot be returned without a valid reason
• Intentionally ordering multiple sizes with the intention of returning (part of) them is not permitted
• Certain items are excluded from returns for hygiene reasons (such as underwear, swimwear, and jewelry), unless unopened and unused

4. Return costs and process

• Return costs are entirely at the customer's expense, including international shipping and any customs costs
• The item must be returned to our supplier's return address in China
• The customer is responsible for shipping, costs, and tracking the return shipment
• We always recommend using a shipping method with track & trace; without proof of shipment, we cannot process a return

5. Customer-friendly alternative Because international returns can be expensive and time-consuming, we are happy to look for a suitable alternative solution together (for example, a partial refund or discount), which we will arrange by mutual agreement via email. Always contact us first at contact@susanandlaura.com before sending anything back.

6. Defective, incorrect, or damaged item If something is wrong with your order — for example the size, fit, or quality — please send us an email within 14 days of receipt with clear photos and a description of the problem. Without photos and a description, we cannot process your complaint and there is no right to a return or refund. With this information, we will find an appropriate solution as quickly as possible.

7. Refund A refund can only be issued after the item has been received and approved at the return address in China. After approval, we will refund the purchase amount within 14 days via the original payment method. Original shipping costs will not be refunded.

8. Cancellations It is not permitted to cancel an order after it has been placed and is being processed. No refund or chargeback can be opened before the item has actually arrived and been received. If you have a question or problem with your order, please contact us first at contact@susanandlaura.com instead of directly initiating a chargeback or refund.

9. Liability

• We are not responsible for lost packages if tracking indicates the item was delivered to the address provided by the customer
• An incorrectly provided address is the responsibility of the customer
• Address errors must be reported within 24 hours of placing the order via contact@susanandlaura.com