Where is my order?

Each item is made by hand! How rare in this day and age, right?

The item is made when the order is placed. Bags take 1 - 6 weeks to make, sometimes more!

If you require an item in a specific time frame, please email hello@susanalexandra.com and we will do our best to accommodate.

Note that we cannot change your shipping address once your order has been placed. We will hold your order instead.

Do you ship internationally?

Absolutely! We ship to every corner of the world. At checkout you will see options for UPS. Please be advised that there might additional custom fees.

Returns and Exchanges?

All items are FINAL SALE unless items are damaged upon delivery. We will happily exchange your item if defective or damaged. Otherwise, we do not accept returns.

Please contact hello@susanalexandra.com in regard to any damaged items before returning to 25 East Broadway, New York, NY, 10002. 

Shipping Issues?

US Shipping : We ship all items by UPS. Once an item is shipped, we are no longer responsible.

We do not refund for packages lost in transit. 

We are unable to refund or replace stolen packages or unretrieved packages that have been confirmed as delivered. Please ensure your delivery address is correct and secure.

We are not responsible for items not received due to an incorrect or an incomplete shipping address. Items marked undeliverable due to an incorrect shipping address will be reissued if and when they are received back and will incur a re-shipping fee.

What is Klarna and how does it work?

Klarna allows for you to split your payment into manageable installments! Get more info on how it all works here!