How do I check the status of my order?

Please note that most of our items are made to order and require 7-14 business days to complete. 

Once your order is shipped, you will receive a confirmation email that includes a tracking number. If you have not received this email, please feel free to contact hello@susanalexandra.com to check on the status of your order.

What if my product(s) are damaged upon arrival?

Oh no! That's not good! Please email us right away at hello@susanalexandra.com with your order number in the subject line of the email!

I never received my package. What should I do?

Please contact us at hello@susanalexandra.com if you do not receive your package after a reasonable period of time. Susan Alexandra is not responsible for packages once they have been consigned to a carrier for delivery to your shipping address. However, we would be happy to contact the carrier to inquire after your package.

Susan Alexandra is not able to refund or replace stolen packages that have been confirmed as delivered. Please ensure your delivery address is correct and secure!

Items that are listed and purchased as pre-order require additional time to complete! Your selected method of payment will be charged upon checkout and the item will be shipped within the selected time frame stated in the product's description.
Should you need to receive your order before the stated completion date, please reach out to hello@susanalexandra.com and we will do our very best to accommodate your request!

We offer complimentary domestic shipping on all orders over $125! Please note that at this time, we cannot ship to PO Boxes or any FPO/APO addresses.

COVID-19 Update

Since each piece is handmade and our production times are slightly delayed due to COVID-19, please allow more time for your item to ship. If you need something sooner or have questions about shipping times for specific products, just email us or use the live chat on our site!

Shipping Times

Please note that most of our items are made to order and require 7-14 business days to complete. 

All domestic (US) orders will be processed and shipped via UPS within 7-14 business days of order confirmation unless otherwise indicated in item's description. 

If we do have current stock of your item(s), we will ship them out as quickly as possible.  

Expedited Orders

If your order is a rush, please contact us at hello@susanalexandra.com and we will do our very best to accommodate your request!

Domestic Returns

All unused full-priced merchandise can be returned for store credit or exchange within 14 days of delivery. Items must be returned to us in original condition in order to receive credit.

Please note that any custom Susan Alexandra items are FINAL SALE and not eligible for returns or exchanges of any kind.

How To Initiate A Return Or Exchange

1. Please email hello@susanalexandra.com with your original order number in the subject of the email.

2. A customer care representative will reply to you within 1-2 business days with a pre-paid UPS return label for you to use to return your item(s).

3. Please use the original packaging included in your shipment to return any item(s).

4. Once our team has approved the returned stock, your refund will be credited in the form of a store credit or exchange within 5-10 business days. Store credit can only be used for full priced items.

Items Purchased via Temporary Promotions

Unless otherwise indicated, any items that are purchased with a discount code are eligible for a full refund within 14 days of purchase.

Sale/Markdown Items

Unless otherwise indicated, any items that are marked down and on sale on Susanalexandra.com may be returned for an exchange or Susan Alexandra store credit only.

Sample Sale Items

Unless otherwise indicated, any items that are purchased during a Susan Alexandra sample sale are FINAL SALE and not eligible for returns or exchanges of any sort.

COVID-19 Update

Since each piece is handmade and our production times are slightly delayed due to COVID-19, please allow between 1-3 weeks for your item to ship. If you need something sooner or have questions about shipping times for specific products, just email us or use the live chat on our site!

Susan Alexandra provides complimentary international shipping on orders over $360! 

Under $360 Orders

International orders under $360 are charged a flat $40 shipping fee, which is separate from any duties and import taxes that are the responsibility of the customer.

Import & Duties

International shipments may be subject to additional customs, duties and fees, all of which are the full responsibility of the recipient. These fees may vary from country to country and shipping delays may occur due to customs.

Shipping Times

Please note that most of our items are made to order and require 7-14 business days to complete. 

Most of our orders leave our offices within 7-14 business days of order confirmation. Once your international order has shipped, we estimate that you will receive your order within 3 – 8 days of its original ship date. 

International orders may experience delays caused by customs. These notifications can be accessed through the tracking number provided in your final confirmation email.

Expedited Orders

Should you need to expedite your order, please reach out to hello@susanalexandra.com and include your order number in the subject line of the email. We will do our very best to accommodate your request.

Please note that costs associated with orders that are expedited are the full responsibility of the customer. A member of our team will let you know what the shipping cost will be prior to sending you a separate invoice for shipping charges.

Returns

Should you need to return your product within 14 days of delivery, please reach out to hello@susanalexandra.com with the order number in the subject line of your email and we will assist. Orders may be returned for store credit or exchange.

Please note that return shipping and any duties and import taxes associated with an international return are at the expense of the customer. 

Unless otherwise specified, any custom Susan Alexandra orders are FINAL SALE and will not be eligible for returns or exchanges. Thank you for your understanding!

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