Refund policy
We want customers to shop at Susie Henry with confidence.
If an eligible product does not work for you, you may request a return under the conditions described below.
1. Return Request Deadline
Return requests may be submitted within 30 days following delivery.
Please contact us before shipping any merchandise back.
Sending an item without obtaining the appropriate return instructions may delay processing or result in the package being delivered to the wrong facility.
2. Trying On Footwear
Footwear may be carefully tried on indoors to check sizing and fit.
We recommend using a clean indoor surface and keeping all packaging until you decide whether to keep the product.
Shoes that have been worn outdoors may no longer qualify for a standard return.
3. Return Condition
Eligible products should generally remain:
- Unworn outdoors
- Clean
- Undamaged
- Unwashed
- Unaltered
- Free from stains
- Free from strong odors
- Free from excessive wear
- Complete with included accessories
- In the original packaging when reasonably possible
4. Products That May Not Be Accepted
A standard return may be refused when:
- The return period has expired
- Shoes show significant outdoor wear
- Merchandise has been damaged by the customer
- Products have been altered
- Important components are missing
- Products contain stains or noticeable odors
- An item was clearly identified as Final Sale
- Merchandise was returned to an unauthorized address
Nothing in this policy removes consumer rights that cannot legally be excluded.
5. Starting a Return
Before returning a product, contact:
Your return request should include:
- Order number
- Full customer name
- Email used for the order
- Product being returned
- Reason for the return
If the item is damaged, defective, or incorrect, please also provide photographs.
Our customer service team will review the request and send return instructions where applicable.
6. Return Address
Do not automatically send a return to an address printed on the original shipping package.
The parcel may have been shipped from a warehouse, carrier facility, or logistics partner that does not accept customer returns.
Use only the return address confirmed by our customer support team.
Susie Henry cannot guarantee recovery or processing of packages sent to an unauthorized location.
7. Return Shipping Costs
Customers are generally responsible for return shipping costs when a return is based on:
- Size preference
- Fit preference
- Color preference
- Change of mind
- Accidental purchase
- Personal preference
If we confirm that an incorrect, defective, or damaged product was supplied, we will review the circumstances and provide an appropriate resolution.
8. Tracking Your Return
For your protection, we recommend choosing a return shipping method that includes tracking.
Keep your:
- Tracking number
- Shipping receipt
- Carrier confirmation
until your return has been completed.
We cannot guarantee a refund for merchandise that does not reach the authorized return location.
9. Return Inspection
Products may be inspected once received.
The inspection may verify:
- Product condition
- Signs of use
- Packaging
- Missing components
- Damage
- Whether the correct product was returned
A product that does not meet the return requirements may be denied a refund or receive an adjusted refund where legally permitted.
10. Approved Refunds
Approved refunds will normally be issued to the original payment method.
After a refund is submitted, your bank, credit card company, or payment provider may require additional business days to display the transaction.
The exact posting period is determined by the financial institution.
11. Original Shipping Charges
Original delivery fees are normally non-refundable for customer-choice returns.
Exceptions may apply if:
- An incorrect item was shipped
- A verified defect existed when the product arrived
- The merchandise arrived damaged
- Applicable law requires reimbursement
12. Incorrect Items
If you receive a product, size, or color different from your order confirmation, contact:
Please include your order number and clear photographs of the product and relevant labels.
13. Damaged or Defective Merchandise
If your item arrives damaged or appears defective, please contact us before extensive use.
Provide:
- Order number
- Explanation of the issue
- Full product photograph
- Close-up photographs
- Packaging photographs when relevant
Please retain the packaging until your request has been reviewed.
14. Exchanges
Direct exchanges may depend on inventory availability and cannot always be guaranteed.
If you would like another size, color, or style, customer support may recommend returning the original item and placing a new order.
15. Order Cancellations
Cancellation requests should be emailed to:
as soon as possible after the order is placed.
We will attempt to assist before fulfillment progresses.
Orders that have already been processed, packed, or transferred to a shipping provider may no longer be eligible for cancellation.
16. Return Assistance
For any question concerning a return or refund:
Email: zuppastuder32@outlook.com
Please include your order number.