Refund policy
Return & Refund Policy
Last updated: 19.05.2026
⚠️ IMPORTANT INFORMATION BEFORE YOU ORDER
Please read this information carefully before placing an order. By placing your order, you acknowledge that you have been informed of and accept the following:
- Susan's Footwear products are shipped directly from our supplier's warehouse in the People's Republic of China.
- Returns must be shipped to our supplier's address in the People's Republic of China at the Customer's expense.
- Return shipping costs are typically $20–$50 USD, depending on carrier and package weight.
- We do not currently offer direct exchanges. To receive a different size, color, or style, please return the unworn item per this policy and place a new order.
At Susan's Footwear, we want you to feel confident with every purchase. This policy explains exactly how returns, refunds, and product issues are handled.
1. RETURN WINDOW — 30 DAYS
You have 30 days from the date of delivery to request a return. Within this window, contact our customer service at support@susansfootwear.com to initiate the return process.
2. RETURN CONDITIONS
To be eligible for a return, footwear must be:
- Unworn and in original, unused condition;
- Free from any signs of wear, including sole markings, scuffs, scratches, creases, or odors;
- In its original packaging, including the original shoe box, dust bags, and any inserts or tags;
- Returned with all included accessories.
We recommend trying on footwear on a clean, carpeted surface only. Footwear that shows any signs of outdoor wear cannot be returned.
Items that are worn, damaged, or returned without original packaging cannot be accepted.
3. RETURN ADDRESS — PEOPLE'S REPUBLIC OF CHINA
⚠️ Our supplier's fulfillment warehouse is located in the People's Republic of China. All returns must be shipped to our address in China. You will receive the exact return address by email from our customer service team after your return request is approved.
Please do not ship any product before receiving our written confirmation with the return address and return authorization. Returns sent without prior authorization will not be accepted and will not be refunded.
4. RETURN SHIPPING COSTS
Return shipping costs to our warehouse in China are the responsibility of the Customer. These costs typically range from $20 to $50 USD, depending on carrier and package weight.
We recommend using a carrier with tracking and insurance, as Susan's Footwear cannot be held responsible for returns lost or damaged in transit.
Any customs duties, taxes, or fees incurred on the return shipment to China are also the responsibility of the Customer.
5. HOW TO REQUEST A RETURN — STEP BY STEP
1) Contact customer service
Email support@susansfootwear.com within 30 days of delivery, providing:
- Your order number
- The reason for the return
- Photos of the product showing its unworn condition, with original packaging and tags
2) Receive return authorization
Our customer service team will review your request and, if approved, send you a return authorization form and the China return address by email within 1–2 business days.
3) Ship the package
Pack the unworn product securely in its original packaging, include the completed return form, and ship it via a tracked service to the provided address.
4) Send us the tracking number
Email the tracking number to support@susansfootwear.com so we can monitor the return.
Important: Returns without prior authorization will not be accepted.
6. DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS
If you receive a product that is damaged in transit, defective, or different from what you ordered, please contact us within 7 days of delivery at support@susansfootwear.com with:
- Your order number
- A description of the issue
- Clear photos of the product, packaging, and any visible defect or damage
In these cases, a return shipment is generally not required. We will arrange a full refund or replacement at no additional cost.
7. SIZING AND FIT
Footwear sizing varies between manufacturers and styles. We provide size guides on each product page to help you choose the correct size. You are responsible for selecting the correct size before ordering.
Returns based on incorrect fit are accepted under this policy, provided the footwear is unworn and meets all return conditions in Section 2. Return shipping costs in such cases are the responsibility of the Customer.
8. REFUND PROCESSING
Once we receive and inspect the returned product at our warehouse, refunds are processed within 10 business days.
Due to international shipping times, the full return cycle — from package dispatch by you to refund receipt — may take 4 to 6 weeks.
Refunds are issued to the original payment method used at checkout. The time for the refund to appear in your account depends on your bank or payment provider.
Please note:
- The original shipping cost is not refunded.
- Return shipping costs are not reimbursed (unless the product was defective, damaged, or incorrect per Section 6).
9. PACKAGE REFUSAL
Refusing to accept a package after dispatch does not entitle you to a full refund of your order. If a package is refused or returned to sender, it must travel back to our warehouse in China, which results in return shipping costs to Susan's Footwear.
In such cases, we may refund the product value minus the original shipping costs, return shipping costs, and a $15 administrative handling fee.
10. EXCHANGES
We do not offer direct exchanges at this time. If you wish to receive a different size, color, or style, please return the unworn item per this policy and place a new order.
11. ORDER CANCELLATION BEFORE SHIPMENT
Orders can be canceled free of charge as long as the shipment status has not yet changed to "shipped." To request a cancellation, please email support@susansfootwear.com.
12. CONTACT
For questions about returns, refunds, or product issues:
Starc Ecom B.V.
Radarweg 29
1043 NX Amsterdam, The Netherlands
Email: support@susansfootwear.com