CONTACT US
Customer Service Email: service@susan-julie.com
Please Feel free to contact us at service@susan-julie.com. Our outstanding customer support team is continuously processing your requests! Please allow us up to 24 hours to respond.Thank you for shopping with us!
Frequently Asked Questions：
How do I place an order?
-- Simply choose your desired colour, size, and quantity on the product page, then click the "Add to Cart" button and proceed to checkout.
What payment methods do you accept?
-- We currently accept Paypal, Credit/Debit Card and Klarna as payment methods. You can select your preferred method on the payment page and enter the necessary information to complete your transaction. Please note that we do not accept Cash on Delivery.
What is the material of the products?
-- We prioritise using eco-friendly materials, with a cotton content of over 60% across our products. Depending on the style, some items boast a 100% cotton content. The material of each product varies. You can find the specific material information for the item you are interested in within the product description on the item's detail page.
How do I choose the right size?
-- We provide a detailed size chart with measurements on each product page. You can determine your size by measuring your chest and length. If you prefer a looser fit, we recommend ordering the next size up. You can also refer to our general size conversion chart: https://susan-julie.com/pages/size-conversion-chart
If you have any questions or concerns about sizing, please contact our customer service team before placing your order.
How can I find out the shipping cost?
-- You can view the exact fees when selecting your shipping method; the cost is typically displayed on the checkout page. Now, enjoy free shipping on all orders over £39 on our website!
Where do you ship from and how long does shipping take?
-- We have warehouses in multiple countries and regions, and we'll ship your order from the nearest warehouse based on your delivery address. Once your order is complete, we require 1-3 business days (excluding weekends and holidays) for processing. Our standard shipping delivery time is 7-12 business days (Expedited Shipping: 6-9 business days).
Which countries do you ship to?
-- We ship to many countries worldwide, including Australia, Austria, Canada, Denmark, Finland, France, Germany, Ireland, Belgium, Italy, the Netherlands, New Zealand, Norway, Poland, Portugal, Spain, Sweden, Switzerland, the United Kingdom, and the United States.
If I've ordered the wrong item, how should I remove it from my shopping cart?
-- If your order hasn't been successfully paid for, you can remove the item directly from your cart.
If your order has been paid for and hasn't been shipped yet, please contact our customer service team immediately for assistance.
How do I cancel or change my order?
-- Cancelling an Order: Please contact us immediately.Be sure to include your order number and a message stating that you wish to cancel the order.If the order hasn't been processed yet, we can cancel it for you. However, if the order has been processed, we will be unable to cancel it. In that case, please contact us for a return once you receive the item.
Changing an Order: If you find a typo in the delivery address or any other changes are needed, please contact us immediately after receiving the order confirmation. We will do our best to make the changes for you, but we cannot make any guarantees. Once your order has been shipped, we will be unable to make further changes.
Please note that orders can be processed within 6 hours, so be sure to notify us as soon as possible.
I completed my order but haven't received a confirmation email. What should I do?
-- After placing an order, a confirmation email is automatically sent to confirm that your order has been received. If you haven't received it, please follow these steps:
1.Check your spam folder, as confirmation emails may end up there, especially for Hotmail, MSN, AOL, and some Yahoo users.
2.Verify your email address to ensure you entered it correctly during checkout.
3.Check your bank statement to confirm the transaction.
If you still can't find the confirmation email, contact our customer service at service@susan-julie.com. Our team will assist you in updating your contact information and resending the order confirmation for your reference.
Do you offer discount or coupon codes?
-- Absolutely! You can find some discount codes at the top of our website's homepage, which can be applied during checkout when making a purchase on any items. Please note: a discount code can only be used once.
I forgot to use my coupon code, what should I do? How do I use a coupon code?
-- Unfortunately, discount codes are not applied automatically and must be entered during the checkout process. Once your order has been completed, the coupon code can no longer be applied. We want you to enjoy these savings, so please remember to apply your code before finalizing your purchase. Keep in mind that coupon codes cannot be combined, and only one coupon can be used per order.
How do you use a discount code?
- At the right side (middle for mobile devices)of the checkout screen, look for "Discount Code".
- Enter your code.
- Click or tap Apply. If you added a new address, credit card, or email address, the page might reload. If this happens, enter the details again.
- Complete your purchase.
How can I track my order?
-- You can track your order using the tracking number provided in the shipping confirmation email, typically available about 2-3 business days after your package has been shipped. Enter your tracking number at the following link: https://17track.net/en
Alternatively, you can email our customer service team at service@susan-julie.com with your order number or other order information (such as recipient's name and shipping address) for assistance. While we may not be able to provide tracking for some orders, our company guarantees 100% delivery to all destinations, so there's no need to worry. Any lost items will be reshipped to you free of charge.
Why does my tracking number not exist?
-- First, please carefully double-check that your tracking number is correct.
Second, make sure it is your tracking number and not your order number! The tracking number will be provided in the shipping email once your order has been dispatched. You can also find the tracking number for your order on the "My Orders" page of our website.
I ordered multiple items, but only part of my order has arrived. Why?
-- For logistical reasons, items from the same order may be shipped in separate packages without any additional shipping fees. You might receive multiple packages on different days. Therefore, if you don't receive all your items at once, please don't worry, they are likely still on their way.
If all packages have been delivered and you are still missing items, please contact our customer service through the "CONTACT US" page and submit a request. Our support team will respond within 24 hours and assist you.
How do I return or exchange an item?
-- If you are not satisfied with your purchase, please contact us within 14 days of receiving your item, as we accept returns or exchanges within 14 days of delivery. If the item (size) is not suitable for you, don't worry, we offer free exchanges. Simply contact our customer service on the website. If you still need to return the item, we have return warehouses in multiple countries and will provide the nearest return address to you.
For more detailed return policy information, please visit: https://susan-julie.com/pages/return-exchange
My package shows as delivered, but I didn't actually receive it?
-- We ensure the delivery of the items to the address you provided. We are not responsible for items misplaced/stolen after delivery (e.g., left at the mailbox).
What should I do if I receive a wrong/damaged/defective item?
-- Please contact us via email, providing pictures of the wrong/damaged/defective item and your order number, so we can investigate and take further steps to resolve your issue. For products with quality-related issues, such as damaged, defective, or incorrect items, we will provide a refund or replacement.
How secure is my personal information?
-- Our store adheres to the highest industry standards in protecting your personal information when you checkout and purchase from our online store.
Your credit card information is encrypted during transmission using industry-standard 256-bit Secure Socket Layer (SSL) encryption technology, which is widely used on the internet for processing payments. This is the same level of encryption used by multinational banks to ensure the security of your information.
Your credit card information is only used to complete the requested transaction and is not subsequently stored.
How should I wash my clothes?
-- 1. Most of our clothes can be machine washed on a gentle cold cycle, and we find they wash better when turned inside out.
- We recommend using a small amount of high-quality detergent for delicate items.
- Hand washing is suggested for knitwear and delicate items (such as lace, tassels, wool, silk, and deeply colored items). You can gently squeeze in warm or cold water, and hang them inside out to dry, avoiding direct sunlight.
- Silk products are advised to be washed separately, as their colorfastness is lower than other fabrics.
- Avoid washing or bleaching leather products, and opt for dry cleaning instead.
Regarding the product.
-- Color Discrepancy Disclaimer: Due to variations in the display of product materials on different device screens, there may be some color variations. We strive to minimize these discrepancies, but please note that this issue does not pertain to product quality.
Size Deviation: As our products are manually measured, there may be a discrepancy of approximately 1-3cm in the actual dimensions. Different products may have varying size charts, so please refer to the size chart on the product page before making a purchase to select the most suitable size.
Are there any additional fees or taxes?
We do our best to minimize your costs, and you don't have to pay any additional fees such as import fees, customs duties, or value-added taxes. If your package is subject to extra charges, you can contact our customer service and provide proof of the charges incurred. Our support team will respond within 24 hours and assist you.
How can I contact you? Do you offer phone support?
-- We currently do not offer phone support. If you have any questions, you can contact us via email at service@susan-julie.com.
Please Feel free to contact us at service@susan-julie.com
Our outstanding customer support team is continuously processing your requests! Please allow us up to 24 hours to respond.
Thank you for shopping with us!