SHIPPING & RETURNS

We hope that you’re happy with your recent purchase. However, sometimes we know you may need to return an item to us.

 

Our returns policy

 

Products are not supplied on a sale or return basis. If you’re unhappy with your purchase for any reason, our returns policy will apply.

Products must be returned to us within 14 days of either their delivery to you or their purchase in store.

The products must be returned in their original condition, including outer packaging, unused and in perfect saleable condition.

Certain products cannot be returned. These include:

 

• Made-to-measure or custom-made special order products, or products supplied direct from the manufacturer (including furniture and equipment)

• Products which have a security seal that have been opened or unsealed

• Products that, for hygiene purposes, cannot be returned. These include, but are not limited to cosmetics, hairbrushes and combs, hair extensions and hairpieces.

 

We require you to inform us via email of your wish to return a product. We will then issue you with a Returns Authorisation Number.

If you are returning your item because you have changed your mind, or the item is unsuitable, you will be required to return the product at your own cost to us. You are responsible for ensuring that the product arrives safely to us, so we strongly recommend that you return the product by recorded post. We will not be responsible for any loss or damage to products whilst being returned to us. We can arrange collection from you but the costs will be deducted from any refund due.

Delivery charges paid by you are non-refundable. Products that are given free, as part of an offer, cannot be exchanged or refunded unless the full transaction is returned.

We reserve the right to charge a restocking fee of 10% of the refund, which will be deducted from the amount due.

We will refund you onto the same credit or debit card that was originally used by you to pay for the products. Processing a refund can take up to 21 days from receipt of the returned products.

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What if my product is faulty?

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Where products are proven to be faulty, we reserve the right to repair or replace the product, or to provide you with a refund, at our absolute discretion.

Any refund will include the price of the defective product, any applicable delivery charges paid by you, and your reasonable costs in returning the product to us. Please note, if you purchased several items in your original order, your delivery charge might still apply and will not necessarily be refunded.

You must contact our Returns Department within 30 days of receipt of the products if you wish to reject any products because they are faulty.

You can return the faulty product our Returns Address:

 

SUSASSI Cosmetics Group

Unit 15

Drayton Manor Drive

Stratford upon Avon

CV37 9RQ

 

Can I return my goods to store?

 

Yes, you can return a product to any of our store free of charge if the original transaction was made in store or online with a credit or debit card.

You will need to present the product and your delivery paperwork as proof of purchase.

This option does not apply to large/bulky furniture or equipment. You will need to contact us directly to arrange a return.

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How to return an item

 

1. Ensure that you meet the conditions above and have checked the item condition.

2. Choose whether to return the item to store, if applicable, or to send your return to our warehouse.

3. Email us with your intention to return at: Gianni@susassi-cosmetics.com

4. We will email you within 4 working days to give you guidance on the next steps.