Refund policy

Online Returns & Refunds

We pride ourselves in selling high quality products with a friendly service. At Susanna Tolo, we stand by every product we sell and carefully inspect and pack every item that leaves our warehouse to ensure that we exceed your expectations. 

Please take care when selecting your items, as Susanna Tolo  does not allow refunds or exchanges simply for change of mind.

If your goods arrive and are either damaged or faulty, please notify us within 7 days of receipt via e-mail to susannatolo@outlook.com.

Returned goods must be returned in its original packaging as you received them. The item must be unworn, unwashed and unused with original tags attached and proof of purchase provided. 

Please include proof of purchase by way of order number, as well as details and pictures of the damage alleged, wherever necessary. If the same product type and colour/design is available, we will gladly replace your item (postage free of charge). If your item is no longer available, we will issue a full refund via your original method of payment. Refunds may take up to 14 business days to process.

In the event of damage, we may require the goods to be returned to us. Please ensure that items are packaged safely, so as to avoid further damage. Susannatolo.com asks that a postage method with tracking is used to return items. We will not be responsible for goods lost in the mail and will not issue refunds for items not received.

Please be aware it is at the discretion of the company to deem an item faulty.

 

Product Description 

We will always take care to ensure, as best as possible, that our products are described accurately on our website. 

Your product may vary slightly in design or colour from the exact product displayed in our online store. Appearances may also vary depending on what type of device or screen you are viewing our website with. Hand-made products in particular are all unique and will vary from item to item. Please be aware of this before purchase and ensure to ask us any questions you need to in order to make your decision. Small variances will not be grounds for refund.

In the event of damage, we may require the goods to be returned to us. Please ensure that items are packaged safely, so as to avoid further damage. Here at susannatolo.com we ask that a postage method with tracking is used to return items. We will not be responsible for goods lost in the mail and will not issue refunds for items not received.

Have you received my return?

All returns will be processed within 3-5 business days of receiving your parcel. If you have returned your items via a tracked courier service, please track your item before contacting Customer Service to be sure your item has been received by us.

We will send a confirmation email once your return has been finalised.

I have been issued a refund but the funds are not in my bank account, what now?

All funds should appear on your bank statement within 5-10 working days. (Please note that refund times are dictated by the card issuers and are outside of our control).