Last Updated: 5th Jan 2026

Refund Policy — Susanna Rachel Bridal

At Susanna Rachel, we take great care in designing and creating each piece and we hope you love the dress you receive as much as we do. Because our collections are produced in small, limited runs, we encourage you to choose carefully before purchasing. However, we want you to feel confident and supported with your order — here’s how our refund process works.

We are able to offer exchanges. If you need a different size, colour or style we recommend you contact us directly to discuss.

Please note that any Duties and Taxes paid on delivery cannot be refunded.

Returns & Refunds

1. Eligibility for Refunds

Refunds are accepted on full-priced, unworn items returned within 7 days of delivery.

Items must be returned in original condition, unworn, unwashed, with all tags and garment tag ribbon intact.

Garments with removed, cut, altered, or missing tags (including ribbon tag) are not eligible for refund.

2. Final Sale Items

The following items are final sale and cannot be returned or refunded:

Sale or discounted items

Made-to-order pieces

Sample or archival items

3. Return Shipping

Return shipping is the responsibility of the customer, unless the item is deemed faulty (see below). Original shipping charges are non-refundable.

How to Request a Refund

To initiate a return and refund:

1. Email us within 7 days of delivery at: info@susannarachel.com
   
   Include:
   Your order number
   Reason for the return
   
   
2. Once approved, we’ll send you a return authorization and instructions.
   
3. Ship the item back to us within 5 business days of receiving return approval.
   

Refunds are issued to the original payment method within 7–10 business days of receiving the returned item.

Faulty or Incorrect Items

If your item arrives faulty, damaged, or not what you ordered:

Contact us within 24 hours of delivery with clear photos.

We will assess the issue and, if confirmed, offer:

A replacement
Refund
Store credit
(as appropriate based on availability)

In these cases, return shipping costs will be covered by Susanna Rachel.

Important Notes

Try garments carefully without removing tags or ribbons.

Items that smell of perfume, deodorant, smoke, or show signs of wear cannot be refunded.

Refunds do not include original shipping charges unless the return is due to a fault or error on our part.

Questions?

If you’re unsure whether an item qualifies for a refund, or if you need help with fit or sizing before purchasing, we’re here to help.

Contact us at info@susannarachel.com and we’ll be happy to assist.