Shipping Policy

Susanna Rachel ships internationally. Each piece is thoughtfully designed and produced in small, limited collections, allowing us to focus on quality, craftsmanship, and detail.

Order Processing

Orders are processed within 2–3 business days, unless otherwise stated on the product page.

For limited-run or made-to-order styles, production timelines will be clearly outlined prior to purchase. Please allow additional time where noted.

Once your order has been dispatched, you will receive a confirmation email with tracking information.

Shipping Destinations & Delivery Times

Delivery times are estimates and may vary depending on destination and carrier.

Domestic Orders: 2–5 business days

International Orders: 5–14 business days

Delivery times do not include processing or production time.

Shipping Rates

Shipping rates are calculated at checkout based on your location and selected shipping method.

International Duties & Taxes

International orders may be subject to customs duties, taxes, and import fees imposed by the destination country. These charges are not included in the item price or shipping cost and are the responsibility of the customer.

Customs clearance times may vary and are outside of our control.

Address Accuracy

Please ensure all shipping details are entered correctly at checkout. Susanna Rachel cannot be held responsible for delays, losses, or non-delivery due to incorrect or incomplete address information.

Delays or Lost Parcels

Once an order has been dispatched, delivery is the responsibility of the courier. If your parcel is delayed or missing, please contact us and we will assist in locating your order where possible.

Returns & Exchanges

Due to the limited nature of our collections, we encourage you to choose carefully before purchasing.

Returns

We accept returns on full-priced items within 7 days of delivery, provided the item is:

Unworn, unwashed, and unused

In original condition with all tags attached

Return shipping costs are the responsibility of the customer. Original shipping charges are non-refundable.

Exchanges

We are happy to offer exchanges (for none bespoke items), subject to availability. As collections are produced in limited quantities, we cannot guarantee replacement sizes or styles.

If you wish to exchange an item, please contact us as soon as possible to reserve availability.

Final Sale Items

The following items are final sale and are not eligible for return or exchange:

Sale items

Made-to-order pieces

Sample or archival pieces

How to Request a Return or Exchange

To initiate a return or exchange, please contact us at info@susannarachel.com with your order number and reason for return within the return window.

Returns sent without prior approval may not be accepted.

Faulty Items

If you believe your item is faulty, please contact us within 48 hours of receiving your order, including clear images and details of the issue. We will assess the matter promptly.

Questions

If you have any questions about sizing, fit, or delivery timelines — or need your piece by a specific date — please contact us before placing your order. We’re always happy to help.