Return & Shipping

Return & Shipping Policy – Susan & Jake Wilmington

Important: Please read our return and shipping policy carefully.
By placing an order with us, you agree to the terms stated below.

Returns

Timeframe

You have 30 days from the date of receiving your product to request a return.
After this period, we unfortunately cannot offer a refund or exchange.

Conditions

Returned items must be:

  • Unused

  • Unworn

  • In their original packaging

For hygiene-related items, all products must be clean and unused before starting a return.

Exclusions

For hygiene reasons, certain items cannot be returned, including:

  • Underwear

  • Lingerie

  • Tights

  • Some skincare or intimate products

Return Process

To request a return, please email us at support@susanjake.com with the following details:

  • Your order number

  • Reason for the return

  • A photo of the product (required if damaged or incorrect)

  • Your contact information

Refunds

Procedure

Once your return is received and inspected, we will email you to confirm approval or rejection of your refund.
If approved, the refund will be processed and automatically applied to your original payment method within 30 days.

Delayed or Missing Refunds

If you have not received your refund after 30 days:

  1. Check your bank account.

  2. Contact your payment provider.

  3. If still unresolved, email us at support@susanjake.com.

Costs

Return Shipping Costs

Customers are responsible for all return shipping costs.
We strongly recommend using a tracked return service, as we are not responsible for lost returns.

Returns must be shipped internationally, with return shipping costs typically starting from €30, paid by the customer.

Exceptions

Defective or Incorrect Items

If you receive a defective or incorrect item, we will send you a replacement at no cost.
If the mistake occurs again on the second shipment, you will receive a full refund.

Order Cancellations

Orders cannot be canceled once placed due to our automated processing system.

For any questions about returns, contact us at support@susanjake.com.

Shipping & Delivery Information – Susan & Jake Wilmington

Below is the average delivery timeline for our orders:

Processing Time

After your order is placed, we require 1 to 3 business days to process it.
During weekdays, processing usually occurs within one business day.
Orders placed on Friday evening or weekends may take longer.

Delivery Time

Once shipped, the average delivery time is 6 to 12 business days.
In rare cases, delivery can take up to 30 days due to:

  • Global shipping delays

  • High order volumes

  • Holidays

  • Customs processing

How to Place an Order

  1. Go to the product page and click “Add to Cart.”

  2. Select your product variants and click “Checkout.”

  3. Enter your shipping details and ensure all information is correct.

  4. Review your address on the shipping page.

  5. Shipping is free on all orders.

  6. Proceed to payment by clicking “Continue to Payment.”

Payment Methods

We ensure a secure checkout experience via SSL encryption.
We accept:

  • Visa

  • Mastercard

  • American Express

After selecting your payment method, click “Complete Order” and follow your provider’s instructions.

Free Shipping

We proudly offer free worldwide home delivery on every order — no minimum spend required.

Order Shipping

To keep prices competitive, we sometimes group shipments in bulk once a minimum volume is reached.
This allows us to reduce costs and operate more sustainably.

Please Note

Due to global shipping challenges, delays may occasionally occur.
We appreciate your patience and understanding and always aim to dispatch your order as quickly as possible.

If you need same-day shipping, please email support@susanjake.com and our support team will assist you with the best possible solution.