FAQs

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Write to us at people@susmies.com.

Our goal at Susmie's is for you to be completely satisfied with your online purchase. If you are not happy with your purchase, you can return your items as long as they meet the following conditions:

1. We will not accept returns that are more than 14 days past the delivery date.
2. Returned items must be unused and in the same condition in which they were received.
3. Customers will not receive a refund for the original shipping costs.

More information here <3

Our logistics center begins processing orders quickly, so we cannot accept changes to most of them. Contact our team immediately at orders@susmies.com with your order information and we will do our best to accommodate your cancellation or modification request, but we cannot guarantee that changes can be made once the order has been placed.

*During periods of high order volume, we cannot cancel or edit orders. We are not responsible for address errors or order delays once the package has left our facilities.

Check your junk or spam folder; your confirmation email may be there.

If you can't find it, you can write to us at orders@susmies.com and we will locate it. If necessary, we will change the purchase email and forward it to you. Please provide us with your full name.

If you want to make sure you receive our emails in the future, add us to your safe senders list and check that the email address you used for the purchase is correct.

We know that finding the perfect gift isn't always easy and that sometimes time works against us. That's why we created Susmie gift cards: a simple, instant, and always-right option.

How does it work?

1. Choose the gift card amount you prefer.
   
   
2. Once the purchase is complete, you will receive a digital gift card with a unique code by email.
   
   
3. Share it with whoever you want and let them choose their favorite pieces.
   
   

Our digital gift cards are valid for 1 year from the date of purchase.

We want to put an end to overproduction. That is why we have introduced PREORDERS.

PREORDER means that the items are made on demand and that there is a fixed shipping date. We usually add specific information about each PREORDER item in its description, such as the shipping date.

Please note that if there is a PREORDER item in your order, the other items will be shipped in the same package and on the same date indicated in the PREORDER item's description.

We process and ship orders Monday to Friday, excluding holidays. Most orders placed before 12:00 noon (CEST) are prepared and shipped on the same business day. However, during periods of high demand, processing times may be extended, so we recommend allowing 2 to 3 business days for your order to be processed before it is shipped.

Once your order has been shipped, you will receive a confirmation email with your tracking number. Please note that tracking information may take a few hours, or sometimes up to 24 hours, to update, depending on the courier company.

Estimated delivery times:

• Iberian Peninsula (Spain and Portugal): 24/48 business hours
• Standard Europe: 5/7 business days
• Express Europe: 2/3 business days
• International shipping: 5/10 business days
  
  

Delivery times are estimates and may be affected by circumstances beyond Susmies' control. We are not responsible for any delays caused by the courier companies.

Shipping:

• Orders to the mainland take between 24 and 48 hours on business days. (Spain and Portugal)
• Orders to Europe take between 3 and 5 business days.
• Express shipping orders to Europe take between 2 and 3 business days.
• International shipments take between 5 and 10 business days.

We are not responsible for delays in the transit times of courier services.

Our headquarters are located in Spain. For shipments made outside the European Union, additional fees, taxes, or customs charges established by the local authorities of the destination country may apply. These charges are not included in the order price and must be borne by the buyer.

However, all orders shipped within the United States are prepared and shipped from our local warehouse in the USA. This means that the amount paid at checkout is the final price of the order, with no additional costs or surprise fees upon delivery.

At Susmie's, we offer a warranty on our products for a period of up to 30 days. Once one month has passed since the product delivery date, we are no longer responsible for any issues, as a considerable amount of time has elapsed.
For more information, please contact orders@susmies.com.

If you are interested in joining the Susmie universe, you can find all the information and request access through our wholesale page:
Wholesale Susmies