Frequently Asked Questions
Do you offer free shipping?
Yes. Shipping is free on every order to the United States, Canada, the United Kingdom, Australia and New Zealand, with no minimum spend. No extra costs are added at checkout.
How long does shipping take?
Processing and delivery times depend on your location. You can find the full details in our Shipping Policy.
How do I track my order?
You receive a tracking number by email as soon as your order ships. Enter it, or your order number and email address, on our Track Your Order page. Please allow up to 48 hours for the first tracking update to appear.
Can I cancel or change my order?
You can cancel or change your order free of charge within 2 hours of placing it by emailing contact@susan-michael.com with your order number. After that, the order has entered our fulfilment process and can no longer be changed, but you can return it under our 30-day money-back guarantee once it arrives.
How can I make sure it will fit me properly?
Each product page includes a detailed size chart to help you find your perfect fit. We always recommend comparing the chart to a similar item you already own.
Not sure which size is right for you? Use our free Fit Quiz on the product page to get a personalized size recommendation in seconds. If you’re still in between sizes, we generally recommend sizing up for the most comfortable fit. Our support team is also happy to help.
What is your return policy?
We offer a 30-day money-back guarantee: you can request a return within 30 days of receiving your order, for any reason. Items must be unworn and in their original condition with tags. Intimate wear and electronic items are excluded for hygiene and safety reasons. Return shipping for change-of-mind returns is paid by the customer. Full details are in our Refund Policy (UK version).
How do I start a return?
Email contact@susan-michael.com with your order number and the reason for your return, before sending anything back. We reply within 24 hours on business days with the return instructions and the address of our returns warehouse.
When will I receive my refund?
Once your return is received and inspected, refunds are processed within 7 business days to your original payment method. Your bank or card provider may need a few additional days to show the amount on your statement.
My item arrived damaged or incorrect. What should I do?
We’re sorry to hear that. Email us at contact@susan-michael.com within 30 days of receiving your order and include photos of the item. We will send a replacement or issue a full refund, whichever you prefer, at no cost to you.
Which payment methods do you accept?
We accept Visa, Mastercard, Maestro, Apple Pay and Google Pay. See our Payment Policy for details.
Is my payment information secure?
Yes. All transactions are processed through secure, encrypted, PCI DSS compliant payment providers. We never see or store your full card details.
I have an issue with my order. How can I contact you?
Email us at contact@susan-michael.com, call +31 6 33 83 84 55 or use the form on our Contact page. Our customer service is available Monday to Friday, 9:00 AM – 5:00 PM (CET), and we reply within 24 hours on business days.
Business Information
Susan & Michael is a trade name of YS Ecom, a sole proprietorship registered in the Netherlands.
Address: Borné 62, Zoutelande, Zeeland, 4374 DB, Netherlands
Email: contact@susan-michael.com
Phone: +31 6 33 83 84 55
VAT number: NL005097086B24
Chamber of Commerce (KvK): 94618615