Shipping Policy
By making a purchase on our website, you agree to the terms outlined in this Shipping Policy. We aim to get your order to you as quickly and reliably as possible.
Where We Ship
We currently ship to the United States, Canada, the United Kingdom, Australia and New Zealand.
Shipping Costs
We offer free tracked shipping on every order to all of the countries listed above, with no minimum spend. There are no shipping charges added at checkout.
Order Processing
Orders are processed within 1 to 2 business days (24–48 hours) after payment is received, Monday to Friday, excluding public holidays. Orders placed on weekends or public holidays are processed on the next business day. Once your order ships, you will receive a confirmation email with your tracking number.
Delivery Times
After processing, transit takes 3 to 16 business days depending on your location. This applies to all countries we ship to.
Total estimated delivery time: 4 to 18 business days from the moment your order is placed (1–2 business days processing plus 3–16 business days transit).
Delivery times are estimates and are not guaranteed, as they can be affected by carrier delays, high order volumes during promotional periods, or other factors outside our control.
Tracking Your Order
Every order ships with a tracking number. You will receive it by email once your order has been dispatched, and you can follow your parcel through the Track Your Order page on our website. Please allow up to 48 hours for the first tracking update to appear.
Order Cancellations
You can cancel your order free of charge within 2 hours of placing it by emailing contact@susan-michael.com with your order number. After that, your order has already entered our fulfilment process and can no longer be cancelled, but you can still return it under our Refund Policy once it arrives.
Incorrect Shipping Details
Please make sure your shipping address is accurate and complete at checkout. We are not responsible for delays or additional costs resulting from incorrect or incomplete address details. If you spot an error, contact us immediately at contact@susan-michael.com and we will do our best to help before the order ships.
Lost or Delayed Orders
If your order has not arrived within the estimated timeframe, contact us at contact@susan-michael.com and we will investigate with the carrier on your behalf.
Contact
Questions about shipping? Reach us at contact@susan-michael.com or +31 6 33 83 84 55. 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