Frequently Asked Questions

Account

Why do I need to set up an account?

You don’t have to, but there are added benefits if you do. With your own account you can keep track of your purchases and deliveries, manage your subscriptions as well as create a unique wish list for all those items that you want to buy but have to wait that little bit longer for.

How do I reset my password?

At the log in page please click on ‘Lost your password?’. It will then ask you to enter your username or email address. You will receive a link to create a new password via email.

Why cant I sign in to my account?

Please make sure you are using the original email address you used to set up the account. Passwords are case sensitive so make sure the Caps Lock isn’t on accidently. If you need a reminder about your log-in details please refer to ‘I cant remember my log-in detail’ above.

Orders

Can I cancel my order?

We will try to provide the best customer service possible. If a problem arises we will make every effort to resolve the issue. If you prefer to cancel or amend the order please contact us. If you decide to cancel an order after the products have been despatched, we may charge you for the carriage of those products. We advise you to check the status of the delivery before you request cancellation.

Can I add an item to my order?

If you let us know as soon as possible, we will certainly try to add any additional items to your order, subject to stock availability. It will not be possible to add any extra items once the order has been despatched.

Do I need to set up an account to order?

No, you can shop at Suzy D without creating an account. However, register with us and you will be able to move through the checkout process faster, view and track your orders and much more.

How do I know what size to order?

If you are unsure about which size to buy then please contact us on 02082027993 or sales@suzyd.co.uk. We will be happy to provide any further details of measurements.

The product I am interested in isn’t available in my size, will you be getting it back in stock?

We often re-stock any products that sell out too quickly. If you would like to check whether this is the case with the product you are interested in, email us at
sales@suzyd.co.uk.

Payments

What payment methods do you accept?

We accept payments from Master Card. Maestro, Visa, Visa Electron, Delta and Pay Pal.

The item I bought is now in the sale, can I get a refund?

Unfortunately we will not be able to refund the difference should you purchase an item prior to a sale.

Delivery

Where can I find my tracking information?

Once clicked it opens to the answer: All shipments are made through Royal Mail. You can check your delivery status by visiting their Track and Trace page. You can find your tracking information in your dispatch email.

Why isn’t my tracking number working?

Sometimes tracking numbers can take up to 36 hours before they start working. If you have just received your tracking link, please wait a few hours before trying the link again.

How long will my delivery take?

For UK orders: Standard delivery – 2 to 3 days via Royal Mail Next day delivery – 1 day via Royal Mail (excludes weekends). We will always try to deliver your package as quickly as possible but times may vary due to weather conditions etc.

Will I be charged duty and taxes for my order?

For orders outside Europe you may be charged duty and taxes on receipt of the goods. Please contact your local customs office for an estimate of the charges.

Returns

How long do I have to return my order?

You can return your item/s for a refund within 14 days of receipt. Items returned must be in their original condition with original swing tags intact. Items must be unworn and unwashed. All goods will be inspected upon return and any item in unsuitable condition will be sent back to you.

How can I return items?

Simply address them to WEB RETURNS at Suzy D, Unit 7 Propeller Way, Off Aerodrome Road, London, NW4 4BW. Please note that items being returned are the responsibility of the customer until they reach our warehouse. We will refund your order on receipt of the goods. Make sure you use a postal service that insures you for the value of the items you are returning or obtain proof of postage.

I’ve sent back my item, when can I expect my refund?

Once your return order arrives back to us, we aim to refund your item within 5 working days, but please allow for some delays around busy periods or bank holidays.

Can I exchange my item?

We are happy to exchange an item for different size/style/ colour etc (if in stock) upon request. You will not be charged postage for any exchanged item. All exchanges must be made within the 14 day period. Please indicate on your invoice when returning any item that you would like an exchange. Exchanges are limited to stock availability.

My item is faulty, what should I do?

We are sorry to hear that you have received a faulty item. Please send us a message at sales@suzyd.co.uk with the name/product code of the item and any additional details so we can solve the problem as quickly as possible.