Return & Refund Policy
At Susan Bags, I want you to be completely happy with your bag. That's why every order comes with a 30-Day Happiness Guarantee — no fine print, no fuss.
Your guarantee in a nutshell
30-Day Happiness Guarantee
You have 30 days from the date you receive your bag to decide if it's right for you. If it's not, just reach out and we'll make it right.
How to start a return
Contact us at:
Include your order number and let us know which bag(s) you'd like to return.
We'll confirm the return process and send you the return address and shipping instructions.
Please don't send anything back without contacting us first — returns sent without instructions may take longer to process.
Return conditions
Your bag can be opened and used, but it should be returned clean and in good condition — no stains, tears, or damage from misuse.
Every bag is handmade, so minor variations in stitching or print placement are part of the craft, not a defect.
Return shipping costs
Return shipping is the customer's responsibility unless the bag arrived damaged, defective, or we sent the wrong item.
If we made a mistake, we'll cover it.
We recommend using a tracked shipping service. You're responsible for the package until it reaches us.
Damaged, defective, or wrong item
Please check your order when it arrives.
If your bag arrived damaged, has a defect, or you received the wrong item, contact us as soon as possible at:
Include your order number and a photo of the issue if you can. We'll take care of it.
Exchanges
We don't offer direct exchanges at this time.
The fastest way is to return the bag you have, then place a new order for the one you want.
Refunds
Once we receive and inspect your return, we process refunds within 2–4 business days.
You'll receive a confirmation email when your refund has been issued.
Depending on your bank or payment provider, it may take an additional 5–10 business days for the refund to appear on your statement.
If more than 15 business days have passed since our confirmation and you still haven't received your refund, contact us at:
Order cancellations
You can request a cancellation within 1 hour of placing your order by contacting:
Include your order number. If the order hasn't entered packing or shipping yet, we'll cancel it and issue a full refund.
Once packing or shipping has started, cancellation may no longer be possible — but you can still return the bag under our 30-Day Happiness Guarantee once it arrives.
Unclaimed or refused packages
A package that goes uncollected or is refused at delivery is not automatically treated as a return request.
If you'd like to cancel after your order has shipped, please contact us. Actual costs incurred from refused or uncollected packages may be deducted from your refund.