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Returns
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Gifts purchased from the 15th of November until the 15th of December can be returned up until Wednesday 16th of January 2025.

Your Right To A Refund Of The Purchase Price

 

You are entitled to a refund for items you purchase from Sussan if the item is:

 

  1. faulty and the fault or defect was not pointed out to you before you purchased it or would not have been apparent to you when you inspected the goods before purchase; or
  2. not 'of merchantable quality', meaning that it is not of the quality that you reasonably expected when you purchased it, bearing in mind the way the item was described to you before your purchase and also the price of the item; or
  3. not fit for its purpose, meaning that the item does not do what you reasonably expected it would,

AND you return the item within a reasonable time after purchase and provide Sussan with proof of purchase, such as your original Sussan tax invoice, register receipt, bank statement or packing slip (for online purchases). If you do not return the item within a reasonable time, you will not be entitled to a refund of the purchase price but you will be entitled to exchange the goods or have them repaired.

 

If you are entitled to a refund but would prefer to exchange the item or receive a Sussan gift card of equivalent value to the item, Sussan is happy to exchange or give you the gift card instead of a refund.

 

Sussan 'Change of Mind Policy'

 

Sussan is not legally obliged to give refunds of the purchase price, or gift cards on items, or exchange them, simply because you have changed your mind about the purchase.

However, under our own Sussan 'Change of Mind Policy', if you simply change your mind we do offer a refund, exchange or gift card of value equivalent to the purchase price for most items provided that:

 

  1.  you return the item within 30 days from the date of purchase (or for online purchases, from the date you receive it); and
  2.  the item is unworn and in its original condition; and
  3.  all original labels and tickets are attached to the item; and
  4.  you provide an original Sussan tax invoice, register receipt, bank statement or packing slip for online purchases as proof of purchase.

 

Any Refunds will be credited against your original method of payment, excluding delivery charges and any VIP reward vouchers or promotional codes used.

 

For hygiene reasons, the Sussan 'Change of Mind Policy' does NOT apply under any circumstances to purchases of the following items:

(a) earrings;
(b) cosmetics;
(c) lingerie; or
(d) hosiery

 

We are not able to exchange online. A refund will be processed back to your original method of payment, excluding any shipping costs.

 

In-store purchases cannot be returned online and must be returned in store. If you
return your in-store purchase online, it will be returned to your address.

 


SALE ITEM RETURNS

 

In-store Purchase - Refunds or credit notes are not provided for the return of items purchased on sale, they can be exchanged for another item in store within 30 days of purchase.

 

Online Purchase - Items can be returned online for a refund only or can be returned in store for a refund or exchange.

 

Please note: We understand when purchasing sale items online, you do not have the opportunity to try them on, therefore this is why our online policy differs to in store in regards to purchasing sale items.

 

 

All online returns are at the customers expense 

 

 

FAULTY ITEM RETURNS


If you have a faulty item, please contact our customer support team at online@cs.sussan.com.au or take your item into a store for further assistance. 

 

 

AFTERPAY - IN-STORE & ONLINE

 

Afterpay store purchases are able to be returned in store only in line with the above return policy.  

 

Afterpay online orders can be returned online or in store, in line with our above return policy. You will need your virtual Afterpay card on your phone wallet to receive a refund.

 

Please keep in mind if you provided a different credit/debit card other than your virtual Afterpay card at the time of your return in store you will still need to pay the remaining Afterpay payments as Afterpay will not be notified of the refund. 

 

 

VIP REWARD VOUCHER/PROMO CODES

 

Store or Online Purchase Returned In Store: A refund/exchange will be provided in the following manner:
a) For any amount that is paid in excess of the VIP reward voucher or promotional code, a refund or exchange:
b) An exchange only up to the value of the VIP reward voucher or promotional code.
 
 

Online Purchase Returned Online: Unfortunately, VIP Reward Vouchers and Promo Codes are non-refundable, so please choose your items carefully when redeeming a VIP voucher/promo code on your order.

 

The discount amount is proportionately applied across each item purchased. The final amount refunded represents the original purchase price, less the apportioned discount amount.

 

 

Please note; if you wish to return your order to the online store we recommend you send your goods back using a trackable delivery service as we do not accept responsibility for items lost in transit.

With online refunds and/or in the event that an item from an Afterpay purchase cannot be fulfilled, your Afterpay balance will be reduced to reflect the new order total once the refund has been processed, which can take up to 5 business days.

 

For further details on Afterpay purchases, please see additional information on Afterpay's website here.

 

Once your order has been placed we are unable to cancel or change your order in our system.  However, once you have received your goods you can return them. For full details please see our Returns Policy.

All returns must comply with our full Returns Policy

IN-STORE:

For your convenience, online purchases can be returned at our Sussan stores for a refund or an exchange within 30 days of delivery in line with our returns policy

Please show your email confirmation (tax invoice), packing slip or bank statement as proof of purchase and our store teams will assist you further.

Any refunds will be credited against your original method of payment, excluding delivery charges & any VIP reward vouchers or promotional codes used. 

Please note: In-store purchases cannot be returned online and must be returned in store. If you return your in-store purchase online, it will be returned to your address.

 

ONLINE:

  1. Go to the Aus Post Returns Portal to purchase your returns label.
  2. Fill out your return details and complete the payment of the returns label.
  3. You have the option of having your label emailed to you to print at home or the returns QR barcode to take to the post office and scan.
  4.  Tick the relevant items on your returns slip and include in your parcel.
  5.  Take your parcel to the post office, show your returns email and lodge the item at the counter.

Australia Post will then send up to 3 notifications to your email address to update you once your return is on its way. We strongly recommend retaining these details to monitor the journey of your return. Once we receive your return, we will process your refund within 5-10 business days and a confirmation will be emailed to you. 

Refunds will be credited against your original method of payment, excluding delivery charges & any VIP reward vouchers or promotional codes used.

If you wish to make a return and use your own return satchel, you are more than welcome to do so. Please make sure to include all of your return details inside. We also strongly recommend that you retain the tracking number for your returns parcel, as we do not accept responsibility for any returns that may be lost in transit.


Please direct your returns to the below address:


Sussan Online

1/430 Mahoneys Rd

Campbellfield

Victoria 3061

Australia

Please note: For faulty items, please contact our customer support team at online@cs.sussan.com.au for further assistance

 

 

INTERNATIONAL RETURNS

 

Please send any change of mind returns to the address below using your local Postal Service:

 

Sussan Online

1/430 Mahoneys Rd

Campbellfield

Victoria 3061

Australia

 

All returns must include your packing slip included in your order.

 

We recommend you send your goods back using a trackable delivery service as Sussan does not accept responsibility for items lost in transit.

 

Once we receive your parcel, we will process your refund within 1-2 business days and a confirmation will be emailed to you.

 

Refunds will be credited against your original method of payment, excluding delivery charges & any VIP reward vouchers or promotional codes used.

 

Please note that we do not process refunds in advance of returns parcels arriving at our facilities under any circumstances.

 

In the event that you receive a faulty item in your online order, please contact us with your order number, details of the fault and any relevant photos.

 

 

AFTERPAY PURCHASE RETURN: 

 

Online return - Items can be returned online for a refund only in line with our return policy. Your refund will be put back to your Afterpay account. 

 

(In-store return - Items can be exchanged or refunded only within 30 days in line with our return policy. You will need your virtual Afterpay card on your phone wallet to receive a refund. 

 

Please keep in mind if you provided a different credit/debit card other than your virtual Afterpay card at the time of your return in store you will still need to pay the remaining Afterpay payments as Afterpay will not be notified of the refund.)

 

To see information on how to add your virtual Afterpay card to your account please see Afterpay.

Yes, our current online returns policy applies to all Afterpay orders. Please see our Returns Policy here

 

Orders placed online with Afterpay can be returned online or in store.

 

In-store return - Items can be exchanged or refunded only within 30 days in line with our return policy. You will need your virtual Afterpay card on your phone wallet to receive a refund. 

 

Please keep in mind if you provided a different credit/debit card other than your virtual Afterpay card at the time of your return in store you will still need to pay the remaining Afterpay payments as Afterpay will not be notified of the refund.  


Online return - Items can be returned online for a refund only in line with our return policy. Your refund will be put back to your Afterpay account. (We are unable to refund in-store purchases online)


For information on how to add your virtual Afterpay card to your phone wallet please see Afterpay.

 

If you are returning a faulty or incorrect item and would like to return it to the online store, please contact our online Customer Support team in advance with your Sussan online order number, to arrange a reply paid post.

 

Please note; if you wish to return your order we recommend you send your goods back using a trackable delivery service as we do not accept responsibility for items lost in transit.

All returns must comply with our full Returns Policy

 

Store or Online Purchase Returned In Store: a refund (or exchange) will be provided for any amount that is paid in excess of the VIP Voucher amount and the VIP member may be offered an exchange only up to the value of the VIP Voucher. 
 
 
Please note store gift cards/credit will not be given in exchange of the VIP voucher.
 
 
Online Purchase Returned Online: Unfortunately, VIP Vouchers and Promo Codes are non-refundable, so please choose your items carefully when redeeming a VIP voucher/promo code on your order.

 

 

The discount amount is proportionately applied across each item purchased. The final amount refunded represents the original purchase price, less the apportioned discount amount.

We do not offer exchange online. If you would like to exchange your item you can do this in a store or you can return the item in a store or online in line with our return policy and place a new order. 

 

For international orders, if you wish to exchange your purchase, you will need to return it for a refund and place a new order.

 

Gift Cards cannot be refunded for another Gift Card or tender (i.e., cash). Refer to Gift Card Terms & Conditions.

From the moment your return reaches our warehouse, please allow 5-10 business days for the return to be processed.

Once your return has been processed you will receive a notification via email.

To see if your return has reached our warehouse, please check your return tracking number that you received from Australia Post when lodging your return.

If you have not received a refund within the time line above, please contact us at online@cs.sussan.com.au.

 

We are currently experiencing a delay in processing refunds online. We apologise for any inconvenience this may cause and thank you for your understanding.

Please note: Australia Post is experiencing some delays in returning your parcels to us, so please monitor your return tracking through your Australia Post tracking details.