Refund Policy

Refund Policy – Susan & Oliver Charleston

We want you to love every piece from Susan & Oliver Charleston. If something isn’t quite right, we’re here to help. Please read the policy below carefully — by completing your purchase, you agree to these terms.

Returns

Return Window

You have 30 days from the date your order is delivered to request a return.

After this period, we are unable to offer refunds or exchanges.

Return Conditions

Returned items must be:

  • Unused

  • In their original packaging

  • In the same condition as received

For personal-use or hygiene-sensitive items, products must be properly cleaned before beginning the return process.

Non-Returnable Items

Due to hygiene and safety reasons, the following items cannot be returned:

  • Underwear

  • Lingerie

  • Tights

  • Certain skincare or personal-use items

How to Request a Return

To start a return, email us at:
📧 support@susanoliver-charleston.com

Please include:

  • Your order number

  • The reason for return

  • A photo if the item is damaged or incorrect

  • Your contact details

Our team will respond with next steps.

Refund Process

Once we receive and inspect your return:

  • You will receive an email confirming approval or denial of the refund

  • If approved, your refund will be issued to your original payment method

  • Refunds typically take up to 30 days to appear, depending on your bank

Missing or Delayed Refunds

If 30 days have passed and your refund has not appeared:

  1. Check your bank or card statement

  2. Contact your bank/provider

  3. Email us: support@susanoliver-charleston.com

We are always happy to help.

Return Shipping Costs

  • Customers are responsible for return shipping fees

  • We recommend using a tracked service

  • Returns are sent to our facility in China

  • Return shipping costs typically start at $30 USD, paid by the customer

Exceptions

Defective or Incorrect Items

If you receive the wrong item or one that arrives damaged:

  • We will send a free replacement

  • If the issue occurs again on the second shipment, you will receive a full refund

Order Cancellations

Because we use an automated fulfillment system, orders cannot be cancelled once placed.

Questions?

📧 support@susanoliver-charleston.com
We’re here to support you every step of the way.