Refund policy

Return & Refund Policy

Effective Date: September 6, 2026

At Susan's Boutique Boston, we want every customer to be satisfied with their purchase. However, we understand that there may be occasions when you need to return an item. This Return & Refund Policy explains the conditions and process for requesting a return.

Order Cancellation

We begin processing orders promptly to ensure fast dispatch and reliable delivery.

For this reason, orders may only be cancelled within 12 hours of purchase.

After this 12-hour period, your order may already have been processed, packed, or prepared for shipment. Once processing has begun, cancellation may no longer be possible.

If your order has already been shipped, you may request a return after delivery in accordance with the conditions outlined in this policy.

Conditions for Returns

We offer a 15-day return period, meaning you have 15 days after receiving your order to contact us and request a return.

To be eligible for a return:

The return request must be submitted within 15 days of receiving the item.
You must have physically received the item before requesting a return.
The item must be unused, unwashed, undamaged, and in its original condition.
All original labels and tags must remain attached.
Items may be tried on for fit, but they must not be worn or used.
Items that show signs of use, washing, damage, alteration, or wear may not be accepted for return.
Customers may not intentionally purchase multiple sizes of the same item with the primary intention of returning some or all of them.

We reserve the right to refuse a return if the item does not meet the conditions described above.

Return Shipping Costs

Unless the item received is defective, damaged, or incorrect due to an error on our part, return shipping costs are the customer's responsibility.

This includes any applicable shipping charges, customs fees, duties, or other costs associated with returning the item.

We strongly recommend using a shipping service that provides tracking information and proof of delivery, as Susan's Boutique Boston cannot be held responsible for return packages that are lost or damaged while being shipped back to us.

How to Request a Return

To request a return, please contact us at:

support@susansboutiqueboston.com

Your return request must be submitted within 15 days of receiving your order.

Please include:

Your order number
The name of the item you wish to return
The reason for the return
Any relevant photographs, if requested

After reviewing your request, we will provide you with the appropriate return instructions and return address.

Please do not send items back without first contacting us and receiving return instructions.

Return Address

Returns may need to be sent to a designated return facility. The appropriate return address will be provided to you after your return request has been reviewed and approved.

The return address provided for your order may differ from the company's registered address.

Store Credit

For eligible returns, we may provide store credit equivalent to the purchase price of the returned product, excluding original shipping costs and any other non-refundable charges.

Store credit will be issued after the returned item has been received and inspected.

Store credit cannot be exchanged for cash unless otherwise required by applicable law.

Refunds for Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged, or different from what you ordered, please contact us at support@susansboutiqueboston.com as soon as possible.

Please provide your order number and clear photographs showing the issue.

After reviewing the circumstances, we may offer an appropriate resolution, which may include a replacement, store credit, or refund, where applicable.

Return Inspection

Once your returned item arrives at the designated return address, it will be inspected to confirm that it meets the return conditions outlined in this policy.

Please allow up to 14 business days after receipt of the returned item for the return to be processed.

If the return is approved, the applicable store credit or refund will then be issued.

Refund Processing

Where a refund is approved, it will generally be issued to the original payment method used for the purchase.

After we initiate the refund, the time it takes for the funds to appear in your account may vary depending on your bank, credit card provider, or payment processor.

Original shipping charges are generally non-refundable unless the return is due to an error on our part or otherwise required by applicable law.

Lost or Undelivered Return Packages

Susan's Boutique Boston is not responsible for return packages that are lost, damaged, or undelivered while being shipped by the customer.

If tracking information confirms that a return package was delivered to the designated return address, we will use reasonable efforts to locate and process the return.

Customers are responsible for retaining their shipping receipt and tracking information until the return has been successfully processed.

Incorrect Shipping Address

Customers are responsible for providing accurate and complete shipping information when placing an order.

If an incorrect or incomplete shipping address is provided, please contact us at support@susansboutiqueboston.com within 24 hours of placing your order.

We will make reasonable efforts to correct the address before the order is processed or shipped. However, we cannot guarantee that an address change will be possible after an order has entered processing.

Susan's Boutique Boston is not responsible for orders that cannot be delivered due to an incorrect or incomplete address provided by the customer.

Questions About Returns or Refunds

If you have any questions regarding this Return & Refund Policy or would like to request a return, please contact us at:

Email: support@susansboutiqueboston.com

We will be happy to assist you.

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