Shipping & Returns FAQ

Which countries do you ship to?

We ship to the following countries only :

  • USA
  • Austria
  • Belgium
  • Canada
  • Denmark
  • Finland
  • Germany
  • Gibraltar
  • Greece
  • Hong Kong
  • Ireland
  • Luxembourg
  • Monaco
  • Netherlands
  • Poland
  • Portugal
  • Singapore
  • Slovenia
  • Spain
  • Sweden
  • Switzerland
  • Taiwan
  • United Kingdom
What are your shipping charges?
ORDERS TO THE USA :
  • Standard Shipping (Orders $50 and over) - FREE (7-10 business days)
  • Standard Shipping (Orders under $50) - $8.95 (7-10 business days)
ORDERS TO REST OF THE WORLD :
  • Standard Shipping - $24.95 (15-30 business days)
Do you ship to PO Boxes or to APO / military addresses?
No, unfortunately, we cannot ship to P.O. Boxes nor to APO / military addresses.
    PLEASE NOTE THE FOLLOWING :
    • Please note that due to the high risk of fraudulent payments over the internet, we reserve the right to refuse to ship any order.
    • Please note that all duties, customs clearance charges and taxes are to be strictly paid by the recipient.
    • Standard International Shipping is trackable right up until it departs the USA.
    • Shipping Charges & Policy are subject to change without notice.
    VAT (Value Added Taxes) for EU Countries
    Do you charge VAT?
    Yes, we have to abide by all tax laws and therefore VAT is charged on all orders shipped to the UK & other parts of the EU. This VAT amount will be clearly shown upon checking out.
     
    What happens if I miss my delivery?
    A shipping notification will be emailed to you once your order dispatches. Please note if attempted delivery has been made but the receiver has not been home to accept the delivery and the package has therefore been returned to us, we cannot be held responsible for any loss incurred. However, once your order reaches our warehouse, we can reship the order for you for a shipping charge of $8.95 (within the USA) and $24.95 (outside USA).

    If you need any help at all on this matter, please contact us here.
      Returns, Exchanges & Cancellation Policies
      How do I return or exchange a product?
        NON-SUBSCRIPTION ORDERS :
        We're confident you will be happy with So Susan and the products you have bought. However, sometimes a product just doesn't work out, and we understand. Here's what you need to know :
        • If you have to return or exchange a product, please do so within 14 days of purchase & enclose the original paperwork that came with your order.
        • Refunds are made based on the original purchase price. Unfortunately, we are not able to refund shipping costs nor take responsibility for lost / damaged items.
        • Please understand that we cannot take returns nor offer refunds on overly used products.
        • Please check all your personal information before placing your order. If you provide us with a wrong delivery address and your goods are signed for by another party, or lost in the post, we cannot be held responsible for any loss you incur as a result.
        • Please email us on support@sosusan.com in order to process any refunds or exchanges.
        • We are unable to process returns & exchanges without the original product(s), and all the necessary items listed above. Refunds can only be made back to the original credit card used & not to any third parties.
        • Unfortunately, we will not be able to refund any shipping charges incurred on your part. For valued items, we recommend that you take out shipping insurance in the event the item is lost or damaged while in carriage. Please note that products purchased through SoSusan.com may not be returned or exchanged at retail / other web locations that sell So Susan Cosmetics.
        COLOR CURATE MONTHLY BAG :
        Once you have been charged for your subscription, Color Curate is NOT able to refund or exchange your purchase. If you feel this subscription is not for you, please cancel it before the next renewal by contacting us here.

        You also have the option of purchasing one-off bags here without subscribing. Prices for one-off bags may be different from the monthly subscription prices.
          Can I cancel an order?
          NON-SUBSCRIPTION ORDERS :
          You have the right to cancel your order within 24 hours of placing it. Simply contact us directly here.
          • However, once your order has been sent to the warehouse, it has entered the shipping process and no further changes can be made. You can however, return your items via our Returns and Exchanges Policy above.
          • Order cancellations must be made in writing, quoting your order number.
          • If your order has not shipped, a full refund will be made to you.
          • If your order has shipped, please note that you will have to pay for the cost of returning the goods to us. Goods returned must be in re-saleable condition, with your original paperwork included. We reserve the right to assess whether goods returned are in a re-saleable condition.
          • Your credit card will be refunded within 7 days of cancellation. It is advisable to obtain a proof of posting certificate from your post office to facilitate claims from the postal services in the event of parcels lost in transit.
          COLOR CURATE MONTHLY BAG :
          Once you have been charged for your subscription, Color Curate is NOT able to cancel and refund your purchase. You may however, choose to cancel your next renewal by contacting us here.

          If you feel this subscription is not for you, you have the option of purchasing one-off bags here without subscribing. Prices for one-off bags may be different from the monthly subscription prices.
            Damaged Items, Lost Orders & Missing Items
            What happens if something was damaged during transit?

            Everything is packed with as much care & love as possible (we do everything in a small in-house team). However, if something does get damaged during transit, please email us within 48 hours of delivery to qualify for a replacement item.

              What do I do if I haven't received my order or my order is missing items?
              Please contact us here with your order number, your shipping details & order confirmation email and we will get back to you within 24 working hours!

              Please note that we need clear photos of the order and its condition when it arrived in order to run a proper inspection before we issue any replacements.
               
              WE'RE HERE TO HELP!
              Feel free to email us If you have any questions!