Return Policy
At Susan & Margaret London, we want you to be completely satisfied with your purchase. If you need to return an item, our policy below explains when a return is accepted and how the process works.
Can I Return My Order?
Yes — you can request and return within 30 days of receiving your order, provided the item meets our return conditions.
To qualify for a return:
- The item must be unused, unwashed and undamaged. You may try the item on to check the fit, but it must not have been worn beyond what is reasonably necessary to inspect and try it.
- The item must be returned in its original condition.
- All original labels and tags must still be attached.
- The item must not show signs of wear, washing, alteration or misuse.
We reserve the right to decline a return if the item does not meet these conditions.
Multiple Sizes
We do not accept returns where multiple sizes of the same item were intentionally ordered with the intention of keeping only one size and returning the others.
Please carefully check our size guide before ordering. If you are unsure about sizing, our customer service team will be happy to help.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged or different from what you ordered, please contact us as soon as possible after receiving your order.
Email info@susanandmargaretlondon.com and include:
- Your order number
- A description of the issue
- Clear photos showing the problem
Please do not return the item before contacting us. Our team will review the issue and provide the correct instructions.
If the item is confirmed to be faulty, damaged or incorrect, we will provide an appropriate solution, which may include a replacement or refund. Where applicable, we will cover the reasonable return costs.
How to Send a Return
1. Contact Us
Email info@susanandmargaretlondon.com within 30 days of receiving your order. Include your order number and the reason for your return.
2. Receive Your Return Address
Once your return request has been approved, we will provide the correct return address.
Do not send your return to the original sender’s address or any other address. Only use the return address provided by our customer service team.
3. Send Your Return
Send the item back using a tracked shipping service and provide us with the tracking information.
Return Shipping Costs
For standard returns, the customer is responsible for all return shipping costs.
This includes returns because:
- The item does not fit
- You changed your mind
- You no longer want the item
- You selected the wrong size
- You ordered multiple sizes
The customer is also responsible for any international shipping costs, customs duties, taxes or other fees associated with returning the item.
All returns must be sent using a tracked shipping service. Please keep your proof of postage and tracking information until your refund has been confirmed.
For faulty, damaged or incorrect items, please contact us before sending anything back. We will provide the appropriate return instructions and, where applicable, cover the reasonable return costs.
Refunds
Once your returned item has been received and inspected, we will confirm whether it meets our return conditions.
If your return is approved, your refund will be processed within 14 days and returned to your original payment method.
Please allow additional time for your bank or payment provider to make the funds available.
If a returned item does not meet our return conditions, we may refuse the refund.
Lost Return Packages
Susan & Margaret London is not responsible for return packages that are lost or damaged while being shipped back to us.
The customer is responsible for ensuring that the return is correctly addressed, securely packaged and sent using tracked shipping.
If you do not provide tracking information and we cannot confirm that the return was delivered, we may be unable to issue a refund.
Can I Cancel or Change My Order?
If you need to cancel or change your order, you must contact us within 24 hours of placing your order.
After 24 hours, your order may have entered our fulfilment process, and we may be unable to cancel, change or redirect it.
Orders are processed automatically through our fulfilment system, so we cannot guarantee that changes or cancellations will be possible once processing has started.
Please carefully check your size, colour, quantity and delivery address before completing your order.
Nothing in this section affects any statutory rights you may have under applicable consumer law.
Incorrect Delivery Address
Customers are responsible for providing a complete and accurate delivery address when placing an order.
If an incorrect or incomplete address is provided, the customer is responsible for any resulting delivery problems, delays, failed deliveries, returned parcels or additional shipping costs.
If you notice an error in your delivery address, please contact us within 24 hours of placing your order.
We will do our best to correct the address before the order enters processing, but we cannot guarantee that changes will be possible.
Once an order has been dispatched, we cannot guarantee that the delivery address can be changed or that the parcel can be redirected.
Questions About This Policy
If you have any questions about our return policy or need help with a return, please contact our customer service team.
Email: info@susanandmargaretlondon.com
We are happy to help and aim to respond to customer enquiries as quickly as possible.