Return. Exchange. Refund.

We love our customers,
so we are offering easy returns.

 

AUSTRALIA CUSTOMERS

Nothing in this policy is intended to limit your rights under the Australian Consumer Law. Please contact us if you believe you have a claim under Australian Consumer Law.

We are happy to accept change of mind returns (excludes merchandise items) within 30 days from your purchase date.


To be eligible for a return, please ensure:

  • Item(s) are unworn and in the original packaging
  • Item(s) are unwashed/unaltered and with the original tags attached
  • Item(s) were purchased directly from susukoshi.com
  • Your return form was submitted within 30 days since your purchase date
  • If your return does not meet the requirements above, susukoshi has all rights to reject the return and return will need to be shipped back to the customer at customer expense
  • Once all the requirements are met, please use this link below for your return request.
susukoshi AU return form request

What happens next?
  • After your return request form is submitted, one of our customer service team will contact you up to 48 hours (excludes weekends and public holidays) to confirm your return request.
  • Please make sure to send tracking details to info@susukoshi.com within 10 business days once your return request is accepted. Failed to provide tracking in the time frame given, Susukoshi Pty Ltd has the right to deny your return request.
  • Once your return item(s) is back to the warehouse, our team will review if the return criteria above are met. When your return is accepted, your refund will be processed in 3 business days or else earlier. If the above return criteria are not met, Susukoshi Pty Ltd has the rights to deny your return request.
What can be returned?
  • FULL PRICED ITEMS: Items purchased at full price can be returned for a refund or store credit (3 calendar months validity). Susukoshi will need proof of images if the items do not fit or differ from the descriptions.
    Below are the refund options:
    • Store Credit: A unique code will be sent to you to be used in our shop within 3 calendar months. Discounted full priced items will be calculated automatically by the system.
    • Full Refund: A refund back to your payment method when you place the order. Refund is the amount of your returned item purchase minus the shipping fee even if your order was a FREE SHIPPING. Shipping cost will not be deducted from your return if your order was not FREE SHIPPING.
  • PROMO / SALE ITEMS / OUTLET : Returns for a change of mind does not apply to all Promo/Sale/Outlet items. Faulty products can be returned for store credits/replacements subject to stock availability.
  • MYSTERY BAG : This item is considered CLEARANCE, no exchange, no returns, and no refund unless faulty. Mystery Bags can only be returned for store credits when they are faulty.
  • GIFT CARDS: non-refundable.
*Due to hygiene reasons, these items cannot be returned: Socks, Headbands, Hair Clips, Scrunchies, Bib, Knotted Hat, Bonnet and Beanies. Please choose carefully.
*Please follow the care instructions when washing your Susukoshi item(s) as we are unable to accept returns due to improper laundering. If you are unsure, please contact our Customer Service info@susukoshi.com for advice.

    • Refunds (if applicable) *There are certain situations where only partial refunds are granted. Terms and Conditions applied.
Shipping or freight fees will not be refunded even if your order is non free shipping order.
    • Late or missing refunds (if applicable) Please contact us at info@susukoshi.com if you have any concerns regarding the refund.

Nothing in this policy limit your rights under the Australian Consumer Law.

INTERNATIONAL CUSTOMERS 

Our International customers are eligible for a full refund if the item(s) are faulty, and claim within 21 days of receiving your item(s).

To be eligible for a refund, please ensure:

  • Item(s) are unworn and in the original packaging
  • Item(s) are unwashed/unaltered and with the original tags
  • Item(s) were purchased directly from susukoshi.com
  • Your return form was submitted within 21 days of receiving your item(s)
  • If your return does not meet the requirements above, susukoshi has all rights to reject the return and return will need to be shipped back to the customer at customer expense
    • Once all the requirements are met, please use this link below for your refund request.

susukoshi INT faulty claim form request

What happens next?
  • After your refund request form is submitted, one of our customer service team will contact you within 48 hours to confirm your return request.
  • Please make sure to upload photos of the faulty product to support your claim.
Only faulty items can be refunded for INTERNATIONAL CUSTOMERS
  • FULL PRICED ITEMS: Items purchased at full price can be returned for a refund or store credit (3 calendar months validity). Susukoshi will need proof of images if the items are faulty, do not fit or differ from the descriptions. Below are the return options:
    • Store Credit: A unique code will be sent to you to be used in our shop within 3 calendar months. Discounted full priced items will be calculated automatically by the system.
    • Full Refund: A refund back to your payment method when you place the order. Refund is the amount of your returned item purchase minus the shipping fee even if your order was a FREE SHIPPING. Shipping cost will not be deducted from your return if your order was not FREE SHIPPING.
  • PROMO / SALE ITEMS / OUTLET : Returns for a change of mind does not apply to all Promo/Sale/Outlet items. Faulty products can be returned for store credits/replacements subject to stock availability.
  • MYSTERY BAG : This item is considered CLEARANCE, no exchange, no returns, and no refund unless faulty. Mystery Bags can only be returned for store credits when they are faulty.
  • GIFT CARDS: non-refundable.
*Due to hygiene reasons, these items cannot be returned: Socks, Headbands, Scrunchies, Bib, Knotted Hat, Bonnet and Beanies. Please choose carefully.
*Please follow the care instructions when washing your Susukoshi item(s) as we are unable to accept returns due to improper laundering. If you are unsure, please contact our Customer Service info@susukoshi.com for advice.

*Susukoshi purchases made at a third party retailers can only be returned back to the same retailers, and are subject to the returns policy of the store.

  • Refunds (if applicable) *There are certain situations where only partial refunds are granted. Terms and Conditions applied.
Shipping or freight fees will not be refunded even if your order is non free shipping order.
  • Late or missing refunds (if applicable) Please contact us at info@susukoshi.com if you have any concerns regarding the refund.
  • Faulty items (if applicable) In the unlikely event you receive a faulty from production item, whether it is Full price or Sale items, Susukoshi Pty. Ltd is responsible to give you a refund in store credit or a full refund. We are giving our customers a peace of mind with their purchase. Faulty claim within 21 days from when you receive your item(s) is applicable. Please check all your items upon receiving.

We monitors return activity for abuse and reserves the right to limit returns or exchanges or refunds.

Susukoshi reserves the right to prohibit sales of the Products to any customers if we find suspicious address and buying pattern that can relate the brand with any third-party-facilitated online retail, marketplace or online auction website (including, but not limited to: eBay, Amazon, NexTag, PriceGrabber, Shopzilla, Shopee, or any other online retail or online auction websites which sell products similar in character to Products), as well as clothing manufacturers.

Susukoshi acknowledge and agree that this prohibition is necessary to ensure wholesaler safety and the integrity of the Products.