If you’re an Australian resident, you have rights under the Australian Consumer Law that cannot be excluded. This includes the right to a refund, repair, or replacement if a product has a major failure or is not of acceptable quality.

You’re also entitled to a return or refund if you receive the wrong item. Please include details in your Return Request explaining how the item differs from what you ordered.

Items aren’t considered faulty if they are damaged due to incorrect care. If you’re unsure about care instructions, feel free to reach out to us at info@susukoshi.com for guidance.

If an item is damaged and you continue using it, we won’t be responsible for any further issues that may arise.

If you change your mind or ordered the wrong item, you must notify us within 7 days of delivery and ensure we receive the return within 30 days of the delivery date.

For Australian orders, delivery is considered complete two days after dispatch, even if the package has not physically arrived.

We only accept change of mind returns for certain full-price items. Returns are not accepted for:

❌ Merchandise
❌ Gift cards
❌ Mystery bags
❌ Sale, clearance, promotional, or outlet items
❌ Socks, headbands, hair accessories, bibs, hats, bonnets, and beanies
❌ Personalized items

We may offer a refund or exchange (subject to stock availability) at our discretion if:

✔️ Items is purchased at susukoshi.com, informed 7 days after receiving the parcel and returned back to the warehouse 30 days after order is placed

✔️ The item is unused, unwashed, and in original condition

✔️ Packaging and tags are intact and undamaged

✔️ The item is not a sale item, custom-made, or a gift voucher

✔️ You have completed a return form and received a return authorization number

💡 Important: You are responsible for all shipping costs for returns and re-deliveries due to change of mind. We do not cover these expenses.

If you ordered the wrong item or changed your mind, we’ll issue a store credit (minus the original shipping cost). Even if you received free shipping, the shipping cost we covered will be deducted from your credit.

We’ll only cover return shipping if the item is defective, damaged, or incorrect.

✅ To qualify for a refund:

The item must be unused and in its original packaging

❌ Returns will be denied if:

The item is used or not in original packaging. The damage is caused by customer misuse.

If a return is denied, we will ship the item back at your expense.

Please complete our request form here.

After your return request form is submitted, one of our customer service team will contact you within 48 hours (excludes weekends and public holidays) to confirm your return request.

1. Return to Sender and Re-Delivery Fee:
If a parcel is returned to Susukoshi due to being uncollected by the customer, a re-delivery fee of $15 AUD will be charged. This fee covers the cost imposed on Susukoshi by Australia Post for returning the parcel.

2. Cancellation of Order:
If the customer chooses to cancel the order after the parcel has been returned to Susukoshi:

• The initial flat shipping fee of $15 AUD (if free shipping was provided) will be charged.
• Return to Sender fee of $15 AUD will be charged.
• Restocking fee of $15 AUD per item will be applied. This fee is necessary to account for the administrative process of updating our inventory and potentially making the item available again, especially if it was previously sold out.

3. Payment and Processing:
The applicable fees will be deducted from the refund amount. If the fees exceed the refund amount, the customer will be invoiced for the balance.

Our International customers are eligible for a full refund if the item(s) are faulty.

💡 We do not accept any returns for change of mind.

Items aren’t considered faulty if they are damaged due to incorrect care. If you’re unsure about care instructions, feel free to reach out to us at info@susukoshi.com for guidance.

If an item is damaged and you continue using it, we won’t be responsible for any further issues that may arise.

1. Items are purchased via susukoshi.com
2. lodge the return request within 10 days of receiving your item; and
3. provide us with photos of the damaged or faulty item.

• If your entire order is faulty, you are eligible for a full shipping fee refund.
• If only part of your order is faulty, the refund will be assessed on a case-by-case basis, our care team will be able to assist.

Please complete our request form here.

After your refund request form is submitted, one of our customer service team will contact you within 48 hours to confirm your return request.

Defective items purchased can be returned for a refund or store credit (1 year validity).

Below are the refund options:

• Store Credit – You’ll receive a unique code to use in our shop within 1 year. Any eligible discounts will be applied automatically.
• Full Refund – The amount will be refunded to your original payment method. If the item is found to be defective, we’ll cover the return shipping costs.