SHIPPING & RETURNS

 
 

EU & UK DELIVERIES

  • We use express shipping: 1-2 working days service through DHL. We will process and ship on the same or next working day [Monday to Friday].

  • All customers will receive a tracking email to show the progress of their order.

  • We will do everything within our power to ensure these times are met, but cannot be held responsible for despatched parcels delayed by third parties (for example due to poor weather conditions).

  • If you do not receive your order within 5 working days from the date of shipment, please contact us on +393428587622 or email us at info@susanamadrid.com. We will replace lost or damaged orders free of charge.

 

INTERNATIONAL DELIVERIES

  • We use an airfreight express shipping: 1-2 working days service through DHL for all international deliveries. For advice on the countries we deliver to please contact us on +39 3428587622 or email us at info@susanamadrid.com. We will process and ship on the same or next working day [Monday to Friday].

  • All international customers will receive a tracking email to show the progress of their order.

  • Our international shipping costs may vary by country, will be advised at check out before placing your order.

  • Please NOTE: When ordering products from our website for delivery overseas you may be subject to additional import duties and taxes, which are levied once the order reaches the specified destination. You must pay any additional charges for customs clearance.  We have no control over these charges and cannot predict what they may be.

  • If you do not receive your order within 15 days, please contact Customer Services on +393428587622 or email us at info@susanamadrid.com

  • We will replace lost or damaged orders free of charge.

  • Our third party carriers may not be able to deliver to certain countries at particular times for reasons of politics, government, natural disaster or operational crises. In such circumstances your shipment will be returned to our mail center and held till such a time that they are able to deliver to you.


    RETURNS

  • You may exchange and/or return items within 14 days. Please note, you must notify us within 7 days of receiving your order.

  • Please make sure your items are returned new, unused and with all Susana Madrid packaging included. Shoes must be tried on a soft carpeted surface to avoid any marks or damages to the soles or leather. Returns that do not meet our policy will not be accepted and will be sent back to you.

  • Please note we accept one exchange shipment per purchase. Subsequent exchanges will be subject to shipping charges of 25 EUR per item. Items marked 'Final Sale' cannot be returned.

     

    If you need any help or have any other questions, please contact us ON +39 3428587622 or by email info@susanamadrid.com.

    We’ll be happy to help!