FAQ

Orders

How Will I Know If My Order Is Confirmed?

You will receive an order confirmation via email.

How Quickly Is My Order Processed?

Please allow 2­-3 business days to ship your unexpedited order. Orders are shipped from Los Angeles, California. Orders shipping 2nd Day Delivery generally ship the next business day.

How Can I Track My Order?

A tracking number will be provided for all domestic/international orders. Following your order confirmation, a tracking number will be emailed to you when your order is shipped out. Orders can only be tracked via this number.

Can I Make Changes To My Order Once It Is Placed?

Regrettably, we cannot make changes to an order once it has been placed. If you need to cancel an order, please contact us immediately at hello@susistudio.com.

Once an order begins processing no changes can be made. In this case, we ask that you please wait until the order arrives and contact us at hello@susistudio.com.

Do You Collect Sales Taxes?

We collect applicable sales taxes on items shipped to California addresses.

How Often Do You Restock?

As often as possible.

What If I Can’t Find A Size, Color Or Style That I Am Looking For On The Website?

Please contact us at hello@susistudio.com and we will do our best to help you.

Do You Still Carry Older Styles From Previous Seasons?

Not always, but please feel free to check with us at hello@susistudio.com.

 

Shipping

Do You Offer Free Shipping?

We offer free ground shipping for domestic orders over $150 within the United States excluding Hawaii, Alaska and Puerto Rico. 

When Can I Expect To Receive My Order?

Average processing time is 2-3 days. Average delivery time for US ground shipping is 4-8 business days.

Average delivery time for international orders is 10­-15 business days, but could take up to three weeks. International shipping depends completely on the customs of the country we are shipping to. Please allow additional time for International orders.

What Carrier Do You Use?

We ship via FedEx exclusively for the Contiguous US.  

For Alaska, Hawaii and International shipping, we provide DHL Shipping to accommodate customers with lower rates than FedEx.

What Are My Shipping Options?

Remember that transit times given are subsequent to dispatch.

Domestic Shipping Options for Orders in Contiguous US

- FedEx Ground (4 to 8 Business Days) $7.99 / Free for order over $150

- FedEx Express Saver (3 to 5 Business Days)

- FedEx 2 Day 

Hawaii, Alaska Shipping Options

- DHL Parcel Plus Expedited (3 to 6 Business Days)

- FedEx Ground (5 Business Days)

- FedEx 2 Day Delivery (2 to 3 Business Days)

International Shipping Options

-DHL Globalmail Packet Plus (6 to 11 Business Days) International rates vary by province. Please contact us at hello@susistudio.com to learn more about your international shipping options.

Can You Ship To My Country/state?

We can ship to all 50 States including Hawaii & Alaska.

For international shipping, please email hello@susistudio.com to inquire about shipping prices if your country is not listed as follows:

Austria, Denmark, France, Germany, Ireland, Italy, Netherlands, Norway, Spain, Switzerland, Australia, UK, Canada, Hong Kong, Japan, Singapore, South Korea, Philippines.

What Terms Apply To Shipping?

All domestic shipments require a signature for delivery. If customers are not available at 1st attempt, a door tag will be left for 2nd attempt options.

Please remember FedEx does not offer service to true United States Postal Service P.O. boxes. Third­ party mailbox services are acceptable.

We are not responsible for any taxes or duties that may be incurred on international orders.

 

Returns

What Is Your Return Policy?

We will accept returns as long as you send the items back to us within 14 days of receipt in the original condition in which it was shipped. Please take care to try your shoes on indoors, preferably on carpet, and to avoid scuffing the outsoles. If the items returned appear worn or damaged, your return request will be denied.

To return shoes within 14 days, please re­-pack the shoes with care and email us at hello@susistudio.com. Our customer service team will contact you with return instructions and a free shipping label for domestic orders in the contiguous US.

What Is Your Policy Regarding Exchanges?

We do not offer exchanges, however we are happy to assist with a return and re­-order, free if the order is within the contiguous US.

How Do You Handle Defects Or A Mistake In My Order?

In the rare case that you receive an item with a defect or a wrong item, please contact us at hello@susistudio.com. We will contact you to resolve the issue.

How Long Will It Take To Process My Refund?

You will receive an email from Customer Care within 2 business days of our receipt confirming that your refund was processed.

Please allow your financial institution up to 10 additional business days to post the refund to your account.

What Are Your Return Policies for Products Purchased On Sale?

We do not accept returns for any items that are discounted more than 30%.

 

About Our Shoes

Do Your Shoes Come In Narrow Or Wide Widths?

No, our shoes come in medium width only in standard American Women’s shoes sizes.

What Size Shoe Am I?

SUSI size chart

Security & Privacy

What Security Measures Do You Take To Safeguard Me?

All financially sensitive transactional data is protected by encryption during transit and data transfer points are authenticated with SSL certificates. We do not store your credit card information.

Do You Maintain My Information As Private?

SUSI Studio is the sole owner of information collected on this site. This information will under no circumstances be distributed to third parties except as necessary to fund and ship your order. This expressly includes a pledge not to sell our customer or mailing lists.

Sweepstakes & Contests

What are the rules and regulations for your surveys/sweepstakes?

Click here for details!

I Still Have More Questions!

Can't find what you're looking for? Please feel free to contact us at hello@susistudio.com