FAQ

ORDERS

How long will my order take to ship?

Orders are processed within 1-2 business days of order confirmation, Monday through Friday. Once shipped you should receive your order within 3-7 business days. Delivery times can vary based on your shipping destination. Domestic orders ship by Fedex Ground, and international orders ship by DHL. We now offer expedited shipping services via Fedex, but please note that processing time is not included in the expedited shipping time.

Can I make changes to my order?

We aim to ship all orders as quickly as possible and they are submitted for processing when you place your order. Though we cannot guarantee any changes, please do not hesitate to reach out to shop@suziekondi.com for assistance.

Can I cancel my order?

Although orders are processed immediately once they are placed, please reach out to shop@suziekondi.com for more information on the status of your order. Please note that we cannot guarantee order cancellations.

What forms of payment do you accept?

We accept all major credit cards, as well as Shoppay, Paypal, Afterpay and Google Pay.

Will tax be applied?

All applicable taxes are added to your order at checkout once your shipping address is added.

Do you offer exchanges?

Yes! You may process an exchange order within our returns portal HERE. Please reach out to shop@suziekondi.com if you have any questions or do not see an item you were interested in available for exchange.

Do you accept returns of sale merchandise?

All sale items are final sale and are not eligible for return, refund or exchange.

Do you collect a full deposit for preorder?

Yes. At this time, we collect a full deposit for preorders.

Do you offer price adjustments?

Yes! We offer price adjustments in the form of store credit within 7 days of purchase. Please reach out to shop@suziekondi.com for more information, and to initiate your price adjustment.

Do you take phone orders?

Our stores would be happy to place an order for you by phone. Please see our stores page for details on their business hours.

How can I check the status of my order?

You may check the status of your order within your order confirmation email sent at the time of purchase. If you have an account with us, you can view the status of your order there and once your order ships, you will receive a tracking number via email.

How do I redeem a promotional code?

Promotional codes are redeemable during checkout in the box titled “Gift card or discount code.”

Do you offer a first time shopper discount code?

Yes! Once you sign up for our newsletter on suziekondi.com, you will receive an email with a promotional code to use on your first order.

Do I need to set up an account to place an order?

No, you do not have to create an account to place an order. If you do not wish to receive newsletter updates, please uncheck the box under the email address section during checkout.

I haven’t received my order, what should I do?

We are sorry to hear that! Please reach out to shop@suziekondi.com with your order number, and our team will be happy to assist you!

When will my order be processed?

Orders are processed and shipped within 1-2 business days after the order is placed.

Do you offer international sizing?

For details on our sizing and conversions, please review our sizing guide.

What is ‘Pre-Order’ and when will a pre-order item ship?

Pre-order items are not immediately shipped once an order is placed as they are available at a later date. All pre-order items are marked as such and a shipping date is stated on the product page for the item.

How do I purchase a gift card?

You can purchase a gift card HERE, and choose your desired amount before adding it to your cart. Please note that gift cards are sent via email once an order is placed.

What do I do if I received damaged merchandise?

We are sorry to hear that! Please reach out to shop@suziekondi.com with your order number and a photo of the item(s) and our team will be happy to assist you!

SHIPPING

Can I change my shipping address?

Please reach out to shop@suziekondi.com with the shipping address you would like your order sent to, and our team will be happy to assist you. Please note that we cannot guarantee this change as orders are processed immediately after they are placed.

After placing an order, can I expedite my shipping method?

We now offer expedited shipping methods at checkout! Please note that these expedited Fedex shipping methods do not include our 1-2 day processing time.

For more information on expedited shipping methods for your order, please reach out to shop@suziekondi.com and our team will be happy to provide more information.

Please note that although we may be able to accommodate expedited shipping methods by updating the service in a timely manner after your order is placed, we are not responsible for the timing of delivery of your items once the package is released to the shipping provider.

How long will it take to receive my order?

Orders are processed and shipped via Fedex within 1-2 business days of order confirmation. Once shipped, orders typically arrive within 3-7 business days. Once the package departs our fulfillment center, we are not responsible for delays in shipping or delivery due to force of nature or other uncontrollable events.

Does my package require a signature at the time of delivery?

Domestic orders priced at $800 and above are shipped via Fedex Ground with a direct signature required. Orders placed with an expedited shipping service including Fedex 2Day and Fedex Standard Overnight also require a direct signature to ensure delivery.

If you have any questions regarding whether your order should require a signature or would like more information, please email shop@suziekondi.com.

Do you ship internationally?

Yes! When shopping on our site, please choose the country you are shipping to in the top navigation. International orders ship via DHL.

How much duties and taxes will I have to pay?

Taxes and duties are calculated at checkout based on your shipping address.

Do you ship to a PO box?

No, we do not ship to PO boxes at this time.

Do you ship to Hawaii, Alaska, and Puerto Rico?

Yes! We offer shipping to Hawaii, Alaska and Puerto Rico.

How much are shipping costs?

We offer free shipping on domestic orders $200+ before taxes. For international orders, free shipping is determined based on the destination country.

My package is lost

We are sorry to hear that! If you believe your package is lost/ stolen, please reach out to shop@suziekondi.com and our team will be happy to assist you!

RETURNS

What is your return policy?

We accept returns on new, unworn merchandise with tags attached, within 14 days of receiving your order. Please note that all sale purchases and accessories are final sale, and are not eligible for return, refund or exchange. Suzie Kondi reserves the right to refuse returns on worn or damaged garments. Cashmere and cotton hand knit purchases are only eligible for exchange. When processing this exchange in our returns portal, you will have the option for exchange or selecting new items with a store credit. 

How can I request a return?

You may process a return within our returns portal HERE. If you have any questions or need assistance with processing your return, please reach out to shop@suziekondi.com.

How do I return an international order?

To start an international return, please click HERE.

Where can I download a return label?

Once your return is successfully processed and authorized within our returns portal, a return label will be emailed to you.

How long do I have to return an item?

We accept returns on new, unworn merchandise with tags attached, within 14 days of receiving your order.

Are returns free?

At this time, a $15 restocking fee is applied to all domestic returns to cover the cost of return shipping and processing. Please note that original shipping fees are not refunded. If you were to exchange your item, there is no restocking fee and shipping is free for the new item(s).

International returns are subject to different returns rates which are determined by your location at the time the return is processed. Please reach out to shop@suziekondi.com for any questions regarding your return.

Can returns be processed in store?

Online orders cannot be returned or exchanged in store, and in store purchases cannot be returned or exchanged online. If there was an item you would like in exchange for your original item that is not available within our returns portal, please reach out to shop@suziekondi.com and our team will be happy to assist you!

Do you offer exchanges?

Yes! We offer free exchanges on orders within 14 days of delivery.

Do you offer store credit?

While our returns portal does not have a store credit option in exchange for your item(s) at this time, please reach out to shop@suziekondi.com if you would like a store credit and our team will be happy to assist you!

When can I expect to receive my refund?

Once your return is received back to us, please allow up to 14 business days for your refund to be processed. Once processed, it may take up to 10 business days for the refund to be seen on your statement.

Can I return an item that is pre-order?

Yes, our same return policy applies to pre-order items. We accept returns on new, unworn merchandise with tags attached, within 14 days of receiving your order. However, please note that any custom item cannot be returned.

Can I return an item that is on sale?

All sale purchases and accessories are final sale, and are not eligible for return, refund or exchange. Please note that cashmere and cotton knit purchases are eligible for exchange only.

Can I return or exchange even if it’s outside of the return window?

Unfortunately, we cannot accept returns or exchanges outside of our return window.

MY ACCOUNT

How do I see my past orders?

Once you login to your account HERE, you are able to view all of your orders placed under the email address associated with your account.

How do I reset my password?

To reset your account password, please click “Forgot Password?”.

How do I check the balance of my gift card?

To check the balance of your gift card, both in store and online, please reach out to shop@suziekondi.com and our team will be happy to provide more information!

STOCK INQUIRIES

Do you have a size guide?

Yes! You can view our size guide HERE.

What if an item is out of stock?

If you are interested in an item that is currently out of stock on our site, please reach out to shop@suziekondi.com and our team will be happy to help!

GARMENT & CARE

How do I care for my garments?

We have detailed care instructions on each product page on our website. You will also find a care tag inside each garment. If you have further questions please feel free to reach out to us at shop@suziekondi.com.