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Returns & Exchanges - Suzy

RETURNS AND EXCHANGES

RETURN POLICY

We offer a 30-day return policy for online orders.
• Suzy products can be returned by mail to our warehouse or in-store at any Suzy store location.
• Le Chateau women's products can be returned by mail to our warehouse or in-store at Suzy / Le Chateau combo locations which can be found here.
• Items in our SALE / LIQUIDATION section are FINAL SALE and CANNOT be returned or exchanged online or in-store.

Please note: This policy is for online orders only. Returns for purchases made in-store must be processed in-store.

 

WHAT CAN BE RETURNED OR EXCHANGED?

The following eligibility requirements must be met in order for an item to qualify for a refund or exchange:
• Return requests must be made within 30 days from the order date as indicated on the original invoice.
• Returns must be accompanied by the original invoice. If you do not have a copy of your original invoice which was included in your package, you cannot make a return in store. You must initiate an online return here and ship it back to our warehouse.
• The product(s) must be in the same condition as when you received it.
• Merchandise must be in its original packaging, unused, unwashed, with all merchandise tickets attached.
• All merchandise in our “SALE / LIQUIDATION” section is FINAL SALE and therefore not eligible for exchanges or refunds, in-store or online.
• All gift cards, bodysuits, panties, shapewear and earrings are FINAL SALE. No refunds or exchanges allowed.
• If the item received was damaged, it can be replaced for the same item, if available, by contacting customerservice@suzyshier.ca or customerservice@lechateau.com

Additional return criteria for Le Chateau products:
In addition to the eligibility requirements above, the additional criteria applies for Le Chateau products:
• Le Chateau dresses must have both the price tag and the ‘Read This’ tags attached.
• Earrings are FINAL SALE. No refunds or exchanges allowed.

We do not offer price adjustments however, you can return eligible items within 30 days of purchase and place an order for a new one if the product is still available. The customer is responsible for any additional shipping charges, including the cost to ship the item back.

HOW DO I MAKE A RETURN?

RETURNS BY MAIL

A return shipping fee of $7 per returned order applies and will be deducted from your refund amount. Your returned items must meet all eligibility criteria in order to be refunded. If you return an item that does not meet the eligibility requirements, it will not be sent back to you and you will not be refunded.

Please note: If the sum owed to you is less than the $7 return shipping fee, we regret to inform you that we will not be able to proceed with your refund. Please visit a Suzy store to facilitate the return process. Please ensure you have your Ecom invoice, which was included in your package.

  1. Access the online return centre and enter your email address to initiate a return.
  2. Select the item(s) you wish to return, choose a reason for the return from the drop-down list and click submit. If a product is outside the return eligibility period or final sale, you will get a message that the item is not returnable.
  3. Once completed, you will receive an email confirmation. Click through the DOWNLOAD SHIPPING LABEL link to download and print your return shipping label.
  4. Include the invoice in your return package and affix the shipping label to the outside of your package.
  5. Drop off the package (with shipping label affixed) at a Canada Post location near you.

  • Items from an online order can’t be exchanged by mail. For Suzy products, they can only be exchanged by taking the item(s) to one of our Suzy stores. For Le Chateau women's product, they can only be exchanged by taking the item(s) to a Suzy / Le Chateau combo locations which can be found here.
  • The online return centre and prepaid shipping labels cannot be used for returns from Nunavut, Yukon, the Northwest Territories or the United States. In these areas, the customer must arrange for their own parcel return and pay applicable shipping costs.
  • Please contact customer service at customerservice@suzyshier.ca or customerservice@lechateau.com for more information.

RETURNING / EXCHANGING IN-STORE

Suzy products can be returned or exchanged at any Suzy store location. Your item must meet all eligibility requirements.

Online orders for Le Chateau women's products can be returned or exchanged only at Suzy / Le Chateau combo locations which can be found here

Please bring your items in original condition with your order invoice. All invoices are printed and shipped with your package. Once the return is accepted, you can either exchange the item or return it for a refund which will be processed to your original method of payment. Please note that our stores cannot credit your Apple Pay, Google Pay, PayPal or Klarna and the refund amount will be issued as a store credit. To have your original method of payment refunded, you must send your return by mail to our warehouse.


HOW WILL I BE REFUNDED?

  • Refunds will be issued within 10 business days after we have received the returned items and confirmed that they meet the eligibility requirements.
  • Refunds will be credited back to the original method of payment. For orders paid by PayPal or Klarna, if you use our return by mail option, your PayPal or Klarna account will be credited. Please note our stores cannot credit your Paypal or Klarna account for any purchases made online and returned in-store. The refund amount will be issued as a store credit. If Klarna was used as a method of payment, you must still continue repaying your instalment plan in full.
  • Gift cards can not be refunded or redeemed for cash.
  • Shipping charges are non-refundable.
  • Customer is responsible for shipping fees incurred in the return process.

All refunds are subject to approval and must meet the requirements outlined in our return policy. We reserve the right to deny a refund if it does not meet the eligibility requirements outlined above.

We do not offer price adjustments however, you can return your item within 30 days of purchase and place an order for a new one if the product is still available. The customer is responsible for any additional shipping charges, including the cost to ship the item back.

WHAT IS YOUR RETURN POLICY FOR ITEMS PURCHASED IN-STORE?

SUZY/LE CHATEAU, IN-STORE PURCHASE RETURN POLICY

NO REFUNDS. Exchange or store credit will be offered within 14 days of purchase for merchandise unworn with original receipt and all tags attached. Le Chateau dresses must have both Price and ‘Read This’ tags attached.

Le Chateau products purchased online or in-store can only be exchanged at Suzy / Le Chateau combo locations which can be found here. Le Chateau menswear returns will not be accepted in any of our Suzy stores and must be returned to our warehouse. 

No exchange or store credit available on earrings, intimate apparel or merchandise reduced by 50% or more.


STILL NEED HELP?

Our Customer Support Team is here to assist you with anything you need! Reach out to us by email at customerservice@suzyshier.ca or customerservice@lechateau.com

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