ShIppIng PolIcy

Last updated: 02/10/2025

 

Order Processing & Dispatch

 

• Orders placed Monday–Friday before 3:00 pm (UK time) are shipped the same or next business day.

• Orders placed after 3:00 pm, on weekends, or on UK public holidays are shipped the following business day.

• All bags are pre-made, stocked at our fulfilment warehouse, and ready to ship unless otherwise marked as pre-order.

​

Delivery Times (After Dispatch)

 

• UK: 1–3 business days

• EU: 3–5 business days

• Rest of World (including USA): 5–7 business days

 

In rare cases, international orders may take up to 4–6 weeks due to customs or local courier delays.

If your order has not arrived within 10 business days beyond the estimated timeframe, contact us at hello@suzle.co.uk.

​

Shipping Costs

 

• Shipping costs are calculated automatically at checkout through our Wix storefront, based on destination and package weight.

• Any refund of shipping costs is handled under our Returns & Repairs Policy.

 

Tracking

 

• All orders are shipped with tracking.

• Tracking details are emailed once your order has been dispatched.

 

Customs, Duties & Import Taxes

 

• Customers outside the UK are responsible for any customs duties, VAT, or import fees charged by their local authorities.

• These costs are not included in the product price or shipping fee at checkout.

• Customs checks may add delays that are outside our control.

​

Lost, Damaged, or Faulty Orders

 

• If your parcel arrives damaged or your product is faulty, email hello@suzle.co.uk within 14 days of delivery with photos and a description of the issue.

• If your parcel is lost, or tracking shows it as “delivered” but you have not received it, please contact your local postal service first, then contact us.

• We will work with our fulfilment partner to resolve the issue and offer a repair, replacement, or refund where appropriate.

 

Pre-Orders

 

• Pre-order items will ship on or shortly after the launch date stated in the product description.

• If your order includes both pre-order and in-stock items, the full order will ship together once the pre-order item is available. To receive in-stock items sooner, please place a separate order.

• Pre-order shipping dates are estimates and may occasionally change due to production or supply chain issues. We will notify you by email if this happens.

​

Returns & Cancellations

 

Our Returns & Repairs Policy applies to all purchases. In summary:

 

• You have 14 days from receipt to cancel an online order for any reason.

• Customers are responsible for return shipping unless the item is faulty or incorrect.

• Refunds include the product price and standard outbound shipping cost.

• Faulty or incorrect items reported within 30 days may be repaired, replaced, or refunded in line with UK consumer law.

• We will always attempt a repair where possible before issuing a refund.

 

Full details are in our Returns & Repairs Policy.

 

Exceptions & Disclaimers

 

• Delivery estimates are approximate and not guaranteed.

• We are not liable for customs delays or additional import charges.

• We are not responsible for indirect losses such as missed events due to late delivery.

• This policy may be updated; significant changes will be posted with a new “last updated” date.