Effective Date: 11/8/24

​

At Wanderlust By Susanne, each item is custom-made, and we aim to provide quality products that meet our customers’ expectations. This policy outlines the situations in which refunds, returns, and exchanges may apply. Please read carefully to understand our practices.

​

​

Misprinted, Damaged, or Defective Items

 

If you receive an item that is misprinted, damaged, or defective, please submit a claim within 30 days after receiving the product. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims qualifying as errors on our part will be covered at our expense, and we will either replace the item or issue a refund as appropriate.

​

If you notice an issue with the products or order details, please submit a problem report by contacting us at the form below.

​

​

Return Address and Unclaimed Returns

​

Our return address is set by default to our fulfillment facility. When a returned shipment is received, you will receive an automated email notification. Any unclaimed returns will be donated to charity after 30 days.

• Wrong Address: If an incorrect or insufficient address is provided, the shipment will be returned to our facility. Once a correct address is confirmed, you will be responsible for reshipment costs.

• Unclaimed Shipments: Items that go unclaimed and are returned to our facility will incur reshipment costs to send to the intended recipient. If you do not wish to have the item reshipped, it will be donated to charity.

 

Please Note: If another return address is used, Wanderlust By Susanne is not liable for any returned shipments or associated reshipment costs.

​

​

Non-Returnable Items

​

Due to health and hygiene reasons, certain items, such as sealed goods (e.g., face masks), are non-returnable and non-refundable once unsealed. Returned face masks or other sealed goods will be disposed of upon return and will not be available for reshipment.

​

​

Customer-Initiated Returns

​

We recommend customers contact us before returning any products. Refunds for buyer’s remorse are not provided, and returns for reasons other than defects or damages are not accepted. We do not accept returns for size exchanges. If you would like a different size, please place a new order at your own expense.

​

For customers residing in Brazil: If you regret your purchase, you may contact our Customer Service within 7 consecutive days of receiving the item to request a return, provided that the item is unused and undamaged. The return request will be evaluated, and refunds will not be possible if the product has been used or damaged.

​

​

EU Consumer Rights

​

In compliance with the Directive 2011/83/EU of the European Parliament and of the Council on consumer rights, please note that the right of withdrawal does not apply to:

1. Goods made to the consumer's specifications or personalized items.

2. Sealed goods unsealed after delivery that are not suitable for return due to health or hygiene reasons.

​

Therefore, Wanderlust By Susanne reserves the right to refuse returns at its sole discretion for these items.