Please email us at: customer_care@lingeriebysusan.com with any problems you may experience on this site
Safety of On Line Purchases
We employ the highest security procedures used in the industry. Our Web site is hosted on a Secure Server verified by VeriSign Corporation, the leading provider of Secure Site Certificates. This certificate can be viewed by clicking the lock at the bottom right of any secured Web page of this site. All transactional information such as Credit Card Number, Name, Address and all other purchase details are being sent via Secured Sockets Layer (SSL), the industry standard, using 128-bit encryption mechanism. Purchasing on line is as safe as making a Credit Card purchase in our store.
Payment Methods
Payments for On Line purchases can be made in US Dollars only, using the following credit cards: Visa, MasterCard, American Express, Discover.
Shipping Your On Line Order
All orders received by 12:00 noon EST will be shipped same day. All others will be shipped on the next business day. When an item is out of stock or discontinued by the manufacturer, we will offer the customer a comparable garment. In rare occasions, when we sold out and manufacturer is out of stock on an item, it may take up to 2-3 weeks for delivery. All communications are conducted via email, so customers are encouraged to check it daily. When deemed urgent, we will attempt phone communication so ensure we have a current phone#, else urgent matters will also be communicated via the slower email medium. The shipping method used is the one selected by the customer on the Check Out page. Shipping is calculated based on items' weight, distance shipped and shipping method selected..
Whenever possible, multiple orders will be combined in one shipment and extra shipping costs will be refunded.
Shipping Outside United States
On check out, customer has the option of selecting the carrier of choice. Although USPS is the least expensive choice, for all international orders it is also the least reliable as they do not have control over the shipment once it gets to the destination country. Therefore, we recommend UPS or DHL as they are a little more expensive but much more reliable.
Please note that once order is shipped, a tracking# will be provided and we no longer have any control, nor can we assume any liability for items lost or delayed in shipping or in destination country's customs. We will however, assist in the expedient recovery of the items by any means we possibly can.
Import duties (or brokerage fees charged by UPS ground for Canadian orders) are determined differently by every country. Our experience indicates that most countries do not charge duties on our items, however, whenever they do, it is sole responsibility of the buyer. If shipment is refused buy buyer, shipper may dispose of the items and buyer cannot claim a refund.
Our Return Policy for Online Purchases
We will issue a credit to the same method of payment made for any unworn merchandise with all original tags attached for up to 30 days from purchase. Shipping is not refundable and all return shipping costs will be paid by the customer (Bustiers and Strapless Long Line bras are subject to a 15% restocking fees, due to the large costs and overhead involved in shipping and handling these items). In the unlikely event that the wrong item was shipped, we will reimburse original as well as return shipping costs. In all return cases, please email us a request for a 'Return Merchandise Authorization (RMA) Form' and follow instructions for shipping directions. Customers are strongly encouraged to insure the returns since we are not responsible for lost or damaged items. We will issue refunds in same fashion they were originally paid. Shipping refunds, if appropriate, will be made after we have received merchandise and verified against original order that wrong item was shipped. All refunds will be posted immediately, however it depends on the issuing bank when it shows on your statement.
Please note that we normaly absorb from Some to All shipping costs based on total purchase amount. When a refund is requested, these costs may be deducted before refund is issued.
Shipping Disclaimer
* Once items are shipped and a tracking # is issued, we cannot assume any liability and cannot issue a refund for lost or undelivered items by the carrier. We will, though, assist in a recovery effort by any means available to us.
Promotions for Web Orders*
From time to time we will offer promotions or store credit coupons send by mail, email, offered through the media or in our store. When offered, each promotion will provide full redeem instructions.
* Promotions cannot be combined with other promotions or discounts
Our Privacy Policy
All customer information obtained through this site will be kept strictly confidential and used solely to facilitate an expedient and personalized service to our customers. No information will ever be disclosed to any outside entity.
