Refund policy

If you're not completely happy with your order, contact us within 30 days of receiving it and we'll do our best to put it right.

How it works

Email concierge@suzannechen.com with your order number, the reason for your request, and photos or a short video where relevant (for example, a fault, damage or the wrong item).
Our team will review your request within 24–48 hours and offer the most suitable solution.
Please don't send anything back until we've confirmed in writing. Returns sent without approval may be refused.

Possible resolutions

Depending on the situation, we may offer:

A replacement or a refund for an item that is faulty, damaged or incorrect. We cover the cost of return shipping if we ask you to send an item back.
A partial refund, so you can keep the item without the time and cost of returning it, where a return would be impractical or disproportionately expensive.
A return for a refund, where we've approved it. For change-of-mind returns, the customer covers return shipping and the original shipping is non-refundable. Items must be unused, unworn and in their original packaging.

Refunds

Approved refunds go to your original payment method within 7 days of us confirming the resolution (or receiving a returned item, where a return applies). Your bank may take a few more days to show it.

We do not charge handling or restocking fees.

Non-returnable items

Personal hygiene products
Opened cosmetics
Earrings, underwear and other intimate items
Any item marked as non-returnable on the product page

Contact Details

Online store operator: Jex E-commerce LLC
Email: concierge@suzannechen.com
Phone: +1 (850) 789-4309
Registered office: 1309 Coffeen Avenue STE 1200, Sheridan, Wyoming 82801, United States