Return Policy

At Susan & Diane Portland, delivering outstanding service and a positive shopping experience is our priority. This return and refund policy outlines the conditions under which returns are accepted, ensuring clarity and fairness for all customers.

Return Eligibility

• Returns may only be requested once the order has been delivered and received.

• A return request must be submitted within 15 days of delivery.

• After approval, the item must be shipped back within an additional 15 days.

• All returns must be sent back to the original shipping destination, which is our supplier located in China.

• All return-related costs, including international shipping fees and customs charges, are the responsibility of the customer.

• Returned items must be unused beyond fitting, unwashed, undamaged, and include all original tags.

• Items may only be tried on for fitting purposes; extended wear is not allowed.

• Placing orders for multiple sizes with the intention of returning some of them is not permitted.

Final Sale Products

Products purchased during Final Sale promotions (discounts of 40% or more) are not eligible for return. This condition will always be clearly stated at the time of purchase.

Restocking Fee

A $20 restocking fee applies to each returned item and will be deducted from the refund. This fee covers quality inspection, processing, and reintegration into inventory.

Full Return Guarantee for Unused Items

Unused items that fully comply with the return requirements listed above are eligible for a complete return guarantee.

Return Shipping Costs

All return shipping expenses are paid by the customer. Susan & Diane Portland does not refund shipping fees, customs charges, or related costs. Additional details can be found in our Terms of Service.

Return Timeframe

Customers are granted 15 days to submit a return request and an additional 15 days to ship the item back, resulting in a total return window of 30 days from delivery. Returns initiated or shipped after this timeframe will not be accepted.

Guarantee for Defective Products

Items with confirmed manufacturing defects qualify for a full refund or replacement, depending on customer preference.

How to Return an Item

1. Send a return request via email to support@susandianeportland.com within 15 days of delivery.

2. Upon approval, you will receive the return address of our supplier in China.

3. Ship the item back at your own cost, including all shipping and customs fees.

4. Using a tracked shipping method is highly recommended.

Refund Processing

After the returned item has been received and inspected, the refund will be issued within 15 days to the original payment method. Any applicable fees, including the restocking fee, will be deducted.

Responsibility and Liability

• Susan & Diane Portland is not liable for lost returns when tracking confirms delivery to the provided address.

• Customers are responsible for providing accurate shipping information.

• Any address corrections must be requested within 24 hours of placing the order.

Contact Information

For any questions regarding returns or refunds, please contact us at:
support@susandianeportland.com

Susan & Diane Portland is dedicated to handling returns in a fair, transparent, and efficient manner. Following this policy helps ensure a smooth experience for all customers.

Return Address

Contact Name: Wu Xi
Street Address: Building 4, 4th Floor, 58 Baiye Road
City: Dongguan
Postal Code: 523000
Province: Guangdong
Country: China