Delivery & Returns

UK Deliveries


At Susie and Toto we believe that receiving your parcels should be as painless as navigating our site and making a purchase. In fact, it’s the last thing that we want you to worry about.
We work with Collect+ and Royal Mail to provide you with a quick delivery service, which usually happens between 2 and 5 working days - depending on your location. 
To give you the best experience possible we've also partnered with UPS, one of the leading global couriers, to provide you with a SATURDAY delivery option at a cost of £15.
A recap below:
    • FREE STANDARD DELIVERY on every order over £120 through Collect+ or Royal Mail with the promise of receiving your parcel within a timeframe of 2 to 5 working days. If you don't reach a £120 basket then a STANDARD DELIVERY will cost only £3.99
    • SATURDAY DELIVERY available at a fixed cost of £15.
If you wish to book a Saturday delivery, please choose this option at the check-out. The UPS service can be booked any day up to 10 PM on the previous Thursday as no orders can be processed after that weekly deadline.
All weekend orders will be processed on Mondays, unless this is a Bank Holiday. 

European Deliveries

All of our European Orders will be shipped with Royal Mail, or with alternative couriers, and delivered within a 7 to 10 working days timeframe at a fixed cost of £8.99. 
If your basket goes over £200, we're happy to offer a FREE delivery service. 
  • Standard European Delivery: £8.99
  • Standard European Delivery on purchases over £200: FREE 

 

Worldwide Deliveries

Our International delivery service covers the majority of countries outside of Europe. We're also thrilled to have added a delivery option for both Australia and New Zealand.  
Please note that all taxes and duty that may be incurred are the responsibility of the purchaser and not Susie and Toto's. Expect your delivery to arrive within 10 to 15 days.
  • Worldwide Delivery (zone one)£20
  • Australia and New Zealand Delivery: £28

At Susie and Toto we are delighted to provide you with a FREE RETURN service and give you a full refund for all purchases returned within 10 days of receipt if in perfect condition and with all tags still attached. This service is only available to UK orders. 
If you wish to return an item, please email us at billing@susieandtoto.com or call us on 0203 239 1185 with your Order Number at the ready. Please be ready to tell us why you wish to return the items and we'll get back to you as soon as possible to schedule a collection.  
Following the same process, we're happy to EXCHANGE items free of charge as well - however we're only covering the first time the item is sent back and re-delivered in a new size. If the second exchange requires a further swap, we will have to charge for a second delivery and return. 
When returning an order please allow 28 days from the day the parcel is posted for your refund to be processed. We will email you to let you know once your parcel has been received and your refund has been processed. Please be aware that under our Terms and Conditions we have the right to decline a refund if we believe that the items have been actually used/worn for a period of time and/or are not faulty.
The refund will be processed once the goods are received back into our premises. Please note that it may take 2-3 working days for the refunds to show in your account. You will be refunded onto the card that the goods were purchased with. If your card expires before we process your refund please contact our team on 0203 239 1185 with your order number, postcode and new card details. You can call us between 9am and 5pm (UK time), Monday-Friday (excluding UK bank holidays). For security reasons, we cannot accept this information via email.
Please be aware that SALE items can be returned but will not be refunded, unless the item is faulty, and unfortunately we won't be able to cover the costs for the items to be shipped back to us. If you do wish to return a non-faulty Sale item, we will issue a Gift Certificate for the same discounted value of the returned item/s, valid for 3 months from its issue date.
Unfortunately, we cannot advise you in advance of reduced priced items or reimburse you for the difference after your order has been accepted. 

 

Returns on European and Worldwide Deliveries
Unfortunately at the moment we cannot provide FREE RETURNS for International orders but we hope to be offering this service very soon. If you wish to return your item/s, please send us an email to billing@susieandtoto.com so that we can discuss the best way to do this. Most often, we ask our international customers to send us back the parcel via their national postal services through a recorded delivery option. We will not be able to process any refund without a tracking reference to prove that the items have been sent back.
 
7 DAY COOLING-OFF PERIOD
In addition to our returns policy, under the Distance Selling Regulations, customers have seven working days (beginning the day of receipt) to cancel a purchase. Order cancellations must be made in writing to billing@susieandtoto.com quoting your order number. In this case, we will provide a full refund but you must return the cancelled items to us at your cost. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.