FAQ
Sizing & Product Information
How do I choose my size?
Our product size charts show measurements of the finished garment, not body measurements. Compare them with a similar garment that fits you well, measured in the same way. Allow for your preferred fit and any layers underneath. Do not select a size by matching your body measurement exactly to the garment measurement.
If you need help with a particular style, contact us with the product name and your measurements.
How should I measure my bust, waist and hips?
Use a soft measuring tape. For your bust, wear a bra and measure around the fullest part of your chest, keeping the tape level. Measure your waist at the narrowest part of your natural waistline, snugly but without pulling the tape tight. Measure your hips around their fullest part. Ask someone to help if needed.
What if I cannot find my size or have a special request?
We offer customization. Contact us before ordering with the product name, your measurements, the changes you would like and any event date. Available alterations and production time are confirmed individually; there is no fixed customization timeframe.
Shipping & Tracking
Do you offer international shipping?
We offer worldwide shipping. Our shipping policy lists Standard Express and DHL/UPS Express(2-5 business days) services, including their charges and estimated transit times.
How much does shipping cost, and how long does it take?
Under our current shipping policy, Standard Express is free with an estimated transit time of 7–15 business days. DHL/UPS Express(2-5 business days) costs US$80. These estimates cover transit only and do not include order processing time.
Do delivery estimates include order processing time?
No. Under our shipping policy, orders are typically processed within 24 hours of order confirmation and payment. Our warehouse operates Monday to Friday, excluding public holidays; weekend and holiday orders may experience delays. Total delivery time is order processing time plus transit time. Custom orders also require production time. Please contact us before ordering to confirm this; the 24-hour processing estimate is not a custom production timeframe.
How can I track my order?
Once your order has been dispatched, we will send a shipping confirmation email containing your tracking number. Visit our Track Your Order page and follow the instructions to check your parcel, or use the tracking information in your shipping email.
Why is my tracking information not updating?
Tracking numbers are usually activated within 24 hours of dispatch. During holidays or periods of high demand, tracking updates may take 48–72 hours. If you still cannot track your order, please contact us.
What should I do if my order is delayed?
International deliveries can be affected by customs, weather or other factors beyond our control. If your parcel has not arrived within the estimated delivery timeframe, email support@sussiland.com and we will coordinate with the courier to investigate.
Will I need to pay customs duties or taxes?
Customs authorities in your destination country may charge duties or taxes. Under our current shipping policy, these charges are the customer's responsibility and are not controlled by SUSSILAND. Please contact your local customs office for information about potential charges.
Orders & Payments
Which payment methods do you accept?
We accept major cards, including Visa, Mastercard, American Express and Discover, through Shopify Payments. We also accept PayPal. Please see our payment policy for further details.
Which currency will I be charged in?
Orders on our website are processed in US dollars (USD). If your payment account uses another currency, your payment provider will convert the amount at its exchange rate.
What should I do if my payment is declined?
Check that your card number, expiry date and billing address are correct, and that sufficient funds are available. You can also contact your bank or payment provider to check for restrictions on international transactions. If the issue continues, please contact us.
What if I have not received an order confirmation email?
After a successful payment, you will receive an email confirming your order details. If it has not arrived within 24 hours, check your spam folder or contact us for assistance.
Can I cancel my order?
Under our current shipping policy, you can request cancellation before your parcel is shipped and receive a full refund. Once the order has been shipped, it can no longer be cancelled. Please contact us promptly if you need to cancel.
Returns & Refunds
Can I return or exchange an item within 15 days?
Yes. For non-promotional, non-customized products, you may apply within 15 days of receiving your order. Shipping costs for returns or exchanges unrelated to quality issues are your responsibility. Keep the item unused, unwashed and unaltered, with original packaging, tags and accessories.
Contact us for approval and return instructions before sending it. Promotional and customized products are excluded from the 15-day return and exchange policy. Return and exchange policy.
What condition must an item be in for a return or exchange?
Items must be new, unused, unwashed, unaltered and in resaleable condition, with the original packaging, tags and accessories intact. Return or exchange requests must be reviewed first. For returns or exchanges unrelated to quality issues, the customer is responsible for return shipping costs.
What should I do if my item has a quality issue?
Non-promotional, non-customized products are covered by the 15-day return and exchange policy. Please email support@sussiland.com with your order number, a description of the issue and relevant photos so we can review your request and provide next steps. For an approved quality-issue return or exchange, SUSSILAND will cover the return shipping costs.
How do I request a return or exchange?
For non-promotional, non-customized products, request a return or exchange within 15 days of receiving your order. Email support@sussiland.com with your order number, reason and relevant photos. Wait for approval and return instructions before sending the item.
For quality-related returns or exchanges, SUSSILAND covers the return and exchange shipping costs. For non-quality-related returns or exchanges, the customer covers the return and exchange shipping costs. Items must be unused, unwashed and unaltered, with original packaging, tags and accessories. Read the full return policy.
Who pays return shipping, and are original shipping fees refundable?
For quality-related returns or exchanges, SUSSILAND covers the return and exchange shipping costs. For non-quality-related returns or exchanges, the customer covers the return and exchange shipping costs. Original shipping fees are non-refundable.
How and when will I receive my refund?
After the returned item has been inspected, refunds are processed within 5–7 business days and issued to the original payment method.
When will my exchange be shipped?
Under our return and exchange policy, exchanges are shipped within 5–10 business days after the returned item has been inspected. This is the dispatch timeframe and does not include transit time.
Can I send my return to the business address on your website?
Please contact support@sussiland.com to request a return or exchange and obtain shipping instructions first. The business address on our contact page is for correspondence only and should not be used as a return address.
Custom Orders
Can custom orders be returned or exchanged?
Custom orders are not eligible for returns or exchanges except in cases of craftsmanship or material defects. If you experience such an issue, email support@sussiland.com with your order number, details and relevant photos for review.
Is alteration reimbursement available for sizing issues with custom orders?
Our return and exchange policy lists a US$50 tailoring reimbursement for sizing issues with custom orders and requires supporting proof. Please contact support@sussiland.com first to check the applicable requirements and documentation.
Contact
How can I contact you before placing an order?
Email support@sussiland.com. For product questions, include the product name or link; for an existing order, include your order number so we can help with your enquiry.
Embroidery Craftsmanship
Is your embroidery done by hand?
Yes. All embroidery on SUSSILAND garments is hand-embroidered, not machine-embroidered. Check the photographs and description of the individual style for its embroidery details.
How can I learn more about the embroidery on a particular style?
Start with the photographs and description on the product page. If you have a specific question about its embroidery, contact us with the product name or link so we can help with that style.
Get in touch
Have questions about your order, or a general enquiry?