Contents
Payment
What payment methods do you accept?
You can checkout with your PayPal account, debit or credit card.
Is my payment secure?
The information transmitted on payment goes in full safety and encrypted directly to our payment processors, Stripe and PayPal, which are two of the world’s leading payment processors. Data collection and storage of your payment account is ensured by Stripe or PayPal. We do not view, collect, or store your payment details.
You can find Stripe and PayPal’s relevant policies on their websites.
What currencies can I use?
We accept payment in GBP (our payment processor will convert your payment from your local currency to the equivalent in British pounds Stirling).
Site and checkout issues
I am having difficulty paying. What should I do?
Please try an alternative payment method or contact us.
Delivery
How long will it take for my items to be dispatched?
We typically dispatch items within 1-2 working days.
How long will it take for my items to be delivered?
UK standard delivery range from 2 to 5 working days after dispatch and 4-7 working days for standard delivery to the EU, US and Canada. Delivery to other parts of the world may take 5-8 working days.
How is COVID-19 affecting delivery?
We are shipping orders as usual with the safety measures in place. Orders may take longer than usual to arrive because of delays with the postal services around the world or other restrictions caused by the COVID-19 pandemic.
Orders
How do I amend an order I have already placed?
Please contact us as soon as possible if you need to make amendments to your order.
Can I cancel my order?
If you wish to cancel your order, please let us know right away. If your order has not yet shipped, we will not be able to cancel it and issue a full refund.
International orders
Where do you ship to?
Orders can be placed on the website for delivery to the UK, EU, US, and Canada. If you would like to place an order for delivery outside of these regions, please create a custom international order request. An electronic invoice will be created and you will receive further instructions to complete the order.
How long does custom clearance takes?
We make every attempt to minimize the potential impact of delivery delays by filling the customs clearance document appropriately. However, please note that shipments may be subject to customs clearance procedures that may cause delays in delivery estimates.
Who is responsible to pay duties and taxes?
We are not responsible for the payment of any such duties or taxes and are not liable for any failure by you to pay them.
Refunds, refunds and reimbursements
What is your returns policy?
We have a 30-day return policy for all items unless stated otherwise. You will receive a full refund for your order to your original payment method within 3-5 working days of when we receive the return. This will not include the cost of return postage except if we deem you to have received the wrong or defective item. All items should be returned in their original state except if you received a defective or wrong item.
Do you offer free return shipping?
We offer free UK return shipping for damaged or defective items. If you checked out with PayPal, then you may enjoy its free returns shipping coverage up to £15 of return shipping costs per return, for up to 12 eligible returns per year worldwide.
Can I exchange an item?
Please contact us if you wish to exchange an item. We will request payment or provide a partial refund for any difference in cost either way between the items exchanged. Return postage is not included.
What do I do if my order arrived damaged?
Please reach out to us and we will arrange an exchange or full refund after reviewing your case.
Product & Stock
Where are you located? Our HQ is based in Edinburgh, Scotland, although our products are stored across the UK via our fulfilment partners.
Business accounts
How long have you been in business?
Suswell was launched on the 26th of December 2021 although the parent company (Resusly Ltd) was launched in 2020.
Do you offer business accounts?
Please reach out to us if you’re interested in a wholesale order or partnering with us.
Other questions
How do I contact you if my question is not answered here?
Please reach out to us with your questions.
What is the advantage of paying with bank transfer?
Our payment processors typically charge around 1.5%-2.9% +20p fee on each local transaction as opposed to bank transfer faster payments, which is free. We pass 50% of every money saved by using bank transfer to checkout to you as a discount. Paying with bank transfer means you accept any charge by your bank to complete the transfer. Payment should be made in GBP.
International customers can also use bank transfer payment.
We advise customers to use bank transfers for high-value orders (over £300).
If you accept bank transfer, how long do customers have to make the payment before their order is cancelled and items returned to stock?
You will typically have up to 2 working days to send proof of payment to complete your order (we will only ship our order once we receive your transfer).
How do I check out with bank transfer?
Simply fill our manual order request form and we will get back to you within 24 hours with a quote and further instructions to complete your order.