Refund policy

Exchange Policy

At Suzai, we want you to love every piece you receive. If something isn't right, we're here to help. Please read this policy carefully before requesting an exchange.

1. Exchange Window

Exchange requests must be made within 7 days of delivery. Requests received after 7 days cannot be accepted.

2. When Can You Request an Exchange?

An exchange is available only in the following cases:

  • Size issue: the dress does not fit and you need a different size.
  • Product fault: the dress has a defect, such as a stitching fault or damaged fabric.

Exchanges are not offered for change of mind. We do not offer cash refunds.

3. Conditions for Exchange

Your exchange will only be accepted if the dress is returned exactly as it was delivered to you:

  • The dress must be unworn, unwashed and unaltered.
  • All cards and tags must remain attached. Please do not remove them.
  • No accessory attached to the dress may be removed.
  • Nothing should be taken out of the parcel, including the Thank You card. Please repack everything in the original packaging, exactly as you received it.

Items that do not meet these conditions will not be accepted for exchange.

4. How to Request an Exchange

To request an exchange, please contact our WhatsApp chat support (tap the WhatsApp button on our website) and share:

  • Your order number and name
  • The reason for exchange (size issue or product fault)
  • The size you need
  • Clear photos or a video of the fault, if the dress has one

5. How the Exchange Works

  1. Confirmation: Our team checks your request and confirms that it is eligible.
  2. Replacement order: We place a replacement order for you in the size you need.
  3. Return of the previous dress: When the rider arrives, he will first collect your previous dress. Please keep it packed and ready, exactly as it was delivered to you.
  4. New dress delivered: The rider then hands over your new dress with zero amount to pay.

Questions?

Our WhatsApp chat support team is always happy to help. Message us anytime and we'll guide you through every step.