FAQ

We’re here to assist! Please check below before reaching out to us — your answer might already be available here.

Where’s my order confirmation email?

If you haven’t received your confirmation email, check your Spam, Promotions, or Junk folder — it’s often hiding there!

Still can’t find it after 24 hours? No worries — just email us at support@bysusanaustralia.com and we’ll gladly assist you. 💌

How long does shipping take?

At By Susan Australia, we take 1–3 business days to process and prepare your order.

Once processed, delivery typically takes 5–10 business days, depending on your location.

Estimated Delivery Time

Delivery timeframes are estimates only. Delays caused by carriers or other unforeseen circumstances are outside our control.

How do I track my order?

As soon as your order ships, you’ll receive a tracking number via email.

If tracking hasn’t updated yet, it’s likely still in transit — tracking systems can sometimes take a little time to refresh.

Why isn’t my tracking number updating?

Don’t worry — tracking information can sometimes take a few days to appear or update.

Your package is likely still moving through the courier’s system. Please allow a few extra days and check again.

Can I change or cancel my order?

If you need to make changes or cancel your order, please contact us within 24 hours of placing it.

After this time, your order may already be in processing or shipping and we may no longer be able to make changes.

I ordered the wrong item. What should I do?

If your order has not shipped yet, email us immediately at support@bysusanaustralia.com. 

If your order has already shipped, don’t worry — we can guide you through a return or exchange once you receive your product.

How do I return or exchange an item?

We accept returns within 30 days of purchase, as long as it's unused and in its original packaging.

Please refer to our Return Policy for full details before starting a return or exchange.

Still have a question?

Reach out to us anytime at support@bysusanaustralia.com or visit the Contact Us page on bysusanaustralia.com.

We’re always happy to help!

This website is operated by:

Hong Kong International E-Commerce Co. Limited
Brand Name: By Susan Australia
Company No. 76925878

Unit 1406C 14/F Blk B Texaco Rd Ind Ctr No 14-22 Wang Lung St Tsuen Wan, 0000, Hong Kong

E-mail: support@bysusanaustralia.com
Phone: +61489996716

Customer Service Hours: Monday to Saturday: 9:00 AM to 6:00 PM AEST

The brand Susan Australia is a trading name used for our online store.