RETURNS AND EXCHANGES

RETURN POLICY

We offer a 30-day return policy for online orders. Suzy products can be returned by mail to our warehouse or in-store at any Suzy store location (excluding outlets). Le Chateau products can’t be returned in-store and can only be returned by mail to our warehouse. Items in our SALE section are final sale and can not be returned or exchanged online or in-store.

Please note: This policy is for online orders only. Returns for purchases made in-store must be processed in-store.

WHAT CAN BE RETURNED OR EXCHANGED?

The following Eligibility Requirements must be met in order for an item to qualify for a refund or exchange:
• Return requests must be made within 30 days from the order date as indicated on the original invoice.
• Returns must be accompanied by the original invoice.
• The product must be in the same condition as when you received it.
• Merchandise must be in its original packaging, unused, unwashed, with all merchandise tickets attached.
• Merchandise in our “SALE” section is FINAL SALE and are not eligible for exchanges or refunds, in-store or online.
• All gift cards, bodysuits, panties, shapewear and face masks are FINAL SALE. No refunds or exchanges allowed.
• If the item received was damaged, it can be replaced for the same item, if available, by contacting customerservice@suzyshier.ca or customerservice@lechateau.com

HOW DO I MAKE A RETURN?

RETURNING / EXCHANGING IN-STORE

Online orders for Suzy products can be returned or exchanged at any Suzy store location* (excluding outlet stores). Your item must meet all eligibility requirements.
Please bring your items in original condition with your order invoice. All invoices are printed and shipped with your package. Once the return is accepted, you can either exchange the item or return it for a refund which will be processed to your original method of payment. Please note that our stores cannot credit your PayPal or Paybright account and the refund amount will be issued as a store credit. To have your original method of payment refunded, you must send your return by mail to our warehouse.

*Le Chateau products can not be returned or exchanged in-store.

RETURNS BY MAIL:

A return shipping fee of $5 per returned order applies and will be deducted from your reimbursement. Your returned items must meet all eligibility criteria in order to be refunded. If you return an item that does not meet the eligibility requirements, it will not be sent back to you and you will not be reimbursed.

1. Access the online return centre and enter your email address to initiate a return.
2. Select the item(s) you wish to return, choose a reason for the return from the drop-down list and click submit. If a product is final sale, you will get a message that the item is not returnable.
3. Once completed, you will receive an email confirmation. Click through the DOWNLOAD SHIPPING LABEL link to download and print your return shipping label.
4. Include the invoice in your return package and affix the shipping label to the outside of your package.
5. Drop off the package (with shipping label affixed) at a Canada Post location near you.
   
   Notes:

• Suzy Items from an online order can’t be exchanged by mail. They can only be exchanged by taking the item(s) to one of our Suzy stores. For Le Chateau products, we do not currently offer exchanges. Please reach out to directly to customerservice@lechateau.com for more information.
• The online return centre and prepaid shipping labels cannot be used for returns from Nunavut, Yukon, the Northwest Territories or the United States. In these areas, the customer must arrange for their own parcel return and pay applicable shipping costs. Please contact customer service at customerservice@suzyshier.ca or customerservice@lechateau.com for more information.

HOW WILL I BE REFUNDED?

• Refunds will be issued within 10 business days after we have received the returned items and confirmed that they meet the eligibility requirements.
• Refunds will be credited back to the original method of payment. For orders paid by PayPal or Paybright, if you use our return by mail option, your PayPal or Paybright account will be credited. Please note our stores cannot credit your Paypal or Paybright account for any purchases made online and returned in-store. The refund amount will be issued as a store credit. If Paybright was used as a method of payment, you must still continue repaying your instalment plan in full.
• Gift cards can not be refunded or redeemed for cash.
• Shipping charges are non-refundable.
• Customer is responsible for shipping fees incurred in the return process.

All refunds are subject to approval and must meet the requirements outlined in our return policy. We reserve the right to deny a refund if it does not meet the eligibility requirements outlined above.

STILL NEED HELP?

Our Customer Support Team is here to assist you with anything you need! Reach out to us by email at customerservice@suzyshier.ca or customerservice@lechateau.com