FAQ

Frequently Asked Questions (FAQ) – Michael & Susan

Ordering

What size should I order?

We provide a detailed size chart on each product page to help you find the best fit.

If you’re unsure or need extra advice, our customer support team is happy to help with personalised sizing recommendations.

How do I place an order?

Placing an order is quick and secure:

  1. Browse our collections and select the items you love

  2. Click Add to cart

  3. Review your cart and check sizes, colours, and quantities

  4. Proceed to Checkout

  5. Enter your shipping and contact details

  6. Choose your preferred payment method

  7. Review your order and click Place Order

Once your order is placed, you’ll receive a confirmation email with all details.

What payment methods do you accept?

We accept the following secure payment methods:

  • Credit & Debit Cards

  • PayPal

  • Apple Pay

  • Google Pay

  • Shop Pay

Why haven’t I received an order confirmation?

Order confirmation emails are sent automatically after checkout.

If you don’t see it:

  • Check your spam or junk folder

  • Make sure your email address was entered correctly

If you still haven’t received it, contact us at info@michael-susan.com with your full name and order details, and we’ll resend it.

Can I cancel my order?

You may request a cancellation within 12 hours of placing your order.

Please note that orders are processed quickly, and cancellation is not guaranteed once processing has begun.
If your order has already shipped, you’ll need to wait for delivery and follow our return process.

Can I modify my order?

If your order has not yet been processed, changes may still be possible.
Please contact us as soon as possible, and we’ll do our best to assist.

How do I use a gift card or discount code?

At checkout, enter your gift card or discount code in the designated field and click Apply.
The total will update automatically before you complete your purchase.

If you experience any issues, our support team is happy to help.

Will I be charged taxes?

Applicable taxes are calculated at checkout based on your shipping address and local regulations.

Delivery

What is the delivery time?

Standard delivery usually takes 8–12 business days after dispatch.

What are the shipping costs?

Shipping is always free, with no minimum order required.

Return shipping fees may apply for returns or exchanges.

How can I track my order?

Once your order ships, you’ll receive a tracking number by email.
You can also track your order via the tracking page on our website.

My order says “delivered” but I haven’t received it. What should I do?

Please follow these steps:

  1. Check your delivery address and surroundings

  2. Look for a delivery note or safe-drop location

  3. Contact the carrier using your tracking number

If you still can’t locate your package, contact us at info@michael-susan.com and we’ll assist further.

Why hasn’t my tracking updated?

Tracking updates may take 3–5 business days to appear.
If there’s still no update after that time, please contact us and we’ll investigate.

I entered the wrong delivery address. Can it be corrected?

If you notice the error shortly after ordering, contact us immediately.

If the order has already shipped, you may need to contact the carrier directly. Address changes are not guaranteed once an order is in transit.

My package was delivered to a pickup point. What should I do?

Check your tracking details for the pickup location and collect your package within the specified timeframe.

Unclaimed packages may be returned to us and may not be eligible for a full refund.

My package was returned to the sender. What now?

Please contact us at info@michael-susan.com so we can resolve the situation as quickly as possible.

Returns

What is the return period?

You may request a return within 30 days of receiving your order.

How do I return my order?

To start a return, please contact us and include:

  • Your order number

  • Clear photos of the item (unworn, unwashed, tags attached)

  • The reason for return

Once approved, we’ll send you return instructions.

Are returns free?

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
Return costs vary depending on package weight and carrier rates.

When will I receive my refund?

Refunds are issued to the original payment method and typically take up to 5 business days after processing.

What is the return processing time?

Once your return is received, it is usually processed within 5 business days.
You’ll be notified by email once your refund is complete.

Can I return an item after the return period?

Unfortunately, we cannot accept returns submitted after the 30-day return window.

Exchanges

Can I exchange an item?

Yes, exchanges are available within 30 days of delivery, subject to stock availability.

Return shipping costs apply unless the exchange is due to an error on our part.

Damaged or Incorrect Orders

What if my item arrives damaged or defective?

Please email info@michael-susan.com with:

  • Your order number

  • Clear photos of the issue

Once reviewed, we’ll arrange a free replacement.

What if I received the wrong or missing item?

Contact us with your order number and photos if applicable.
We’ll correct the issue and send the missing or correct item at no extra cost.

Still need help?

Our customer care team is happy to assist.

📧 Email: info@michael-susan.com
🕒 Support Hours:
Mon–Fri: 8:00 AM – 7:00 PM (EST)
Sat–Sun: 9:00 AM – 5:00 PM (EST)