Delivery Policy

Important information

• Order cut-off time: 10:00pm (UK time)
• Order processing time: 1–3 working days, Monday–Saturday
• Standard delivery time: 5–7 working days, Monday–Friday
• Estimated total delivery time: 6–10 working days
• Free delivery: free delivery is available on all orders within the United Kingdom.

We currently deliver within the United Kingdom only. Orders are delivered through trusted courier partners.

Delivery process Once your order has been placed, you will receive an order confirmation email. Orders are usually processed within 1–3 working days, Monday through Saturday.

After your order has been dispatched, you will receive a dispatch confirmation email with tracking details so you can monitor your delivery.

For standard items, the estimated delivery time is approximately 5–7 working days, Monday through Friday. The estimated total delivery time is usually 6–10 working days, depending on processing time and carrier availability.

For selected custom-made style or print-style items, please allow an additional 4–5 working days for production before your order is dispatched.

Possible delays While we aim to deliver all orders within the estimated timeframe, delays may occasionally occur due to factors outside our control, including carrier delays, high order volume, weather conditions, bank holidays, or operational disruptions.

If your parcel has not arrived within the estimated delivery window, please allow an additional 3 working days, Monday through Friday. If your order still has not arrived after this period, please contact us at info@susanandsarah.co.uk so we can investigate further. If your order is confirmed lost in transit, we will offer you a free replacement or a full refund.

Cancellations If you need to cancel your order, please contact us at info@susanandsarah.co.uk as soon as possible.

Orders may only be cancelled within 24 hours after the order has been placed. After this 24-hour cancellation window has passed, the right to cancel the order expires, as processing and/or production may already have started.

Damaged or incorrect items If your order arrives damaged or does not match what you ordered, please email us at info@susanandsarah.co.uk immediately and include clear photos of the issue, the packaging, and your order number.

Once verified, we will offer you a free replacement or a full refund, and Susan & Sarah will cover any associated return postage costs. For full details, please see our Return Policy.

Contact For any questions regarding your order or delivery, please contact us at: Email: info@susanandsarah.co.uk Customer Service Hours: Monday – Friday: 9:00am – 5:00pm (UK time) Saturday & Sunday: 10:00am – 3:00pm (UK time)

Susan & Sarah, BJ Ecommerce