Shipping & Returns

Use of this website and our services signifies your agreement to the shipping and returns policy below.

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Shipping & Returns Policy

General Shipping Information.

Orders to other E.U. (European Union) countries will be dealt with on a case-by-case basis. We will be as fair as possible - most orders can be processed.

We use the national postal service (Royal Mail) for deliveries as well as courier services. Where we use a courier service, a signature will be required for proof of delivery ("signed for").

Orders exceeding £50 will be sent via Signed For/Tracking service to ensure secure delivery of the order.

We will dispatch your order within 1-3 working days of receipt of your completed order.

Delivery times will normally be within 5 working days for delivery to UK and within 8 working days for all other E.U. countries. (Within the UK, orders are usually delivered next-day after dispatch).

In the unlikely event that the item you ordered is not in stock, we will contact you and let you know the expected delivery date. If you decide not to persist with your order, we will cancel it and issue a full refund.

International Shipping.

All packages are shipped from our U.K distribution centre and are considered international shipments. Our prices do not include government/external taxes nor tariffs. You may be subject to customs fees and/or import duties and taxes, which are levied once a shipment reaches your country.

Additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office or tax authority for information specific to your situation. In order to continue to keep our prices as nominal as possible, if your package is returned to us because of address error, or because you refuse the package, you will be responsible for our shipping cost for the return and reshipment of the package. If the return package cost exceeds the cost of the goods ordered, we will instruct the shipping company to abandon the package, but you will remain responsible for payment.

It is your responsibility to check with your Customs Office to see if the country of intended delivery permits receipt of shipment of our products. If any Customs or other governmental authority stops the package because items ordered are not allowed in the country of intended delivery, we will abandon the package and you will remain responsible for payment. Additionally, you are considered the importer of record for all shipments from us, and must comply with all laws and regulations of the country of destination and all laws and regulations the United Kingdom imposed on exports to that country.

Any fees, fines, or other costs charged to us due to non-compliance with laws and regulations of the country of destination will be charged to you, the importer. If an item is returned to us due to non-compliance issues with the country of destination’s laws and regulations, we will refund the purchase price of the merchandise less any charges we incurred in connection with the shipment, such as quarantine fees, exam fees, demurrage charges, or warehousing fees assessed in the destination country or in the United Kingdom upon return of the goods, and less the shipping costs and a 40% of job handling costs to return the package to us.

Please note that UK laws and regulations may restrict or prohibit your return of certain products to the United Kingdom, in which case a refund will not be issued.

Returns Policy.

We understand that from time to time, a prescription may not reach you in the condition you had expected it.

If for some reason you wish to return the prescription, please contact us stating the reason for return.

We will issue a replacement prescription or a full refund for the wrong item being dispatched by us (once we receive the returned prescription). We will take postage and packaging charges into account. Returns for any other reason will receive a refund (once we receive the returned prescription). The cost of postage and packing in this instance must be borne by the customer.

All returns must be sent within 7 working days of placing your order (and we may ask for proof of this should we not receive them in time). Items must be unused and unopened. The original packaging and labelling must still be attached. These conditions do not affect your statutory rights as a consumer.

If a refund is deemed necessary, we can only refund the debit/credit card which was used originally for purchase.

Email: customercare@suuslondon.com

Last updated: 28/05/2016

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