Frequently Asked Questions
If you can't find what you are looking for, please don't hesitate to contact our support team!
Shipping
Shipping costs & time
Shipping times are always estimates.
| Mailbox | Parcel | Large Parcel* | Shipping time | |
| Netherlands | €4,40 | €6,95 | €9,50 | 1-3 days |
| Belgium | €4,40 | €6,95 | €9,50 | 5-6 days |
| UK and Switzerland | €4,40 | €6,95 | €9,50 | 6-9 days |
| Rest of Europe | €4,40 | €6,95 | €9,50 | 6-9 days |
| Spain | €4,40 | €6,95 | €9,50 | 10-14 days |
| Italy | €4,40 | €6,95 | €9,50 | 2-3 weeks |
| Australia & New Zealand | €10 | €20 | €30 | 3-6 weeks |
| Rest of the world | €10 | €20 | €30 | 3-6 weeks |
* Our trash rack has to be shipped in a large parcel.
When will my order ship?
We ship to all countries worldwide!
All orders placed on weekdays before 2 pm CET will be shipped on the same day. Please note that we do not ship on Saturdays, Sundays or holidays.
Your order will be handled by our transport partner QLS and shipped by DHL, Fedex, or PostNL, depending on the size and destination of your parcel. Tracking information will be sent to the provided email address.
Customs may charge additional duties and taxes.
International shipments are subject to duties and fees that vary by country and are based on the value of your order. The amount calculated depends on the destination country's tax and valuation method.
How can I change my address?
If you’ve made a mistake during check-out, please contact us immediately, preferably by phone.
We will do our best to amend the address information; however, if the parcel has already left our warehouse, there is nothing we can do.
You can also change your address to a pick-up point using the track & trace link you received in your email. If you need help with this, please contact the shipping company.
Where can I track my parcel?
Every parcel we send out has a tracking number, which will be sent to you via a separate email once your package has been checked in by our transport partner QLS. Please allow at least 12 hours for the tracking information to update before reviewing your shipment status.
If you haven't received an email, check your spam folder. Still nothing? Contact us!
Error at check-out
All shipments are sent from the warehouse at our Store & Office location.
We currently have two stores in Rotterdam: our Store & Office and our Flagship store.
If you see a message at check-out saying your item of choice can only be picked up from our Flagship store, the item is only available at our Flagship store.
My parcel is lost
For The Netherlands, please contact us directly if you haven't received your parcel within 10 days.
For all other countries, the easiest and fastest way to receive information is by going directly to our transport partner QLS or our shipping partners, DHL and Deutsche Post. You can find their contact information on the tracking website.
If they are unable to clarify the problem, contact us. We're happy to help!
Pick up in our stores
Pick-up in our Rotterdam stores, a sustainable and quick alternative to shipping! When purchased online, you will receive an email when your item is ready to be collected, usually after 4 hours.
Please note that not all items in our webshop are in stock at our stores. If you can't select the pick-up in-store option at the check-out, we don't have the selected items in stock in our store.
Collecting your order is your responsibility. After 4 months, your rights for the ordered item will expire. We will put the item(s) back in our stock. You will receive a digital gift code for the amount you spent in our webshop via the email address provided when you placed your order. This code will expire after 3 months. We can't refund any amount after our usual return period (14 days).
We look forward to seeing you in one of our stores!
Returns
How to return an order or item
If you change your mind, you can return your item(s) within 14 days after the purchase or delivery of your online order. Here are a few essential details to keep in mind:
- Online returns: If you’re shipping your item back to us, you can request a return here. See more details in the next tab.
- In-store returns: When returning items to one of our stores, ensure you have your order number.
- Condition and packaging: We kindly request that the item(s) be unused and returned in its original condition and packaging with all labels attached.
- Shipping costs: You are responsible for the shipping costs for returning any item to us and the item itself until it reaches us.
- Products bought from one of our retailers can only be returned to the store where you purchased them.
- For non-EU returns: to avoid customs charges, please add to your shipping label that it concerns ‘return of previously bought item’.
Once we receive your return, please allow 6-8 business days for processing. You can expect the transaction to appear in your bank account within 2-3 business days.
How to submit a return request
Note: a return request is only needed when returning your order by mail.
- Enter your email address here and click ‘Continue.’
- Once you've received the six-digit verification code in your email, copy and paste it onto the designated page for completion.
- First, select the order, then select the item(s) you wish to return.
- Choose a return reason and add a note (optional).
- Click ‘Request Return.’
That’s it! You’ll receive further instructions via email once your return request is approved.
Exchange an order or item
If you would like to exchange an item via mail, please return the item, following the instructions above and place a new order.
Alternatively, you can return ánd exchange items bought online in our stores. We only need your order confirmation and order number. Refunds will immediately be deposited into your account. Please allow 2-3 business days for the transaction to appear in your bank account.
The same applies to any item you receive as a gift; you'll need the original receipt or order confirmation.
Products bought at one of our retailers must be returned to the store of purchase.
How long does it take to process a return?
Once your returned item has arrived, we'll need 6-8 business days to process it. Please allow an additional 2-3 business days for the transaction to appear on the account used to place the initial order. The bank transfer will be under the name of SUSAN BIJL.
Can I return my order in a store?
You can return ánd exchange items bought online in our stores. We only need your order confirmation and order number. Refunds will immediately be deposited into your account. Please allow 2-3 business days for the transaction to appear in your bank account.
Can I return a gift?
The same applies to any item you receive as a gift; you'll need the original receipt or order confirmation.
I've received the wrong item
Please contact us immediately if you've received incorrect items in your shipment.
Orders
Payment methods
Shopify Payments accepts the following payment methods:
IDEAL, VISA, Mastercard, Paypal, American Express, Maestro, Bancontact, Shop Pay, Apple Pay, Google Pay.
Shopify Payments safely processes all our payments except PayPal.
All our prices are in Euros, including VAT but excluding the costs for shipping and handling. Because of this, even though we strive to display the correct prices on our website, they may vary.
Once we receive your order, we will start working on it right away. We are unable to make changes to orders that have already been placed. There's a minimal chance that we can cancel your order before shipping. The best way to do this is to call us immediately.
Can I get an invoice?
Your order confirmation with all details will be sent to you by email.
If you want to request an invoice, please contact us. Your confirmation email does not include an invoice; we can send you one separately.
Discounts
We generally avoid as many discount and sales-focused campaigns as possible. Offering many discounts doesn't align with our brand's underlying vision: to live consciously, love what you own, and look after your surroundings. Repair instead of replacing.
However, when you subscribe to our newsletter, you receive a 10% discount code, which you can use on your next order. Consider it a small gift!
This discount can only be used once. You will receive the code by email, but you must enter the code manually at checkout.
Discounts can't be used on collaborations or special collections.
Gift cards
We sell two different kinds of gift cards. You can decide whether to give a CODE to use in our webshop or a CARD to use in one of our Rotterdam stores.
If you order a Digital Gift Code, you will receive a unique code in your email that you can use at checkout in our webshop.
If you order a Physical Gift Card, you will receive a gift-wrapped paper card that we will send to your home or the home of the recipient. You can use this card in the SUSAN BIJL stores in Rotterdam.
Shop our gift cards here.
Care & Repair
Can SUSAN BIJL items be washed?
Considering care for the planet, it's best to minimise washing. In our case, our products have a coating that fades with each laundry cycle. We therefore recommend washing only when necessary! Please read our in-depth washing instructions here.
Can SUSAN BIJL items be ironed?
Only the exterior of our products can be ironed using the nylon/synthetics setting (1 dot max!).
I have a really bad stain on my bag, what do you advise?
We recommend Biotex or 'Schoonmaakzeep' by Werfzeep. The soap bar can be used directly on the stain. Neither is a guarantee, but in our experience, worth a try. Please read our in-depth washing instructions here.
There’s a small tear in my shopping bag, can you repair this?
Small holes in our 70D fabric are typically inconsequential thanks to the ripstop technology, which prevents further tearing. While mostly harmless, small holes can be fixed for free in one of our stores. Additionally, for our 70D products, you can get a Care & Repair kit to fix it yourself. Further, all our paid repair services are listed here.
Do you repair everything?
Our goal is to repair everything we can, but each repair is different, and there are some things we cannot fix at all. Before sending us your repair, please review our current list of repairs.
How much does it cost to have an item repaired by you?
As of June 2024, we charge a small fee for our repair service. Find more information here.
Ensure your item is washed before sending it to our Care & Repair Service.
How long does it take to have an item repaired?
It takes us a few weeks to repair your bag. You will receive an email when it is ready for pick-up or to be returned by mail.
Collections
New collections
We launch about four collections a year. Our yearly collection is usually presented in February. This collection features all our products, will be restocked a few times, and will be available throughout the year.
Alongside the primary collection, we create various limited collections; collaborations with artists or designers. These collections are limited to one production.
Sign up for our newsletter to be the first to know when a new collection is coming!
Continued collections
We have two continued collections that will constantly be restocked: Forever! and Black & Black.
Forever! contains classic colours that never go out of season.
Black & Black represents the success of our least colourful combination. After its debut in 2016, we tried to ignore the monochrome success for a few years but finally caved and made it part of our permanent collection in 2020. To this day, it surpasses the success of every colour combination we have ever made.
Reserving items
Reserving items for new collections is not possible.