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 estimates.
* Our trash rack has to be shipped in a large parcel.
** Price for extra large parcels above 5 kg.
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 your parcel size and destination. 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 made a mistake during the check-out process, please make sure you contact us as soon as possible, 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 from the track & trace link you received in your email. If you need help with this, please contact the shipping company.
If PIKE delivers your parcel, you can change your address in the app on your phone.
Where can I track my parcel?
Every parcel we send out has a tracking number and 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!
My parcel is lost
For The Netherlands, please contact us directly if you haven't received your parcel within 10 days.
If your order should have been delivered by PIKE, please contact them directly.
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 one of 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 on our webshop are in stock at our stores. If you can't select the pick-up in store option in the check-out, we don't have the selected items in stock in our store.
Picking up 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 on 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, it is possible to return the item(s) within 14 days after the purchase or delivery of your order. We expect the item(s) to be unused and in its original condition and packaging.
Items on sale are final sales and may not be returned.
Download the returns form here and enclose it in your package. Please note that the costs of returning any item to us are at your expense and that the item is your responsibility until it reaches us.
We recommend that you send the parcel using a delivery service that provides insurance and ensure you get a tracking number for your shipment.
Products bought at one of our retailers need to be returned to the store of purchase.
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 paid back into your account. Please allow 2-3 business days for the transaction to appear on your bank account.
The same applies to any item you received 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 paid back into your account. Please allow 2-3 business days for the transaction to appear on your bank account.
Can I retun a gift?
The same applies to any item you received as a gift; you'll need the original receipt or order confirmation.
I received the wrong item
If you've received incorrect items in your shipment, please contact us as soon as possible.
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 by calling us as soon as possible.
Ideal
If you are looking to pay with IDeal, press Check Out → (white/pink button) in your cart.
It's possible to pay with IDeal. If you cannot pay with IDeal, you've likely accidentally chosen the wrong payment method.
Leave the check out and return to your cart or any other page on our website. Select 'my cart' or the shopping cart icon.
In the foldout menu, you find three or four options for check out:
- Check Out → (white/pink button)
- Shop Pay (blue/purple button)
- Paypal (yellow button)
- If you are checking out on your phone, you will also get the option to pay with Apple Pay (black button)
Click on Check Out → (it's the white and pink button). This option will allow you to choose from several payment methods, among which you can find IDeal.
Fill out all your information, and choose 'pick-up' or 'shipping'. In the next step, you can select any payment method.
Still no Ideal? Try another browser to pay as a 'guest' instead of creating an account.
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. An invoice is not included in your confirmation email; we can send you one separately.
Discounts
In general, we avoid as many discount and sales focussed campaigns as possible. Offering many discounts doesn't feel in tune with the underlying vision of our brand: to live consciously, love what you own, and look after your surroundings. Repair instead of replacing.
We do offer a 10% discount on your next order if you subscribe to our newsletter. Look at it as a small gift!
This discount can only be used once and will be sent to you in an email. You'll have to enter the code manually at check-out.
Discounts can't be used on collaborations or special collections.
Gift cards
We sell two different kinds of gift cards. You have to decide whether you want 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 can be used at the check out of 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.
Collections
New collections
We launch about four collections a year. Our yearly collection is usually presented in February. This collection features all of our products, will be restocked a few times and is available throughout the year.
Alongside the main 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 always be restocked: Forever! & 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.