SUPPORT

Shipping Rates & Time

  Netherlands Belgium Germany Rest of Europe Rest of the world
Mailbox €3,82 €6,50 €7,05 €9,40 €12,31
Parcel €6,85 €6,50 €8,85 €16,50 €28,90
Shipping time 1 – 3 days 1 – 3 days 5 – 6 days 6 – 9 days 10 – 14 days

Read more about shipping here.

How can I return my order?

If you change your mind or are dissatisfied with the purchased bags, it is possible to return the item(s) you ordered within 14 days following the delivery of your order. Please note that all sale items are final sales and may not be returned.

Simply download the returns form and enclose it in your package.

Send your package to:
SUSAN BIJL ATT. RETURNS
Mauritsweg 45a
3012 JV Rotterdam
The Netherlands

We expect the returned item(s) to be unused and in its original condition and packaging.
The item is your responsibility until it reaches us and the costs of returning the item to us are at your expense. We recommend that you send the parcel using a delivery service that insures you for the value of the goods. Make sure you get a tracking number for your shipment.

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 your bank account.

Read more about returns here.

Do you have the same products in the Rotterdam store as online?

Yes! If you see an item online that you like, you can stop by the store to see it in real life and try it on. If you saw an item in our store, but cannot find it online, it will most likely be sold out. You can send an email to [email protected] if you would like to know if it will come back. 

Can I put an item on hold in the Rotterdam store?

If you want to make sure the colour combination you'd like won't be gone before you can visit us, you can place an order online and choose for 'pick up in store'. This way, you pay the same price as in our store, and the item will be put away, especially for you. If you change your mind in our store, we can immediately arrange a return or exchange.

What is the Care & Repair service?

We want you to enjoy our products as long as possible, so you don't just need to buy more of them. That's why we offer a free repair service! Read more about our Care & Repair here.

PRODUCTS

Do you have gift cards?

Yes! Gift cards are for sale in our store in Rotterdam. Please note that you can also only use the gift card in our store, not on our webshop!
If you would like to send someone a gift card through the mail, please contact us at [email protected]

Is my bag waterproof?

Waterproof: The New Bum Bag & The New Backpack
We made these bags so that you can wear then in the rain. Still, be careful when you find yourself in a heavy storm.

Water-resistant: The New Shopping Bag, The New Pouch, The New Foldable Backpack & The New Protectable.
These products can stand a little water, but be careful when it rains.

SHOPPING BAG

What size Shopping Bag should I get?
The New Shopping Bag comes in three sizes: small, medium and large. If you like to carry your bag on your shoulder, you should definitely get a large size. The large is perfect for doing groceries, a few days out of town or for going to the beach. The medium size is used for smaller shopping, a bag that you always carry with you in case you need it. The medium size doesn't fit over your shoulder.
Small is a different kind of size. Originally designed for the Japanese market, it is mostly used as a bag to pack your lunch in. But we also love to use it as a cute handbag!

Small: 18 x 39 x 14.5 cm / 7 x 15.5 x 5.5 inches
Medium: 27 x 55 x 18 cm / 10.6 x 21.6 x 7.1 inches
Large: 37.5 × 69 × 34 cm / 14.6 × 27.2 × 13.4 inches

If you still can't decide, watch this video.

How much weight can my bag hold?
All shopping bags are made to hold up over 20 kg.

POUCH

Does the pouch come with a strap?
No, The New Strap (link) is a separate product. We sell these products separate because you can also use The New Pouch as an organizer or etui.

How do I find a matching strap with my pouch?
If you want your strap to be the same colour as your pouch, you need to look at the name of the colours. I.e. if you pick the pouch in Powder & Greenscreen, look for the strap in either Powder or Greenscreen.
We do recommend spicing it up and encourage you to pick a completely different colour for your strap. Do you know what looks good with blue and red? A lilac strap! Or a red strap on a black pouch! We! Love! Colour!

BUM BAG

Can I buy a separate strap for my Bum Bag?
We do not sell these straps individually.

How do I use the velcro straps that come with the Bum Bag?
The velcro straps are for attaching The New Bum Bag to your bike, stroller or anything you find handy.

RAINCOAT

How waterproof is The New Raincoat?
Our raincoat is 15K rainproof and waterproof. This means it's perfect for normal to light heavy rain. It may leak in heavy conditions, aka an hour-long bike ride in the storm! We chose this level of waterproof coating, so the fabric stays flexible, light and comfortable to wear. With this coating, the raincoat is also still foldable into the pouch.

What are the sizes?
Our raincoat is big and oversized because we love this fit, and because it keeps you extra dry!
We currently only sell a large size, which fits almost everyone. We do recommend it best if you are 1,70m or taller. The length from shoulder to seam is 1,30m.

BACKPACKS

What size laptop fits in your backpacks?
The New Backpack has a separate, neoprene padded pocket for a 13-inch laptop. It might fit a slim 15-inch laptop.
The New Foldable Backpack is less suitable for carrying a laptop since it doesn't have a protected pocket. However, the large size can hold a 15-inch laptop. The small size is not big enough to hold a laptop.

NEW COLOURS & COLLECTIONS

When is the new collection coming?

We make about four collections every year. We always do a year collection in February. This collection features all of our products, and these colours are available throughout the year. We restock a few times, but after one year we stop producing this collection.

We also make a few special collections, like collaborations with artists or designers. These collections are always limited to one production.

Sign up for our newsletter to be the first to know when a new collection is coming!

Can I reserve items from a coming collection?

We can't reserve items in any situation.

When will you have new stock?

Our year collection will be restocked a few times within the year. Special collections are limited to one production.

We have one collection that will always be back in stock: Forever! This collection is made up of classic colours that never go out of season.

Sign up for our newsletter to be the first to know when we get a restock of existing colours!

SHIPPING

How is my order delivered?

Your order will be handled by our transport partner QLS and shipped by DHL. Tracking information will be sent to the provided email address.

If you live in Rotterdam, please consider the environment and choose for a pick up in our Rotterdam store!

What is “pick up in store’’?

As a sustainable and quick alternative to shipping, we offer the option to pick up your order in our store! Every web order is placed at our store in Rotterdam, and so it is possible to come and get your order only 15 minutes later.

Do you ship internationally?

Yes! We ship to all countries worldwide. Customs may charge additional duties and taxes.

How much does shipping cost?

We offer FREE worldwide shipping on orders over €150!
The size of your package determines the shipping costs.

NL
Mailbox: €3,82
Parcel: €6,85

Belgium
Mailbox: €6,50
Parcel: €6,50

Germany
Mailbox: €7,05
Parcel: €8,85

Rest of Europe
Mailbox: €9,40
Parcel: €16,50

Rest of the word
Mailbox: €12,31
Parcel: €28,90

Shipping Time

All orders placed on weekdays before 3 pm CET will be shipped on the same day. Please note we do not ship on Saturdays, Sundays or holidays. In the week after the launch of a new collection, orders can ship with a delay of 2-3 workdays. 

Indication for the transit time of packages and mailbox mail:
Netherlands & Belgium: 1 - 3 days
Germany: 2 - 4 days
Rest of Europe: 6 - 9 days
Rest of the world: 10 - 14 days

How can I change my address?

Oops! If you made a mistake during the checkout process, please make sure you contact us as soon as possible. The fastest way to do this is by calling us: +31 (0) 10 751 07 79. Monday - Friday 10 am till 6 pm CET. We speak English and Dutch.
If you live in a different timezone, please email us at [email protected], subject: ‘address change’.

We may be able to change your information, but if the parcel has already left our warehouse, there is nothing we can do.
You can also change your address to a pickup point from the track & trace link you received in your mail. If you need help with this please contact the shipping company. 

How can I track my delivery? 

Every parcel we send out will receive a tracking number. Your tracking number 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? We can help you with that, just shoot an email to [email protected].

What do I do if my package is lost?

We are sorry to hear your package got lost in the mail! The easiest and fastest way to receive information is by going directly to our transport partner QLS, or our shipping partner DHL. Find their contact information on the tracking website.

If they are unable to clarify the problem, email us at [email protected]. We'll be happy to help you to resolve your issue!

Taxes & duties

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.

RETURNS

How can I return my order?

If you change your mind or are dissatisfied with the purchased bags, it is possible to return the item(s) you ordered within 14 days following the delivery of your order. Please note that all sale items are final sales and may not be returned.

Simply download the returns form and enclose it in your package.

Send your package to:
SUSAN BIJL TAV RETURNS
Mauritsweg 45a
3012 JV Rotterdam
The Netherlands

We expect the returned item(s) to be unused and in its original condition and packaging.
The item is your responsibility until it reaches us and the costs of returning the item to us are at your expense. We recommend that you send the parcel using a delivery service that insures you for the value of the goods. Make sure you get a tracking number for your shipment.

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 your bank account.

Can I exchange my order?

If you would like to exchange an item, please return the item you do not wish to keep and place a new order for the desired exchange item.

Can I return or exchange my order in one of your stores?

Yes! You can return ánd exchange items in our Rotterdam store. 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. Note that all sale items are final sales and may not be exchanged or returned.

Can I return a product purchased from a SUSAN BIJL retailer?

Products bought at one of our retailers need to be returned at the store of purchase.

I have an old and rare Shopping Bag that is still in its original packaging, can I exchange this for a new colour?

The same 14-day rule applies to every return and exchange. We keep archives of every single bag we make, so although it's cool to see a long-forgotten colour combination, we don't need it!

Can I exchange a gift?

To exchange an item you received as a gift you'll need the original receipt or order confirmation. Please send us an email at [email protected] with the order confirmation attached, or come by the store and we'll be happy to help you!

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 your bank account.

How do I get my refund?

We'll transfer the refund back into the account which was used to place the order. The bank transfer may be under the name of Stichting Derdengelden Buckaroo.

I received the wrong items. What should I do?

We're very sorry! But we'll make it right. If you received incorrect items in your shipment, please contact us as soon as possible. The fastest way to do this is by calling us: +31 (0) 10 751 07 79. Monday - Friday 10 am till 6 pm CET. We speak English and Dutch.
If you live in a different timezone, please email us at [email protected], subject: 'received wrong items'. Please provide your order number and a description of the incorrect item.

What happens if you don’t receive my return?

The item is your responsibility until it reaches us and the costs of returning the item to us are at your expense. We recommend that you send the parcel using a delivery service that insures you for the value of the goods. Make sure you get a tracking number for your shipment.

ORDER

How do I place an order?

Ordering through our online store is really easy. Browse the collection and place your favourite bags in the shopping cart. When you have selected all the items you want, click on the cart at the top right corner of the screen and continue to 'checkout'. Just follow the steps as they appear on the screen, and that's it; your order has been placed!

By ordering and purchasing items from our website, you agree with our general terms and conditions.

Can I change an order after I placed it?

Once we receive your order, we start working on it right away. We are unable to make changes on orders that have already been placed.

We may be able to cancel your order before shipping. The fastest way to do this is by calling us: +31 (0) 10 751 07 79. Monday - Friday 10 am till 6 pm CET. We speak English and Dutch.

Does the order come with a printed receipt?

You can find your receipt in your email. We try to limit our printing as much as possible!

What do I do if I have not received my order confirmation?

Our email can sometimes end up in your spam folder. If it's not there, send us an email at [email protected], and we will find out what went wrong. Please provide us with your full name and order number.

I received an order confirmation, but I didn't pay for it. How do I cancel this order?

There is no need to cancel an order if you didn't pay for it! We will cancel it for you. 

I have received a message that my order got cancelled. I still want it! What should I do?

Check the order number of the cancellation with the number on your order confirmation. If the numbers are not the same, then you can ignore the email. If they are the same, first check your bank account to see if your payment went through.

If the order numbers are the same, and you have proof of payment, please contact us at [email protected], and we will fix this problem asap for you!

I can't seem to place an order, what should I do?

Contact us, and we will help you fix this problem.
Call +31 (0) 10 751 07 79, Monday - Friday 10 am till 6 pm CET.
Or email at [email protected].

How do I get my product gift wrapped? 

Are you sending a gift? We've got you! Go to your cart, select 'gift wrap' and voila! You need to add a gift wrap for every item you want wrapped. Please explain in the 'comments' in the checkout what products we should pack. Here you can also leave a message for the recipient, and we will add a handwritten SUSAN BIJL card!
We never put the receipt in the parcel so that you can send your gifts directly.

PAYMENT

What payment methods do you accept?

We accept the following payment methods:
1. IDEAL
2. VISA
3. Mastercard
4. Paypal

Buckaroo Online Payment Services safely processes all our IDEAL, VISA and Mastercard payments.

All our prices are in Euros, including VAT but excluding the costs for shipping and handling. Though SUSAN BIJL strives to display the right prices on its website, errors may occur.

I have returned products, when and how do I get my refund?

Once your returned item has arrived, we'll need 6-8 business days to process it. We'll transfer the refund back into the account which was used to place the order. The bank transfer may be under the name of Stichting Derdengelden Buckaroo. Please allow an additional 2-3 business days for the transaction to appear on your bank account.

Why was my payment method declined?

Something must have gone wrong! Please contact us at [email protected].

Why are the prices on my receipt different than on the webshop?

Our receipts show all prices excluding VAT. The VAT is concluded at the end of the receipt.

Tax-Free Shopping

If you are a customer on SUSANBIJL.com from outside Europe, you will automatically shop tax-free!
We do not offer tax-free shopping in our Rotterdam store.

PRODUCT CARE

How do I take care of my SUSAN BIJL product?

We're taking our responsibility for the environment by making products that are high-quality, last long and can be repaired. We want you to enjoy our products as long as possible, so you don't just need to buy more of them.
To take good care of your SUSAN BIJL products, we recommend washing them once in a while. The fabric we use is super strong, and the ripstop prevents small cuts from ripping. A shopping bag can hold over 20 kg, so load it up as heavy as you can carry! Do mind that our products are not indestructible ;).

How do I wash my bag?

All of our products can be washed (separately) in the machine on 30 degrees. Do not tumble dry. The water-resistant coating and colour may fade if you wash your bags frequently.

Can I iron my bag?

Yes! Just use the 'nylon' setting when ironing, and your bag will look as good as new.

My bag is ripped, how do I fix it?

A small rip doesn't necessarily need to be fixed. All our products are made of ripstop nylon. Ripstop quite literally means to 'stop' a 'rip'. It prevents cuts from tearing! Small cuts are pretty harmless and common traces of use.
If you want, you can fix small rips easily by yourself with our ripstop nylon sticker kit. Send an email to [email protected] (attn care & repair kit) with good quality photos of the parts that need to be fixed. Please describe the size of the rip and the colour of the fabric, so we can find you a matching colour and send it to you.

Bigger cuts and rips along the seams can be fixed for free in our store. We want you to enjoy our products as long as possible, so you don't just need to buy more of them. Check out the Care & Repair below.

Care & Repair


If you have a SUSAN BIJL product that needs fixing, you can bring or send it to us. We repair the bags in our Rotterdam flagship store.
It takes us a few weeks to be able to repair your bag. You will receive an email when it is ready for pick-up.

We use some rules to guarantee the best service:
• We only accept washed bags.
• We only accept bags that haven't been fixed at home.
• We accept a maximum of 3 bags per person.

Drop your bag off at our flagship store or send it by mail to:
SUSAN BIJL attn. Care & Repair
Mauritsweg 45a
3012 JV Rotterdam
The Netherlands

Add a note with your: name, email, phone number, address and stamps for shipping back. Please describe the damage as well.

The SUSAN BIJL Care & Repair is free of service. Thus we maintain the right to refuse to repair bags in exceptional conditions. We can't fix everything.
We repair bags with love and aspire to give them back to you in mint condition. This means that we might have to use different colours. But don't worry, this will mean you have a one-of-a-kind SUSAN BIJL-bag ;).

Warranty

All products purchased through susanbijl.com and the SUSAN BIJL store have a two-month warranty for material and manufacturing defects.
After the two-month warranty limit, we're happy to take up your item in our Care & Repair program. We aim to repair most defects rather than replacing them with new products.

Material and manufacturing defects are rare, but if it happens, please stop by the store or send us an email at [email protected]. We always require a copy of your receipt or bank transfer to settle the warranty.

For international warranty claims: We’re happy to ship replacements for defective products, but we are unable to reimburse for additional duties and fees that may be charged by Customs as a result.

For warranty claims on products purchased outside of susanbijl.com or SUSAN BIJL stores: We’re always happy to answer questions related to our products, but we are unable to process any returns, credits, or replacements for products purchased at one of our retailers.

Please note that our warranty does not cover general user damage. These damages can easily be fixed through our Care & Repair program.

SUSTAINABILITY

We are very much focused on reducing our ecological footprint through the choices we make in food, lifestyle, and production chain. We want to use fewer products and take care of the things we have.

SUSAN BIJL sets high standards for the materials we use, and we only work with partners we trust.

Reusable Shopping Bag

The primary purpose of our shopping bag has always been to replace the plastic bags you get at stores and markets. This bag is our contribution to the fight against plastic waste. The bag's original design is based on the silhouette of a generic plastic bag. This simple form is improved by making the side creases deeper and thus adding volume.
We make our bags with a lot of care. They can hold up over 20 kg because we use double seams, extra stitches and bartacks. You only need one, and if you take care of it, you can use it for over 15 years!

Recycled Ripstop Nylon

Our products are crafted from 100% Bluesign®-certified, recycled, ripstop nylon. Not only is it strong and durable, but it can hold a great amount of weight! Recycled nylon is mostly made of fishing nets, but also of pre-consumer fabric waste and computer chips.
For our heavy fabric, which is used in The New Bum Bag and The New Backpack, we also use 100% recycled polyester.
All SUSAN BIJL products are GRS certified.

Bluesign®

Using fabric made under the Bluesign-certificate eliminates harmful substances from the manufacturing process. It sets and maintains standards for products that are both safe and environmentally-friendly.

Factory

We ethically produce all our products in China. China is a world leader in the area of sustainable innovation. We are in close contact with the production facility, so we have a good sight on the working environment and are sure that the workers work in safe and fair conditions.

Packaging 

We've recently switched to all paper packaging. Paper has much less of an ecological impact, as it is much easier to recycle. We also got rid of all small plastics that are found in hangtags and other attachments. We barely use packaging anyway, because we believe bags don't really need any!
We reuse all protective plastics and boxes that our fabric uses for their shipments.
When you order at susanbijl.com, you won't find unnecessary documents in your parcel, like return forms that you might not use. You can download everything on our website. We think small actions like this to be crucial for a better future.

Waste materials

Our factory cuts the patterns of our products exactly, and any leftover pieces are used to make small parts like bindings. Because our collections are always limited, we sometimes end up with yardage from colours of different collections. We use this in our 'Leftover' series, for which Susan makes completely new colour combinations with unused fabrics.

We frequently get asked if we can use waste or leftover materials from other companies and products. We maintain high-quality standards for our products, and so we are reluctant to use alternate materials in our regular production process. That said, we are always curious about whether we can help you with your project. So shoot us an email at [email protected], and we will see if we can team up! 

Care & Repair

We want you to enjoy our products as long as possible, so you don't just need to buy more of them. That's why we offer a free repair service! Read more about our Care & Repair here.

STORE

Opening times & address

SUSAN BIJL store
Mauritsweg 45a
3012 JV Rotterdam
The Netherlands

Opening hours:
Monday 12.00 - 18.00
Tuesday to Thursday 10.00 - 18.00
Friday 10.00 - 18.00
Saturday 10.00 - 17.00
Sunday closed

Contact:
Tel. +31 (0) 10 751 07 79
[email protected]

Do you have the same products in the store as online?

Yes! If you see an item online that you like, you can stop by the store to see it in real life and try it on. If you saw an item in our store, but cannot find it online, it will most likely be sold out. You can send an email to [email protected] if you would like to know if it will come back. Read more about restock and new collections here.

Can I put an item on hold in the store?

If you want to make sure the colour combination you'd like won't be gone before you can visit us, you can place an order online and choose for 'pick up in store'. This way, you pay the same price as in our store, and the item will be put away, especially for you. If you change your mind in our store, we can immediately arrange a return or exchange. Read more about new collections here.

CAREERS

We now have a job opportunity as a WAREHOUSE MANAGER. Check out our VACATURES page for the job description and how to apply.

If you are interested in working with us in other positions, please send in an open letter with your motivation and CV.
For our flagship store, send your letter to [email protected]. For the SUSAN BIJL office send it to [email protected].

We will contact you if we have job opportunities!

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