CUSTOMER SERVICE

We're here to help, so do not hesitate to contact us! To order by phone: 215-829-8830 Monday-Friday, 10 A.M.- 5 P.M. EST.

HOW TO SHOP Start by selecting an item you wish to order. Click "add to my cart" to put the item in your shopping cart. Then continue shopping or proceed to checkout. We suggest you view your list of cart items prior to actually processing your order in checkout.

Choose your preferred method of shipment, enter your credit card number, its expiration date and your name as it appears on the card.

We accept Visa, MasterCard, Discover and American Express. Our site is 100% secure with SSL encryption and Verisign payment processing. The final review/purchase page will display your items, ship-to address, shipping method and the total price of your order. If you need to make any changes, click "change order" to return to the shopping cart. If your order is satisfactory, click "purchase." A confirmation of your submitted order will appear on your screen.

We suggest you print the page to keep for your records. We'll also send a confirmation notice to the e-mail address you list in your billing information. Please contact us if you'd prefer to ask one of our representatives about our products before ordering. Voice: 215-829-8830 Monday-Friday, 10 A.M.- 5 P.M. EST

SHIPPING INFORMATION Suzanne Roberts offers the fastest shipping methods available using state-of-the-art shipping software. We utilize the UPS database to figure real-time rate charges for your order. Each package is insured up to $100. Should a package be valued higher than $100, additional insurance will be required. On orders that are valued in excess of $500.00, a signature is required to accept your packages. Our carriers will not leave packages at your door without an actual signature.

Once we confirm that the merchandise is in stock your shipment will begin. Orders placed Monday to Friday (excluding holidays) before 1:00 pm EST will be processed that day. Orders placed after 1:00 pm EST will not begin processing until the following business day. For overnight service, orders must be placed Monday to Thursday before 1:00 pm EST. Overnight orders place Friday by 1:00 pm EST will arrive on Monday. Overnight order place Friday after 1:00 pm to Sunday will arrive Tuesday.

We are unable to ship to PO Boxes. For customers shipping to Hawaii and Alaska, there are only 2 shipping options available: UPS 2 Day Air and UPS Next Day Air Saver.

Domestic Shipping:

1. Next-Day Air (next business day after the ship date )

2. Second-Day Air (within three business days after the ship date)

3. Ground Service (within 3-10 day, and usually 3-7 business days after ship date)

International Shipping

Your packages may be subject to the customs fees and import duties of the country to which you have your order shipped. These charges are always the recipients responsibility. Please contact your local customs office for further information. If the order is a gift, the package is marked “Gift”, but the cost of the item is still recorded on the customs form. Customs authorities require us to state the value of the gift item directly on the package.

Exchange Rate

Please note that all merchandise is listed and charged in U.S. dollars. Check with the issuing bank of your credit card to find the exact exchange rate. All refunds are also issued in U.S dollars, and we do not account for changes in exchange rates and will not issue price adjustments based on fluctuations of exchange rates.

CONTACT US

We're here to help, so do not hesitate to contact us! To order by phone: 215-829-8830 Monday-Friday, 10 A.M.- 5 P.M. EST.

POLICY FOR RETURNS/ EXCHANGES

Returns can be made with in 14 days of purchase invoice date for a full refund. Any returns received within a 30 day period must be an exchange only. Returns after 30 days will not be accepted. All sale merchandise is final sale. Returned or exchange merchandise must be unworn with all tags attached in new sellable condition. If you return an item that has obviously been worn we will have to send the item back. We process returns the same day they come in, but then it is up to your particular issuing bank to put the money in your account. Online items cannot be returned or exchanged at the Suzanne Roberts store. *** Please note we will not exchange or accept a return of merchandise that has been altered, customized, worn. ***** please note we can not refund or credit any shipping charge.

HOW DO I MAKE A RETURN OR EXCHANGE?

Return/ Exchange Form Pack and securely seal the merchandise with the original packaging if possible. Do not forget to include the return/exchange form and copy of invoice into the plastic label pouch provided with return address on top. Attach the label pouch on the outside of your package. . Ship your return package via a carrier that requires recipient’s signature upon delivery.

Delivery confirmation alone is not sufficient. We are not responsible for return packages that are left outside of our warehouse by the shipper, as we will not be able to confirm that the package has been received by a customer service representative from our Return/ Exchange Department.

Insuring your return packages is highly recommended. This will provide you with recourse on your package, as we cannont accept responsibility for packages that we do not ship ourselves.

Please address returns and exchanges to: Suzanne Roberts 1121 Walnut Street Philadelphia, PA 19107 Attn: Returns Department

BACK ORDERS We do our very best to ship your entire order at one time, but back orders are sometimes unavoidable. If you order an item that we can't ship immediately, we'll inform you of the earliest possible delivery date.

DISCLAIMER Products and services may not be available to you because of the manner or locales in which they are distributed. Prices may vary and are subject to change. All orders are subject to availability. Suzanne Roberts makes no representations or warranties regarding the accuracy, reliability or completeness of the content of this site. Suzanne Roberts is not liable for any indirect, special, incidental or consequential damages and the total value of any liability shall be strictly limited to the aggregate dollar amount of the purchased invoiced amount, less shipping, additional charges and special services. We reserve the right to edit or delete any documents, information and any content appearing on our site.

FREQUENTLY ASKED QUESTIONS

Can I Place an order by Phone? We will be happy to take you order by telephone and help you with your questions regarding size and other colors available. Just call us at: 215-829-8830 between the hours of 10:00 am until 5:30 pm eastern standard time.

Do you offer gift wrapping? We have a beautiful gift wrapping service available for your purchase. Each box is wrapped in a gold paper with our signature ribbon. The cost of each wrapped box is $6.50.

Can I Special Order items in other colors or sizes? We do offer special orders on many of the products we sell, if available from the manufacturer. Special orders are best handled through one of our sales staff at: 215-829-8830.

Why is my order on hold or cancelled? If your order status changes to “on hold” or “cancelled,” a customer service representative contact you within 48 hours. Here’s a list of situations that would result in your order being placed on “hold” or “cancelled.”

Pending Back Order: If an item is not in stock and on back order, it generally takes 2-4 weeks to receive the item.

Cancelled: Out of stock and No Reorder Available On occasion, we run out of a certain item and that item is no longer available for reorder.

Credit Declined If your credit card is declined, we may cancel the order if we can not contact you in time.

My Size is available but is sold out when I add it, why?

Suzanne Roberts is hosted by Yahoo Store. One of the limitations of Yahoo! Store is the lack of time inventory tracking in regards to size availability. Because we have to manually update availability for every item in our inventory, there will on occasion an item that shows availability when it is not.

Do You refund shipping charges? No. We do not refund shipping and handling charges, and you are responsible for all shipping costs of any merchandise that is being returned to us.

I was shipped the wrong style/color/size, what do I do? If you were shipped incorrect merchandise-style wrong, color incorrect or wrong size, you must notify us within 3 days of receiving your package. We will pay for the return shipping for incorrect orders.

Defective Merchandise If you believe you have received defective merchandise you must notify us within 3 days of receiving your package to be eligible for replacement or a refund. There are no exceptions. We do not manufacture our products and do not offer any warranty but we will do everything we can to help you with your concerns.

STORE CREDITS A store credit issued for a return at Suzanne Roberts Online is issued in the form of an Online Gift Card and is valid for future online purchases. An in-store credit may not be used for a purchase online.