FAQ
SHOPPING
Can Sustainable Susi products also be purchased offline?
No, we only sell via our online shop. For news regarding this, follow us on social media and/or subscribe to our newsletter.
What currency are your products listed in?
The default currency on our website is Euro, however you can shop in different currencies by scrolling to the bottom of our site and selecting your browsing country.
In which languages can I shop?
Our website is currently available in English and German. You can change the language by scrolling to the bottom of our site and selecting your preferred one.
PRODUCT INFORMATION
What materials do you use?
Our hair clips are made of sustainable and biodegradable cellulose acetate which is composed of natural raw materials such as wood pulp and cotton. Our hair ties are created from either high quality GOTS certified cotton (Ease Collection) or unique vintage fabrics (Rebirth Collection). The sewing thread is made from organic cotton and the premium embroidery yarn is made from environmentally friendly Tencel™ Lyocell. The elastic we use is made from certified organic cotton and natural rubber.
Where do you produce?
The majority of our products are made in Germany.
Are your products handmade?
We manufacture in small local factories. It is not a mass production, so each product is unique and differs minimally from the others. So forgive them if they have small deviations from the photos, it is your personal individual piece!
How should I care for my product?
If you ever want to wash your hair accessories, we recommend carefully hand washing it. We cannot be responsible for products damaged as a result of caring differently.
PAYMENT
How can I pay?
We offer following payment methods:
Paypal, Visa, Mastercard, Maestro, American Express, Shop Pay, Apple Pay, Google Pay, Bancontact, eps-Überweisung, Ideal, Klarna Rechnung, Sofort.
How can I redeem discount codes?
Discount codes can be entered in the last step of the order process at the checkout. The amount is automatically reduced by the discount amount after entry. Discount codes cannot be stacked.
SHIPPING
What is the status of my order?
As soon as your order leaves our warehouse in NRW, Germany, you will receive an email with tracking information.
What shipping methods do you offer?
We ship our packages with DHL GoGreen.
How is my order packed?
Our packaging is made of paper or cardboard that either bears the FSC seal or the Blue Angel or/and is made of grass or recycled paper or is recyclable. Our bubble bags are also not filled with plastic as usual. The padding protection comes from shredded recycled paper. The parcel tape and shipping labels we use are made of paper and natural rubber, without casein. Our packaging is plastic-free, silicone-free and can be disposed of in the waste paper cycle. Our supplied cloth bags are made of eco-friendly cotton.
How much does shipping cost?
Shipping within Germany costs 5€, international shipping is 7€.
From 55€ purchase value and with the code FREESHIPPING you get free shipping.
Where do you ship?
We ship worldwide.
Why is my parcel delayed in transit?
Postal systems are experiencing many delays amid the global situation.We appreciate your patience and understanding.
ORDERS & RETURNS
Can I cancel my order?
Yes, you have a 14 days right of withdrawal. To exercise your right of withdrawal please inform us by sending an email to hi@sustainablesusi.com.
How can I make a return?
You have 14 days from the date you receive your package to return the products unopened and unused for a refund. To make a return please inform us by sending an email to hi@sustainablesusi.com. Return shipping is buyer responsibility - please purchase a shipping label through your preferred carrier. Kindly note that Sustainable Susi is not responsible for lost or damaged returns - we recommend purchasing tracked shipping and shipping insurance on your return.
What can I do if an item is wrong, defective or missing?
Please contact our customer service: hi@sustainablesusi.com.
Why don't you offer free returns?
We take great care to photograph our products and give as much information as possible in the descriptions so that you can be sure that your product will arrive as you expect it. Our products are independent of clothing sizes and should fit everyone. Returns are a dilemma from an economic as well as an ecological point of view. The further transport of a return causes high costs because CO2 is emitted and returns are more expensive for companies than normal shipping. We sincerely hope that you are satisfied with your conscious purchase and if not, we will gladly accept your return that you have initiated yourself.
CONTACT
Collaboration
We are always looking for social media personalities who represent sustainability and the lightness of being. Have you fallen in love with our products? Feel free to send us an email to: hi@sustainablesusi.com. Don't forget to include your instagram and/or tiktok and your ideas for cooperation.
Customer Service
If our FAQ did not answer your questions, we would be happy to receive an email at hi@sustainablesusi.com and help you personally!