Customer Service Policy

Hi there,

Thanks for checking out our customer service policy. We want every customer of Styled by Susie to have a 5-star experience. We understand however that sometimes things don’t go quite to plan – our customer service policy ensures that you have the opportunity to address any concerns that you have so that we can resolve them as quickly as possible. If you have any questions in relation to this policy, then please don’t hesitate to contact feedback@styledbysusie.co.uk

Complaints

If you are unhappy with any element of your purchase with Styled by Susie then in the first instance you should contact feedback@styledbysusie.co.uk. We aim to reply to your initial email within 48 hours, but in some circumstances this may be longer. We may ask for more information to ensure we respond to your complaint correctly. We’ll make it clear when we need more information and we’ll ask you those questions as quickly as possible. Once we have received all the info we need from you, we’ll respond to your complaint.

If your complaint relates to a styling analysis or personal shop, then the complaint will not be dealt with by the stylist who completed your analysis or styling service. An alternative stylist will be tasked with responding to your complaint.

If you feel unhappy with your analysis because of the season, shape or style personality that you have been analysed as, then we ask you to refer to the following post – click here which may answer any queries you have. Once you have read this post, if you are still unhappy with the analysis you have received, then we will pass your questionnaire on to another stylist to complete – with your permission of course.

Refund policy

Sometimes we don’t always get things right. We will do our best to resolve your concerns, and we’ll keep you informed at every step of the way to ensure you understand what is happening with your complaint. In the event that we find our service did not meet up to the high standards we set for our customers, then we will offer a refund. This refund will be processed within 48 hours of our decision, and we’ll notify you that it has been processed. Unfortunately, we are unable to offer refunds in the event that you are unhappy with the colours, season or style personality specified in your style guide. If more than 90 days has elapsed since your analysis, then unfortunately we aren’t able to refund you.

Gift Vouchers

You can purchase gift vouchers for online styling sessions, personal shops, or a monetary value that can be used as part or total payment of a service. Vouchers for personal sessions and monetary values are valid 12 months from the purchase date, and vouchers purchased for online sessions are valid for 6 months from the purchase date.

Reviews

As a business we take reviews very seriously. We are registered with Trustpilot and we are committed to consistently listening to customer feedback. If you are a customer with Styled By Susie, then you can leave a review here: https://www.trustpilot.com/review/styledbysusie.co.uk. If you are unhappy with any element of our service, then we politely request that you contact feedback@styledbysusie.co.uk in the first instance, to give us the opportunity to resolve any problems you are experiencing.

Feedback

Got an idea for a service you’d like us to offer? Want us to consider a change to something? We’d love to hear from you. Email: feedback@styledbysusie.co.uk