Shipping & Payment Policy

At Susan & Lily, we take great care to ensure every order is carefully prepared, inspected, and shipped as quickly as possible.

Delivery Time

Our dispatch times consist of two stages:

Processing time:
3–5 working days for order confirmation, customization, quality inspection, and secure packing.

Delivery time:
Approximately 8–12 days (depending on the delivery destination). This timeframe covers transit from our international shipping hub to your doorstep.

You can track your order anytime through our “Track Your Order” page (found in the top header menu).

If you have any questions or concerns, feel free to contact us at info@susanandlily.com.

Payment Methods

We currently accept the following secure payment options:

  • VISA
  • Mastercard
  • Apple Pay
  • Google Pay
  • Shop Pay

Order Cancellation & Modification Policy

Orders can only be canceled or modified within 12 hours of placement.

After this period, your order is automatically queued for processing, quality inspection, and packing. At that stage, we are no longer able to cancel, modify, or make any changes (including address updates or item alterations).

Please ensure that all order details — including items, sizes, shipping address, and contact information — are correct before completing your purchase.

If you wish to request a cancellation or modification, contact us within 12 hours of ordering, and we’ll do our best to assist while your order is still eligible.

Business Information

Website name: Susan & Lily
Email: info@susanandlily.com

Frequently Asked Questions

Yes, we offer Free Premium Shipping, along with Track & Trace, because we value you as a customer and want to provide you with the best service.

Yes, you can return your order within 30 days of receiving it.

You can track your order by entering the tracking number you received from us on the "TRACK YOUR ORDER" page. Once you’ve entered the number and clicked "TRACK," you will see the status of your order.

You can pay safely and securely with the following payment methods: Credit Card, Visa, Mastercard, American Express, Apple Pay, Google Pay, Maestro, and Shop Pay.

Yes, once you've placed your order, a confirmation will be sent to your email inbox. If you don’t see it, feel free to reach out to our customer service team, we’re happy to help you right away.

Email:  info@ellarosedallas.com