FAQ

Susannah Thompson is a design company based in Brooklyn, New York. All products are produced in New York City. 

What forms of payment do you accept?

We gladly accept Visa, MasterCard, American Express, Discover, or regular account payments all through PayPal.

How secure is this store?

This store uses PayPal for payments, and PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).

Do I need a PayPal account to purchase from this store?

No, you are not required to have a PayPal account to purchase from this store. Although, if you already have a PayPal account you may use it.

Shipping

All items are shipped via UPS within 7 days of purchase, although items are usually shipped as soon as possible. We will provide a confirmation email including a tracking number. All shipping costs are calculated before you pay at check out. Estimates for international shipping are handled on an individual basis. Please email us with any additional shipping requests.

Are your products guaranteed?

We are confident that once you receive a Susannah Thompson Bag, you will be completely satisfied with its durability. Please note we do not offer refunds unless the product was damaged upon receiving it. Please contact us via email regarding returns or other issues and we will do our best to accommodate. Return shipping charges are the responsibility of the customer. 

Return policy

Returns are accepted only with proof of purchase and no wear and tear. If you have owned my bag for more than a month and love it and use it, do not anticipate any form of exchange or return. My bag is not indestructible. It is sturdy. Please take care of it.

I have more questions!

We love to hear from our customers. Email us your questions and feedback.