This return policy outlines how returns are handled by Sustilo. Kindly ensure that you have carefully read the terms below to ensure a smooth return process. If a returned package is not returned according to these conditions, we are unable to accept it and will need to charge a shipping fee to send the items back to you.
If you have any doubts or need further information please feel to contact our support Helpdesk.
What items cannot be returned?
Products such as beachwear, accessories (glasses, handbags, jewellery) and sale items (including goody bags) can NOT be returned.
 If you have ordered a customized product (special colour or size or design) it cannot be returned.
 If you are unsure if a particular product can be returned, please contact our support Helpdesk with your order number and we will advise you on the matter.
 
Return Procedure
·       All returns need to be shipped back within 7 working days (excluding weekends) of receiving the package. For example, if you receive your order on 1st February 2011, then you need to send it back by the 9thof February at the least.  Any returns that are sent after this time limit will not be accepted.
·       All orders are sent with a return form which needs to be properly filled up and sent back along with your return package. It is very important to ensure the return form is enclosed with the return as we are unable to process a return that is received without an enclosed return form.
If you haven’t received a return form, you can print it from here.
·       Products may not be worn, washed or used. They also must have the original packaging (plastic and cardboard) and (info) cards. We would appreciate it the items are put back neatly into the packaging the way you received them.  Kindly do not write or paste anything on the shoeboxes.
·       As we have no control over the shipping process of a return, the goods and the return costs are your responsibility until they reach our Warehouse. Please ensure that the package is properly packed to prevent any damage to the items or the boxes.
We are not responsible for any items that are returned to us in a state that has been damaged by the shipping process. We highly recommend that you use a postal service that insures you for the value of the goods you are returning.
 
 
Return Address
All returns must be made to our warehouse at:
Sustilo, P.K. 8, 34800, Kavacik, Beykoz, Istanbul, Turkey
 
Returns Handling
All returns are processed within 7 working days of us having received it. Once the returns department confirms that the return is in accordance with our return policy, they process it as below:
·       If a different size or color is requested in the return form, we will issue you with a coupon code for the value of the returned item which you can use to place an order at our store. This order can also be made for an item for one of the newer catalogs also if you prefer that. This order will be shipped FREE of charge.
·       If a money back is specifically requested in the return form (and the corresponding bank details is correctly provided), then the refund will made to your account within 30 days. We will charge an administration/shipping fee of € 4,95 with refunds. Please note that if the order is originally made with a coupon code, then the order does not qualify for a money back.
·       If the return form doesn’t specify anything in particular, a coupon code is automatically issued and cannot be changed at a later stage.