What happens if my order is returned due to an incorrect or incomplete address?

If an order is returned due to an incorrect or incomplete address, we can reship it at the customer’s cost or issue a refund for the item price minus original shipping once received.

What is SUBSTYEL’s return window?

Returns must be initiated within 30 days of delivery and shipped within the approved return window.

What items are eligible for return?

Items must be new, unused, unwashed, and in original packaging with all tags attached. Items returned without meeting these conditions may be refused or partially refunded.

How do I start a return or exchange?

Email support@substyel.com with the subject line “Return – Order #12345” and include your order number, the item(s) you’d like to return, the reason, and your preference: refund, exchange, or store credit. If approved, you’ll receive return instructions and a prepaid label if applicable.

Do you offer exchanges?

Yes. Exchanges are accepted when stock is available.

What items are non-returnable?

Non-returnable items include final-sale or clearance items, gift cards, intimates or swimwear once hygiene seals are removed, and items showing wear, washing, alteration, stains, odors, or missing parts.

What should I do if my item arrives defective, damaged, or incorrect?

Email support@substyel.com with photo verification. If approved, we’ll provide a prepaid return label or shipping reimbursement where prepaid labels are not supported.

How can I contact SUBSTYEL support?

You can contact us at support@substyel.com for delivery updates, address corrections, returns, exchanges, and general assistance.

Frequently Asked Questions (FAQ)

Q: How long does SUBSTYEL take to process orders?

Orders are processed within 1–3 business days (Monday–Friday) before dispatch. Processing time excludes weekends and public holidays.

Q: How long does delivery take?

Estimated delivery times after dispatch: United States 7–14 business days, Canada 7–12, United Kingdom 7–12, Australia 10–15, Saudi Arabia 12–18, United Arab Emirates 12–18, Rest of World 13–18. Delivery times exclude processing and may vary due to customs or holidays.

Q: Does SUBSTYEL offer free shipping?

Yes. Free standard shipping applies when your order meets the minimum threshold: USA over $50, Canada over $75, UK over $60, Australia over $100, Saudi Arabia over $120, UAE over $120, Rest of World over $125. Flat-rate shipping fees apply below these thresholds.

Q: Will I receive tracking information?

Yes. Tracking information is emailed automatically after your order is dispatched.

Q: Are customs duties and taxes included?

No. Customs duties, VAT, import fees, and local taxes (if applicable) are not included and are the buyer’s responsibility.

Q: I entered the wrong address. What should I do?

Contact support@substyel.com within 6 hours of placing your order for address corrections. If the order has already shipped, changes may not be possible.

Welcome to the SUBSTYEL FAQ page. Below you’ll find answers to common questions about shipping, delivery times, returns, refunds, exchanges, and international orders.

🚚 Shipping & Delivery FAQs

1. How long does SUBSTYEL take to process orders?

All orders are processed within 1–3 business days (Monday–Friday) before dispatch. Processing time does not include weekends or public holidays.

2. How long does delivery take?

Delivery times depend on your country:

United States: 7–14 business days
Canada: 7–12 business days
United Kingdom: 7–12 business days
Australia: 10–15 business days
Saudi Arabia: 12–18 business days
United Arab Emirates: 12–18 business days
Rest of World: 13–18 business days

Delivery times exclude processing time and may vary due to customs or holiday delays.

3. Does SUBSTYEL offer free shipping?

Yes. Free standard shipping applies once your order meets the minimum threshold:

🇺🇸 USA – Over $50
🇨🇦 Canada – Over $75
🇬🇧 UK – Over $60
🇦🇺 Australia – Over $100
🇸🇦 Saudi Arabia – Over $120
🇦🇪 UAE – Over $120
🌏 Rest of World – Over $125

If your order is below the threshold, a flat shipping fee applies based on your country.

4. Will I receive tracking information?

Yes. Once your order ships, tracking information is emailed automatically.

5. Can my items arrive separately?

Yes. Multi-item orders may ship from different warehouses and may arrive in separate packages.

6. Are customs duties and taxes included?

No. Customs duties, VAT, import fees, or local taxes (if applicable) are the customer’s responsibility and are not included in product or shipping prices.

7. I entered the wrong address. What should I do?

Please contact support@substyel.com within 6 hours of placing your order for address corrections.

If the order has already shipped, reshipping fees may apply.

8. What happens if my order is returned due to an incorrect address?

If a package is returned because of an incomplete or incorrect address:

We can reship it at the customer’s cost
OR
Issue a refund for the item price (original shipping fees are non-refundable)

💰 Returns & Refund FAQs

9. What is SUBSTYEL’s return policy?

You may return eligible items within 30 days of delivery.

Returns must be:

New
Unused
Unwashed
In original packaging
With all tags attached

10. How do I start a return?

Email support@substyel.com with:

Subject line:
“Return – Order #12345”

Include:

Your order number
Item(s) to return
Reason for return
Preference (refund, exchange, or store credit)

Once approved, return instructions will be provided.

11. Is return shipping free?

✅ Free prepaid label for defective, damaged, or incorrect items
❌ For non-defective returns, return shipping costs may be deducted from your refund

12. Are there any restocking fees?

No. SUBSTYEL does not charge restocking fees.

13. When will I receive my refund?

After warehouse inspection:

Refunds are issued within 7 business days
Banks/payment providers may take an additional 2–5 business days to post the credit

Refunds are issued to the original payment method.

14. Can I exchange an item?

Yes. Exchanges are accepted if stock is available.

15. What items cannot be returned?

Non-returnable items include:

Final-sale or clearance items
Gift cards
Intimates or swimwear (if hygiene seal removed)
Items showing wear, washing, stains, odor, alterations, or missing parts

16. Do you accept international returns?

Yes. SUBSTYEL accepts returns worldwide within 30 days.

Defective items: prepaid label or shipping reimbursement (where supported)
Non-defective returns: shipping cost may be deducted depending on location

17. What condition must returned items be in?

Items must be returned in original or equivalent protective packaging with:

All tags attached
All accessories included

Returns not meeting eligibility conditions may be refused or partially refunded.

📦 General Questions

18. What if my item arrives damaged or incorrect?

Please email support@substyel.com with photo verification.
You will receive a free prepaid return label or reimbursement (where applicable).

19. How can I contact SUBSTYEL customer support?

Email: support@substyel.com

We’re happy to assist with shipping updates, returns, exchanges, or general inquiries.

✨ Still Have Questions?

Contact our support team at support@substyel.com — we’re here to help make your SUBSTYEL shopping experience smooth and stress-free.

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