Top Q's

We don't want you keep the product if you don't love it. Don’t love it?  You can return it so long as:

You have not used the predicted before, undamaged, and in the same condition. Your return request is submitted within 15 days of your order

Also, please note that the return shipping fee to our warehouse will need to be paid by the customer.

IF you’d like to request a return, please email us with the full information - service@ecosusi.com

Due to the COVID-19, there are order shipping delays of 2-5 business days. You'll receive an email notification when your order ships.

General

Our products are made by craftsmen in China, at factories that we’ve spent considerable time getting to know and love. Quality is of utmost importance to us, which is why we only work with factories and suppliers that can produce the highest quality products.

Yes! Our collections are vegan!

We do! You can refer your friends to Ecosusi here! They’ll get $7 off their first purchase, and you’ll receive a $10 off via email for every new customer who makes a purchase using your referral link. You can then enter that discount code during checkout on any future purchase.

We do! You can sign up for our email list below, and you’ll receive a welcome email with your discount code, valid for your first purchase. Enter that code during checkout, and you’re good to go!

We do! ECOSUSI offers a 15 days limited warranty covering manufacturer defects only,  any damages resulting from  abuse or normal wear and tear are not covered under our policy.

Orders

We're unable to edit orders once they are placed. We only accept order cancellation before the product is shipped or produced.

Unfortunately, only one discount code can be applied per order.

Not to worry! You can send an email to service@ecosusi.com, and we can look into it for you!

Unfortunately, we are only able to process one payment method per order (excluding ECOSUSI gift cards).

There are many reasons why a card can be declined, including incorrect billing information. Try reaching out to your bank or card company, as they can often provide more information.

Shipping

You tracking number and the express company name will be sent in e-mail immediately after we ship the order out. You can track it on https://www.ecosusi.com/apps/trackingmore through your name/email/order number.

We did, but as a result of COVID-19, we face some limitation on shipping to some countries( check these countries). And we don't offer free returns for international orders.

Please note that the freight we charge does not include customs duties.

If your package is detained by the local customs, you need to contact the local customs for assistance in customs clearance.

Please refer to local customs policy for specific tariff charges.

If your package wasn’t able to be delivered, it will automatically be returned to us. Email us at service@ecosusi.com to figure out your options for re-delivery!

Returns

You can contact us to replace the product before the package is dispatched. But due to the timeline for processing an exchange and the limited nature of most of our inventory, we usually don't offer exchanges.

We recommend placing a new order for the bag you’d like and returning your current order for a refund following the steps above.

1. Please make sure the return good under good condition and with original products and accessories with no need of any notes.
2. Please kindly provide us with what express you choose and the return tracking number once available. You may send them to service@ecosusi.com.
3. If the product has no quality problems. The return shipping cost to our warehouse is the responsibility of the buyer.

You can email service@ecosusi.com and provide either the order number or the purchaser’s name, and we can help you from there!

Once our warehouse received the returned parcel, it will take 10-15 business days for it to be processed and for your refund to be issued. The refund will go to the payment method used when originally placing the order.

Product Care

We don’t offer repairs, but if you’re having an issue with your product, please send an email with your order number and photos of the issue to service@ecosusi.com, and we will help you as much as we can according to the situation.

We do! You can place an order in our bag accessories collection.