1. How can I exchange the garment I just received?
  2. How can I return the garment I just received?
  3. Do you offer refunds?
  4. What is a lead time?
  5. What is your current lead time?
  6. What does made-to-order mean?
  7. Why are you made-to-order?
  8. Why are all of your garments unavailable?
  9. When can I order a garment that is currently unavailable?
  10. Why are some pieces available and others not?
  11. Are you able to update me on the status of my order?
  12. Can I change my order after it's been placed?
  13. Can you rush ship my order?
  14. Am I responsible for paying customs fees when my order arrives?
  15. Can I update the shipping address on my order?
  16. How do I care for my garment? Is it dry clean only?
  17. Can I set up a showroom appointment?
  18. Do you offer price adjustments?

1. How can I exchange the garment I just received?

The way we’re operating as a business is changing, so we’re unable to process exchanges at this time. That said, we can set up a return for store credit that can be used in the fall. Email our Customer Relations Team at support@elizabethsuzann.com to set up your return. You can read more about these changes here.

2. How can I return the garment I just received?

We’re sorry to hear that the garment(s) you ordered isn’t working out. While the way we’re operating as a business is changing, we’re happy to set up a return for store credit that can be used in the fall. Email our Customer Relations Team at support@elizabethsuzann.com to set up your return. You can also read more about these changes here.

3. Do you offer refunds?

We are unable to offer refunds at this time. Due to the financial limitations of our made-to-order business model and recent changes to our operations, we offer store credit for returns and order cancellations. Email our Customer Relations Team at support@elizabethsuzann.com to set up your return.

4. What is a lead time?

Our lead time is the amount of time it takes us to produce a made-to-order garment and prepare it for shipment. We place all the orders we receive in a given week into a production plan. Then we make all of the garments in that production plan; they move through the warehouse getting cut, sewn, washed, inspected, and packed up as a group. Our lead time does not include USPS pick up and delivery. At any given moment, our team will be working on three or four production plans—one batch in cutting, one in sewing, and one in fulfillment or ready for pickup. Each production plan is totally unique, containing only the garments you all have ordered. It's a pretty wonderful symphony of activity!

5. What is your current lead time?

Due to Safer-at-Home restrictions in Nashville, our team is not able to work in our warehouse, which means our lead time is currently out of our hands. We will produce all garments that have been ordered as soon as we’re able to return to work.

6. What does made-to-order mean?

Commonly mistaken for meaning customizations, this simply means that a garment is not made until an order has been placed for it!

7. Why are you made-to-order?

It reduces waste (we don’t overproduce inventory or cut into materials that aren’t needed), keeps our capital investment costs low, and allows us to offer a wide variety of styles and sizes that other inventory-based companies can’t afford to offer. Because we don’t cut into fabric and produce a garment until it’s ordered, we’re able to be much more flexible with our collection and we’re not in the guessing game of predicting demand. There is also a pretty magical quality about not expending precious material and human energy until another human has said they want and will use the object, and we don’t ever want to lose that connection with consumption.

8. Why are all of your garments unavailable?

The way we’re operating as a business is changing, so our garments are unavailable to purchase at this time. We plan to reopen our site in a new capacity this fall, and you can read more about these changes here.

9. When can I order a garment that is currently unavailable?

We plan on returning in the fall at a much smaller capacity! Elizabeth Suzann started as a one-woman-show in Liz’s home workshop, and as a result of the circumstances surrounding COVID-19, we’re returning back to these roots. You can read more about these changes here.

10. Why are some pieces available and others not?

All of our garments are made-to-order in Nashville, TN. Our garments from collaborations with other companies are often produced out of house by our collaborator. For example, our collaboration collection with Alabama Chanin was designed by Liz and is produced by Alabama Chanin in Florence, AL. Our Alabama Chanin garments arrive at our studio ready to ship, so we are able to send them to you right away when they are in stock. Our made-to-order garments are just that—made-to-order! This means that our incredible team will begin producing your pieces after you place your order. Since we have a limited team, we are only able to produce a limited number of garments at a time.

We plan on returning in the fall at a much smaller capacity! Elizabeth Suzann started as a one-woman-show in Liz’s home workshop, and as a result of the circumstances surrounding COVID-19, we’re returning back to these roots. You can read more about these changes here.

11. Are you able to update me on the status of my order?

Our production has halted due to Safer-at-Home restrictions in Nashville. Because the length of this shutdown could change, we do not currently have a handle on how long it could take for orders to be produced and shipped. We're doing everything we can to communicate these ever-changing updates through our Instagram and newsletter, and if you haven't already, you can find a more comprehensive update on our operations here: COVID-19: Update and What to Expect.

12. Can I change my order after it's been placed?

We want your ES garment to fit perfectly into your wardrobe, so if you’d like to change your size, color, or fabric, we’re here to help! As long as our team has not started on your order, there is still time to make changes to your order. Email support@elizabethsuzann.com as soon as you can. 

13. Can you rush ship my order?

Good things take time. As a made-to-order company, we are unable to rush produce orders. Unlike traditional companies that produce inventory en masse and make that inventory available to purchase, we don’t begin producing a garment until a customer has placed their order. Because the way we operate as a business is changing as well, we’re unable to offer rush production or shipping on orders.

14. Am I responsible for paying customs fees when my order arrives?

Customs and import duties are levied by the receiving country and are therefore the buyer's responsibility. We know these fees can oftentimes come as a surprise, so get a heads up about your country’s customs fees with a quick online search before purchasing. We are also unable to mark packages as gifts.

15. Can I update the shipping address on my order?

Yes, as long as the package has not been dispatched! Reach out to our Customer Support Team at support@elizabethsuzann.com, and they can update your shipping address.

16. How do I care for my garment? Is it dry clean only?

Care instructions are listed under “Material & Care” tab on all of our product pages. All of our garments, with the exception of some knits, can be washed and dried in your washing machine at home. We pre-wash and dry every piece(!) before it is shipped to you. This means by the time it arrives at your doorstep, your piece has been pre-shrunk and will remain the same size after you wash it at home. We always recommend washing your ES garments with like colors using cold water. Lastly, we especially love the rumpled linen straight out of the dryer, so feel empowered to forego your iron altogether most days!

17. Can I set up a showroom appointment?

Unfortunately, the way we’re operating our business is changing, and we’re no longer able to accommodate tours of our warehouse. You can read more about these changes here.

18. Do you offer price adjustments?

We are not able to offer price adjustments for discount codes at this time; however, we do offer price adjustments in the form of store credit if an item purchased for full retail price on our website goes on sale within 14 days of purchase. Send our Customer Relations Team an email at support@elizabethsuzann.com, and we will be more than happy to help!