1. Can I wash my shoes?
Garment care depends on the style, but in most cases, “clean with a damp cloth” . Nothing is machine washable.
2. Do you accept Returns?
Yes, we accept returns providing the goods are in their original condition. Please print off our returns form, fill in your details, if you'd like a refund or exchange and the reason.
Our returns address is: Sugar Shoes Returns, Clampett House, Celtic Springs Business Park, Newport, NP10 8FY.
Please note that postage will need to be paid for unless the goods are faulty. Please remember to obtain a proof of postage from your local Post Office.
3. How can I contact you?
You can email us at info@sugarshoes.co.uk
You can also call our customer services team on 01633654040. The customer services offices are open from 9:00-5:30pm Monday-Thursday and 9:00-5:00pm Friday.
4. What should I do if my order is incomplete?
If there is a discrepancy with your packing list and what you have received please contact our customer services team on 01633654040.
5. How can I find out which size to order?
Please refer to our size guide.
6. When will I receive my refund?
Once we have received your returned item, we aim to process returns within 48 hours. Please then allow 3-5 working days for your refund to then be credited into your account.
7. Why have you not refunded the delivery charge?
Unless the goods are faulty the initial delivery charge is non refundable. For more information please see our Delivery and Returns Policy.
8. Do you deliver outside the U.K?
Yes we deliver to most countries in Europe, as you go through the online checkout you will be able to select a country which we ship to. Delivery to mainland Europe will incur a delivery surcharge.
9. What should I do if an item is faulty?
If an item is faulty please fill in the returns form explaining the fault in full detail and send it back to the returns address. For more information please see the delivery and returns policy.
10. How will you use my personal information?
We understand it is very important to keep your information secure. For more information on how your details are used please see our privacy policy.
11. What should I do if I've forgotten my password?
If you have forgotten your password, please write your email in the forgotten password section and we will send an email to you to reset your password. Any problems please contact the customer services team.
12. Do I have to register?
Yes, to shop online at Sugar Shoes you need to register, this is so it will save you time next time you shop with us as you won't have to keep adding your delivery details!
