on all UK orders
|Standard UK Delivery||2-3 working days|
|Express UK Delivery||1-2 working days|
|European Delivery||3-5 working days|
Items returned within 28 days of their original shipment date in as new condition will be eligible for a full refund or store credit. Refunds will be charged back to the original form of payment used for purchase.
The customer is responsible for shipping charges when making returns, unless faulty. Shipping fees of original purchase is non-refundable, unless faulty.
All sale items are non-refundable, unless faulty.
We aim to process and dispatch orders the next working day; however orders placed over the weekend will not be processed for dispatch until Monday. Order Placed before 2pm on a working day will be dispatched the same day - Orders placed on a weekend or bank holiday will be dispatched the next working day.
You can check your order status by logging into your Sugar Shoes account. If you have trouble finding out the status of your order or tracking its progress, please email Customer Services at firstname.lastname@example.org or call on: +44 (0)1633 271 488
Under the Distance Selling Regulations, you have the right to cancel Goods ordered via our website, within 7 working days of the day after the day you received the Goods (provided there are no hygiene reasons why they cannot be returned see paragraph 8.4 below).
However as a gesture of goodwill, Sugar Shoes have extended this right to a period of 28 days ("Cancellation Period"). If you wish to exercise your right to cancel your order, you need to inform us in writing (in accordance with condition 5.2) within 28 days of receiving the Goods. In this case, you will receive a full refund of the price paid for the Goods subject to compliance with our refunds policy (set out in clause 10).
In order to cancel a Contract, you must inform us in writing by post or email or by completing the Returns Form and returning the Good(s) with the Returns Form in accordance with our returns policy detailed below.
The Goods must be in the same condition in which you received them. Returns will be at your own cost and risk. You should obtain a certificate of posting from the Post Office or send the Goods back via Special Delivery.
If you fail to comply with your obligation to return the Goods in the same condition in which you received them, any refund shall be at our discretion. If you do not return the Goods within the timescales above, you will be deemed to have accepted the Goods and will not be entitled to a refund (unless they are faulty).
Return of the Goods within the Cancellation Period will be considered to be notice of cancellation under the Distance Selling Regulations. If you cancel your Contract, we will refund the full price you paid for the Goods, using the same method you used to pay for them, within 30 days of us receiving notification of your cancellation and/or the returned Goods.
We hope you will be delighted with everything you have bought from us, but if you are unhappy with your Goods for any reason, you can return them within the Cancellation Period to us as detailed below.
Goods we deliver to you should be of satisfactory quality. In accordance with your statutory rights, if you consider the goods to be defective, you can return the Goods outside the Cancellation Period for a repair, replacement or refund but you should return the goods as soon as you are aware of the fault.
You can return Goods by post to the following address:
PO Box No 1968
The Returns Form should be completed in full and enclosed with the Goods. The Goods should be in their original condition and with their original packaging and securely packaged for posting. Other than for defective Goods or items that have been delivered incorrectly by us, you are responsible for the cost of returning the Goods to us. This includes any postage charges incurred to return an item(s).
If you need to return any products purchased from the Sugar Shoes website, please download and use the returns form provided below -
If the goods are faulty, you MUST contact us to receive a free-post label before you post the item. Otherwise we will not be able to refund the extra postage you have paid. We will refund the full price you paid for the Goods to you using the same method you used to pay for them, within 30 days of our receiving notification of your right to cancel your order and/or the Goods.
You have a legal obligation to take reasonable care of the Goods while they are in your possession. In all cases, the items returned must be in their original condition. The Goods are your responsibility until they reach us. All returned Goods will be inspected on return and we reserve the right to refuse a refund for any item deemed by us to be in unsuitable condition, for example if the garment holds on odour or if tags/components have been removed. We will not consider that you have taken care of the Goods if they have been used to an extent beyond what would be reasonable when examining the goods in a shop before purchase. You can open the packaging to look at and try on the Goods as you would in a store. You must not try on the Goods wearing strong perfume/aftershave or a deodorant which may leave a scent or marks on the Goods. Hygiene strips must not be removed from items of lingerie. For hygiene reasons, undergarments that have had the hygiene strip removed cannot be returned. Tags should not be removed from any item unless you wish to keep the Goods. The original packaging should be retained and returned with the Goods. Shoes must not be worn outside and no scuffing should appear on the sole.