WHAT IS YOUR RETURNS POLICY?
We hope that you will love everything you buy from us, however if this is not the case, we promise to refund any item* you are unhappy with when you return it to us in a sealable condition within 14 days of the date shown on your dispatch note. When returning items to us, please place your returned goods in their original packaging and do not remove any labels or tags.
*For hygiene reasons, pierced jewellery, lingerie, and swimwear are non-refundable.
HOW MUCH DOES IT COST TO RETURN AN ITEM?
We are sorry, but we are currently unable to offer a free returns service to our customers, however this is coming soon! For now, returns must be made at your own cost.
If you are based in the UK Mainland, we recommend using Evri to return your parcel as they offer an affordable tracked service and you can choose between 'ParcelShop or Locker Drop off' and 'Courier Collection' depending on what suits you best. Click the following link to arrange a return: Send through Evri
Please return items to the following address:
Miss Sugar London
94 Commercial Road
Please note that unless products are faulty, we will be entitled to recover any direct costs of having to recover the products from you. In such an occurrence we may set such costs against the amount re-credited to you in the refund.
HOW DO I RETURN A FAULTY ITEM?
1. If you receive a faulty item and would like a refund, please send us a message via our 'Contact Us' page, advising us of your order number (found in Order History in 'My Account'), along with the name/product code of the item affected and the details of the problem, so that we may investigate this for you.
2. We'll examine the faulty product and be in touch with information of what refund you are entitled to via email within a reasonable period of time.
HOW LONG WILL MY REFUND TAKE TO BE PROCESSED?
If you would like to return an item, we will refund you within 10 days of the day that we email you to confirm that you are entitled for a refund. Please note, this is provided that the product returned is received back to us within the 14 day returns period. Faulty products returned by you will be refunded in full, including a refund for the delivery charges for sending the item. However, if there is more than the returned faulty item in the same order, the delivery charge will not be refunded. In the event that we do not receive your returned goods, we will ask you to provide the certificate of posting from the Post Office as proof of postage. We reserve the right to refuse a refund if you are unable to provide the certificate of posting. We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
CAN I EXCHANGE AN ITEM?
You can only exchange an item for a different colour or size. If you would like to exchange an item, please send us a message via our 'Contact Us' page, advising us what you would like to exchange.