We hope you are delighted with your purchase. But if something’s not quite right, we’re happy to help — fairly and kindly, the Sugaplum way.

What’s eligible for return?

We accept returns for store credit or exchange only (no refunds), as long as:

• Your request is made within 14 days of delivery

   

• Items are in original condition: unworn, unwashed, with all labels and hygiene stickers in place

   

• The item is not a final sale item or panties, which are non-returnable under any circumstance for hygiene reasons

   

Store Credit & Exchanges

• Ordered the wrong size? No worries — we’ll send the right one or issue store credit once we receive and inspect the original item.

   

• We do not offer refunds unless the item is faulty or we’ve made an error and are unable to offer a replacement.

   

Returns Process

Please return unwanted items to:
18 Blackberry Business Centre, Brambleside, Uckfield, East Sussex TN22 1QQ

All returns must include:

• The returns form included in your parcel, filled out completely

   

• Items in original packaging, safely wrapped and securely sealed

   

• Proof of postage, obtained by you when posting the item

   

Return shipping costs are the customer’s responsibility, unless the return is due to our error.

Processing Times

Your returned parcel may take up to 7 days to reach us. Once received, we’ll send you a confirmation email and process your store credit or exchange within 3 working days.

Important Notes

We reserve the right to make a deduction from your store credit if the item shows signs of unreasonable use (i.e. more than what would be expected from trying it on in a shop).

SALE ITEMS & EXCEPTIONS

• Clearance sale items cannot be exchanged for non-sale items.

   

• They may be exchanged for another clearance item of equal value, subject to availability.

   

Got questions or need help with a return? Just email us at sales@sugaplum.co.uk — we’re here to help!