Terms & Conditions
Welcome to SugaPlum. Please read these Terms & Conditions carefully before placing an order. By using our website or placing an order with us, you agree to be bound by the terms set out below.
General
All contracts are concluded in the United Kingdom and governed by UK law.
We reserve the right to amend these Terms & Conditions, our website content, services, pricing, or promotions at any time. Any changes will not affect orders already accepted. Please check this page regularly to stay informed of updates.
Access to the website is provided on a temporary basis. We may suspend, withdraw, or restrict access to all or part of the site without notice where necessary.
Our Contract With You
When you place an order, you will receive an order confirmation email. This email confirms receipt of your order but does not constitute acceptance.
A legally binding contract is formed only once your order has been dispatched and you have received a dispatch confirmation email. Items not included in the dispatch confirmation do not form part of the contract.
We reserve the right to refuse or cancel orders where there are errors in pricing, descriptions, promotions, or availability.
Website Use & Intellectual Property
All content on this website, including images, text, graphics, and logos, is owned or licensed by SugaPlum Limited. You may not copy, reproduce, distribute, or exploit any content for commercial purposes without our written permission.
You may use the website for personal, non-commercial purposes only. Linking to our homepage is permitted provided it is fair, legal, and does not imply endorsement or association.
We are not responsible for outdated content or expired promotions displayed by third parties or search engines.
Pricing & Availability
All prices are shown in GBP and include VAT where applicable.
Prices and promotions may change at any time, but changes will not affect orders already accepted.
We aim to keep stock information accurate, but availability cannot be guaranteed. If an item becomes unavailable after you place an order, we will contact you as soon as possible.
Payments
We accept payment via Visa, Mastercard, debit cards, Klarna and PayPal. Flexible payment options may be available where offered by the payment provider.
All payments are processed securely and are subject to authorisation checks by your card issuer or payment provider. We reserve the right to cancel orders where payment authorisation fails.
Delivery
All orders are shipped using Royal Mail Tracked services.
Standard UK delivery is £4.99. Free UK delivery is available on orders over £70.
We aim to dispatch orders within 1 to 3 working days. Delivery times are estimates and may vary due to factors outside our control.
In the event of delivery disruption or industrial action, we reserve the right to use an alternative courier.
We currently ship within the UK only. International shipping is paused due to customs changes and import charges and may be reviewed in the future.
Packaging may vary depending on availability and shipping requirements.
Returns & Exchanges
Please ensure you read this section carefully.
We accept returns for store credit or exchange only (no refunds), provided the return request is made within 14 days of delivery.
Eligible items must be:
Unworn and unwashed
In original condition
With all labels and hygiene stickers intact
Panties are final sale and cannot be returned under any circumstances for hygiene reasons.
Returns are at the customer’s expense unless the item received is faulty or incorrect.
If an item is faulty or incorrect, we will offer a replacement or refund in line with your statutory rights.
Original outbound shipping costs are non-refundable, except where a return is due to a faulty item or an error on our part.
Multi-Buy & Promotional Offers
Items purchased as part of a multi-buy, bundle, or promotional offer (including but not limited to 3×2 offers or set pricing) are sold at a conditional discounted price.
If part of a promotional offer is returned, the promotion is void and any store credit or exchange value will be recalculated based on the full individual price of the item(s) kept.
To receive full store credit or exchange value for a promotional purchase, all items included in the promotion must be returned together.
Free or discounted items obtained through a promotion must be returned in order for a return to be processed.
Returns Process
Returned items must be sent to:
18 Blackberry Business Centre
Brambleside
Uckfield
East Sussex
TN22 1QQ
United Kingdom
All returns must include:
The completed returns form included with your order
Items securely packaged in original packaging where possible
Proof of postage obtained at the time of posting
We recommend using a tracked service, as we cannot be responsible for items lost in transit.
Processing Times
Returned parcels may take up to 7 days to reach us. Once received and inspected, store credit or an exchange will be processed within 3 working days. You will receive a confirmation email once this is completed.
Sale & Clearance Items
Clearance sale items cannot be exchanged for non-sale items.
They may be exchanged for another clearance item of equal value, subject to availability.
Faulty or Incorrect Items
If you receive a faulty or incorrect item, please contact us as soon as possible at sales@sugaplum.co.uk. Where a fault or error is confirmed, we will offer a replacement or refund in line with your statutory rights, including reimbursement of reasonable return postage costs.
Privacy
We are committed to protecting your personal data. Please refer to our Privacy Policy for full details on how your information is collected, used, and stored.
Contact Details
For any questions relating to these Terms & Conditions, please contact:
Registered Company Name: SUGAPLUM LIMITED
Registered Address: 22 Aldersmead Avenue, Shirley, Surrey, Croydon, United Kingdom CR0 7SA
Company Number: 13119734
