Customer Care
OUR ONLINE RETURN POLICY
We hope that you are delighted with everything about your purchase from our website. If you do need to return an item just send it back to us within 14 days of receipt & providing it’s in its original condition with tags still attached & any original packaging we’ll refund the product(s) for you.
We're sorry, but we can't offer customers free returns, so returns must be at your own cost. The safe return of goods is your responsibility & we recommend that you return items using a tracked method of delivery & that you obtain a proof of posting certificate.
The following items are excluded from this policy: hats, hair accessories, skin products, earrings & home fragrances.
Please send any returns to:
Sugarplum Boutique
154 Fleet Road
Fleet
Hampshire
GU51 4BE
If you prefer you may personally return items that you ordered from our website to our Store in Fleet, Hampshire, during store opening hours.
OUR STORE RETURN POLICY
Goods bought in store & returned within 14 days of purchase will be eligible for an Exchange only. Proof of purchase is required so please do keep hold of your receipt.
Please note that Sale items cannot be returned or exchanged when bought in store. This Returns Policy does not affect your statutory rights.
How to Return an Online Order
You should be able to make your return in the packet your order originally arrived in. Return the item/items within 14 days of receipt in their original condition & packaging with swing tags intact.
Please send any returns to:
Sugarplum Boutique
154 Fleet Road
Fleet
Hampshire
GU51 4BE
We suggest you send your returns back to us using 1st Class Recorded Delivery to enable you to track your parcel. You are responsible for taking reasonable care & for the safe keeping of items until they are received back by us. Unfortunately we cannot be held responsible for the non-delivery of returned items or the damage to items when they are in transit back to us.
If you prefer you may personally return items that you have ordered from our website to our Store during opening hours.
How to Return an In Store Purchase
Goods bought in store & returned within 14 days of purchase will be eligible for an exchange only. Proof of purchase is required so please do keep hold of your receipt.
Please note that Sale items cannot be returned or exchanged when bought in store.
This Returns Policy does not affect your statutory rights.
Online Exchanges
If you would like to exchange an item you have bought for a different colour or style please complete a new order & return the original item for a refund within 14 days of receipt.
Store Exchanges
Please return the item you bought in store within 14 days of purchase for an exchange.
Online Sale
Unwanted sale items bought online can be returned within 14 days of receipt using the same guidelines as a full priced item.
In-Store Sale
We do not accept returns or exchanges on sale items purchased in-store.
Online Late Returns
Your unwanted Items should be returned to us within 14 days after receipt of delivery. Orders returned outside of this timeframe will unfortunately be returned to you if ordered online & for in store we will be unable to accept your items.
Store Late Returns
Your unwanted Items should be returned to us within 14 days of purchase. We are unable to accept items returned after 14 days.
Online Faulty Items
We’re sorry that you have received a faulty item. Please contact our Sugarplum Team on 01252 544618 or email info@sugarplumonline.co.uk & we will arrange for a replacement to be held until we receive the faulty item back. All reasonable postage costs incurred to return the faulty item will be refunded to you & the postage cost to send out the replacement item will be free of charge.
If you require the replacement item quickly you will need to place a new order on our website. We will refund the cost of the original order including any postage costs when we have received your faulty item back.
In-Store Faulty Items
We’re sorry that your item is faulty. Just pop your faulty item back to the store & we will arrange an exchange or refund for you. If you require a replacement please contact our Sugarplum Team on 01252 544618 or email info@sugarplumonline.co.uk & we will arrange for a replacement to be held until you return the faulty item.
We are sorry that you have received an incorrect order. Please contact our Sugarplum Team on 01252 544618 or email info@sugarplumonline.co.uk & we will arrange for the correct item to be held until we receive the incorrect item back. All reasonable postage costs incurred to return the incorrect item will be refunded to you & the postage cost to send out the correct item will be free of charge.
If you require the replacement item quickly you will need to place a new order on our website. We will refund the cost of the original order including any postage costs when we have received the incorrect item back
As soon as we have received your returned items we will process a refund to your account usually within 5 working days. Refunds will be issued to your original payment method. For help and advice please contact our Sugarplum Team on 01252 544618 or email info@sugarplumonline.co.uk