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WHAT THE FAQ

WHAT THE FAQ

Returns
I’d like to return my item(s)? What is your return policy? What is Extended 45 day returns? What does easy return mean? How long will it take for my refund to be processed? What do I do if my product is defective? Can I modify or cancel a return once submitted? What address do I send my return to? Can I return sale products? Why don’t you offer exchanges? What if I purchased my items during a sale/offer that has now ended? I purchased Last Chance item/s in the wrong size! Can I return them?
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What is your return policy?

Getting you into that perfect fit is our main priority, so when it comes to returning your products, we’ve made it as simple as possible for you to do so.

Here are the things you need to know:

  • You have 45 days from the time of purchase to return your items.
  • All items are required to be returned in their original unworn condition, with their garment tags and labels in place.
  • Shipping costs, Duties or Surcharges are non-refundable.
  • We don’t offer exchanges, however you’re more than welcome to return your items and repurchase in a different size. If you purchased during an offer or sale period, we will honour your purchase price, simply reach out to customer service.

Returns will not be accepted for the following:

  • Any worn, damaged or garments missing tags.
  • Items purchased through third-party sites such as Amazon. Only those purchased directly from us through this website will be accepted.
  • Last Chance items, unless deemed faulty, cannot be returned for a refund.
  • Purchases made using gift vouchers can be returned, and the refunded amount will be added back onto your gift voucher.

Important: Sugar Candy reserves the right to approve or reject any returned items in our sole and absolute discretion if they do not meet our specified Return Policy requirements. If rejected, your product(s) will be returned to you at your own cost.

The Return process:

  • Please advise us of your return, via our ‘Easy Returns Form’ prior to sending. A ‘Returns Confirmation’ will be available to print (or you can hand write) on completion of the process, which you should include with your package.
  • We have warehouses based in Australia, the US (California) & the UK. Depending on the region you are from, the system will determine the warehouse to send your parcel back to.
  • You’ll need to cover the cost of return postage to send the products back to us for a refund. 
  • Should you be returning your products and reordering in a different size, the same shipping fee as your original order will apply again.

Note: We recommend using a track & trace service when sending in your returns. This will guarantee receipt and ensure your exchange/refund is processed quickly. Please note that we cannot provide exchanges or refunds for returns we don't receive.

FAQs About Fitting Eco Shipping Care Contact us General Q’s Sale Details
Need help?
Still got questions?
Our support team is on hand
9am - 5pm AEST
mail iconsupport@sugarcandybra.com