Delivery, Returns & Refunds

DELIVERY

Delivery is a fixed price of £1.95 regardless of the value or size of the order.

At Sugarplum Moon we believe this is a fair price and is a lot cheaper than the average P&P costs that numerous online retailers charge.

Sugarplum Moon do not charge for packaging so it is only ever the postage you are paying for.

Yes we do, free shipping is available with a minimum spend of £15.

Sugarplum Moon offer a standard tracked & signed for delivery service, depending on the size of your order, it will be shipped either via Evri or Royal Mail. 

You will receive a delivery notification with tracking details to the email address provided during checkout, so you can conveniently follow your parcels journey.

Upon receipt of cleared payment, Sugarplum Moon aim to prepare and dispatch your order within 24 hours. If an order is placed before 2 pm, we will dispatch your order the same working day.

Sugarplum Moon aim to have your order delivered within 4 to 5 working days from dispatch, though we kindly ask you to allow a maximum of 4 to 6 working days to receive your parcel(s).

You can track your order at all times after dispatch, so you can follow your parcels journey.

*NOTE: Couriers do not consider a parcel to be lost unless it has been a minimum of 10 days since your order was dispatched, therefore please contact us via the website if this is the case and we shall personally investigate the matter for you.

Please also kindly give allowances for Special Ocassions, Public Holidays and for orders placed over the weekends.

Upon dispatch of you order, a confirmation email will be sent to the email address provided at the checkout, within this email there will be a tracking number, just click the link to track your parcel.

If you think you wont be home when your parcel may arrive, you can leave a note at the checkout.

There will be a blank box titled "special requests" it is here you can leave any details regarding the delivery of your order.

Please note after dispatch it won't be possible to make any such requests and Royal Mail will not leave signed for items with a neighbour.

Currently Sugarplum Moon only ship within the UK and Northern Ireland.

RETURNS

Customers have 28 days from purchase to return any unwanted goods.

Please kindly ensure you notify us first before posting back goods.

If you wish to initate a return, please contact us via email at [email protected] or via our contact us form which can be found below.

From this point we will issue you with instructions to return your item(s)

Yes, some items are excluded due to hygiene reasons and in compliance with regulations, these items include but are not limited to, earrings, unless faulty and bath & body products that have been opened.

Regrettably as a small business the expense of any returns is at the cost of the customer, as per our terms and conditions.

Exceptions are only made to damaged and/or faulty items, whereby photo proof would need to be received.

Sugarplum Moon also carefully package and throughly check all products for quality before dispatch to reduce such risks.

If in the event of returning an item which has been received damaged or faulty, please contact us to raise your query via our website, using the "Contact Us" form.

An email will be requested with a photo of the damaged or faulty item, which will need to be sent directly to us @ [email protected]

Damaged or faulty items will be refunded via the original payment method, along with the return postage costs, which will intially be paid for by the customer, within 5 working days of receipt of the returned goods.

*NOTE: Any Items damaged due to carelessness or misuse will not be accepted.

REFUNDS

Once your return is received we will notify you by email to confirm we have received your item(s).

We will then check any returned goods to ensure they meet the guidelines of our returns process.

Approved returns will be processed within 2 working days of receipt of goods and the refund amount will be for the product price paid for the item(s) returned.

This does not include any shipping or return postage fees, as these are paid for at the customers expense, unless an item has been reported to be damaged or faulty, whereby the returned postage fee will be refunded only along with the product price paid for the returned item(s).

Once actioned, refunds should be received within 7 days of receipt of the returned item(s) and credit will automatically be applied to your original payment method.

Please kindly allow a period of 7 days before contacting us to check if the return has been processed. 

The length of time it takes for you to receive your funds after it has been processed by us depends on your payment facility.

Paypal generally refund within 3 working days, other card payment providers may differ.