Delivery, Returns & Refunds.

Delivery.

Sugarplum Moon endeavour to prepare all orders as quickly as possible to maintain our friendly and efficient service, therefore it is important to us that upon receipt of payment we aim to prepare and dispatch all orders within 24 hours, unless you have placed your order before 2 pm, whereby your order will be dispatched the same working day.

All orders are sent via a secure tracking service, if you would like to follow the whereabouts of your order after dispatch, please kindly provide your email address when checking out. 

Sugarplum Moon aim to deliver 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).

*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.

UK delivery is priced at £2.95 which is a standard rate, you can also however receive free delivery with a purchase of £19.99 or more.

Please retain any order confirmation emails as a proof of purchase, as we do not print off paper copies due to maintaining an eco-conscious ethos.

Returns.

Sugarplum Moon is committed to providing customer care as you would expect it to be, within our service and our products.

We thoroughly inspect and safely store all our products upon carrier receipt and package them with care when ready to ship to our customers, this ensures that you receive your items in a new and excellent condition.

We understand that things can go wrong from time to time, or that you may have had a change of heart, that's why Sugarplum Moon make it straightforward and efficient when wishing to return an item and you have upto 28 days from purchase to return any unwanted 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.

Please kindly notify us of any returns within 5 working days of receipt, along with your order number and we shall send an email with instructions for returning your item(s).

Please ensure you notify us first before posting back goods as some items are excluded due to hygiene reasons and in compliance with regulations, these include but are not limited to, earrings, unless faulty and bath & body products that have been opened.

The expense of any returns is at the cost of the customer, as per our terms and conditions, unless an item is received damaged or faulty, whereby the cost of returing the item will be refunded via your original payment method, once the item(s) have been received back to us.

If in the event of returning a received damaged or faulty item, please contact us to raise your query via our website, using the "Contact Us" button, whereby an email will then be requested with a photo of the damaged or faulty item to be sent directly to us @ [email protected]

*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 refunds will then be processed within 4 working days of receipt and the refund will be for the product price paid for the item(s) returned, this does not include any postage fees, as these are paid at the customers expense, unless an item has been reported to be damaged or faulty.

Once actioned refunds should be received within 7 days of receipt of the item 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.

Contact Us

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