Frequently Asked Questions

You are not required to create an account to shop with us, however creating an account does improve your shopping experience and will allow you to do the following:

  • View past order history
  • View order status
  • Print orders
  • Update your email address
  • Update your password
  • Store and manage your address book

Once an order has been placed you will receive a confirmation email to the designated email address provided by you to us, this email confirms your order has successfully been placed and outlines details of your order, including items purchased, order value and the delivery address details you provided.

We use a tracked delivery service as standard, to be able to track your order(s) an email address must be provided at checkout so we can send you the tracking link.

All orders are processed within 12 hours upon receipt of cleared payment, if an order is placed before 2 pm, the order will be processed and dispatched the same working day, subject to stock availability.

If you placed your order by 2pm your order will be prepared and dispatched the same working day.  All orders after 2 pm will be dispatched the next available working day, this does not include weekends, bank holidays or special occassions and is subject to Monday to Friday only.

Delivery is £2.95 and is a Standard Tracked Delivery Service.

Free shipping is also available for UK orders £19.99 or more.

We aim for the delivery of orders to be with you within 4 to 5 working days of order placement, depending on wether your order was placed before 2pm or not, can determine how quickly your order is ready for dispatch.  

We kindly ask all our customers to make allowances for orders placed during the weekend, public holidays and special occassions.

We accept payment from all major credit and debit cards via Stripe or Paypal. Klarna is also available which offers the option to pay in installments or within 30 days*. 

*You can find out more about Klarna by visiting our dedicated Klarna page, you can find the link situated within the footer of the website. 

Yes totally! We do our upmost to ensure your details are kept safe and are also registered members of the governing body, The ICO, (Information Commissioners Office) you can find out more information about the ICO at https://ico.org.uk, you can also view our Privacy Policy for more information regarding how we keep your details secure and also look at our security section for tips on keeping safe online.

We aim to process and dispatch all orders received as soon as possisble, this ensures we can continue to deliver a speedy and efficient service, therefore it would be highly unlikely to assist with the additions of further items to an existing order, once an order has been made.

We kindly ask our customers to make sure that they have all the items they would like to purchase in their basket at that given time, before continuing to the checkout.

Some of our products are limited or have a low stock value, so from time to time some of the products we offer will either change, become sold out, discontinued or out of stock.

Therefore availabilty of certain products is not always guaranteed, this can be due to season, popularity, demand and discontinued stock.

We hope that you will love your items just as much as we do! but If whatever reason you are not content with your purchase(s), please kindly inform us via the "Get in touch" tab within 5 days after receipt to arrange a return. Returned items must be in the original condition, packaging, resellable and unopened, unless the item is received damaged or faulty.

After a return has been intitated you then have 28 days to return the item back to us, for more information on returns and refunds please view our delivery and returns policy.

There are some exceptions for hygiene purposes, these include earrings and all of our bath products, so when wishing to purchase these items, please kindly ensure you have read all product descriptions throughly, before committing to buy.

Yes it can, just enter your chosen addresses in the specific boxes upon checkout.

For security and privacy reasons we only accept orders online.

If your using your credit card for the first time please ensure that you have registered your card with the card issuer upon receipt  as it may need activating before you can make any purchases.

We do our upmost to ensure that our product images, measurements and descriptions match those of the individual product(s), although we must advise that naturally due to photography, lighting, specific screens, resolutions and depnding upon the device you are using, PC, Laptop, Mobile or Tablet, images and/or colours may appear slightly different upon receipt of the actual product, though this is a disclaimer and it is not highly likely, as we do endeavour to showcase our products as accurately as possible, via our images and/or product descriptions.

At Sugarplum Moon, we want you to enjoy your purchase(s), which is why we ensure that we have sourced and offer the best choice of products for our customers, by providing a range of products that are of high quality and are supplied from reputable sellers.

We understand that from time to time things can go wrong, therefore it is imperative that when buying products from our store, please kindly read and check the product descriptions for any ingredients, materials or information that may not only be relevant to you but may also be useful in helping you decide on wether a particular product is suitable, for either your own use or that of a recipient.

It is also the customers responsibilty to ensure that care has been taken when reading descriptions, product ingredients and/or gathering information about a product that we sell.

Sugarplum Moon will not be held liable for any product mis-use, injury or allergic reaction, caused where negligence or ignorance of following the above is evident.