Please read through our returns policy carefully as you are agreeing to this when you make a purchase with us.

  • All return requests must be initiated within 14 days of receiving your order.
  • Items must be in its original sellable condition ie. it is unworn, unwashed, unmarked and has all tags attached.
  • Items must be free of any fake tan, makeup, smell of perfume or deodorant marks on it.
  • You will be responsible for covering the shipping costs to return your item(s). Shipping charges of return package must be prepaid.
  • Accessories, lingerie, makeup, clearance cannot be returned.
  • Under the case of customers's liability, shipping costs are unable to return or reimburse once your order has been shipped. 
  • Customers's liability: Any delay or stuck caused by putting the wrong or incomplete shipping infomation and not responding to our verification emails in time, Change of mind including instances where a style didn't suit you or did not fit how you wanted or expected it to, Order the wrong size ,color or items.
  • Damaged, faulty, or incorrect items must be reported within 2 business days of receipt.

HOW TO RETURN AN ITEM

      1. Head to the Contact Us page.

      2. Please include your order number and the item you wish to return and ensure that the item you are returning is eligible for return.

      3. Our returns team will then provide you with a Returns Authorisation Number (RA#) and returns form with details on how to return your item to us.

    please noted:If parcels are received without an RA#, your return will not be processed.

    RETURN POSTAGE

    You will need to cover the cost of your return back to us. We recommend using a tracked method of postage to ensure it reaches us safely as we are not responsible for lost, stolen or undelivered parcels.

    REFUND

    Please allow up to 15 working days for your returned parcel to be received. We’ll send you an email as soon as your return has been processed at our Warehouse.

    Refunds take 3-8 working days (if paid by credit card) to reach your account, or in a few minutes to your PayPal.

    • There will be an additional 5.5% refund processing fee charged by 2Checkout if you purchased the product directly with a credit card. (This cost will not be charged if paid by PayPal. We'll cover the fee if the refund is caused by our fault.)
    • If an item is returned back to us due to an incorrect address you put, there will be a $5.00 restocking fee per item.
    • All the cost will be deducted from the refund amount.

    If you haven't heard from us after 20 working days of sending your parcel back to us, get in touch below with your proof of return and we will check this out for you.

     

    FAULTY OR INCORRECT ITEMS

    If you believe an item you've purchased from us is faulty, contact us within 48 hours of receipt at customercare@sugarandvapor.com with clear photos of the fault and as many details as you can provide, and we will assist you from there with an outcome.

    If you have received an incorrect item, your order will be amended at no cost to you. Please contact us with a photo of the item and its tag (detailing sku and product name) and we will endeavour to get the correct item to you within a normal or express timeframe. If the item is out of stock we will of course refund you for this item.