A Brief Guide
Sugar Spice has two official websites. An official website for domestic customers, and an official website for international customers.
Our website functions by adding your desired items to the cart and proceeding to the payment.
At our checkout page, especially for customers in the United States or in the UK, there are things you need to note. The delivery fee is calculated based on zip codes. We already collected most zip codes of most places; however, if your zip code is noted as "undeliverable", there are two reasons.
- Your address belongs to the undeliverable list. Unfortunately, we will need to ask you to change to another address.
- Your address belongs to our remote area list, which means the place is reachable, but the delivery fee is more expensive.
- Your address can be delivered normally, it is just not in our list yet.
In order to investigate which case your address is in, we suggest sending a request by clicking "Request Deliver Zone". We will reach out to you via email for a solution.
Delivery
Sugar Spice delivers to most countries using different delivery companies, some of our frequently used services are UPS, RoyalMail, PFL, etc.
Some shipping services are not available for certain countries and regions.
Concerning the shipping fees, they are calculated considering the weight and the size of the items, not by the quantity of items because each one weighs differently. The minimum fee is applied for a 1 kg~2.2 lb.
Please note that delivery fees change over time and items are kept only after we have received your payment.
All delivery information must be written in English.
Please note your delivery address as detailed as possible.
After multiple times of failed delivery attempts, we will send an e-mail for inform. If there is still no successful delivery, the order will be returned and there will be no refund.
Please note that due to customs procedures in each country, some orders may experience longer than usual shipping times. On very rare occasions, packages may also be lost. If this happens, we will provide compensation for any eligible order within three months from the original shipping date.
Payments
We accept PayPal and Visa as our main payments.
If these options do not work, we also accept Visa payments via trusted apps, such as Remitly, Revolut, etc.
Accepted currency
Sugar Spice accepts USD as our main currency.
We also accept VND if you are purchasing from Vietnam, please contact us for help.
Note
We do not accept cancelation.
A placed order can only be changed if you wish to add any items.
As delivery fees change over time, we might contact for a delivery fee adjustment if there is one.
Please make sure to check all your items and information from your order before proceeding with your final payment.
Refunds
All orders are cared for and packed with love, in the unlikely event that you receive a defective or incorrectly shipped item, please contact our customer service within 7 days of receiving the item and follow the instructions.
Our delivery is a one-way process, therefore, we do not accept exchanges.
Return refusals
- For the customer's own reason (size does not fit, color is different from the image, etc.)
- Discounted items
- Items that were washed incorrectly (based on our instructions)
- Items that have been used once or washed
- Items without tags
- Items that have been stained, scratched, or repaired by the customer
- Underwear items
Sizes
Our sizing is usually made with the same specifications. For example, tops are made based on bust and waist measurements. Skirts are made based on waist and hip measurements. It is best to pick a size based on the same information.
We do not consult sizes with height or weight because of the inaccuracy of each person’s body shape.
Sometimes our sizes might be different based on materials or size updates over time, make sure to see the size charts before purchasing.
Materials
Most of Sugar Spice’s products are made from 100% cotton or cotton-blended fabrics. To preserve their quality, we strongly recommend hand washing, especially for pure cotton items. If you prefer machine washing, please use a laundry bag and select the delicate cycle.
We also incorporate functional fabrics such as polyester, spandex, rib, etc. in certain designs.
Please always follow the washing instructions on the garment tag to ensure your items last longer and maintain their beauty.
Restocking
Sugar Spice intends to create limited products so most items will not be restocked.
The same with our material sources, some products have rare materials so they can only be made with a small size range.
Some products that come with unlimited materials can be requested with size customs. Please contact us for more information.
Packing
All orders are hand-inspected at least two times before being packed in boxes. The pieces are packed nicely in fabric bags, which can be reused for other purposes.
Orders passing customs might be requested to be opened for investigation. Therefore, the packages might not be as well-packed as we prepared.
Freebies
Gifting is our love language ♥︎
Some products might come with free items, such as pads, buttons, and safety shorts. Make sure to read each product description.
We usually have freebies come with every order. The freebies change over time.
For further help, we appreciate you reaching out to our e-mail sugarspice.vn@gmail.com, or our Instagram @sugarspice.vn.