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Getting you into that perfect fit is our main priority, so when it comes to returning your products, we’ve made it as simple as possible for you to do so.
Here are the things you need to know:
- You have 45 days from the time of purchase to return your items.
- All items are required to be returned in their original unworn condition, with their garment tags and labels in place.
- Shipping costs, Duties or Surcharges are non-refundable.
- We don’t offer exchanges, however you’re more than welcome to return your items and repurchase in a different size. If you purchased during an offer or sale period, we will honour your purchase price, simply reach out to customer service.
Returns will not be accepted for the following:
- Any worn, damaged or garments missing tags.
- Items purchased through third-party sites such as Amazon. Only those purchased directly from us through this website will be accepted.
- Last Chance items, unless deemed faulty, cannot be returned for a refund.
- Purchases made using gift vouchers can be returned, and the refunded amount will be added back onto your gift voucher.
Important: Sugar Candy reserves the right to approve or reject any returned items in our sole and absolute discretion if they do not meet our specified Return Policy requirements. If rejected, your product(s) will be returned to you at your own cost.
The Return process:
- Please advise us of your return, via our ‘Easy Returns Form’ prior to sending. A ‘Returns Confirmation’ will be available to print (or you can hand write) on completion of the process, which you should include with your package.
- You’ll need to cover the cost of return postage to send the products back to us for a refund.
- Should you be returning your products and reordering in a different size, the same shipping fee as your original order will apply again.
Note: We recommend using a track & trace service when sending in your returns. This will guarantee receipt and ensure your exchange/refund is processed quickly. Please note that we cannot provide exchanges or refunds for returns we don't receive.
We do request that you cover the cost of return postage when sending your products back to us for a refund. This cost varies per region, and can be found below.
€7,50: The Netherlands, Belgium, Luxembourg & Germany
€12,50: France & Austria
€15,00: Denmark, Ireland, Italy, Spain, Sweden, Poland & Slovakia
€20,00: Estonia, Finland, Hungary, Latvia, Lithuania, Portugal & Czechia
€25,00: Bulgaria, Romania, Croatia, Cyprus, Malta, Slovenia, Greece, Norway & Switzerland
€30,00: Canary islands, Greenland, Curacao, Aruba and other Outermost regions and Overseas countries- and territories of the EU
You have 45 days from the date of purchase to return your unworn, unwashed & undamaged products with their garment tags in place. We extended our returns period to 45 days because we understand that you're super busy—so this allows you to try everything on in the comfort of your own home and more importantly, in your own time. Please keep in mind that our returns policy must still be followed to ensure you remain eligible for a return.
You will receive your refund within 3-4 working days from the time your return is received and checked by the warehouse it was returned to, provided the products are in their original condition as detailed in our return policy when they are assessed.
To avoid delay in processing your refund, please make sure you include a copy of the returns confirmation or a hand-written note of the order number with your package.
We recommend using a track & trace service when sending in your returns. This will guarantee receipt and ensure your refund is processed quickly.
We cannot provide refunds for returns we don't receive.
We will replace any products with a manufacturer’s defect, so long as it has been purchased through our online store. This is a rare occurrence but in the event you have received a faulty product please retain the product as our team will require photos to show the defect before a replacement or refund can be sent.
Please contact us email@example.com if you have any defective items.
Returns cannot be modified or cancelled once submitted online.
You will have to contact us at firstname.lastname@example.org to make any changes to your returns after it has been submitted.
After you register your return via our Return Portal, the system will prompt you to download your ‘Returns Confirmation’, that is to be physically included with your return. If you miss this, the ‘Returns Confirmation’ is sent as an attachment, in the return email you will receive.
Products purchased during a sale are eligible for a refund. If you require a different size and the sale has now ended, feel free to reach out to customer service when reordering.
While we don’t offer exchanges, getting you in your perfect Sugar size is still our top priority! You are welcome to return your ill-fitting items (as long as they meet our return requirements) and then reorder your items in a different size.
Doing it in this manner ensures you get into your new size faster, as you don’t have to wait for us to receive your returned items before we dispatch the new ones! We’ll simply pick and pack them just like any new order, while your return makes its way back to us.
No worries! If you purchased your items when they were discounted and they’re back to full price when you’re reordering, we’d be more than happy to honour the original purchase price. Simply get in touch with customer service once you’ve returned your original items and are ready to reorder. We’ll create a unique code just for you!
Pure Comfort BV
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