Do I need to register before placing an order?
You are not obliged to register before placing an order. In other words, you can check out with a customer account or as a guest.
How do I register?
Click “Log in” at the top right corner of our website. You can register with Facebook, Google+, or your email account.
What if I forget my login password?
Click the “Reset your password” at the Log in page, fill in your email then we’ll send a new password to your email.
How can I change my account password?
You can change your password after you login your account.
How do I unsubscribe from your email newsletter?
You can click “Unsubscribe” at the bottom of every received newsletter email.
Ordering & Payment
Can I remove item from the shopping cart?
Yes, if the order is not placed, you can remove the item from the shopping cart. But once you have placed the order, you can’t delete any item from the order.
What happens if my item is out of stock?
For our popular item, it might go out of stock quickly. We will try our best to ensure the items displaying on our site will be available to our customers.
The out-of-stock items will be automatically refunded once your order is processed.
Can you custom make the item(s)?
Sorry that we don't provide custom-made service at this time.
If I want to change information (such as color, size, shipping address, shipping method) of a paid order, what can I do?
We can only change those information for you if the order is not shipped out. Therefore , please be more careful to place the order. If there are changes, contact us via firstname.lastname@example.org
What kind of secure payment methods do you accept?
We use PayPal to facilitate our payment process. You can use Credit Cards, Debit Cards and any other payment methods that PayPal supports to complete your order on our website.
How do you secure my payment information?
We do not process any of your payment information. All payment related matters on sugarsummer.com are handled by PayPal.
Why do I get less refund for the item(s) sometimes?
Please be noted if there is a discount for your order, we will refund you the amount with the discount, that means we will refund what you actually pay for each item.
How can I choose the right size?
Please check the detailed measurements in the product description. Sizes of different items differ.
What is free size?
It means there is only one size available for the item. Generally a Medium size fits the majority of customers. It is suggested to check the product details to see the detailed measurements.
Shipping & Delivery
What countries do you ship to?
Now we ship to over 10 countries: United States, United Kingdom, Australia, Germany, France, Canada, Italy, Poland, Mexico and so on. You can find out the detailed countries in the drop-down list of the Country section when you edit shipping address in your account.
Does sugarsummer.com ship to multiple addresses?
We are only able to deliver to one address per order. We suggest that you place a separate order for each destination, if you would like to send your purchases to multiple addresses.
How much is the shipping fees?
It depends on weight and distance. And you can see the exact fees when choosing the shipping method.
Is there any additional fee or tax?
For most of the countries, our customers do not need to pay for importing fee, duties or VAT (Valued Additional Tax). However for some European countries, our customers may need to pay the duties or VAT according to your countries’ levying rules.
Does UPS/DHL require a signature on delivery?
DHL requires signature of receiver, while UPS usually drops package at your yard/front door/porch when your are not home to receive the package.
Do you ship to PO BOXes and APO/FPO/AFP military addresses?
We can only ship to those addresses by standard shipping. If you want to receive the item(s) by expedited shipping, please provide a physical address.
What is the delivery time?
Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.)
Our normal delivery time is 5-7 business days of preparing the orders and plus 10-20 business days of shipping (express shipping (7-10 business days)).
Can you pack my order as a gift?
Sorry we do not provide this service now.
Return & Exchange
What is your return policy?
Online shopping made through sugarsummer.com can be returned or exchanged within 15 days from the delivered date.
Return and Exchange Policy:
- Items can be returned or exchanged within 15 days from the delivered date.
- Items received should be unused, undamaged and in original package with original labels.
- Return shipping fee is paid by the buyer.
-Final sale products, swimwear, lingerie, accessories are not eligible for return or exchange.
How can I return or exchange an order?
Step 1: Please email our customer service representatives at email@example.com to request the exchange/return.
Step 2: After receiving your email with exchange/return request, our customer service representatives will send the exchange/return instructions back to you via email. Please follow the instructions to process the exchange/return.
Step 3: You will receive refund within one week or have an exchange order processed after we receive your package. We'll email you once processing your refund or exchange. FYI: It will take longer time (maybe 1 to 2 weeks depending on which CC company is) to process the refund for the bank if your original payment method is credit card.
If you have any further questions, feel free to email us at firstname.lastname@example.org.
How soon will I receive a refund for my return?
We will process the refund within a week after receiving your return package.
FYI: It will take longer time (maybe 1 to 2 weeks depending on which CC company is) to process the refund for the bank if your original payment method is credit card.
If the item does not fit, what can I do?
Please go to the order detail page to submit a request to us. Our customer service representatives will reply you with further instructions within 24 hours.
If I receive a wrong/damaged/defective item, what should I do ?
Please send email to email@example.com with picture(s) of the wrong/damaged/defective item as well as your order NO. so that we can investigate and take further action to resolve your problem.
What should I do if an item is missing from my order?
Sometimes, your order will be delivered in multiple packages. Please check your order details in your account.
Once all the packages have been delivered but you are still missing items, please contact our customer service representatives at Contact Us page and submit a request to us. Our customer service representatives will help you and get back to you within 24 hours.
What shipping company can I choose for return?
Usually you can use any shipping carriers to ship the parcels back to us . You are supposed to choose the cheaper method like postal shipping, which is best and convenient for both of us.
If you run into any issues, feel free to email us at firstname.lastname@example.org