Customised products are not returnable or refundable under any circumstances unless the item can be proved that it contains a fault upon you receiving the item brand new. Your statutory rights are not affected.

If for any reason you want to send back something you’ve bought from us, you can make use of our simple returns service; simply return it in as new condition within 14-days of receipt, or in accordance with your statutory rights unless the item is personalised (personalised items can not be refunded as we are unable to re-sell/sold on).

It’s important that you return an Advice Note with your returns parcel, as this information will help us to improve our quality control when we examine the returned goods, as well as ensure a swift refund (personalised items can not be refunded as we are unable to re-sell/sold on). Simply write on a piece of paper the item number, your reason for returning and your name, address and customer number (if you have one) and make sure you enclose it with the goods. Supply us with your email address and we will notify you when your goods have been returned to us.


Returns via the Post Office

It is essential that you obtain a proof of posting* from the Post Office.

* Without either a receipt as proof of posting from the Post Office, we won’t be able to credit your personal account if your returned parcel goes missing, so please keep it in a safe place. Your receipt / proof of posting will contain a unique reference number that you should quote if you have a query. Please keep this until your statement shows that your return has been credited.

Returns on Product Promotions

Any return of items bought through a special promotional offer (e.g. 3 for 2 or Buy One Get one Free), has to include all items bought within that deal. If not, we reserve the right not to issue a full refund and you may be charged the full price for any item that you keep.

Your home approval period

We’re certain you’ll be satisfied with all our products and services, but if you’re not completely happy, you can be reassured by our 14-day home approval period (personalised items can not be refunded as we are unable to re-sell/sold on).

You must return any items to us in new condition within 14 days of receipt as after this date we may not accept them, and may send them back to you.

Defective Goods

If anything you order from us fails prematurely due to either defective workmanship or materials we will provide you with an appropriate remedy, which may be repair, replacement or full or partial refund.

Consumer Protection (Distance Selling) Regulations 2000

You have the right to cancel your order for any item apart from items made to your specifications or clearly personalised items which by reason of their nature cannot be returned and/or refunded.

If you wish to exercise your statutory right to cancel, you must notify us in writing within the statutory period and immediately return the items that you do not wish to keep to us at your cost (unless the goods were substitute goods which we selected for you) within 14 days. You must take reasonable care of the goods. If you cancel within the statutory period you may claim a refund of any sum you have paid concerning the goods, less any charges we may make for collecting the goods if you do not return them at your own cost.

Ordering replacement goods

If you want to order a replacement or exchange item you can contact us through our website or call our order line.

Payment methods if ordering new items or a difference in price:

Online with your bank, or by telephone banking

You can make a payment via online banking to:

Sugar Spice UK,

Barclays Bank

Sort Code: 20-29-41,

Account number: 23564754

For your own protection, never send cash through the post.


We are unable to exchange your returns for alternative colours or sizes. Please place a new order and return your unwanted purchase for credit.

Missing Item or Damaged Product Fee

Additional fees will be charged for any product missing the original box, packaging material, contents, accessories, and/or manuals (i.e. any product not in “sellable” condition).

14-Day Return Period

You must request a Return Authorisation number within 14 days of the date of original invoice. Securely package items as we are not responsible for any items lost or damaged in transit.

Customised Products

Customised products are not returnable or refundable under any circumstances unless the item can be proved that it contains a fault upon you receiving the item brand new. Your statutory rights are not affected.

Your satisfaction is guaranteed. If you are not satisfied with your purchase, please contact Customer Care for a Return Authorisation (RA) number within 14 days of receipt of product. Customised product or product that has been damaged/abused may not be returned under any circumstances. For all other products, if the item is returned in the original packaging, we will provide you a refund based on your original method of payment. The product must be returned to us within 30 calendar days of the issuance of the Return Authorisation Number. All products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that was included with the product. Returns that do not meet these conditions may be subject to a restocking fee.

You should check all products you receive against your order. If the products you receive are damaged or incorrectly supplied you must note the details on the delivery documentation and/or inform us (by phone or e-mail) within a reasonable period of time. We may offer to send you a substitute or replacement product but in any case you must return the faulty products to us as soon as possible (and we will cover the cost of return).

You must take reasonable care of any products that you wish to return and not use them. Please return them in the original packaging (if possible) and in the same beautiful, unworn & unwashed condition, along with your proof of purchase. All tags and labels must remain on the items being returned.

If you do not notify us of your intention to cancel your order within the time limit we will not be obliged to refund the original delivery charges for your items and we may request the return of the items by recorded delivery (or other secure delivery), at your cost. We’ll process your refund after the items have been returned to us, as long as we receive them within 21 days of the date that they were delivered to you.

This is not intended to be a full statement of all your rights under the Distance Selling Regulations. For further information about your legal rights contact your local authority Trading Standards department or Citizen’s Advice Bureau.

Promotional Purchases

If the items you wish to return were purchased as part of a promotional offer, we’ll refund the value you originally paid for the item. The value of each item can be found on your order confirmation email and your order note.

Can I return an item I bought as a gift?

Gift items can be returned in the same way as any other order but where we deliver products to a third party in accordance with your order, you will only be able to exercise your cancellation right if you can return the goods to us. Please note that we will credit the refund to the original card used at the time of purchase and the notification of return will be sent to the email address recorded at the time of purchase.

Collection orders are gift wrapped.