Delivery
Most jewellery orders are dispatched same or next day and all orders are tracked and/or will require a signature upon delivery. Delivery times will vary depending on where you live and which postal option you choose*.
UK Mainland & Non-Mainland:
- Recorded Delivery (First Class) - within 1-7 days after dispatch.
- Special Delivery - next working day after dispatch, by 1pm.
- Special Delivery by 9am - next working day after dispatch, by 9am.
- Saturday Delivery - delivered on Saturday!
- Saturday Delivery by 9am - delivered on Saturday by 9am
For guaranteed Saturday Delivery jewellery orders should be placed by 9pm on the Thursday before delivery is desired. If the order is placed after this time, we will not be able to guarantee delivery on the desired date, however, we will usually contact you in good time if this is the case and find out your preferred options. Very rarely we may disable one or more of these shipping options if we know we will not be able to meet demands.
EU & International Orders:
- Airsure/International Signed For - within 5-10 days of dispatch
- Contact us for faster options not listed.
Delivery times are estimated and are not guaranteed, however, we will do our utmost to ensure goods are delivered within the stated time.
We shall not be liable for delays or failures in delivery caused by a failure to gain access to the delivery address on the agreed delivery date or failure to obtain a signature or because of other circumstances beyond our reasonable control.
In cases of items returned to us due to failed delivery it will be the customers responsibility to arrange and pay for redelivery.
*If an item is needed urgently (for a birthday or wedding present etc), please contact us before placing your order and we will do our best to meet your demands or, at the very least, let you know whether or not we can!
Returns
Under the distance selling regulations you have the legal right to cancel your order within 7 working days of receipt of the goods. This right applies to all goods purchased on this website except for products marked (*) and any pierced products, such as earrings; these are excluded because of current Health & Hygiene Regulations.
Sugarpuss London is committed to providing customers with high quality products and customer service. However, in the event that products are found to be faulty, please refer to our returns policy outlined below. Please understand that it is our commitment to you to ensure that products received are of the highest possible standard.
If you are unhappy with any standard items ordered through our website, please contact info@sugarpusslondon.com and ask for a returns number. You should then write that returns number clearly on your original invoice. Please send the goods to be returned in their original packaging to the address below within 14 days of receipt.
Returns Address **Please note this has recently changed**
Sugarpuss London (Returns)
Kemp House
152-160 City Road
London
EC1V 2NX
We strongly advise that when returning products you package and label them properly so that they are not lost or damaged in transit. We recommend that you insure the items to be returned and also retain some proof of postage in the event that the products go missing, as products remain your responsibility and property until we receive them.
Please note that Royal Mail 1st class Recorded Delivery no longer provides insurance for jewellery items. At the time of writing, Royal Mail Special Delivery insures jewellery items up to £1000, so we recommend you use this service or -for those ordering from abroad - a service that provides equal or adequate cover.
We are unable to provide refunds on either standard, handmade to order, or bespoke products unless they are returned to us in their original condition. We cannot be held accountable for damage incurred after receipt.
Handmade to order and bespoke products: these items cannot be returned unless there is a defect in the product.
It is now Sugarpuss London's policy to photograph all items in their packaging at time of dispatch, so that we have a record of their undamaged status. If the exterior packaging of your parcel looks damaged in any way shape or form, do not sign for your package. Acceptance of your package denotes acceptance that it was undamaged at receipt. We take great care with our packaging and if the box is intact your jewellery should be intact. Fragile areas are always protected with tissue paper. If you return an item to us that is broken or smashed we will refer to both our photograph at dispatch and to whether you signed for the parcel. Repairs can always be made to an item, but whether there is a charge or not will be at our discretion. Again, we cannot be held accountable for damage incurred after receipt.
