Shipping and Returns Policy

What is your Returns Policy?

There is no returns for change of mind, selecting the wrong size or ordering the wrong item. Please be sure to use the available size charts.
Items must be unworn (except to try on for size) and unwashed with all tags still attached (if your item had tags when you received it).
Any items sealed for hygiene reasons can only be returned if the seal is intact.
Beauty products cannot be returned if they are opened and/or used (unless deemed faulty).
Gift cards are non-refundable, non-transferable and cannot be redeemed for cash.
We only offer refunds to the original payment method used to make the order.
You are eligible to return your online Afterpay, and ZipPay orders for a refund or credit voucher, provided the above return conditions have been met.
Returns registered separately cannot be returned as one, even if they are from the same order.
Anything accidentally or incorrectly returned our way (that’s not a Sugar Glow item) will be the responsibility of the sender, not Sugar Glow. We’ll always do our very best to help out, but unfortunately can’t make any promises!

My Order Was Wrong Or Faulty

If any items are received with a manufactured fault, or you received the incorrect item, please email our online team directly at: orders@sugarglow.com.au and be sure to include the following:

Order number.
Style number and size.
Picture of the fault.
Description of the issue.

Order Cancellations

We are very flexible with order cancellation and allow you to cancel the order up to the point when you receive and sign for the goods. However, if we incur costs as a result of the cancellation, we will pass these on to you, so please choose the products carefully and make sure you make use of the available size charts.

Also, please note that all cancellations must be done or confirmed by email. An email requesting cancellation of the order does not constitute cancellation of the order. We must confirm all cancellations in writing.

We have this policy to ensure that if an order has been shipped or is preparing to be shipped, we only cancel orders that have been clearly communicated to be cancelled by the customer.

The following policies apply on order cancellations where the order is cancelled as a result of the customer changing their mind:

Shipping Costs – If you cancel an order that has been shipped but not yet delivered, the shipping cost will not be refunded, as we will not be refunded this cost by the courier. Please note that an order in the status of Processing may have already been shipped but not yet updated on our website.
Restocking Fees – Although unlikely, a 20% re-stocking fee may apply, depending on the reason for the cancellation request.

Refunds

Once your online return is received and approved, refunds can take 3-5 business days to process. Depending on your financial institution your refund may take anywhere between 5-7 days for processing. Refunds will be processed via your original method of payment only.

Orders

Order Acceptance

All orders placed with us will be accepted at our discretion. We reserve the right to decline (i.e. not accept) any order up to such a point that the order has been delivered to you and an invoice for the order has been issued to you.

Automatic confirmation of successful order placement and/or receipt and/or processing of a payment for the order does not constitute acceptance of the order by us. If we decline your order after a payment for the order has been received/processed we will contact you with the details and refund the payment in full.

Product Availability

Our website is updated with up-to-date stock information at least once per day. If our website indicates that an item is in stock, it generally means that it is.

We do however recommend that you contact us about stock availability if you intend to purchase a large quantity of the same item.

Back-Orders

We aim to fill back-orders as quickly as possible with the generally estimated delivery time frame of 3-4 weeks.

Back-Orders can occur when:

You purchase a number of products that is greater than available in stock.
You purchase a product that is listed as “Available on Back-Order”.
You purchase a product that has been sold out and quantity information on the website has not yet been updated since the last website update. Due to the automated side of our procedure, it may not get picked up instantly if you purchase an in-stock item that is put on back-order.

Order Progress

We must receive cleared payment in full for the total value of the order before we will accept and start processing your order.

To track your order, please log in to the website with your account and look at the My Account page. You will be able to see the status of all your orders. We also use the My Account page to display any additional information about your order.

You will also receive emails as your order processes. Please check the order progress regularly and contact us if there are any issues or concerns.

Shipping

Shipping charges apply to all orders placed. Our shipping cost is calculated on the weight, volume and delivery postcode for every order.

Shipping and dispatch times on our website are indicative only. We aim to have all fully paid orders shipped the next business day.

We only use person-to-person delivery services, such as Australia Post (i.e. sign for the delivery) to ensure orders can be tracked all the way through to delivery.

Delivery Times

Australia Post Standard Shipping – Up to 8 business days *metro areas only

Australia Post Express Shipping – Up to 4 business days *metro areas only

Shipments to rural addresses may take longer than expected.

Sugar Glow does not take any responsibility for any delays in shipping, once the items have left our warehouse. You will be provided with AusPost tracking numbers once your order has shipped. Please contact them directly for any assistance on the delivery of your shipments.

Statutory Rights

No part of the Shipping and Returns Policy is intended to limit any rights or remedies customers may have under the Australian Consumer Law (ACL) or equivalent State and Territory legislation.