Refund policy
At SUGARPOLLY, we want you to love every piece you receive. If your order is not quite right, our customer care team is here to help and will do our best to provide a smooth solution.
Return Window
We accept return requests within 30 days after your order has been delivered.
To start a return, please contact us first at:
Please include your order number, the item you would like to return, and the reason for your request.
Return Eligibility
To be eligible for a return, items must be:
- Unworn, unused, and in original condition
- Free from stains, perfume, makeup, deodorant marks, or signs of wear
- Not washed, altered, or damaged after delivery
- Approved by our customer service team before being sent back
Please do not send any items back without contacting us first. Returns sent without prior approval may not be accepted.
Non-Returnable Items
For hygiene and quality reasons, the following items are not eligible for return:
- Final sale items
- Gift cards
- Intimates, swimwear, bodysuits, or accessories
- Items that have been worn, washed, altered, or damaged
- Items returned without prior approval
Damaged, Incorrect, or Defective Items
If you received a damaged, defective, or incorrect item, please contact us within 7 days of delivery at:
Please include your order number and clear photos of the item and packaging. Our team will review the issue and provide the best solution.
Return Shipping
Customers are responsible for return shipping costs unless the item received was incorrect, defective, or damaged due to our error.
We recommend using a trackable shipping service, as SUGARPOLLY is not responsible for returns that are lost in transit.
Refunds
Once your return is received and inspected, we will notify you by email. If your return is approved, your refund will be issued to the original payment method.
Please allow 5–10 business days for the refund to appear on your bank or card statement after it has been processed. Processing times may vary depending on your payment provider.
Original shipping fees are non-refundable unless the return is due to our error.
Exchanges
At this time, we recommend placing a new order for the size, color, or style you would like. Once your approved return is received and processed, a refund will be issued according to this policy.
Order Changes & Cancellations
If you need to change or cancel your order, please contact us as soon as possible at:
Once an order has been processed, packed, or shipped, we may no longer be able to make changes or cancel the order.
Contact Information
For return requests or order support, please contact us:
SUGARPOLLY
Email: hello@sugarpolly.com
Business Address:
1000 Brickell Ave, Suite 715
Miami, FL 33131
United States
Please note: This is not a return address.
Returns must be approved by our customer support team before being sent back.
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