Refunds & Returns Policy

If you encounter any issues with your package (such as wrong item received, defective item), please do NOT throw away the outer package/mailer (the one with your name and address in it) and the tags. They are essential for verification purposes. 📦

1. Order Cancellation

  • Orders can be canceled within 24 hours of placing the order. To cancel, please contact us as soon as possible. After 24 hours, cancellations will no longer be accepted.
  • Request an order cancellation here. Please include your Order Number (SP#####).

2. Return Eligibility

  • We accept returns within 48 hours after the package is delivered.
  • The item must be returned (with tracking code provided) within 7 days after the return process is initiated.
  • Items must be in their original condition, unworn, unwashed, unaltered, and unused.
  • Non-Returnable Items:
    • Clearance or promotional items.
    • Lingerie, swimwear, stockings/socks. These items cannot be resold for hygiene reasons.
    • Pre-order items, customized products, and handmade products. These are made-to-order items and we do not keep them in stock. Products falling under this category will be clearly marked in the product description.
  • Request a return here. Please include your Order Number (SP#####).

3. Brand Tags

  • We sell items that match the advertised pictures.
  • We are not responsible if the brand tag is not to your liking.
  • We guarantee quality and appearance as advertised.

4. Shipping Costs

  • Customers are responsible for both the initial and return shipping fees.
  • We reserve the right to refuse a refund if the returned product is altered or used.

5. Refund Options

  • 100% full refund as store credit.
  • 90% refund to your original payment method (10% is not refunded, as they will cover the bank's processing fees).

6. Returned Packages & Reshipping Policy

  • If a package is returned due to reasons outside our control—such as an incorrect address, unpaid customs fees, or failure to pick up in time—we are unable to offer a refund. This is because the initial shipping cost has already been paid to the carrier, and in many cases, the order includes handmade or pre-order items made specifically for you.
  • We are happy to resend the package. However, a reshipping fee will apply to cover the cost of sending it again.
  • We kindly ask for your understanding, as we do our best to process and fulfill each order with care.

Contact us at sugarplumstoreofficial@gmail.com for any questions or concerns. We will do our best to assist you and address your concerns.