FAQ

Payment

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express. We only take payment once your order is confirmed and ready to be shipped. We also accept payment by PayPal or Amazon Pay. If you decide to use either of these two methods, you’ll be taken to either the PayPal or Amazon Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Ordering

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://www.sugarboxuk.com/register and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at info@ sugarboxuk.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via info@sugarboxuk.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel.

We’ll always contact you to offer an alternative product and/or process a refund before cancelling your order. We will allow a 48hour period to hear back from you and if not a cancellation and full refund will be processed.

Please accept our apologies if your order is canceled because of a problem at our end. 

Shipping

How much is shipping?

Shipping costs depend on the items you’ve ordered and the location where it’s being delivered.

If your order value is more than £60, we provide free shipping within the UK Mainland. (This excludes, Northern Ireland, The Scottish Highlands and Islands, The Channel Islands, The Isle of Man, The Isle of White and Ireland.)

What countries do you ship to?

We currently only ship withing the UK and Ireland. 

We are looking at expanding our delivery across Europe shortly. If you have a specific request please get in touch at info@sugarboxuk.com and we will do our best to help 

Can I track my order?

This depends on the shipping service you have chosen. 

The Royal Mail service we use only allow us to see when a delivery has been made, or attempted. Therefore we cannot see the physical location of your parcel during delivery.

You will recieve a Royal Mail tracking number but this will only get updated once a delivery has been made or attempted. It allows us to track the delivery location to ensure your order arrives to your address. 

 

When will I receive my order?

We usually aim to process your order and get it ready to be sent out within 48hours 

All orders will be delivered within three to ten days, depending on your preferred shipping method. 

During our busiest times of the year (e.g. Black Friday and Christmas), dispatch times will be much longer than usual - up to 10 working days. When we have a backlog of orders, we will display the most current information regarding delays in a banner at the top of the website. Please refer to this for the most up-to-date information.

 

Some example delivery schedules are as follows:
Royal Mail Tracked 48
Order dispatched on Monday -> Out for delivery Wednesday
Order dispatched on Thursday ->Out for delivery Monday
Order dispatched on Friday ->Out for delivery Tuesday

Courier Service
Order dispatched on Monday -> Out for delivery Tuesday
Order dispatched on Thursday ->Out for delivery Friday
Order dispatched on Friday ->Out for delivery Monday

 

 

Returns

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via info@sugarboxuk.com with the details. We’ll respond within 48 hours. 

General

Do you sell gift vouchers?

Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher instead for the value of £5, £10, £20, £25, £40, £50, £75 or £100. 

Our gift cards are for use online only and cannot be redeemed in our phsyical locations. 

Product Recommendations

Looking for something you can't see? 

Email us at info@sugarboxuk.com and we will see if we can source it for you

Do you sell wholesale?

We do not currently offer wholesale