Shipping methods

  1. Shipping and Delivery

5.1. The Products will be delivered to the address indicated by the Customer. The maximum delivery period is 30 days from Order confirmation, except in cases of force majeure; the delivery times indicated on the Website are purely indicative.

5.2. The Company will process confirmed Orders from Monday to Friday, and the Company reserves the right to ship the Products the day after receipt of the Order; for Orders submitted by the Customer after 11.00 a.m. on Friday, the Products will be shipped the following Monday.

5.3. In the event of a significant delay in delivery attributable solely to the Company, the Customer is entitled to withdraw from the Contract and obtain a refund within 14 days.

5.4. Products can be delivered to any country on any continent. However, should it not be possible to ship to a country as a result of contractual agreements between Sugar and the manufacturer of the Product ordered, the Customer residing in such a country will not be able to proceed with the purchase of such Product, without any liability of any kind on the part of Sugar.

5.5. Shipping costs are set out in detail on the Website and summarised below by way of example:

- Italy:

shipping costs: €10, for orders below €300

shipping costs: free, for orders over €300

- other European countries:

shipping costs: from €20

countries included: Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Czech Republic, Romania, Slovakia, Slovenia, Spain, Sweden.

- Japan:

shipping costs: from €30

the prices indicated on the website for Japan do not include customs duties, which are to be borne by the customer; the relative amount is to be paid to the courier according to the methods indicated by the courier.

- Hong Kong:

shipping costs: from €40

the prices indicated on the website for Hong Kong do not include customs duties, which are to be borne by the customer; the relative amount is to be paid to the courier according to the methods indicated by the courier.

- Republic of Korea (South Korea):

shipping costs: from €30

the prices indicated on the website for South Korea do not include customs duties, which are to be borne by the customer; the relative amount is to be paid to the courier according to the methods indicated by the courier.

- United Kingdom:

shipping costs: from €20

the prices indicated on the website for the UK do not include customs duties, which are to be borne by the customer; the relative amount is to be paid to the courier according to the methods indicated by the courier.

- United States:

shipping costs: from €30

the prices indicated on the website for the USA do not include customs duties, which are to be borne by the customer.

The relative amount is to be paid to the courier according to the methods indicated by the courier; to proceed with the delivery, the consumer agency of the United States government may require a social security number (SSN).

- Switzerland:

shipping costs: from €30

the prices indicated on the website for Switzerland do not include customs duties, which are to be borne by the customer; the relative amount is to be paid to the courier according to the methods indicated by the courier.

- Rest of the world:

shipping costs: shipping costs may vary from €30 to €70; they will be specified at checkout before the Order is placed. Customers are informed that any customs duties and import taxes are always to be borne by the customer; the relative amount is to be paid to the courier according to the methods indicated by the courier.

5.6. The Customer must check the Products upon delivery and immediately report any damage to the courier and to Sugar, including any damage to the packaging. If the Customer reports damage to the Products and/or quantitative non-compliance of the Products ordered, he/she must immediately report this in the shipping document by signing for it “conditionally” and inform the Company of the incident by sending an email to customerservice@sugar.it within and no later than three days from the date of delivery, also enclosing photographic evidence of the reported issue. In this case, Sugar shall have the right to verify and assess the report, and the Company may indicate how to ship the Product that is considered damaged back to Sugar. The Customer shall then send the purchased item to Sugar within the time limit provided therein, at no additional cost. Once the legitimacy of the Customer's report has been verified by Sugar, the Company shall replace the missing or damaged Product, in accordance with the Customer's Order, unless the product in question is no longer available, in which case the Company shall promptly refund the Customer for the price of the Order. If Sugar finds the report not to be legitimate, it will not be able to accept the Customer's request; in this case the product will be returned to the sender at the original shipping address and the Customer will be charged for the shipping costs.

5.7. In countries where it is possible, the Customer can choose delivery to the desired address, from 9.00 a.m. to 6.00 p.m., or request pick-up by UPS or DHL (courier), which consists of the Customer collecting the goods from the UPS or DHL (courier) branch closest to his/her address or from Access Point Ups.

5.8.  For some Products that require oversized packaging, the shipping costs may vary from those indicated in point 5.5; in any case, the amount to be paid will be calculated at checkout and communicated to the Customer before the Order is concluded. In the case, where more than one Product is ordered, or where the Product purchased requires oversized packaging, Sugar will contact the customer by e-mail after completion of the order (at the email address provided during Order confirmation) after the  to request payment of an extra charge for shipping an oversized parcel; the amount to be paid will be calculated, on a case-by-case basis, according to the size of the parcel and the payment request will be sent via the payment method used to make the purchase, unless otherwise agreed with the Customer.

5.9. The Customer may choose the pick-up option at the Sugar store located in Corso Italia 60, 52100 Arezzo, Italy.  Following Order confirmation, the Customer will receive a further email in the following days confirming that his/her Order is ready for collection, together with the purchase invoice; until this communication has been received, the Order may not be ready for collection. From the day the Customer receives notification that the Order is ready for collection, he/she will have seven working days to collect it, after which, unless otherwise notified, if the Product has not been collected, Sugar will proceed to cancel and refund the Order.

5.10. When the Order is handed over to the courier, the Customer will receive an email notification from UPS or DHL providing the air waybill (AWB) number relating to the Order to track the progress of the shipment. Customers can visit http://www.ups.com or https://www.dhl.com/en-gb/home.html and enter the AWB number indicated in the email in the “Track Your Shipment” area.

5.11. The Customer shall accept delivery of the shipment relating to his/her Order. If delivery of the Product at the address provided by the Customer is unsuccessful for reasons attributable to the latter's lack of cooperation (by way of example, but not limited to: incorrect/incomplete telephone number, incorrect/incomplete address, recipient absence) or if the Customer refuses to accept delivery, the Product and its packaging shall be returned to the sender, Sugar, in Italy, with costs borne by the Customer. Costs include shipping costs and any customs charges; these will be deducted from any refund due.

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