F.A.Q.
1. ACCOUNT
How can I create an account?
You can create an account on sugar.it by clicking from Desktop on the LOG IN/ACCESS icon - on the top right corner or from Mobile by clicking on the Menu icon on the top left and then clicking on LOG IN/ACCESS, a sidebar will open, click on "New Customers" and fill in the required fields or sign in through Google, Facebook or Apple. You will simply need to enter an e-mail, choose a personal password and then enter country, first name, last name and gender.
You can also complete your registration with the same process by clicking on the "Login" button found in the footer of the site.
Note that the information disclosed are confidential and will not be passed on to third parties.
How can I update my password/e-mail?
You can update your personal data at any time, simply by clicking on the log-in icon. Once in the 'my account' section you will be able to edit your data.
HOW CAN I SUBSCRIBE TO THE NEWSLETTER?
To subscribe to our newsletter, you can click on the link at the bottom of the homepage and fill in the necessary fields such as name, e-mail, country, gender, and date of birth. By clicking on 'subscribe' you will complete your registration and will receive a special welcome discount.
Can I add a product to my wishlist?
You can only add products to the wishlist if you are a registered and logged in user.
You can add items to the wishlist directly from the product page by clicking on 'add to wishlist' (you will need to select a size) or from the product list by clicking on the 'heart' icon and following the instructions.
You will be able to find your wishlist again by clicking on the 'heart' icon in the top right-hand corner and move the products to your shopping cart in just one click.
2. PRODUCTS AND PROMO CODES
Are your products original?
Sugar is an authorized retailer that works closely with the brands that are offered both online and in the boutique. The products are therefore supplied directly by our partners and subjected to all the necessary authenticity checks.
Are your products new?
All our products are new, authentic, and never worn.
SUGAR does not resell second-hand or vintage items.
Are products shipped with original brand packaging?
All products are shipped with original tags and packaging provided by the brand.
SUGAR, as a retailer, has materials (tags, boxes, dustbags...) provided by the brands that sometimes differ from those available on the brands' own websites or flagship stores.
Will sold out items become available again?
Product availability depends on the manufacturer brands, so we cannot state with certainty when and if an item will become available again.
If the size/color is not immediately available, we encourage you to periodically check the item page or use the wishlist to track future restocks. In any case, we suggest you to sign up for our newsletter and follow our social pages to stay updated on the latest arrivals, releases, and promotions.
How can I get promotional codes/offers?
By subscribing to our newsletter you will be able to receive emails about our special promotions, exclusive offers, early access to sales and to all the latest sugar news.
Why is the promo code not applicable to my purchase?
Promotions are valid for a limited time only and cannot be used in conjunction with other promotional codes or to purchase items from selections or brands excluded from promotions. SUGAR reserves the right to start, end, or change terms and conditions of promotions at any time.
Are there any brands excluded from the promotions?
Yes, promotional discounts are valid for selected items only. However, each promotion is subject to change, so please contact our Customer Service for any questions or needs.
Where can I find a size guide?
For each product available on Sugar.it, there is a description and size selection chart.
You can find information about the product fit in the "Description" section of the product page.
Since the size scale varies by Designer and product, we recommend that you always consult the size guide (above the size selection on the product page).
If you have any further questions, you can contact our Customer Service Department: customerservice@sugar.it
What should I do if I receive a failed item?
We guarantee that all our items are checked by our quality control department before they are shipped.
Should you receive a failed item, please send an email to customerservice@sugar.it specifying the order number and item number and attaching photos through which we can analyze the defect.
Please note that items that have been damaged due to normal wear and tear, accidentally or through misuse will not be considered defective.
3. ORDERS E PAYMENTS
Can I complete an order without creating an account?
Yes, to complete an order on sugar.it you will only need to enter an email address.
When you have added the product to your cart you will be able to click on "Proceed to Purchase" and you will be redirected to the login page where you can choose whether to log-in or proceed as a Guest. Registration will then not be necessary; you will only need to complete the field with your e-mail to receive your purchase confirmation and stay updated on your order.
Can I make changes to my order?
If your order has already been processed, you will not be able to make any changes.
If your order has not yet been processed, you can change it by sending an email to customerservice@sugar.it or by using the "Contact Us" form in the footer of the site, indicating in the subject line the order number, and then specifying the desired change.
Can I cancel an order?
If your order has already been processed, you will not be able to cancel it.
In the event that the order has not yet been processed you can cancel it by sending an email to customerservice@sugar.it or by using the "Contact Us" form in the footer of the site, indicating in the subject line the order number and then specifying the desire to cancel the order.
What payment methods are available on sugar.it?
The following payment methods are accepted on Sugar.it:
- Credit card
- Paypal
- Scalapay: Minimum spend 5€ , maximum spend 2500€; the customer will be able to choose independently at check-out whether to split the payment into 3 or 4 installments.
No additional costs will be charged in relation to the chosen payment instrument.
Can I request electronic invoicing for European Countries?
Yes, once you have filled in at check-out all the necessary fields you will need to send an e-mail to customerservice@sugar.it specifically requesting the issuance of an invoice, otherwise the document produced for your order will be the receipt.
Can I see my order history?
Yes, only if you have a registered account and log in.
You will only need to click on the LOG IN/ACCESS icon. - , log in to your account and then click on "My Orders", inside this section you can find your purchase history.
How is my order packed?
Orders are carefully packed by SUGAR respecting the properties of each product.
It is also possible to select special gift wrapping at check out, for the cost of 3€.
4. SHIPMENTS AND CUSTOM DUTIES
When will my order be shipped?
Items are shipped in 1-2 business days (Monday through Friday) from the order date.
During the sale or promotion period, shipments may take longer.
What is the delivery time?
Delivery should be expected within 1-2 business days in Italy and Europe, for Extra Cee countries the timeframe is 2-4 business days; however, factors such as holidays, availability and sales periods may delay your order.
How can I check the status of my shipment?
As soon as your order is shipped, you will receive a confirmation email containing your tracking number. By clicking on the tracking number you will be able to view the status of your shipment directly on the carrier's website.
What is the shipping cost?
Shipping is managed by UPS or DHL Express service, it is free in Italy for orders over € 300, for orders under € 300 the cost is equivalent to € 10.
For all EU countries the shipping cost starts from € 20.
For all EXTRA EU countries, the shipping cost starts from € 30.
For very bulky products (e.g. Suitcases) or for orders containing multiple products, the shipping cost may vary depending on the size of the package.
Can I pick up my order at the boutique?
Yes, you can pick up your order at our boutique located at Corso Italia 60, 52100 Arezzo, Italy.
Once you have added the products to your cart, by clicking on "Proceed to Shipping" you will be directed to the summary page, by clicking on "Go to Shipping" you will be able to choose the "Pick up in store" option.
Receiving the order confirmation email does not mean that your order is ready to be picked up, when your order is ready for the pickup you will receive an additional email from our Customer service.
How long do I have to pick up my order at the boutique?
From the day you receive the email confirmation that your order is ready for pick-up, you have 7 business days to make the pick-up at our boutique located at Corso Italia 60, 52100 Arezzo, Italy.
After 7 business days, if the product has not been picked up and/or different arrangements have not been made with the customer, the order will be cancelled and refunded, and the product put back into availability.
Can I change the shipping address for an order that has already been placed?
If your order has not yet been processed yet, you can request a change of address from our Customer Service Department by writing to customerservice@sugar.it and specifying in the subject line your order number and then the new address.
If your order has already been processed, you will not be able to make any changes.
Extra EU: do I have to pay customs duties?
Any customs duties and import taxes are always customer’s responsibility, the amount may vary depending on the product purchased and will have to be paid to the courier according to the instructions that the courier will provide.
In the case of a return, the amount of customs duties paid for the delivery will not be refunded by SUGAR since this amount was paid to the country's customs and not to SUGAR.
USA: Do I have to pay sales tax?
In accordance with the Sales Tax in effective in some U.S. countries, you may be subject to payment of a tax calculated at the time of check-out and visible before payment is made.
5. RETURNS AND REFUNDS
Can I exchange one or more items?
Yes, after delivery of your order, you can make exchanges for size and/or color.
You can email our Customer Service Department at customerservice@sugar.it, within 14 days of receiving your order, indicating the different size and/or color requested. Additional shipping costs will be customer’s responsibility.
It is not possible to replace an item with different models, in which case you can proceed with the return and place a new order.
How long do I have to request a return?
Returns can be requested within 14 days of receiving your order, beyond this time frame SUGAR reserves the right not to accept your return request.
SUGAR offers you a refund on all returned items, excluding any shipping charges and/or customs duties.
How long do I have to ship my return?
Your return request will be handled within 4 business days by our Customer Service.
From the time you receive the label to make the return, you have 7 business days after which the label will no longer be valid, and you will not be able to proceed with the return.
How do I make a return?
If you have a registered account all you need to do is log in, enter the "my orders" section and then select the order you wish to return; inside the page you will find the "RETURN" button, fill out the form and our customer service will take care of your request within 4 working days; you will be contacted by e-mail as soon as possible and you will receive the necessary information and the relevant documents.
If you do not have a registered account, to request a return just send an e-mail to our customer service by writing to customerservice@sugar.it , you will have to specify on the subject line the order number and then indicate your willingness to return, you will be contacted as soon as possible and you will receive the necessary information and related documents.
Can I make the return in the boutique?
You can return purchased products online in our boutique located in Corso Italia 60, 52100 Arezzo, Italy.
In the boutique you can only return merchandise but not change size and/or color; therefore, you can return the product purchased online, for which you will receive a refund within 4 working days, and make a new purchase in store or online.
How can I make a return if I have not a registered account?
If you do not have a registered account, to request a return, simply send an e-mail to our customer service department by writing to customerservice@sugar.it , you will need to specify on the subject line the order number and then indicate your willingness to return, you will be contacted as soon as possible and you will receive the necessary information and related documents.
Is the return free of charge?
Return fees, charged to the customer, vary by country:
Italy: 5€ online, free in boutique
USA: 30€
Europe: 20€
Rest of the World: 30€
Any customs duties and import taxes are customer’s responsibility, the amount may vary depending on the product purchased.
Can I check the status of my return?
Yes, simply log in to the courier site and enter your shipment tracking number (you can find it on your return label).
As soon as your return is processed by our warehouse you will receive a confirmation email.
What refund options are available?
If the conditions for return are met (see the "Conditions of Return" section - https://www.sugar.it/en-US/policy/condret ) the refund will be made within 14 days of receiving the return. The refund will be made using the same payment method used during the product purchase.
After how many days will I receive the refund?
The refund will be made within 14 days after we receive the product in our warehouses.
You will receive a confirmation email when your order has been refunded by our operators.
Will the money be immediately available on my payment method after the refund?
The refund of the money depends on the payment method used.
SUGAR will process the refund within 14 days of receiving the product, however, the money may not be immediately available on the payment method; please contact your Bank, Paypal or Scalapay if you have any doubt or concern about these timelines.
Can I return a product without making a return request to SUGAR?
Unfortunately, it is not possible to return a product without the return authorization from SUGAR.
In the event that the product is shipped without authorization, SUGAR reserves the right to refuse the shipment.
Can I return a product with other carrier than the one indicated by SUGAR?
Yes, you can return the product with other carrier than the one indicated by SUGAR.
For these shipments, SUGAR will not be responsible for any loss or damage in transit, so a refund will not be issued.
6. CONTACT US
How can I contact customer service?
Do you still have concerns? Our customer service is happy to assist you!
You can contact it Monday through Friday: 9:00 am-1:00 pm / 2:00 pm-6:00 pm CET
Via e-mail: customerservice@sugar.it
Phone: +39 0575 354631