Track your order with your Order number or Tracking number HERE!
Order processing usually takes 1-5 working day. So sorry there are plenty of handmade works everyday to us. Thanks for your understanding!
Once your order is shipped, you will receive a shipping email with a tracking number and link to the tracking website.
Please allow another 1 working days for tracking information to be updated and available. We need some times to dispatch the package to our Carrier.
If your items are out of stock for the moment, we'll contact you immediately.
Thank you for your patience.
We can cancel or amend the order before shipment. Please send us your request to firstname.lastname@example.org immediately after placing the order.
About cancel order: There is a 6% + USD$0.3 refunding processing fee charged by the Credit Card Payment Service Provider.( You can also choose the full-refund in the form of store credit.)
However, we are unable to amend any delivery details or cancel your order once the order has been processed. Please make sure your shipping address information is correct before placing your order. Or send us the correct shipping information immediately after placing with the wrong information.
But you are welcome to return your items according to our Easy Returns once your order has been delivered to you.
To view your order history, head to the account section, login and navigate to the orders tab. You'll be able to see all your orders you've placed online with us here and the status of these orders. If you didn't create an account when you ordered with us, all you need to do is create one using the email address you used to place your order and your order will appear in your newly created account section.
Your package might be coming in more than one shipment. If your delivery date has passed, please contact us.
We're really sorry to hear that. Please contact us within 7 days of receipt with the following information: your order number, the name/product code of the item you were supposed to receive and any further details. To return an item please follow the steps according to our RETURNS PAGE and we'll do our best to resolve this for you.
Yes, you can contact us within 30 days of delivery day for exchange the items. Please Check our RETURNS PAGE.
💗Please use these payment methods to finish the purcase:
Credit Card/Debit Card: Visa / Mastercard / American Express
Express Checkout: Shop Pay / Apple Pay / G-Pay （We always recommend use the Express Checkout to finish the purchase）
🦋If your credit card was keeping declined, please try Our New Gateway to complete the purchase.🦋 Here is the Guide.
If you meet any problems during payment, please contact us.
Sometimes, the information may be delayed due to the out-sync of tracking website and postal system.
If the delivery takes much longer than normal shipping days, it's quite possible that the package was random inspected by the customs office. The time of inspection is depending on the local government office's efficiency.
Other：National holiday, natural disaster or human accident and other force majeure factor.
Please contact us if you have any question about the tracking.
Please rest assured that If your orders get lost in transit, we can certainly insure a full refund or resend the item to you.
SugarAndVapor is an independent online fashion brand. We are small business and have the off-line studio for inspiration, which located in JiangSu ShangHai China. All of our items are shipped from our fancy studios. ✨
You only need to cover the shipping fee of sending the package back to us. There is no returning or restocking fee charged by us.
All return requests must be initiated within 30 days of the delivery date.
However, Customized items, Lingerie, Bodysuit, Swimwear, Socks/Tights, Masks, Clearance/Final Sales, Angel Bags are STRICT non-returnable and non-exchangeable. Jewelry, Accessories can only be returned or exchanged when you don't open the package (the product tag on the package wasn't damaged).
Please noted the the shipping fee of return will be paid by the customer and Shipping costs of original package are non-refundable.
For more information on how to return an item or to see our return conditions,head to our RETURNS PAGE.
All returns are refunded via store credit in the form of E-Gift Card from SugarAndVapor (the value of the item/s returned).
Returns are processed within 5-7 business days after your item(s) are delivered to us. We’ll send you an email as soon as your return has been processed at our Warehouse.
If you haven't heard from us after 30 working days of sending your parcel back to us, get in touch below with your proof of return and we will check this out for you.
All garments returned must be in a resalable condition. Unfortunately, any returns which are found to be marked in any way will not be accepted unless they are faulty. We kindly ask our customers to be careful when trying on so to avoid makeup transfer.
If you have received a faulty item you must notify us within 24 hours.
If the parcel is returned back due to an invalid/incomplete address, the package would be discarded by Shipping Carrier Processing Center rather than return back to us because we are not US-based Company. In this case:
-If you request a refund(in the form of store credit), you will incur the charge for both original postage and the return postage.
-If you still need the items, we will send a new package to your only to pay us the re-shipping postage.
'Pre-order' is the term used when an item is out of stock, but will arrive back in stock within a certain timeframe and is available for pre-purchase. The estimated shipping date will be displayed under the size availability of a pre-order product. We will send you a pre-order confirmation email after you place your order to remind you that your item is on pre-order and will not be shipped straight away. On the rare occasion we experience a delay in the delivery of a pre-order style to us, we will contact you via SMS or email if you are located overseas.
Our sizing is based on AU size (smaller than US size). If you are between sizes, we generally suggest selecting a size up, depending on the style of the garment. Sizing charts are located in the product descriptions and are to be used as a guide only. Our customer care team can always assist you with any Our sizing and fit queries you might have so please don't hesitate to get in touch with us.
You can contact us through our contact page! We will be happy to assist you.