FAQS
Tel: 877-45-44-33
E-Mail: shop@store.uk
20 Margaret St, London
Great Britain, 3NM98-LK
Free standard shipping
on all orders in New York
Support forum provide
for over 24h, every day.
1. I am having trouble accessing the site?
You may want to refresh your browser. If you are still experiencing any difficulty accessing the website, please check to make sure your internet connection is working properly. If it’s not, please contact your internet provider. If you are able to connect but still having problems, you may need to clean out your temporary Internet files, cookies or cache.
2. Does SUGAR test on animals?
All our Products are 100% cruelty-free and are NOT tested on animals.
3. How do I use SUGAR Products?
Once you have shortlisted a product, please click on it & you will find a small write up with instructions on "how to use the product". If it is still not helpful please drop us a mail at hello@sugarcosmetics.com and we will be happy to help!
4. What type of ingrediants are used in SUGAR products?
We use the safest ingredients to manufacture our products. Our current range of products is Formaldehyde, Mineral Oil, Paraffin, Phenoxyethanols and Volatile Cyclomethicones (D4, D5, D6) free. All products are dermatologically tested. To know the entire ingredient list of individual products, please click on the respective product on our website.
5. How can I find the right products for me?
We have a huge range of products to select from. Just log on to our site & select Eyes, Lips, Cheeks & Face, click on the product & check out the product description. If you are still confused our Beauty Experts would love to assist you. Just mail us at hello@sugarcosmetics.com. You can also reach us through our Facebook, Twitter & Instagram page.
1. How do I cancel my order just placed?
You can drop an email to hello@sugarcosmetics.com within 12 to 24 hours of placing the order.
2. What is the refund process?
Refunds are processed in a maximum of 15 days and the amount will be transferred back to the account from which it was paid.
Please note that Shipping Charges (if applicable) are not refundable.
1. What is the estimated time of delivery?
The shipping timeline for an order is 7 business days. After the order is dispatched – the delivery timeline would be 3-4 business days.
2. Are there any shipping charges applicable on the order?
Shipping is free for orders above $15
3. Where can I track my order?
We will send you an email on your registered email id with the tracking details, once the order is shipped.
4. Can I amend my order?
"Once the order is placed we cannot make any changes."
5. How can I update my address/contact no. for the ongoing order?
You can drop an email to hello@sugarcosmetics.com within 12 to 24 hours of placing the order.
1. How do I register?
Go to www.sugarcosmetics.com, click on register link from the top, fill out your first name, last name, email address and password and then click on create. Once you register, you'll need to confirm your email address. We'll send you an email with a verification to confirm your account. Once your account is verified the same will be activated on the website.
2. How can I update my profile?
Log into your sugarcosmetics.com account you will see view address link on click of it you get a link of add new address. On click of Add new address you will get a form to enter your new address fill out the required details and click on add address to save new address. You can also update and delete your address from edit and delete link.
3. Is my personal information secure?
Yes, we use latest security and encryption techniques to ensure the security of your person information. We do not sell or rent your personal information to third parties for their marketing purposes. We view protection of users' privacy as a very important community principle. We understand clearly that you and your information are one of our most important assets.
4. I forgot my user id and password.
To request a new password, go to Forgot Password under login section on www.sugarcosmetics.com, enter your and e-mail address and select submit. You will then receive an e-mail message with a link to reset your password.
5. Payment deducted but order not confirmed.
This can be due to internet connectivity or tech issue. Please drop an email to hello@sugarcosmetics.com and we would surely assist you with your payment status.
6. Are there any offers?
For offers, you can certainly check our website banners. You can also subscribe to our Newsletter to get updates on the upcoming offers and launches.
1. I did not like the product I ordered. How do I create a return request?
You can drop in a mail to us at hello@sugarcosmetics.com within 14 days of receiving your order.
2. What is the Product Replacement Policy?
In the unlikely event that products purchased by you from our online store do not arrive as expected, are damaged or you find there are some items missing, they will be replaced by us. Please write to us at hello@sugarcosmetics.com within 14 days of receiving your order and we will help you with your replacement.
Special instructions: Products that need to be replaced must not be used or tested, and the packaging should not be tampered with in any way.
You will receive your refund in the form of your original payment. Shipping costs (if applicable) are not refundable.
3. How do I make a return or exchange?
Please drop us a mail on hello@sugarcosmetics.com with product details and the cause of returning the product. We will be happy to assist you.
4. What is the refund procedure for the canceled or returned order?
Canceled Order: In case of a prepaid order - the amount will be credited back to the account from which the payment was initiated. Once the refund is processed, it will reflect into your source account within 7-10 working days.
How can I register a complaint for a defective product?
In case of one or more defective products in your order, please register a single complaint as the return/replacement will be arranged only once.