Shipping & Returns

Ordering process:

When you have found a product on our website that you would like to order, you can order it from us through the Shopping cart. You can currently pay for your product through IDEAL, PayPal and credit card. The costs for this are free.

When your order has arrived, we immediately start to process and send it as quickly as possible. We therefore ensure that your order is sent within 2 working days.

If there are any questions before, during or after placing the order, you can always contact us by email (info@sugarfam.nl), Facebook or by telephone (06-83188093).

The product:

The product must be delivered to such an extent that no defects can be detected. If this is the case, please refer to the sections below regarding returns and warranty.

Delivery time:

When you order a product from us, we will send it within 2 business days. This means that we transfer the product to PostNL within 2 working days. Worldwide shipping estimation:

  • Europe: 5- 10 days
    • United Kingdom, Germany, France, Italy, Norway, Sweden, Denmark, Finland, Ireland
  • United States & Canada: 7-12 days

If a package is lost, we will look to a suitable solution. The products will, if possible, be sent as a mailbox package. So you don’t have to be home to receive your product.

Cost of shipment:

The shipping and administration costs are € 4.25 per order. This amount is on top of the total price of your order and is shown at the end of your order and will be reflected on your invoice.

We will send the invoice for your order to the e-mail address that is known to us.

Free shipping on orders over €35,-

Reconsider period:

When you order a product from us, you have a reconsider period of 14 calendar days from the moment you receive the product. Within this time you can return the product to us without giving a reason. NOTE: In this case you pay the return costs yourself.

Returns:

If you want to return a product, you can send an email to info@sugarfam.nl, mention your order number and reason for return in the email. We will then look for a suitable solution.

If you choose to receive your money back, we will transfer this to you within 7 working days of receiving your return.

Guarantee:

There is a minimum warranty period of 30 days on all our products. If the product arrives to you incorrectly or broken, you have to let us know by telephone or by e-mail. Then we look for a suitable solution.

Complaints:

If you have a complaint about a product, you can always report this to us. In this way we can look together for the best solution for the problem that you have.

When we receive an email we will reply as soon as possible. This will take a maximum of 2 working days. We are also available on Facebook from 9 – 17 for chat messages. That way we can process your complaint even faster.

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