Returns & Exchange Policies
RETURN & EXCHANGE PROCESS FLO
At Sugar and Snails Apparel, we want you to be completely satisfied with your order. We've created this return and exchange process to make your experience as effortless as possible!
Unworn or unwashed merchandise can be returned or exchanged within 30 days of the original order date if accompanied by original tags and packaging.
All online order returns, refunds and exchanges must be made through our returns process through our customer service team via firstname.lastname@example.org or you can give us a call or sms at 1-(443) 308-8781.
Please note, any health/wellness items cannot be returned or exchanged.
HOW TO RETURN OR EXCHANGE AN ITEM
- To begin the returns process, please send an email to our customer service support team at email@example.com with your Name, Order Number, Picture of the defective product/incorrect item and reason for return/refund.
- As soon as we receive the request, our customer service team will review the order and will provide feedback within the next 24-48 hours.
- If the order qualifies as approved for return/refund, our team will be sending you a return label to your email address.
- Package your return using the return label from our customer service team and drop off at a UPS facility. You need to use the return label sent by our customer service team. Do not send returns to the original address.
- You will be notified when your return has been received at our warehouse. Once received, we can do one of the following options:
- We can refund your original form of payment in 3-5 business days.
- We can send a replacement of the order and have it ready with the next 72 hours
If your tracking number states your order was delivered, but you claim you did not receive it, we have to rely on the tracking number. We would require you to provide a claim id from the local post office and validate it, as soon as the review is complete, we will be sending a replacement.
We charge a 30% restocking fee for any kinds of custom apparels, flags and custom design items.
Have more questions? Reach out to our Customer Support Team at 1-(443) 308-8781 from 9:00AM to 5:00PM Monday to Friday or email firstname.lastname@example.org