HELP DESK

Shopping with us at SugarBullets is easy! Simply browse the store using our product and brand links which you’ll find at the top of every page to see what's available.

If you are searching for a specific product, try using our search function and it will take you straight to what you are looking for. You may also want to check out our Celebrity Gallery to quickly find a product you’ve seen in the press.

When you have found something you want to purchase, just select the size you need, you may want to refer to our size guide for further information and then click on the ’Add to Basket’ button to add it to your shopping basket. Once you have finished shopping, simply click on ‘Checkout’ which can be found at the top right of every screen, if you already have an account with us you will then be asked to log in with your e-mail address and password, if you are a new customer then simply click on ‘Create Account’.

To review the contents of your basket before you buy, simply click on ‘Basket Contents’ which can also be found at the top right of every page. This will allow you to review the items in your basket and these can be removed or changed at any time. To remove an item from your basket, tick the box on the left hand side of the product and press 'Update', to amend the quantity of products you have ordered, change the number in the box to the right of the product and press 'Update'.

Once you are happy with your order, simply click on the ‘Checkout’ button. You will then need to select your delivery method and just make sure you have entered the correct delivery address before following the on screen instructions to complete your order.

If your order is placed before 4pm during a working day, it will be shipped the same day for you and then depending on your selected delivery option, it should then arrive with you within 1-2 working days (UK orders only) so your order should be delivered to you very quickly! Although our Recorded Delivery parcels are usually very quick to arrive they can sometimes take up to 5 working days to be delivered and so if you have still not received your order in this time please contact us by email at help@sugarbullets.co.uk or phone us on 0117 982 1624.

If you have any other questions about ordering from us, you should find the answers below in our Help Desk section but if not, please don’t be afraid to contact us. You can e-mail our customer services team at help@sugarbullets.co.uk or you can give us a call on 0117 982 1624.

HAPPY SHOPPING!

SUGARBULLETS HELPDESK

Questions about payment and ordering

Do I need to register with you before I place an order?
I can’t log into my account?
What do I do if I need to change my order?
Do I have to order online?
Do you have a catalogue?
What cards do you accept?
Is it safe to order online?
My payment has been refused?
Can I change the currency?
When will my card be charged?
I forgot to use my Discount Code or I'm having problems with my Discount Code


Questions about delivery

What do the different order statuses mean?
How much will delivery cost?
How long will it take for my order to arrive?
Where is my delivery?
Do I need to sign for my package?
Can you leave the delivery at an agreed hiding place?
Items returned due to non-delivery
Providing the correct address
Can I pick up my order from your warehouse?
Where can you deliver?
Will I be responsible for import/custom charges?
Can you deliver to BFPO addresses?
Christmas Deliveries


Questions about our products

The iten I want has sold out - will you be restocking it?
I saw this item in the press but I can’t find it on your site?
I have an idea for a T-Shirt – can you make it for me?
I’m not sure which size to order, can you help?


Questions about returns

I need to return an item, what do I need to do?
How long will it take to refund me?
When will I receive my exchange?


PAYMENT AND ORDERING

Do I need to register with you before I place an order?
We will ask you to register with us before you place an order but only so that we know who you are and where to ship your order. This information will be stored but only so that you won’t need to enter it again if you make any future orders with us. We will never pass this information onto anyone else so please rest assured that your details are safe with us.

I can’t log into my account?
This may be because when you registered with us, you used an alternative email address? You must use the exact email address and password combination which you used to create your account with us in order to log back in to the site.
Or perhaps you have forgotten your password? If so, then simply click on the ‘My Account’ link which you can find at the top of every page and follow the links there to send yourself a new one.
If for any reason you are still having problems, please contact our customer service team who will be able to resolve your query straight away for you.

What do I do if I need to change my order?
If your order status is 'Pending' then it may be possible to amend it. Please contact our customer services team straight away preferably via the telephone or via e-mail for further guidance.

Do I have to order online?
Ordering over the internet with SugarBullets.com is the safest and most secure method of paying however we completely understand if you would rather place your order over the phone. In this case, please just give our customer services team a call and they will put your order through for you.

Do you have a catalogue?
No we do not have a catalogue available but our full range can be viewed online.

What cards do you accept?
We accept the following credit/debit cards:



Unfortunately we cannot accept payment via the following methods:
Cheque
Postal Order
Payment on Delivery
Payment by instalments
Bank Transfer
PayPal
Irish Laser Card
American Express

Is it safe to order online?
We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it. This technology includes the following features:

• Authentification – this assures your browser that your data is being sent to the correct computer server, and that the server is secure
• Encryption – this encodes the data, so that it cannot be read by anyone other than the secure server
• Data Integrity – this checks the data being transferred to ensure it has not been altered

My payment has been refused?
Please ensure you have entered all of your details exactly as they appear on your card. One small typing mistake may be the cause of your problem. You also need to make sure that your billing address (the address where your statements are sent) is completely correct as this will be used to validate your details.
If you are sure your details are correct but you are still having troubles, please contact our customer service team who will look straight into this for you.

Can I change the currency?
You can change the currency on the site to Pound Sterling (£GBP), Euro (EUR) or United States Dollar ($USD). To do this just click on 'change currency' next to the shopping basket top right of your screen. All the prices will be stated on the site in the currency you request.

When will my card be charged?
When you reach our final checkout screen and your order is submitted, we will immediately contact your bank/card issuer for authorisation to take payment from your account.
If the payment is authorised by your bank/card issuer, you will receive an e-mail within a few minutes confirming your order, and payment will be taken shortly afterwards.
If for any reason we have a query with your order, we will get in touch as soon as possible to explain the problem. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card.

I forgot to use my Discount Code or I'm having problems with my Discount Code
If you contact customer care with your Order Number and a valid Discount Code, a partial refund can be issued to you for the value of the discount, before delivery charges. If you are having any other problems using your code, please contact our customer service team who will look straight into it for you.


DELIVERY

What do the different order statuses mean?
This Order is Pending: This means that we have received your order successfully and it is waiting to be shipped. If you need to change any part of your order, you will need to let us know at this stage.

This Order has been Dispatched: This means that your order has been shipped and is on the way to your door. Depending on the delivery option you have chosen, it should then be with you within 2 working days. Please see below for more details about our different delivery options.

How much will delivery cost?
We ship all of our orders via Royal Mail using either their Recorded, Special Delivery or Airsure Services.
If your order comes to under £50, you will be charged £2.95 if you want your order to be shipped via Recorded Delivery or £5.95 if you choose Special Delivery.
If your order comes to over £50, you will qualify for free Recorded Delivery with the option to upgrade to Special Delivery for an extra £5.95.
If your order totals over £100, you will qualify for free Special Delivery.
Shipping costs for orders which are shipped outside of the UK are calculated at the checkout and will depend on what has been ordered and where the order is being shipped to.

How long will it take for my order to arrive?
The majority of orders shipped via Recorded Delivery will arrive with you the following working day or within 2 working days in some cases. Your order will arrive with your postman and will require a signature upon receipt. If your order has not arrived within 5 working days, please contact our customer service team who will track your order for you and answer any questions you may have.

Orders shipped via Royal Mail Special Delivery are guarantee to arrive before 1pm on the next working day after they have been dispatched. Your order will arrive with your postman and will require a signature upon receipt. If your order has not arrived on the next working day, please contact our customer service team who will track your order for you and answer any questions you may have.

Orders being shipped outside of the UK via Royal Mail's International Signed For Service receive priority handling in the UK and abroad and will take approximately three days to reach Western Europe, four days to reach Eastern Europe and five days for the rest of the world. Your order will arrive with your postman and will require a signature upon receipt. If your order has not arrived within 8 working days, please contact our customer service team who will track your order for you and answer any questions you may have.

Do I need to sign for my package?
Your order will require a signature upon receipt from either yourself or someone else at your address. If you're out when your postman tries to deliver your mail, they will leave a 'We're holding an item of mail for you' card at the delivery address. This card gives you the address and opening hours of your local delivery office, so you can pop in and pick up your parcel, or you can telephone them and ask for your parcel to be redelivered when you'll be in.

Can you leave the delivery at an agreed hiding place?
Unfortunately we cannot. All orders require a signature upon receipt at the delivery address.

Items Returned Due to Non Delivery.
If an order is returned to us by Royal Mail as a result of either an incorrect address, a customer's refusal to accept the delivery or failure to acknowledge cards left by Royal Mail, the customer will be responsible for the costs incurred to re-send the order. We will charge £2.95 to re-send the order via Recorded Delivery.

Providing us with the correct address
It is your obligation to enter the correct delivery address details at the time of ordering. If you enter the wrong address when ordering, your package may be returned to us by Royal Mail in which case we will let you know straight away. You will then be charged for resending the item(s). Should you enter the wrong address and your order doesn't arrive either with yourself or with us, we are not obliged to re-send the order at our expense. Please reduce the risk of this happening by entering your full and complete postal address. If you make a mistake and enter the wrong details, please contact help@sugarbullets.co.uk

Can I pick up my order from your warehouse?
Unfortunately we cannot allow orders to be collected from our warehouse.

Where can you deliver?
We deliver to most major worldwide countries including:

Australia
Austria
Belgium
Canada
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Germany
Gibraltar
Greece
Greenland
Hong Kong
Hungary
Iceland
Ireland
Italy
Japan
Latvia
Luxembourg
Malta
Monaco
Netherlands
New Zealand
Norway
Poland
Portugal
Slovakia
Spain
Sweden
Switzerland
Turkey
UK
USA



Christmas Deliveries

To ensure you receive your order in time for Christmas, please pay careful attention to our last delivery dates below:

Asia, Far East (including Japan), New Zealand16:00GMT Wednesday 4th December
Australia16:00GMT Thursday 5th December
Africa, Caribbean, Central & South America, Middle East16:00GMT Friday 6th December
Cyprus, Eastern Europe16:00GMT Monday 9th December
Canada, France, Greece, Poland16:00GMT Tuesday 10th December
USA, Western Europe (excluding France, Greece, Poland)16:00GMT Friday 13th December
UK Royal Mail Guaranteed Saturday Delivery16:00GMT Friday 20th December
UK Royal Mail First Class Delivery16:00GMT Friday 20th December
UK Royal Mail Recorded Delivery16:00GMT Friday 20th December
UK Next Day or Nominated Day Delivery16:00GMT Monday 23rd December

Unfortunately we are unable to post any orders placed after 13.00GMT on Tuesday 24th December and so any orders placed after this time will be dispatched on Friday 27th December.


Will I be responsible for import/custom charges?
Any additional charges for customs clearance must be borne by the recipient. Any customs or import duties are levied once the package reaches its destination country and so SugarBullets has no way of knowing what particular customs and import charges may be in force at any time in any country.

Can you deliver to BFPO addresses?
Yes we can, simply enter your BFPO address details into our shipping address field making sure you select UK as the country. You will then be charged the standard UK delivery rate.


QUESTIONS ABOUT OUR PRODUCTS

The item I want has sold out - will you be restocking it?
90% of items marked out of stock will be restocked as soon as possible but unfortunately we are never sure exactly when new stock will be arriving and so we can't always tell you exactly when a specific product will available to order again. We would recommend adding yourself to the update list for the product that you are interested in, you will then receive an e-mail as soon as new stocks arrive. If you would like further information about a specific item on the site, please e-mail our customer services team with the name of the item you are interested in as the subject of the mail. We will then get back to you as soon as we can with as much information as possible. Unfortunately some items on the site will be removed from the site altogether if discontinued so we advise you to get your order in as soon as possible if you see something you like to avoid any disappointment.

I saw this item in the press but I can’t find it on your site?
This probably means that the product is temporarily out of stock. Items that have featured in the press usually sell out incredibly quickly but we try and re-stock them as soon as possible. If you would like further information about a specific product, please e-mail our customer services team with the name of the item you are interested in as the subject of the mail. We will then get back to you as soon as we can with as much information as possible.

I have an idea for a T-Shirt – can you make it for me?
Unfortunately we can’t print one off or custom tees however we do love to hear your ideas for new products so please send us an e-mail with your suggestions.

I’m not sure which size to order, can you help?
Although we are more than happy to give you advice if you need it, please check out our individual sizes guides which can be found on each product description page. Just hover your mouse over the 'What is my size?' section and you will see the individual sizing information for that particular product. If however you are still unsure, please don’t hesitate to get in touch with our customer service team who will give you any further help you need.


RETURNS POLICY

I need to return an item, what do I need to do?
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition and packaging within 30 days of receipt. You will also need to include your completed returns form which can be found on your invoice which will have arrived with your tee. Please make sure you fill in all your details as required. Please send the item/s and your returns form to:

SugarBullets.com
Third Way
Avonmouth
Bristol
BS11 9HL

Please note, the returned item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service such as Royal Mail Recorded Delivery that insures you for the value of the goods. This cost of returning the item is your responsibility.
Please be careful when trying products on, for example, please ensure you are not wearing makeup, perfume, deodorant or antiperspirant which may leave marks on the product. We will only accept products returned to us in their original condition. We will then issue a full refund on receipt or will exchange the item for you.

Delivery charges are non refundable unless the garment purchased is faulty/incorrect.

How long will it take to refund me?
We will issue your refund within 3 working days of receipt of your return. Once the refund has been processed, you will receive an email confirming this. Please then allow a further 3 working days for the refund to be credited to your card, this is dictated by your bank or card issuer.

When will I receive my exchange?
We will process your return within 3 working days of receipt however the vast majority are processed the same day they are received. You will receive an e-mail to confirm your return has been processed and your exchange shipped. It will be shipped via recorded delivery so please expect it within 2 working days from when the e-mail was received.

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