FAQ

What if the lingerie doesn't fit properly or I don't like them?

As lingerie are very personal item, we do not take back any lingerie that has been worn.

How do I return the lingerie to SUGALady?

After we have received your email which would have been within 5 days of receipt, we will usually advise you to do the following:

• If you are in Sydney, you can email us to arrange for a pick-up and we will refund or place a new order for you when we do the pick-up.
• If you are not in Sydney, please return the lingerie as new (unworn) and place a note inside the box with your name, address, email and special refund/exchange approval code we emailed you. Once we have approved your request, we will contact you via email to arrange for a refund or credit for your next purchase.

What type of approval is involved in the refund/exchange process?

We will approve refund/exchange your purchase once we have received your lingerie and can see that it has been unworn and still brand new.

How can I speed up the exchange process?

Once you realised you need an exchange, send us back the lingerie (unworn) straight-away and ask for a refund. Then place a new order online. That way, while your old lingerie are on its way back to us and we are organising to get a refund back to you, you new lingerie are already on its way to you.

What is the address to send the unwanted lingerie back to?

The address will be given to you via email together with a special refund/exchange code when you email us to request for a refund or exchange.

What type of postage method do I use to send the lingerie back and who bears the costs?

The customer will bear the postage costs when returning the lingerie and we insists that you use EXPRESS MAIL or REGISTERED POST. This is to ensure the lingerie do not get lost or stolen in the mail as the customer is responsible for the lingerie until we receive it. Once we receive the lingerie, we will send you an email confirmation that we have received the lingerie. It is at this stage we become responsible for the lingerie.

Do you sell Gift Certificates?

Yes, we do. But upon requests via email.

Is my payment secure?

Yes, we use a reputable company called Paypal to take all our payments. www.paypal.com.au

They are experienced and global leader in online payments.

How many brands do you carry?

We currently carry two brands: HUSTLER and Dreamgirl

Do you ship using COD?

No, we don't.

What are the shipping rates?

We provide free delivery anywhere in the world!

How long will it take to receive my order?

Delivery will take between 2-4 weeks.

What is the return policy?

If you are not satisfied with our product(s), you can return for Exchange or Refund simply by sending back what you purchased from us with the original documents (invoice). We shall proceed the replacement or refund upon having received your returned good(s) subject to the following conditions: -

• An email from you to us explaining that you want a refund/exchange within 5 days of receipt of your goods.
• No sign that the lingerie have been worn.
• No damage or scratch on the surface of lingerie.
• Customers shall be responsible for ALL shipping charges for returning and reshipping the goods to us.
• 10% charge for restocking based on your purchased price.
• We will deduct the restocking costs from the total amount of the refunded amount we send to you.
• It takes about 5~10 days for us to proceed the new replacement or refund upon having received customer's returned merchandise(s).
• We shall not be held liable for any damage or lost caused during your returning transit. You are recommended to use REGISTERED OR EXPRESS MAIL to avoid theft or loss in the process.
• We shall keep our right to choose directly credit back to our customer or to send a check for customer's refund.
• We shall keep our rights to alter our price and terms any time at our sole discretion without serving you a prior notice.

RETURN ADDRESS: Will be provided after customers' first initial email requesting for refund/exchange. You will be notified by us via e-mail about your exchange or refund process.