Shipping & Return Policy

Shipping

Domestic Shipping

We process orders Monday-Friday between 10AM-3PM. Any orders placed after 3PM will be shipped the following business day, with the exception of expedited shipments.

Please be advised that all orders are subject to availability, if for any reason any items aren’t able to be fulfilled our customer care department will reach out to you via e-mail or phone. Allow up to 24hrs to receive updated tracking status for your orders. Parcels being delivered to APO addresses & P.O. boxes will be shipped via USPS.

For any other related inquiries please contact us at info@sugarcookiesnyc.com or call directly 212-242-6963.

Standard Delivery

We deliver UPS Ground on all orders under $150 via UPS at a flat-rate of $10. Approved returns are provided with pre-paid USPS return labels via email. We use USPS for APO addresses and PO Box addresses. The customer also has the option of upgrading for Expedited Delivery.

International Delivery

We ship international packages via FedEx, UPS and DHL and the delivery times range from 2-5 business days. The price for duties and taxes is now included in shipping internally. 

If at any time a package is refused by the recipient or needs to be returned, the recipient will incur the return postage and custom fees on their original order.

*Please note: Sugar Cookies Lingerie is not be liable for any cost-related matters, such as replacements, damaged packages or lost or stolen packages.

Returns

In-Store Return Policy

14 day exchange or store credit only with receipt. No refunds. Items must be unworn with their original tags intact. Hosiery, accessories and sale items are final sale.

Online Return Policy

To start a return or exchange, please click here.

Sugar Cookies Lingerie will happily accept items for an exchange or refund within 14 days of purchase as long as they meet our return policy. No returns, exchanges, or store credits will be extended after 14 days from the ship date. Gift Cards may not be returned, redeemed for cash or refunded to credit card used for purchase.

All items must be returned in original condition with tags attached, unwashed and unworn. We recommend that you do not wear perfume or deodorant when trying on items as this may make these items non-returnable.

For sanitary reasons, intimate garments containing a gusset (i.e. panties, teddies, swimwear) cannot be returned once it has been worn.
Hosiery, accessories, sale items and special orders are FINAL SALE.

Returns can only be credited back to the credit card used to make the original purchase. An email notification will be sent when the credit or exchange has been processed.

The return parcel must be postmarked within 14 days of the original purchase with a copy of the receipt enclosed. 

If you opted-in to Checkout+, your return shipping label is included, allowing you to return any item(s) in your order for a refund or exchange for free! Return requests should be submitted through our customer portal.

If you opted out of Checkout+, you are still able to submit your return through our portal. However, you are responsible for all return shipping charges. Return labels should be purchased through our returns portal here. 

Right of Withdrawal

Under the EU Consumer Rights Directive, you have the right to withdraw from many contracts within 14 days of receiving your order, without providing any reason.

To exercise your right of withdrawal, click here.

Please note that under Article 14(1) of Directive 2011/83/EU, customers are responsible for the cost of return shipping. A prepaid label will be provided through our withdrawal portal; the label cost will be deducted from your refund.

At checkout, you may add withdrawal coverage to your order. If you purchased withdrawal coverage, your return shipping is fully covered at no additional cost when you exercise your right of withdrawal. Please note that customers who do not purchase withdrawal coverage are responsible under Article 14(1) of Directive 2011/83/EU for the cost of return shipping. A prepaid label will be provided through our withdrawal portal; the label cost will be deducted from your refund.

We will issue your refund within fourteen (14) days of receiving notification of your cancellation, or, if later, once we have received the returned goods or you have provided proof that the goods have been shipped back to us.

This right applies to all items purchased through our store, with certain exceptions such as digital products, perishable goods, sealed personal hygiene products, and personalized items, as set forth in Article 16 of Directive 2011/83/EU.