Shipping & Return Policy
Welcome to Sugar Girl. We want to ensure your shopping experience is as sweet as our products. Please review our policies below regarding shipping, returns, and exchanges.
Shipping & Delivery
Processing Time: We process your order as soon as it is placed. Orders are dispatched from our warehouse the next working day.
Delivery Timeline: Our courier partners typically deliver within 3–8 working days.
Working Hours: Our team operates Sunday through Thursday.
Peak Seasons: Please note that during new product launches, restocks, seasonal holidays, or promotional offers, delivery may take slightly longer than usual.
Order Changes & Cancellations
Once an order has been shipped from our warehouse, we cannot make any changes or cancel the order. At this stage, the customer is required to receive the order from the courier.
3. Return & Exchange Policy
Due to hygiene and safety reasons regarding our products and scents, we have a strict return/exchange policy:
Hygiene Rule: We do not accept returns or exchanges for any product that has been opened or smelled.
Try Before You Buy: With branches located all over Egypt, we highly encourage customers to visit us in-store to experience our scents and products before placing an online order.
Eligibility: Returns or exchanges are only accepted if the product is received damaged or if the incorrect item was sent.
Damaged or Incorrect Items
If you receive a damaged or incorrect product:
You must still receive the order from the courier.
Contact us via email at customer.service@sugarmeansgirl.com within 48 hours of receipt to request a return or exchange.
Replacement: We will be responsible for sending a replacement at no additional shipping cost to you.
Out of Stock: If the requested item is out of stock, a full refund will be issued once we receive the damaged/wrong product back at our warehouse.
Condition: For incorrect items, the merchandise must be in its original, unopened, and unused condition to qualify for an exchange.
Refunds
Once your return is processed and received at our warehouse, refunds will be issued as follows:
Credit/Debit Card (Visa/Mastercard): Refunded to your card within 10–14 working days.
Cash on Delivery: Refunded via InstaPay or Vodafone Cash.
Note: Customers will not be charged shipping fees for returns involving damaged or incorrect items.
6. Late Orders
An order is officially considered "late" if it has not been shipped within 10 working days of the order date.
If your order is late and you wish to cancel, please email us at customer.service@sugarmeansgirl.com.
Refund Timeline: We will process your refund within 14 calendar days from the date you notify us of the cancellation (if the product hasn't been delivered) or within 14 days of receiving the returned products/evidence of return.