Refunds and Returns

RETURNS & REFUNDS

At Sugar HQ we want every order to arrive exactly as expected. Because we sell food products, our Returns & Refunds Policy is a little different to many online retailers. Please read the information below before placing your order.

FOOD SAFETY

Change of Mind Returns

For food safety and hygiene reasons, we do not accept returns or exchanges for confectionery once it has left our warehouse.

Please choose carefully before placing your order.

We do not offer refunds or exchanges for change of mind.

WE'LL MAKE IT RIGHT

Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives.

If you receive a damaged item, a defective product or the wrong item, please contact us as within 3 days (from tracking delivered date) with:

  • Your order number
  • Photos of the outer packaging
  • Photos of the affected products
  • A brief description of the issue

We'll review the issue promptly and work with you to provide an appropriate solution, which may include a replacement or refund at our discretion.

DELIVERY INFORMATION

Shipping Delays

While we dispatch orders as quickly as possible, delivery times are controlled by Australia Post once your parcel has entered their network.

Because of this, we cannot provide refunds where:

  • A requested delivery date was not achieved.
  • Australia Post experienced delivery delays.
  • Extreme weather affected transit times.

If an item becomes unavailable before your order is dispatched, we'll contact you as soon as possible to arrange either:

  • a suitable replacement (if available), or
  • a full refund for the unavailable item.

We recommend you select Express Post and order early if your sweets are required for a birthday, wedding, event or special occasion.

MISSING PARCELS

Order Not Received

If your parcel has not arrived:

  1. Check the tracking link included in your shipping confirmation email.
  2. Visit Australia Post Tracking if required.
  3. Check around your property or with other household members.
  4. If you still cannot locate your parcel, contact Sugar HQ with your order number and we'll investigate with Australia Post.

We'll do everything we reasonably can to help locate your shipment.

OUR PROMISE

Customer Satisfaction

Although we cannot accept returns of food products, we genuinely care about our customers.

If something isn't right with your order, please contact us. We'll assess every situation individually and always aim to provide a fair and reasonable outcome.

Need Help?

Our friendly Australian customer support team is here to help. Please include your order number so we can assist you as quickly as possible.

Contact Sugar HQ