Customer Terms & Conditions

Shipping & Delivery

Products on the Sugar & Spice website can sometimes come from different suppliers and therefore will have different delivery times. Items may also be separated and therefore your order will arrive in multiple parcels if you have ordered a cross section of products. Items shipped to metropolitan areas will take on average 4-7 business days. For shipping addresses outside metropolitan areas please allow an additional 7 business days.

Our delivery times vary from product to product and although we do our very best to adhere to these timings sometimes for reasons outside our control may disrupt the timely delivery of your item. Whilst we apologise for the delay and we will inform you as soon as we become aware of any such delays your order will still be processed and sent out as soon as we can. No refunds will be offered if such delays occur.

Please make sure you check your shipping details as these are what will be used to ship your gown and if they are wrong, although we will do our best to help, Sugar & Spice will not be held responsible for delays in postage and/or non delivery. You will need to take this up directly with the courier company.

Purchased in your local currency

The website operates on $USD as you will see when selecting an option ie size, sleeves, train etc. but we have tailored our system to show you the prices in your local currency. For example if you live in and are shipping to Australia then you will view all prices in $AUD you will be charged in $AUD not USD. If you live in and are shipping to New Zealand then you will be viewing prices in $NZ you will be charged in $NZ not USD.

Applicable Duties and Taxes

Depending on the country to which you instruct us to ship your order, your order may be subject to import taxes, customs duties and fees and/or other similar types of governmental taxes, duties or fees (collectively, “Duties and Taxes”). You are responsible for the payment of all such Duties and Taxes, irrespective of when you are billed or charged for Duties and Taxes. We have no control over these charges as customs policies vary widely from country to country. When you place an order for which Duties and Taxes are applicable, the calculation of the Duties and Taxes payable by you may not occur until after you have placed your order. This means that the first time you learn about the amount of the Duties and Taxes charged to you may not be until you receive your credit card statement or your receipt from us with your shipment. In some cases, the calculation of Duties and Taxes may cause a shipping delay beyond our original delivery estimates.

Delivery/Production Times

Please be aware that the timeframes offered on the website are to be used as a guide only. This is our standard delivery period with our trusted suppliers. Tintreg Pty Ltd will not be held responsible for any delays in the production. We will endeavour to inform you if there is a delay in your item but please be aware that longer production times can occur due to unforeseen COVID-19 lockdowns and Christmas/New Year factory closures. If you are unsure if your item will make it in time for your event please check with the team before placing the order. Once the order is placed Tintreg Pty Ltd will deliver the item when it is ready.

Returns/Refunds (non sale items)

All of our gowns are Made to Order and therefore a 30% restocking fee of the product cost will apply to all products returned. Please be aware that you will not be refunded for the shipping costs. Please fill out the returns form and include it with your parcel including your reason for return. The customer is responsible for all shipping costs. NO exchanges will be offered for ordered gowns. All gowns will fall under this return category.

All products you wish to return will need to be returned to the supplied address within 10 business days of their receipt. Sugar & Spice will not accept any returns after this time. Sugar & Spice will only accept items that have not been worn, have all their tags still attached and are in perfect condition. Sugar & Spice retains the right to refuse returns on any products we deem in breach of these terms.

Refunds & Exchange of Sale items

This includes sample sale gowns. We are delighted to be able to offer you a refund on your sample sale wedding gowns if you choose. All sample sale gowns must be returned within 10 days of receiving the gown. All returns will incur a $45 restocking fee as well as any shipping & handling charges. The returns form can be downloaded from our FAQ’s page. We are also pleased to be able to offer you an exchange on your gown for something else. 

All products you wish to exchange must be returned to Sugar & Spice within 10 days of delivery receipt. You will be responsible for all shipping costs incurred in the sending of the original gown as well as those of returning the item and also to have the new item sent out to you. Please include our returns form including the item name/number of the gown you wish to exchange it for. If there is a price difference between the items selected you will be issued a new invoice for the difference in the ($) amount which is payable immediately. If the new item is cheaper than the original gown purchased then you will be offered a store credit for the remaining balance. This balance is not redeemable for cash and must be used within 90 days of issue.

Sample Sale Items

By purchasing a sample sale item you are accepting that we have treated these items with appropriate covid-19 safety measures. You are also accepting that these are items that have previously been tried on and may have some general wear and tear which may include (although not exclusively) loose threads, missing beads, small fabric imperfections, fixable wear and tear to netting, a button missing or a zip head replacement. These gowns have been packaged and stored safely and responsibly and photos of any damage will not be available ahead of time. Sugar & Spice does not accept responsibility for these damages and will not offer refunds or returns based on this.

Order Acceptance

Please note that there may be certain orders that we are unable to accept and must cancel. We reserve the right, at sole discretion, to refuse or cancel any order for any reason. Some situations that may result in your order being cancelled include limitations on quantities available for purchase, or problems identified by credit and fraud avoidance department, etc.

We may also require additional verifications or information before accepting any order. We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order.

Use of Site

Please warrant that you are at least 18 years old or visiting the Site under the supervision of a parent or guardian. You can solely display the content for your own noncommercial, personal use (not to reproduce, copy, sell or exploit for any commercial purposes). The company is not responsible that your use of materials displayed at the site will not infringe rights of third parties.