Returns Information
While we hope you love your order, there may be times when you need to return items to us.
To do so, simply follow the instructions below for your location: UK or International.
Our returns policy is 28 days from the date you receive your order.
Items must be unworn, unwashed, undamaged, unused, with all original tags and labels attached
Please refrain from trying on clothes while wearing heavy makeup, perfume or in a smokey environment
Items which are returned marked or with a discernible scent may be refused a refund as they are not fit for resale
Please ensure you obtain a postage receipt, as this is your proof of postage
This does not affect your statutory rights
Returns can take up to 10 working days to be processed
How do I return a UK order to you for FREE?
Using the returns portal is simple, just log in with your order number and email and
you’ll be given the option to return or exchange for store credit (emailed to you as an online gift card).
- Simply follow the link above (in the blue box) to go to our UK returns portal.
- Enter your order number (including the #) and email to find your order, then select the item/s you are returning.
- Choose whether you would like a refund or store credit (with bonus credit added!)
- Then select from either a print at home label or a QR code to show at any Royal Mail post office (these will be emailed to you).
- Include a note in your parcel with your name, order number, and a brief description of any faults.
- Take your parcel to the post office
- Once we have received and processed your returned item your refund/store credit will automatically be processed/emailed to you, it’s as easy as that!
Please allow up to 10 working days for your return to be processed
Why does the label need to be scanned at the Post Office?
Your printed label / QR code needs to be scanned at the post office in order for it to be tracked.
If you choose to use an untracked service your order cannot be tracked.
If your parcel was to get lost without tracking, we cannot be held responsible for your lost parcel, therefore, we would be unable to process your claim for a refund.
I've lost my Invoice, what do I do?
If you have mislaid your invoice form, please include a note with your name, order number and reason for the return instead.
Can I exchange my item?
Due to our limited run collections, where items often sell out quickly, we do not offer product exchanges. If you require a different size please return your unsuitable item for a refund and make a new order for your required size. This will ensure that you don't miss out on the item and that we get your new size to you as quickly as possible.
You can also select the option for store credit. This will be emailed to you as an online gift card once your return has been received and processed.
Can I return more than one order in the same parcel?
Please do not combine items from multiple orders in one parcel, as this will affect the returns process. Each return needs to be logged on our returns portal individually.
Can I exchange a gift?
We are unable to exchange gifted products for alternative items. The purchaser of the gift will need to return the order to us for a refund or store credit (gift voucher).
Repeat Returns
At Sugarhill Brighton, we offer a flexible and free returns policy to ensure you receive the best shopping experience. As an eco-conscious brand, if we notice that you have an unusually high returns rate on your account (or are purchasing to resell) we may deactivate your account at our discretion.
