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Buying Guide

  • Here’s a step by step guide to help you Shopping at SUGARMAN.COM.HK

    1. Choose the section (woman, man, kids) and then the product type (Tee, jacket, etc).
    2. View the products you are interested in and click on the photograph and see reference size chart, color and price.
    3. Select an item of clothing and add it to your basket. You can then choose to continue shopping or to process order.
    4. If you would like to process your order you can do so by either registering or checking-out as a guest.
    5. Select a payment method.
    6. Confirm the order.
    7. You will receive an email confirming your order.
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    • Are the online store prices the same as those in my usual SUGARMAN store?

    Yes, but if there is any difference between the prices shown on the website and those marked on the label on the clothes, the correct price will be the one shown on the purchase ticket.

    • How do I recover my forgotten password?

    If you’ve forgotten your password, you can recover it in the Log-in section. Enter your e-mail address and we’ll send you an e-mail telling you what you need to do.

    • How can I be sure that I’ve made my purchase correctly?

    Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact our customer service.

    • Can I cancel my order?

    Yes. You can contact our customer service at info@sugarman.com.hk .

    • What should I do if I receive an incorrect item?

    If you were to accidentally receive an item that you did not order, please contact our customer service at info@sugarman.com.hk .

    • What payment method can I use to make my purchase?

    We offer the following payment methods: VISA, MasterCard, American Express and PayPal.

     

    • Why might my credit card be refused?

    Your credit card may be refused for any of the following reasons:

         – The card may have expired. Check that your card is still valid.

         – You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.

         – You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

     

    •  Is it safe to use my credit card on the website?

    Yes, Pay with PayPal using your credit or debit card. It offers a secure way to pay and help keep your financial details secure.

    • Where can I receive my order?

    All the shipments will be sent directly to the address you selected.

    Shipping times and costs

    • How do I return an item?

    For the current shipping destinations, please send us the item via registered mail only. If the exchange is due to SUGARMAN* fault, courier charges will be paid by SUGARMAN*. For all other reasons, you will have to pay for the courier The exchange product must be in unused condition and in original intact packaging, together with all tags still attached, labels and seals intact, accessories, undamaged and in good shape. If we deem the condition of the exchange item is unsuitable for resale, SUGARMAN reserve the right to refuse exchange of the product. 

    • How long do I have to return an item?

    All returns must be made within 7 days after delivery. 

    SUGARMAN* reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were received.

    *If there is any in doubt, please contact us at info@sugarman.com.hk .

     

    • Do I have to pay anything to return my items?

    Returns shipments costs will be covered by you

    • How will I receive my refund?

    Once the return has been approved, you will receive your refund via the same means used to make your purchase

    • When will I receive my refund?

    Once the return has been approved (the items have to be in perfect condition and internal labels must be intact) you will receive a confirmation email indicating that the refund will be paid into your account within a few days.

    Remember that payments to your credit card always depend on your bank/building society.

    • What should I do if the refund amount is incorrect?

    Contact our customer service and we will solve the problem as quickly as possible. please contact us at info@sugarman.com.hk .

    SUGARMAN.COM.HK reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were received.

     

    • Can I exchange my products?

    If the exchange is due to SUGARMAN* fault, courier charges will be paid by SUGARMAN*. For all other reasons, you will have to pay for the courier The exchange product must be in unused condition and in original intact packaging, together with all tags still attached, labels and seals intact, accessories, undamaged and in good shape. If we deem the condition of the exchange item is unsuitable for resale, SUGARMAN reserve the right to refuse exchange of the product. 

     

    • How long do I have to make an exchange?

    You may exchange products within  7 days after receipt of the order (based on the delivery record), and upon pre-approval of our customer service representative. All merchandises including price tag and packaging should be in its original good conditions that it can be sold again.

    The value of the replacement merchandise should be equal to the price of the original merchandise. If the value of the replacement merchandise is higher than the original price, the customer is required to pay the difference

    SUGARMAN* reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were received.

    *If there is any in doubt, please contact us at info@sugarman.com.hk .

     

     

    • What are the non-returnable / non-exchangeable items?
    • Any product that is returned more than 7 days after receipt
    • Any product that has been worn, altered or washed
    • Any discounted, clearance or sales product
    • Any Special edition item or item labelled as “Non-exchangeable/ Non-returnable”
    • Product not sold on SUGARMAN Online Shop

     

    • Which internet browsers should I use to view the SUGARMAN* web page correctly?

    You can install the latest versions of each browser via the following links:

    • Is it safe to shop on SUGARMAN* online?

    Yes. You can shop with total peace of mind as we make every effort to ensure we have the resources that guarantee the security of your purchases and details.

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