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  • Returns & Exchanges - Sydney So Sweet

    (Updated 6/1/22)

    HOW DO I CHANGE OR CANCEL MY ORDER?

    We ship orders out quickly, sometimes within hours of your order being placed. For this reason, we are unable to change or cancel an order after it has been submitted.

    RETURN PROCESS:

    • Please visit our online returns center by clicking HERE. ALL returns need to be authorized using the returns center. You will get your return authorization number here which is used to track returns.
    • You will need your order number and the email you used at checkout.
    • Items must be placed back in the original plastic wrapping, and original tags MUST be attached if applicable. If items do not have original packaging and tags, a refund will NOT be issued and you may pay for the items to be returned to you. 
    • Refunds will be given as store credit (e-gift card) which will be emailed to the order email address.

    • Customer will be responsible for cost of return shipping. Original shipping costs are also non-refundable. (A minimum of $7.95 will be deducted from the store credit.)

    • Items returned without the clear plastic package will NOT be given a refund. 

    IS MY ORDER/ITEM ELIGIBLE FOR RETURN?

    The following items are all FINAL sale and CANNOT be returned: 

    • Final Sale Items (end in .99)
    • Special Sale Items (end in .00)
    • Special Promotion Items (BOGO, 2 for Sales, etc.)
    • Items under $10.
    • Comment Sold Items $12 and under. 
    • Holiday items after the holiday has passed.
    • All Costumes, Tutus, and Costumes Accessories
    • Items which have been authorized for return, but have not been mailed back in a timely manner.

    If you return the items listed above anyway, you will NOT be issued a refund. You may pay for the item to be returned to you if you desire.

    • All returned items must be placed in the original packaging, and include attached tags if applicable.

    • Returned merchandise must be UNWORN and UNWASHED. Items that originally included tags must have the tag still attached. Items that appear worn, have stains, or smell of cigarette smoke, deodorant, pet hairs or odors, etc. will not be accepted. If an item has been worn once, it will not qualify for a return.

    • Merchandise may be returned only within 14 days from the date your order is delivered to you. Credit will be applied for the amount paid for the product. Credit will only be applied for the item, not for any expedited shipping and handling charges.

    • When making a return, please include the original invoice and any notes (written or via email) as to why it is being returned.

    • Exact colors of merchandise may vary due to photography lenses, indoor / outdoor lighting, and computer monitor resolutions. Clothing patterns may also vary. These situations do not qualify as defects and the buyer will pay return shipping if a return to our warehouse is attempted.

    DEFECTIVE OR WRONG ITEM RECEIVED PROCESS:

    1. If you have received a defective or incorrect item, please contact customer service within 5 DAYS to inform us of the issue. Please email us at info@sydneysosweet.com to report the issue.

    2. If we are not notified within five days of receiving the item, it will no longer qualify for a return or replacement. 

    3. You must include a photo of the damage/defect with your email.

    • We are not responsible for damages to clothing caused by improper washing/care or handling, or incorrect sizing.
    • For unfinished seams, we will offer a partial refund if the item cannot be reshipped for any reason.
    • Exact colors of merchandise may vary due to photography lenses, indoor/outdoor lighting, and computer monitor resolutions. Clothing patterns may also vary. These situations do not qualify as defects and the buyer will pay return shipping if a return to our warehouse is attempted.

    WHAT IF THE SIZE OR STYLE I ORDER IS OUT OF STOCK?

    In most cases we will issue you a refund. In some cases where we have a similar style or color in stock, we may make a substitution in order to fulfill your order and make sure you receive an outfit for your occasion. 

    CAN I EXCHANGE FOR A DIFFERENT SIZE OR COLOR?

    If you would like to order a different size, color, or product, please return the unwanted item(s) and then place a new order online. We do not offer exchanges. Due to our limited quantities and high demand of our products, we are unable to offer exchanges on any items. Returned merchandise will be processed for refunds only. We recommend purchasing the correct size of the desired item, and then shipping back the returned product so that you do not miss out on the item.

    REFUSED, UNDELIVERABLE, & MISSING PACKAGES

    • Refused or undeliverable packages are subject to return shipping costs. 
    • Packages that are refused or undeliverable due to a bad address will not be re-delivered. Outbound shipping charges are non-refundable.
    • Once confirmed as delivered, a package becomes the sole responsibility of the addressee. You agree to these terms and conditions when you place your order.
    • Concerning products that are lost or damaged in the mail, the US Postal Service or UPS will be responsible once we ship the packages. You may purchase additional shipping insurance through Route which is offered at check out. If you choose not to purchase the insurance, and you package is lost by the USPS, we cannot be held responsible.
    • For products marked delivered by the Post Office, you will need to contact your local Post Office to obtain information regarding your package.
    • If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1-4 business days for your tracking information to show. In some rare cases, tracking information may not update, but you will still receive your order. Please contact us after the estimated delivery time has passed.
    • All our shipments include Tracking with Delivery Confirmation. If your tracking information confirms that the item has been delivered to your order address, but you have not received your order, please contact the carrier directly to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.
    • Carrier Contact Number: USPS 1-800-275-8777
    • We are NOT responsible if the package is not delivered in the guaranteed shipping times as it may take 1-2 business days to process the order and we cannot be held liable for USPS guarantees. If the item is not delivered in time, please contact USPS (1-800-ASK-USPS) or UPS (1-800-742-5877). We will NOT refund additional shipping charges if USPS fails to meet their guaranteed shipping times. 

    WRONG ADDRESS DISCLAIMER: 

    It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We are not responsible if a package is shipped back to us due to an incorrect or undeliverable address. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of the order. If you decide to cancel your order or change your shipping address, please write to us at info@sydneysosweet.com as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so.

      GENERAL ORDER INFORMATION:

      • If you have questions regarding our items prior to placing your order, or are having technical issues with ordering, please email us at info@sydneysosweet or message us on Live Chat for assistance