F.A.Q

• All prices listed in our store are in USD.

• We ship from Vancouver, British Columbia, Canada.

• Payment methods we accept include the following: Paypal, Visa, Mastercard, American Express.

For Paypal transactions, we prefer (not mandatory) to ship to Paypal “Confirmed” shipping addresses, so that both seller & buyer will be protected should lost/undelivered shipping issues arise. Please see the definition provided by Paypal: HERE

All sales are final. No refunds or exchanges.

If we made a mistake with your order, please let us know right away by sending us an email. We would be more than happy to make it right, shipping will be at our expense.

If you change your mind and want to cancel your preorder, please notify us via email as soon as possible (within 3 business days of placing your order) and we will refund you accordingly. However, if you cancel your preorder more than once, we reserve the right to refuse your business in the future.

Retracting/Cancelling a doll purchase:
If, for whatever reason, you change your mind and want to cancel the doll purchase before the doll has been shipped, there is a Restocking Fee (20% of the Full doll amount) that will be subtracted from your refund.

If you cancel your transaction after the doll has already been shipped out to you, then the sale is final.*

We do our best to make sure the information and photos are not misleading in the sales listing. Please make sure you fully understand our Purchasing agreement, shipping requirements before buying – you can find that information under “Before you buy a doll from us…” section.

*We will refund under certain conditions:
• if the doll is severely broken/destroyed upon arrival,
• if we sent you the wrong doll, or
• if doll (with tracking service purchased) is lost in the mail after a couple months

By purchasing from us, you are agreeing to the terms listed above. Please feel free to contact us if you require clarification on any of the terms before making a purchase.

Yes, we ship internationally!*

We currently offer the following types of Shipping Methods: Regular Airmail and Tracked.

Regular Airmail: Orders will be sent out via Canada Post Regular Airmail, which does not include tracking service. Usually, this method will take approximately 6-10 business days. During high-traffic holiday times (Christmas, Black Friday, New Years, Chinese New Years, etc), it may take approximately 2 weeks.

Tracked: Orders will be sent out via Canada Post Tracked Packet, which includes a Tracking # for your order. You can stay up-to-date with your order’s shipping journey by entering the tracking number on Canada Post’s Tracking System. It takes approximately 6-10 business days, with a base insurance of $100 CDN included should the parcel be damaged or lost.

Note: There is a small fee added on top of your tracked shipping if you require a signature upon delivery. Please let us know in advance by email, or include your request in the “Order Notes” at the bottom of the checkout page.

*If you do not see your country listed upon checkout, then that means we cannot ship items to your country. We are so sorry about that! Please email us and we will see if we can find a safe, viable and cost-effective way to send to your country.

If you are located outside of Canada, and require your parcel to have a tracking number but did not see an option for it during checkout, please email us for a more accurate quote before you place your order. Otherwise, we will ship the item out as regular airmail.

It is imperative that you understand the consequences of not purchasing tracking service for your order, and that you will assume all of the responsibility if your item becomes lost.

Please see the “My package is lost / never delivered to me, do I get a refund?” section.

By purchasing from us, you consent that you will bear ALL responsibility for opting to not purchase tracking service for your package should it become lost or undelivered (due to incorrect shipping address provided) during the mailing process.

Once shipped from our store, most domestic and international orders take anywhere from 6 to 10 business days* to arrive for in-stock items (dolls, doll clothes, wigs and accessories). This does not include the time it takes to ship the item from the seamstress/manufacturer to our store for preorders.

Eyechips will take around 4-7 business days to arrive*.

* Delivery times are approximations, as it really depends on the efficiency of your local postal service and customs office. Once the package has been handed over to your country’s postal service, there is nothing we can do to speed up the customs process or to track your package that doesn’t have a tracking number. It will become your responsibility to contact your postal service for more information.

All our custom girls are handmade with love and have been handled during her customization, please do not expect a “factory perfect” condition look. Review all photos and details before adopting.

Dolls are fully insured when they leave our studio:
Please note that we will not mark a package as a gift or under-declare the value.* International buyers may have to pay import fees as high as 20%, we highly recommend checking with your own country’s import fees before buying.

All dolls are required to be shipped with tracking service:
This is non-negotiable*. This is to ensure that there are no disputes of the doll not arriving/getting lost in transit.

*Exception: unless you have bought dolls before from us with no prior issues.

All second-hand dolls are sold As-Is.
Every doll will be listed with all known issues, such as missing stock wig, stock outfit pieces, eye-mech issues or have blemishes to their faceup/body. Close up pictures will be provided to show the issues listed on the listing. Please expect microscopic scratches, scuffs, shine marks on the faceup even if listing says faceup is pristine – being a second-hand doll, this is unavoidable and such reasons WILL NOT be accepted for returns/cancellation.

By buying a doll from us, you are agreeing to the terms listed above. Please feel free to contact us if you require clarification on any of the terms before making a purchase.

Doll will not be put on hold for anyone until she has been up for adoption for over 7 days. If the doll is still available after a week, you can email us to put a hold on her for a maximum of 5 days. Once the 5 days is up, and there is no payment or communication for extension from you, we will put the doll back up for sale.

Sometimes dolls for sale are posted in our store and Ebay. In the case of a doll being sold at the same time on both platforms, we will honour the transaction on Ebay over our webstore.

We do offer layaway options for dolls if you do not have enough funds to pay it all at once. Layaway terms are negotiable and can be extended, as long as you can provide excellent feedback.

Our Layaway Terms:
• 50% (of the full doll amount) as downpayment/deposit to be paid within 1 week.
• All payments made are non-refundable even if you choose to cancel the layaway (this is to ensure that you are serious about purchasing the doll)
• If you fail to make payment/contact for a period of 2 weeks after the agreed payment due date, I will assume you are no longer interested in buying, and therefore, you are forfeiting all previous payments made. Doll will be back up for sale.

You choose:
1) How long you want the layaway to be (up to 2 months only)
2) How many installments you need
3) How much you want to pay per installment

Example:
If the doll is $175 in total (price of doll and shipping), and you choose to pay it all off in 2 installments in 1 month.

You have to pay 50% deposit within the first week: $175 / 2 = $87.50

For the remainder of the amount, you will pay 2 installments within the next month (1 payment every other week): $87.50 / 2 = $43.75 each installment.

Most of our items will be preorder-based, as in you will have to pay for the item first, and we will then place your order with the supplier.

If you have placed an order that has a mix of in-stock items and preorder items, we will ship all the items out altogether once the preorder item(s) have arrived to us. Please make separate orders if you want your in-stock items shipped out as soon as possible.

Our preorder process works as follows:
1. You purchase the preorder items
2. We place the order with the corresponding supplier
3. Supplier will hand-make your items, and then ship it to us
4. We do a quality check on your items, and ship it out to you

The whole process takes approximately 4 weeks* – from you placing your order with us to receiving your items in your mailbox.

Note: We reserve the right to refuse business from you in the future if you have not properly read our FAQ page before making preorders and consistently demand for your item. Should that be the case, you will be refunded immediately and black-listed. If you cannot spend time to read and understand our Store Policy before making your order, you are wasting both yours and our time.

* This is an approximation, as we have no control over how fast the supplier works, or how fast item gets shipped to us. It is especially slow during Chinese New Year (2 weeks holiday in China), November 11 Singles Day, Christmas and New Years.

We send out an email to the email address you registered when you placed your order.

We update you when:
1. Item has been placed with the manufacturer.
2. Item has been made, and on route to us.
3. Item has reached us, and will be sent to you.
4. Any delays/problems with your order or if there are changes to your order due to item out of stock & etc.

Please make sure that our email (sugar.lattice@gmail.com) is not listed as Spam or put into the trash automatically by your email server. We cannot stress this enough, as we have had customers completely oblivious to our emails because it was listed as Spam.

You should expect at least 2-3 emails from us during the course of the preordering process. If we have not contacted you about your preorder item’s status, then either our email is sitting in your Spam box / trash bin, or you may have mis-spelled your email when you placed your order.

Tell us the details! We want to know what you thought of your package and how your shopping experience with us was!

You can leave a review on our Facebook page, or blog about it and email us the link so we can read it too! Feel free to attach photos or link videos to share with us and other readers, or tag us @Sugarlattice – we love seeing customer photos ?

We don’t expect every customer to do this, but for the ones that do, you will be rewarded with a discount code that you can use towards your next purchase with us – as a sign of our appreciation for your invaluable feedback!

We thank you in advance for those who’ve been kind enough to leave us feedback/review, we really appreciate it.

*Note: If you could include your order # or email, it would greatly help us in knowing who to send the discount code to.

Sorry to hear that your package didn’t arrive to you safely and on time.

If you purchased tracking service for your order: you are automatically insured for up to $100 CDN (unless you specifically asked to increase the insured amount for a small price). You will get a full refund of your order if your package somehow was lost during the mailing process.

If you did not purchase tracking service for your order: we will refund you 25% of your order (before shipping costs). Canada Post does not give reimbursements to us if we sent packages out without tracking service, so we too are at a total loss. We are not responsible for lost packages that you chose to not purchase tracking service for.

Example: Your order was $40 + $5 shipping fee = $45 is what you paid us in total.

25% refund of your order before shipping costs, calculation of that would be: $40 x 0.25 = $10 refunded back to you.

If you provided us with an incorrect shipping address, and the package was lost or returned to us: there is No Refund, as we have fulfilled our end as a seller to have the package shipped to the address provided by the buyer. If package was returned to us, you will have to pay for shipping again. So please be sure that the shipping address you provide to us is 100% correct and without any spelling mistakes.

Any dolls purchased with tracking service that got lost in the mail – please view our Return Policy.

We do have an ebay account that we sell our dolls through. We only have ONE ebay account, username: sugarlattice

If you find any of our current dolls sold on ebay under a different username, please kindly let us know, we would greatly appreciate it!

Of course! Please be sure to credit us back in your post, or tag us using: @Sugarlattice or #sugarlattice.

All our product photos are licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License. If you are not sure what those terms mean, please see the definition HERE.

Earning Points

There are several ways to earn points:

• Account Sign-Up: a bonus of 100 points will be awarded when you register an account with us, a little something to get you started!

• Purchasing merchandise in our web store: you receive 2 points for every dollar spent on purchasing merchandise (excludes taxes and shipping).

• First Purchase: a bonus of 100 points will be awarded when you make your first order with us.

• Birthday: a bonus of 200 points will be awarded on your birthday that you’ve entered when you created an account with us. Points will only be awarded once a year, no matter how many times you change your birthday in your account.

• Product Reviews: you receive 25 points for every product review you write. Only customers who have bought the item can leave product reviews.

• Referrals: you receive an extra 25 points for every referral you make. Points will be deposited into your account only when your referrals sign up for an account with us using your referral code and makes a minimum purchase of $25. Your can find your referral code in your “My Account” page.

• Storenvy Customers: If you have been a Storenvy customer of ours, you can earn extra reward points based on the amount you’ve spent in your past orders. We will calculate the final amount into reward points and award them into your Sugarlattice account with us. To have your reward points applied, please email us your Full Name and email address used on Storenvy.

Redeeming Points

Points you earned can be used to pay for purchases, reduce shipping fee or even redeem items in the store. The exchange rate is 500 points = $5.00. Only one form of payment is allowed during checkout, points cannot be applied to an order and the difference paid via Paypal/Credit Card. If you have enough points to pay for the whole order, there will be an option for you to apply the points during checkout.

Points Expiry Date: Points earned do not expire, your points balance will be carried over from year to year.

Transferring Points: Points cannot be transferred to another account.