SHIPPING POLICY

Last Updated: September 2026

1. OVERVIEW

This Shipping Policy applies to physical products purchased through Sugar Browed and forms part of our Terms of Service.

It explains how orders are processed and shipped, how international deliveries and customs charges are handled, and what happens in cases involving delays, lost shipments, returned parcels or delivery issues.

Nothing in this Shipping Policy limits or excludes any mandatory consumer rights under applicable law.

2. COMPANY INFORMATION

Sugar Browed
Calle Flauta Mágica 11D, Piso 2
29006 Málaga
Spain

NIF: Z3351581A
VAT Number: ESZ3351581A

Email: info@sugarbrowed.com
Website: www.sugarbrowed.com

3. FULFILMENT LOCATION

Sugar Browed currently processes and dispatches regular customer orders from our operations in Málaga, Spain.

Our primary current dispatch location is:

Sugar Browed
Calle Flauta Mágica 11D, Piso 2
29006 Málaga
Spain

Sugar Browed may use additional warehouses, fulfillment providers, suppliers, manufacturers or logistics partners where reasonably necessary.

Where an alternative fulfillment location is used, this does not change the customer's contractual relationship with Sugar Browed unless expressly stated otherwise.

Fulfillment locations may change as our logistics network develops.

4. SHIPPING DESTINATIONS

Sugar Browed ships internationally to destinations that are currently supported by our available carriers and logistics network.

Shipping availability depends on factors including:

• Destination country;
• Carrier availability;
• Product restrictions;
• Customs requirements;
• Import regulations;
• Operational circumstances;
• Applicable sanctions or trade restrictions.

The availability of a country or shipping method at checkout does not override any legal or operational restriction that prevents fulfillment.

Where Sugar Browed cannot fulfill a paid order because shipping to the destination is unavailable, we will contact the customer and provide an appropriate resolution in accordance with applicable law.

5. ORDER PROCESSING

Orders are generally processed within two (2) to four (4) business days.

Processing time means the time required to:

• Verify the order;
• Prepare the products;
• Pick and pack the shipment;
• Complete relevant shipping documentation;
• Transfer the parcel to the carrier.

Processing time does not include transit time after dispatch.

Processing times are estimates unless Sugar Browed expressly agrees to a specific guaranteed processing deadline.

6. PEAK PERIODS AND PROCESSING DELAYS

Processing may take longer during periods of unusually high order volume or operational disruption, including:

• Product launches;
• Promotional campaigns;
• Black Friday;
• Cyber Monday;
• Christmas and New Year periods;
• Seasonal sales;
• Public holidays;
• Major inventory arrivals;
• Exceptional operational disruptions.

Where a material delay affects an order, Sugar Browed will handle the order in accordance with applicable consumer law.

7. SHIPPING METHODS

Available shipping options are displayed at checkout where applicable.

Depending on the destination, available options may include:

• Standard Shipping;
• Express Shipping;
• Other available carrier services.

Sugar Browed may use carriers including:

• Correos;
• DHL;
• UPS;
• FedEx;
• National postal services;
• Local delivery partners;
• Other commercial carriers.

The carrier used for a particular shipment may depend on:

• Destination;
• Shipping method selected;
• Parcel size or weight;
• Product type;
• Carrier availability;
• Operational requirements.

Where a particular carrier has not been expressly guaranteed as part of the purchase, Sugar Browed may select an appropriate equivalent carrier.

8. ESTIMATED DELIVERY TIMES

Estimated delivery times may be displayed on our website, at checkout or communicated by Sugar Browed.

Unless expressly stated otherwise, delivery times are estimates rather than guaranteed delivery dates.

Transit time begins after the order has been dispatched.

Actual delivery times may be affected by:

• Destination;
• Carrier operations;
• Customs procedures;
• Import clearance;
• Public holidays;
• Weather;
• Transportation disruption;
• Regulatory inspections;
• Government action;
• Strikes or labor disputes;
• Security procedures;
• Force majeure events;
• Other circumstances outside our reasonable control.

Nothing in this section removes any statutory rights a consumer may have where delivery does not occur within a legally required or contractually agreed period.

9. TRACKING INFORMATION

Where tracking is available, customers will generally receive tracking information after the shipment has been dispatched and registered with the carrier.

Tracking information may take time to become active after the shipping label is created or the parcel is handed to the carrier.

Customers should monitor available tracking information and carrier notifications.

Carrier updates may include important information concerning:

• Delivery attempts;
• Customs clearance;
• Import charges;
• Collection locations;
• Address problems;
• Delivery instructions;
• Deadlines for collecting a parcel.

If you believe there is a problem with your shipment, please contact:

info@sugarbrowed.com

10. ORDER CHANGES AND ADDRESS CORRECTIONS

Customers should verify all order and shipping information before completing checkout.

If you discover an error after ordering, contact:

info@sugarbrowed.com

as quickly as possible.

Please include your order number and the correct information.

Sugar Browed will make reasonable efforts to accommodate changes before dispatch, but changes cannot be guaranteed once an order has entered processing, packing or carrier handling.

Once a shipment has been transferred to the carrier, address changes may be impossible or may require the cooperation of the carrier.

Additional carrier or shipping charges caused by a customer-requested change may apply where permitted by law.

11. INCORRECT OR INCOMPLETE SHIPPING INFORMATION

Customers are responsible for providing accurate and complete delivery information.

This includes, where relevant:

• Full recipient name;
• Street address;
• House or building number;
• Apartment or unit information;
• Postal code;
• City;
• Country;
• Telephone number or other carrier-required information.

Where a parcel is delayed, misdirected or returned because the customer provided incorrect or incomplete shipping information, reasonable additional costs may apply to the extent permitted by law.

These may include:

• Return shipping;
• Reshipping;
• Storage;
• Carrier correction fees;
• Customs-related charges;
• Other directly incurred logistics costs.

Sugar Browed will assess such cases individually.

12. SPLIT SHIPMENTS

An order may occasionally be divided into multiple shipments where reasonably necessary.

This may occur because of:

• Product availability;
• Product type;
• Inventory location;
• Weight or size restrictions;
• Carrier requirements;
• Operational requirements.

Where Sugar Browed independently decides to split an order, the customer will not be charged additional shipping fees solely because of that decision.

Separate shipments may have separate tracking numbers and may arrive at different times.

13. THIRD-PARTY FULFILMENT AND DIRECT SHIPPING

Sugar Browed may occasionally use approved suppliers, manufacturers, logistics providers or other fulfillment partners to dispatch particular products.

As a result:

• Different products may arrive separately;
• Multiple tracking numbers may be issued;
• A shipment may originate from another authorized location;
• Transit times may differ between parcels.

Unless expressly stated otherwise, Sugar Browed remains the customer's seller and contractual counterparty.

14. PRE-ORDERS

Certain products may occasionally be offered for pre-order.

The applicable product page will provide available information concerning expected availability or dispatch.

Estimated pre-order dates may change because of manufacturing, transport, customs or other supply-chain circumstances.

Where an order contains both pre-order and immediately available products, Sugar Browed may:

• Ship the available products separately;
• Hold the shipment until the pre-order product becomes available where this was made clear to the customer;
• Contact the customer regarding available fulfillment options.

Mandatory cancellation, withdrawal and refund rights remain unaffected.

15. LARGE ITEMS AND SPECIAL DELIVERIES

Where Sugar Browed offers furniture, large equipment or other oversized products, different shipping arrangements may apply.

These may include:

• Extended processing times;
• Extended transit times;
• Freight delivery;
• Curbside delivery;
• Appointment-based delivery;
• Additional access requirements.

Any material special delivery conditions should be communicated on the applicable product page, at checkout or before shipment.

Customers are responsible for providing accurate information about delivery access where this is reasonably required.

Where assembly, installation, room-of-choice delivery or packaging removal is not expressly included, customers should not assume these services are included.

16. INTERNATIONAL ORDERS

Orders shipped outside the applicable domestic customs area may be subject to import procedures in the destination country.

Customers are responsible for ensuring that products ordered can lawfully be imported and used in their destination jurisdiction where this responsibility lawfully rests with the customer.

Sugar Browed may refuse or cancel shipments where delivery is prohibited or materially restricted by:

• Import laws;
• Export laws;
• Sanctions;
• Carrier restrictions;
• Government regulations;
• Safety restrictions;
• Other applicable legal requirements.

If a paid order cannot lawfully or operationally be dispatched, Sugar Browed will handle the affected order in accordance with applicable law.

17. INTERNATIONAL SHIPPING TERMS – DAP

Unless expressly stated otherwise at checkout or in the applicable offer, international shipments outside the relevant customs territory may be dispatched on a Delivered At Place (DAP) basis consistent with Incoterms® 2020.

Under this arrangement, Sugar Browed arranges transportation to the specified destination.

The recipient may be responsible for destination-country import formalities and applicable charges, including:

• Import duties;
• Import VAT;
• Customs charges;
• Brokerage fees;
• Clearance fees;
• Government charges;
• Other destination-country import costs.

The exact charges depend on the destination and are determined by the relevant authorities or service providers.

This section applies subject to mandatory consumer and tax law.

18. CUSTOMS AND IMPORT CHARGES

Sugar Browed does not determine destination-country customs assessments or import charges.

Depending on the destination, customs authorities, carriers or customs brokers may contact the recipient directly for:

• Information;
• Identification;
• Documentation;
• Payment of duties or taxes;
• Customs clearance instructions.

Customers should respond to legitimate customs or carrier requests within the required timeframe.

Failure to cooperate with customs clearance may result in:

• Delay;
• Storage charges;
• Return of the parcel;
• Abandonment;
• Destruction where permitted by local procedures.

Where additional costs arise because the recipient refuses or fails to complete required import procedures, those costs may be deducted from any amount otherwise refundable to the extent permitted by applicable law.

19. CUSTOMS DELAYS

International parcels may be delayed while undergoing customs clearance or regulatory inspection.

Sugar Browed does not control customs authorities or their processing times.

Where reasonably possible, we may assist by providing shipping documentation or cooperating with carrier enquiries.

A customs delay does not automatically mean that a shipment is lost.

Mandatory customer rights relating to delivery remain unaffected.

20. DELIVERY ATTEMPTS AND COLLECTION

Depending on the carrier and destination, a parcel may:

• Be delivered directly;
• Require a signature;
• Be left according to an authorized delivery preference;
• Be redirected to a collection point;
• Be held at a post office or carrier facility;
• Require collection following an unsuccessful delivery attempt.

Customers are responsible for reasonably monitoring carrier notifications and collecting parcels within applicable carrier deadlines.

Where a parcel is returned because the customer failed to collect it after reasonable notification, additional costs actually incurred may apply to the extent permitted by law.

21. DELAYED SHIPMENTS

If tracking shows no movement or a shipment appears materially delayed, customers should contact:

info@sugarbrowed.com

Sugar Browed may contact the carrier, request additional information or open an investigation where appropriate.

A delay does not automatically mean that a parcel has been lost.

Where applicable law gives the customer a remedy because goods have not been delivered within the required or agreed period, those statutory rights remain unaffected.

22. LOST SHIPMENTS

Where a shipment appears to be lost, Sugar Browed may open an investigation with the relevant carrier or logistics provider.

Customers may be asked to provide information reasonably required for the investigation.

Carrier investigations can take time, and the applicable timeframe varies by carrier, service and destination.

Sugar Browed will not treat a shipment as conclusively lost solely because tracking has temporarily stopped updating.

However, a carrier investigation does not suspend or remove mandatory consumer rights concerning delivery.

Where a shipment is confirmed lost, or where applicable law otherwise requires a remedy, Sugar Browed will provide an appropriate resolution.

Depending on the circumstances and applicable law, this may include:

• Replacement; or
• Refund.

23. DELIVERED BUT NOT RECEIVED

If carrier tracking states that a shipment has been delivered but the customer reports that it has not been received, Sugar Browed may investigate the delivery.

Customers may be asked to:

• Confirm the delivery address;
• Check with household members;
• Check with neighbours;
• Check reception, concierge or designated safe locations;
• Contact or cooperate with the carrier;
• Provide relevant documentation;
• Cooperate with a carrier investigation.

Where appropriate, Sugar Browed may request proof of delivery or other information from the carrier.

Each case will be assessed based on the circumstances, available evidence and applicable law.

A carrier's "delivered" status does not by itself remove any mandatory statutory rights.

24. DAMAGED SHIPMENTS

If a parcel or product arrives damaged, please contact:

info@sugarbrowed.com

as soon as reasonably possible.

Please provide:

• Your order number;
• A description of the damage;
• Photographs of the product;
• Photographs of the shipping packaging;
• Video where reasonably relevant.

Please retain the product and packaging while the claim is being investigated where reasonably possible.

Damaged or defective goods will be handled in accordance with our Return & Refund Policy and applicable law.

25. REFUSED, UNCLAIMED OR ABANDONED SHIPMENTS

Where a shipment is:

• Refused;
• Not collected;
• Abandoned;
• Returned because required import charges were not paid;
• Returned because required customs procedures were not completed;

Sugar Browed may wait until the shipment's status and costs can reasonably be determined before calculating any amount refundable.

To the extent permitted by applicable law, costs actually incurred because of circumstances attributable to the customer may be deducted from any amount otherwise refundable.

These costs may include:

• Return shipping;
• Carrier fees;
• Storage charges;
• Customs charges;
• Brokerage fees;
• Destruction costs;
• Other directly incurred logistics costs.

Refusing delivery or refusing to pay applicable import charges does not automatically create a right to a full refund.

Mandatory consumer rights remain unaffected.

26. RETURNED SHIPMENTS

If a parcel is returned to Sugar Browed, we may contact the customer to determine the appropriate next step.

Depending on the reason for return, available options may include:

• Reshipment;
• Refund where applicable;
• Another appropriate resolution.

Where the return was caused by incorrect customer information, failure to collect, refusal of delivery or failure to complete required import procedures, additional shipping or other directly incurred costs may apply to the extent permitted by law.

Where the return resulted from an error attributable to Sugar Browed or the goods were defective or incorrectly supplied, the customer's statutory rights remain unaffected.

27. RESHIPPING

A returned order is not automatically reshipped.

Before reshipping, Sugar Browed may need to:

• Receive or locate the returned parcel;
• Confirm its condition;
• Verify the delivery address;
• Determine why the original delivery failed;
• Determine whether additional charges apply.

Where Sugar Browed agrees to reship an order, the applicable carrier and shipping method may differ from the original shipment unless otherwise agreed.

28. FRAUD PREVENTION AND SHIPPING VERIFICATION

To protect customers and Sugar Browed from fraud, we may conduct reasonable verification before dispatch.

This may include:

• Identity verification;
• Address verification;
• Payment verification;
• Order verification;
• Requests for additional information where reasonably necessary.

A shipment may be temporarily held while a legitimate verification issue is investigated.

Where an order is cancelled following verification, any refund due will be handled in accordance with applicable law.

29. RISK DURING DELIVERY

For consumer purchases, risk of loss or damage passes in accordance with applicable consumer law.

Where Sugar Browed arranges shipment to an EU consumer, risk generally remains with the seller until the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the goods, except where applicable law provides otherwise.

The mere transfer of a parcel by Sugar Browed to the carrier does not automatically transfer shipping risk to an EU consumer.

Different rules may apply where the customer independently commissions a carrier not offered by Sugar Browed.

30. BUSINESS CUSTOMERS

Different shipping and risk-transfer rules may apply to business-to-business transactions.

Wholesale customers, distributors, authorized partners, resellers and other business customers may be subject to separate commercial shipping terms, including separately agreed Incoterms®.

Where specific B2B shipping terms have been agreed in writing, those terms take precedence for the relevant transaction.

31. FORCE MAJEURE AND EXTERNAL DISRUPTIONS

Shipping and fulfillment may be affected by circumstances outside Sugar Browed's reasonable control, including:

• Severe weather;
• Natural disasters;
• Major transportation disruption;
• Strikes;
• War or armed conflict;
• Civil unrest;
• Government restrictions;
• Customs action;
• Public health emergencies;
• Major carrier failures;
• Infrastructure outages.

Sugar Browed will take reasonable steps to manage affected orders.

Nothing in this section removes remedies available to consumers under mandatory applicable law.

32. SHIPPING COSTS

Applicable shipping charges are displayed at checkout before completion of the order where possible.

Shipping costs may depend on:

• Destination;
• Shipping method;
• Parcel weight;
• Parcel dimensions;
• Product type;
• Carrier;
• Other relevant logistics factors.

Any free-shipping promotion is subject to the conditions communicated with that promotion.

Return shipping costs are governed by our Return & Refund Policy.

33. CONTACT

For shipping, tracking or delivery questions, contact:

info@sugarbrowed.com

Please include your order number where possible.

Sugar Browed
Calle Flauta Mágica 11D, Piso 2
29006 Málaga
Spain

NIF: Z3351581A
VAT Number: ESZ3351581A