What is your Return Policy?
All Sales are FINAL. Our only guarantee that no one has ever previously received or worn the garment you have chosen is to accept a NO RETURN- ALL SALES FINAL policy, both online and in our retail store.
Can I Cancel my Order?
You will not be able to cancel your order if we have already shipped the item or special ordered it for you.
Do you need an appointment to shop at Sugarplum?
You do not need an appointment to shop in Sugarplum. We welcome you to stop in anytime during open hours. If we are busy, please sign in and the next available sales associate will be with you. If you are shopping for Mother of Gown, it’s best that you arrive when we open to avoid the wait build-up in the afternoon.
Why can’t I take pictures, facetime or video in the store?
Sugarplum reserves the right to protect our business operations. We are not a show room for the internet and competitors. If you need to show others your dress of choice, we encourage you to shop with someone who can help you make this important decision or return with them to help you. We do encourage pictures to be taken when you have made your purchase.
Why don’t you divulge your size or designers in the store?
We have spent a lot of time and money to design the perfect sales experience and to protect the store. We do not want to be used as a show room for the internet. We are all about the fit not the size. Our goal as a special occasion boutique is to find the perfect dress for your shape and occasion
Do you need a parent or guardian to try on prom gowns?
All prom girls must be accompanied by their LEGAL Parent or Guardian, whom we dearly depend upon to help make such an important decision. No exceptions. Our gowns are Final Sale and we Do Not Hold Merchandise.
Are your dresses Samples?
Our In-Store inventory of dresses and gowns are not samples. These dresses are to be sold off the rack. Only our Sugarplum staff handles these garments to insure our stock remains in perfect condition.
What is the process of special orders?
All orders must be paid in full at the time of order. All orders are non-refundable and cancellations are not allowed. When your order has been placed with Sugarplum, we will not charge your credit card until we are positive that we can get the dress to you for the wear date given to us with the order. Once this is assessed, you will receive a confirmation of your order with the delivery date by email or phone.
*We cannot be held responsible for slight change in dye lot or fit. We require that you come in within a week of special order arrival to make sure that everything is correct.
Tax is not included in the cost of any item. For residents of NEW YORK there will be tax added to the cost of the item(s) ordered.
Shipping and handling charges are *Free Ground Shipping in the Continental USA. When we inform you about the delivery date you can email us to upgrade to 3rd, 2nd or next day air for a fee.
How long is that wait for a fitting room on the weekends and holidays?
During our busy season, January- April or Holidays we have a 45 minute time limit for Prom and Sweet 16 customers and 60 minutes for Mother-of. For additional time, please stop in during the week.
Is there a charge for alterations?
Yes there’s a charge for alteration. There is no cap on the prices. We have two fabulous alteration departments both on location and in a suite across the street from our shop! You will have an attentive, private fitting. You do not have to do alterations at Sugarplum. If you choose to do alterations with us, we require that you book your appointment within 2 weeks of purchase or we may not be able to accommodate you.
*We are not responsible for items once they leave the store. Loose and missing beads, broken zippers, open seams, etc. due to wear and tear of the garment can be repaired for an additional charge.
Why are your prices lower online than in your retail store?
Sugarplum offers information and many other services that are not available on the internet.
We offer one on one personal sales help. We walk you through the process of finding the appropriate dress for your body, occasion and price point.
Our sales associates have tremendous knowledge about delivery, actual color swatches discussion of coverage (custom sleeves and jackets). You are actually able to try on and feel the fabrication of your selection.
We also carry a very large inventory of top selling styles in multiples of colors and sizes 4-24,
available to try and buy or order, if necessary.
Due to the high costs of customer service and tremendous In-Stock selection that Sugarplum offers in our brick and mortar location, we are unable to offer our online prices in our store.
Our in store location offers no style and size information to take back to the internet (either for sugarplumonline, or any other website, or competitor).
If price is most important, we encourage you to shop online. Because you have needed no assistance from us, the cost is considerably less to do business. Sugarplumonline internet business is handled in a separate manner than our retail shop, by a separate division. Often,
Sugarplum prices are less than most online stores.
Our in store location offers no style and size information to take back to the internet (either for sugarplumonline, or any other website, or any other competitor).
*Occasionally due to human error, incorrect prices and listed. Sugarplum reserves the right to make corrections before processing any order. We will not be held responsible for pricing errors. Thank you.
What type of Payments do you accept? We accept Cash, Master card, Visa, American Express and Discover. (Cash only for Alterations and SALE items only)
How do I know my size?
Most manufacturers sizing run very small, remember you are buying a proper fit, not a number!
If you find your measurements are border line, it is always safest to go to the bigger size. Dresses can always be made smaller and rarely can they be released properly! We will post most manufacturers size charts with each item. We suggest that you use our measuring techniques…
How to measure:
Use a tailor’s tape measure.
Take your measurements over your undergarments that you will be wearing.
Snug but not tight, measure and record:
- BUST: Measure across fullest part of bust
- WAIST: Measure at natural waist
- HIPS: Measure around FULLEST part of hips,
Approx. where thigh bends
Still need help? Due to the costliness of our garments, if you feel uncertain as to which size to choose, we're happy to assist you. Call us toll free or email us to help you with your size selection.