FAQ

I placed an order and then you sold out of it! Was I charged?

When you place an order; your card is charged with the total amount in your receipt. If we are sold out we will contact you immediately for a refund.

I want this order gift-wrapped. Is this possible?

We take care in wrapping our items in tissue - if you would like something more please email us ahead of time so something else can be arranged.

I asked for something to be ordered specifically for me as a special order, can I return it?

Special orders are exactly that – ordered specifically for you. There are absolutely no returns or exchanges.

I saw something online just the other day, now I can’t find it – what gives?

As items sell out we may take the items down off the storefront - if you would like to be put in a waiting list for this item please email customer service at sucre@sucrenyc.com

What type of emails will I receive if I sign up for the mailing list?

We send you updates on new product, promotions – some of these sales are only available for our mailing list so don’t miss out!

How many marketing emails can I expect from Sucre?

We try and send out 1 to 2 emails monthly – sometimes we may send out more if there is a special sale or promotion. But we will not bombard you with daily emails.

PRIVACY AND SECURITY

We value your privacy! Please review our privacy notice below.
SUCRE will not sell, trade, or rent your information to ANYONE. In short we do not release any information about you to other companies.
SucreNYC.com collects your name, shipping and billing address, phone number, and email when you shop and register with us. This information will be used for order follow-up. If you sign up for our email, we use your information to notify you of promotions and new products.

SUCRE will not send personally identifiable information about you to other companies or people, unless:
-We have your consent to share the information
-We need to send the information to companies who work on behalf of SUCRE to provide a product or service to you. An example of this would be giving ups your address for shipping merchandise to you
When you visit SucreNYC.com we do not capture your name, email or other personal info until you register with us.
After you place an order at SUCRE we use that information to process your order. You will receive an email confirmation from us immediately and from UPS when your order has processed with your tracking number. Occasionally, we may need to contact you by email or phone if we have other questions regarding your order.

SUCRE uses Paypal for a secure shopping experience, to learn more about how PayPal works visit their website here online

SHIPPING

All orders are shipped by UPS on business days (Monday-Friday) aside from holidays from New York, NY.
Please see below for shipping charges:

OVER $250 FREE SHIPPING TO US AND EUROPE.
DOMESTIC SHIPPING: USPS Ground - $10. Please contact us at sucre@sucrenyc.com if you want expedited shipping.
ITERNATIONAL SHIPPING is $40; it takes six-ten days. The customer is responsible for any additional fees, duties, taxes.

We are not responsible for UPS shipping delays.
*PLEASE ALLOW 3-5 ADDITIONAL DAYS FOR PROCESSING YOUR ORDER. If you have placed an order for immediate delivery such as 3-day or overnight, please contact sucre@sucrenyc.com or call 212-352-1640 to ensure a timely delivery.
If you chose to ship to multiple locations, additional shipping fees apply.
At this time, we are unable to ship to P.O. Boxes and Military addresses.
You can select to send a package to:
-Billing Address: same address as your credit card
-Shipping Address: an alternate address in which you will be able to receive your package by UPS
By placing an order with SUCRE you agree to receive your package at the address indicated on the order, SUCRE is NOT responsible for items lost or stolen by UPS. If you would like specific signature required shipping or have an address that is sometimes hard to ship to PLEASE contact us at sucre@sucrenyc.com or call 212.352.1640 prior to our processing your order so that we can ensure proper delivery.

RETURNS AND EXCHANGES

Our jewelry and accessories from SUCRE are NOT RETURNABLE. If you are unsure about an item, PLEASE contact us prior to purchase so we can answer any questions you might have.

If an item is damaged in some way please contact sucre@sucrenyc.com or call 212.352.1640 within 2 days of receipt of merchandise and we will handle the issue.

In most situations SUCRE will allow exchanges within 5 days of receipt of merchandise. Items must be in original unused condition; with all tags, cards, boxes and/or pouches included with return. Please phone (212.352.1640) or email us at sucre@sucrenyc.com, Monday - Friday (except holidays) between 11am – 6pm Eastern Time for return/exchange approval. No returns will be accepted without an RA#.

Returns must be sent via U.S. Postal Service, FedEx, or UPS only. Return packages MUST be insured for the full retail value of the merchandise. Sucre does not accept damaged merchandise. STORE CREDIT WILL NOT BE ISSUED FOR MERCHANDISE RETURNED IN A USED OR DAMAGED CONDITION. Pack returns with adequate protective padding and materials, as merchandise damaged from improper packaging or otherwise will not be accepted.

Shipping and handling charges are non-refundable, and customer is responsible for return shipping costs.

Sale Merchandise and Special Order Merchandise are final sale and cannot be RETURNED OR EXCHANGED. Price adjustments are not available for items which have gone on sale since being purchased.

If you have additional questions about returns or exchanges or any of our policies, please phone (212-352-1640) or email us at sucre@sucrenyc.com, Monday - Friday (except holidays) between 11am – 6pm Eastern Time.

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