1. What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, and a range of local payment methods depending on your country, including iDEAL, Sofort, and Giropay (where available).
2. Do you ship internationally?
Yes! We ship to most countries worldwide. Shipping costs and estimated delivery times are displayed at checkout and on our Shipping Policy page.
3. Are your contact lenses safe?
Yes. Our cosmetic contact lenses are manufactured in certified facilities and comply with applicable EU regulations. Our products are CE marked and manufactured under quality management standards including ISO 13485.
Always follow the supplied instructions for safe lens wear and consult your eye care professional if you experience discomfort.
More Product Information | Lens Care Guide
4. Do I need an account to place an order?
No. You can check out as a guest without creating an account.
Creating an account allows you to view your order history and track future purchases more easily.
5. Can I cancel my order?
Orders can be cancelled before they have been shipped. Once an order has been dispatched, our Refund & Returns Policy applies.
Please contact us as soon as possible if you wish to cancel your order.
6. My order arrived damaged or incorrect.
We’re sorry to hear that.
Please contact us within 48 hours of delivery and include your order number along with clear photos of the item and packaging. We’ll work with you to resolve the issue as quickly as possible.
7. Do I need a prescription?
Our lenses are cosmetic (Plano 0.00) contact lenses and are intended for customers who do not require vision correction.
Even if you do not need corrective lenses, we strongly recommend having your eyes examined by an optician before wearing contact lenses for the first time.
8. Do you ship to PO Boxes?
No. We currently require a residential or business address for delivery.
9. Why was my payment declined?
Payments may be declined for several reasons, including:
- Insufficient funds
- Incorrect card details
- Expired card
- Bank security checks
- Payment provider restrictions
If your payment continues to fail, please contact us and we’ll be happy to help.
10. How is my personal data handled?
We process personal data in accordance with the GDPR and our Privacy Policy.
You may request access to, correction of, or deletion of your personal data where applicable under law by contacting us at [email protected].
11. Do you offer sponsorships or collaborations?
Yes! We’re always interested in working with creators, influencers, photographers, cosplayers, events, and other partners who align with the Sugar Serum brand.
Send your proposal to [email protected].
12. I have another question.
We’re happy to help.
Please use our Contact page or email us directly at [email protected]. We aim to respond to most enquiries within 24 hours on business days.