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FAQ

  • Can I cancel an order I have placed?
    Yes; orders can be cancelled within 24 hours after the date of purchase. This includes any changes or modifications being made to an order. After 24 hours, no ordre can be changed or cancelled.
  • What If my products melt during transit?
    During transit and during warmer months, your products are prone to changing textures such as softening or even melting due to extreme temperatures. If this occurs, prior to opening your jar, place the items in your refrigerator for a few hours to allow them to harden. DO NOT OPEN TO CHECK FOR MELTING BEFORE REFRIGRATION. This can cause spilling which will result in loss of product. Our hand-whipped process adds tiny air bubbles that increase the volume, just like whipping cream. If a whipped product melts, the air bubbles collapse and the volume is decreased. So, although the jar was filled to the top initially, there will be less volume in the container (since it has deflated) and the container may actually look half full. After cooling, a melted Whipped Butter will be the consistency of a body balm and is still a great moisturizer! If a Sugar Scrub melts due to hot weather, the oil may begin to separate. Just place it in the fridge! As it begins to harden up, give it a stir and place it back in the refrigerator. Once it's solidified and mixed it will be perfect to use!
  • Do you ship international?
    At this time we ship to the US and Canada
  • What is the Summer Shipping Policy?
    Summer Shipping Policy (June through September) Based on the high temperatures in the summer months, all order placed between June-September is subject to the Summer Shipping Policy. In efforts to ensure a fast turnaround time for orders getting to our customers we only ship Monday through Thursday to avoid any delays. Please ensure that you track your order and retrieve your items as soon as they arrive to avoid any melting that may occur in the high temperatures. We assume no responsibility for melting issues and orders will not be replaced. If you live in an area that experiences warm temperatures all year round, this policy applies during that time period
  • What if my order arrives damaged?
    If your order has arrived damaged, we will do our best to compensate you. You will be required to report any damages to us within 24 hours of delivery. Send an email to hello@sugarplumserenity.com with "DAMAGED ORDER" as the subject line. You will be expected to do the following in the email: 1. Submit at least 2 clear pictures per damaged item 2. Provide a picture of your packing slip 3. Give a detailed description of the damage We will do our best to replace each damaged product with the same scent, variant, and size. You may be offered a similar product if the exact one is not in stock.
  • How can I stay up to date on sales and store updates?
    Subscribe to our email ist and be sure to add Sugarplum Serenity as a contact. If for some reason you aren't receiving our emails, check your spam folder.
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