We are committed to updating this page as often and for as long as it takes to get all your questions answered. We're more than happy to talk to you if you don't find your question answered here, but we're pretty sure you just want to crack on with your order! It's also helpful to check out the links in our header and footer for more detailed information on some of these topics.

Products & sizing

Shipping & Delivery

Order Queries

Payments & Gift Cards

    Not seeing answers to the questions you have? Please holler.

    Products & sizing

    Sizing information

    Getting this right is important, especially if you are ordering Sugar Plump stuff from overseas. Here's what we have to say on the question does sizing matter?


    Where is your stuff made and what's it made of?

    For our garments and totes, we use a New Zealand company called AS Colour - an initiative that, pardon the pun, has Socially Responsible practices woven into the very fabric of their ethos. 

    All these base materials are manufactured in Bangladesh and China under a very thorough code of practice. Get more from the horses mouth.

    The AS Staple cut we use has some elasticity in it and can feel a little huggy straight out of the box - depending on your preference, this might feel like a good or a bad thing! We've spent some time testing the fit, and after a couple of wears the fabric starts to loosen up, and after an initial wash it is fully relaxed. We think it's a great, durable tee that holds its shape well.

    One shortcoming of using AS Colour is that they have a very limited range of colours when it comes to 4XL and 5XL t-shirts - that kinda sucks. So for these sizes we print on Ramo Regular Fit stock - find out more  about the Ramo Social Responsibility practices. As for the fit, they don't offer size dimensions on their site (weird) but describe this style as being an easy fit, with relaxed body and looser arms. 

    How do I care for my Sugar Plump stuff?

    To get the most out of your garments, follow these hot tips:

    How often will there be new designs?

    We're aiming to release new and limited edition designs several times across the year. We recommend ordering as soon as the designs appear on the site so you're guaranteed to get the size and colours you want. Follow us on the socials or subscribe to keep up to date with what's happening (scroll down)!

    Why can't I get the design I want in different colours? 

    Well right now we are a small fry, so printmakers have advised us to keep it simple. We're testing the colour theory with our Daddy DeVito design (cobalt, coal, mustard and pink), so if that goes well we can extend the offer. Of course the more we sell, the more bossy we can get with the printers, so some of our designs may be reprinted in future with more colour options. Got a suggestion? Hit us with it.

    Why all your models gotta be so big & beardy?

    Well as a fledgling business I am relying on the kindness of my mates, and let's be honest, half of the designs in this first range are going to appeal to bear-ish folks looking for something different. Once the stock arrives, we'll be posting pics of peeps of different shapes, sizes, colours and gender identities!

    Yikes! The tee I want is sold out in my size!

    This is why we strongly recommend ordering early on the designs you want, as we may not reprint. Ultimately the goal is not to overproduce stock, but if you're the only kid on the block with a particular Sugar Plump Fairy tee not such a bad thing either :)

    Shipping & Delivery

    Where do you ship to and how long will it take?

    All orders have tracking and are shipped from Collingwood (Melbourne, Australia) using Sendle as our carrier. I think we are all aware that the pandemic has wreaked havoc with postal services around the world, and patience is a virtue we've all had to work on... What we can promise you is that we will pick, pack and parcel up your orders as quickly as possible and get them in the hands of the carrier. Here's some info on where we ship to and how long it should take.

    Australia & New Zealand: Delivery time estimates

    The short story is that is takes an estimated 10-20 working days to deliver to the territories outside of Australia. For example, the UK usually takes 10 working days. We think the prices are pretty reasonable - they are calculated against current market rates, and we don't skim any profit off them.

    Please note that Sendle does not deliver to international PO boxes, military or diplomatic (APO, FPO, and DPO) addresses at this time. Currently we ship to these destinations:

    Asia Pacific: Australia, New Zealand, Japan, Indonesia, Malaysia, Singapore, Thailand, Vietnam, Fiji and Samoa.

    Western Europe: Austria, Belgium, Denmark, Finland, France, Germany, Greece, Guernsey, Iceland, Ireland, Isle of Man, Italy, Jersey, Luxembourg, Malta, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland and the United Kingdom. 

    North America: Canada, Mexico and the USA

    How much is shipping?

    Shipping rates are dynamically calculated at checkout using the Sendle app, and you're going to find that they are pretty reasonable. One of the benefits of this is that the more we ship, the cheaper is gets, so as Sugar Plump Fairy grows, the cheaper it will be to ship your next order. 

    Here's a rough guide if you're looking for some quick numbers:

    Australia: You're looking at AU$7-8 for delivery to all destinations in Australia under 500g (that's 1-2 tees) and under AU$10 for 3-4 tees. 

    New Zealand: You're looking at NZ$13-16 for parcels under 500g (that's 1-2 tees) and under NZ$18-22 for parcels up to 1kg (that's about 3-4 tees).

    Asia Pacific: At current exchange rates you're looking at somewhere between AU$19-23 to get a one or two tees delivered.

    Western Europe: At current exchange rates you're looking at somewhere between £13/€17 to get a one or two tees delivered.

    North America: At current exchange rates you're looking at somewhere between US$15-20 / CA$20-25 / MX$312-420 to get a one or two tees delivered.

    Do you offer gift wrapping?

    All Sugar Plump Fairy orders are delivered wrapped in branded tissue paper (that we encourage you to re-use!), and sealed with a cute sticker. Both of these materials are produced with FSC-certified materials and are 100% recyclable. It's a free service that you can opt out of too - just add a note at checkout! 

    How does local pick-up work?

    We're located in the heart of Collingwood (Melbourne, Australia), and are a two minute walk from the nearest #86 tram stop. After you select local pick-up at checkout (it's free!), we will be in touch via email to let you know some windows of time that are available. This is because life/work balance is important, and because there's soooo many shows people have told me I need to watch ("stick with it til episode 3"). I also need some dirty martini time :) 

    Do your offer tracking?

    Yes! All parcels that go out the door with Sendle are tracked, and you'll be kept up to date via email or SMS depending on the information you provide at checkout. If we need to use an alternative carrier to get your order to you, we'll make sure that is tracked too. 

    Order Queries

    Do I need an account to place an order?

    No. You can check out as a guest or create a customer account. The benefits of the latter are ease of use next time you order - fields will be auto-populated, and rest assured it is all secured.

    I'm having trouble logging into my account!

    Please use the Contact Form to holler about any issues and we will get them resolved ASAP. We regret any frustrations, and will provide better information on this as we understand what kind of things can go wrong in this regard. We hope you can be kind to our mistakes - we will get better, we promise.

    Can I change or cancel my order?

    Before it has been dispatched, sure! Just make sure you let us know ASAP. After you have received your dispatch email, well that's problematic and the reason is a very practical one - any changes to the delivery address means the parcel will need to be found among thousands of others at the right depot (and there are lots of depots!) and at the exact right time.

    With that in mind, we want to say out loud that autofill can be a good or a bad thing. So our best advice is to triple check your address details at checkout!  If you give us the wrong deets, we are not legally obliged to replace/resend. That said, we are also human and will assess these situations on a case by case basis.

    How do I check my order status?

    If you have an account set up, you can get up to the minute updates there! You can:

    • check the status of your order
    • see real-time updates on the location of your shipment
    • opt in or out of Messenger, SMS, and email notifications
    • click to begin shopping in your online store again

    If you don't have an account, you'll get shipment updates from the carrier via the option you choose at checkout.

    How do I find my order number?

    You'll find this on your account if you have one, otherwise check your emails (including that pesky spam folder if you don't see it at first)

    Can I add a personal greeting to my order if I send it to someone else?

    Not yet, but we are working on it! Please be aware that the Notes section on the cart page is there for you to provide information that will help deliver your order safely and securely.

    What is your Returns policy?

    You can find all the information you need on our Returns & Refunds policy page. If the last year and a half has taught us anything, is that things don't always go to plan. We'll be reasonable, and we'd ask you to be as well. 

    Is my personal information safe with you?

    It sure is. All your payment information is encrypted (we can't see it), and we'll never on-sell your personal information to a third party. It will only ever be used by us to fulfil your order or contact you if something goes awry.

    Artistic trysts and aesthetic affairs

    We are definitely looking to collaborate with artists in the future, the caveat being that we have a focus on being a platform where queer artists (and their allies) can design in queer ways. More on this as the dust settles! 

    Payments & Gift Cards

    What payment methods do you accept?

    We accept Mastercard, Visa, Amex (Amex may charge extra fees), PayPal, Apple Pay, G Pay and Shop Pay. 

    How does the currency converter work?

    Our prices are set in AUD as this is where we operate the business from. For those outside Australia, the converted values are estimates and Shopify will calculate prices at the exchange rate that is current when your order is shipped. It's not perfect but it's how the system works - sometimes this will work to your advantage, and at other times not so much. 

    Taxes, customs and card fees - what the hell?

    We'll calculate taxes at checkout where they are applicable. For example, all sales in AUD include GST. 

    As for customs fees, at this stage we ask customers to be mindful of any that you know will apply in your area before placing an order. We'll provide more detailed information about this on our site as we receive more feedback. Also keep in mind that customs can delay deliveries at the border (especially in Canada, but you folks probably have had some experience with this already - insert EEK emoji here).

    As for transaction fees, the Shopify Payments app will charge small card fees on international orders and this is an industry standard - it's important to note that Sugar Plump Fairy does not collect any of these monies!

    Do you have Gift Cards?

    Yes we do! Before buying one, just take note of this stuff:

    • We highly recommend using your own email at checkout, then you forward on the Gift Card at the right time and with a personalised message. The notes section at checkout won't get to your mate - it's for delivery info mainly. 
    • Gift cards can be used to pay for products and freight costs
    • Don't see the voucher email? Check your spam/junk folder
    • Any unused value on your Gift Card can be used next time!
    • All values are in AUD because the site is not regionalised at that level. We're working on it!
    • Gift Cards are valid for 3 years from the date of purchase
    • You can't use a Gift Card to buy another Gift Card
    • Physical version for maximum mailbox joy coming soon!

    Refunds and credits - what's the drill?

    Things go wrong sometimes - we get that, and we'll handle these via personal communications and on a case by case basis. If the outcome is that we agree to a credit or refund, there's an onus on the customer to return the purchase in the condition in which it was sent (where applicable), so package and resend it in a way that is safe and reliable. If this condition is not adhered to or it doesn't arrive back to us, you may not be eligible for the agreed credit or refund.

    Please note that Sugar Plump Fairy Designs accepts no responsibility for deliveries made to incorrect or incomplete addresses provided by customers. In this case, you will need to place a new order with the correct details.

    It's a jungle out there - is my credit card information safe?

    Sure is! All that important info is encrypted is complicated and spooky ways - even we can't see those details in our system. We'll just see the last 4 digits so that both parties can recognise the card you used to make your purchase.