Frequently Asked Questions:
How long do they take to make?
Every product is made by hand with care. Please allow up to *5 business days* for us to complete your order to be made and prepared for shipment
- The current processing time is between 3-5 business days (Some customized orders may take longer depending on the request)
How long does it take to ship?
- Standard Shipping & Handling takes approximately 10-25 Business Days Internationally (During holidays, 4+ Weeks) You will receive an email confirmation with the tracking information once the item is packaged and on its way to you.
Estimated SHIPPING TIME for Standard Shipping:
- to USA is around 10-25 days
- to Europe is around 8-15 days
- to Australia is around 10-25 days
- to Canada is around 10-25 days
Estimated SHIPPING TIME for Express Shipping (DHL express )
- 2-5 business days
DHL SHIPPING REQUIREMENTS:
★ Please leave your phone number in your contact information before check out when shipping with DHL Express - This is MANDATORY - In order for the courier to contact you if you are not home.
*We will not be liable for package lost or damaged in transit, stolen by someone or item is lost when left at door, but shown as delivered. The customer is liable to locate and/or contact the carrier service for any lost package left at the door. To ensure that no disputes arise due to this, kindly make sure that someone is there to receive the package when courier delivery is attempted.
*The customer will, without exception, bear the cost of lost/damaged items due to incorrect address. Please make sure your shipping address is correct.
*If shipping carrier left notice and attempted to deliver package to you and for any reasons package is returned to us or lost in transit back to us, you will be liable for full value of items and shipping fee.
* If item is returned to us, you will be liable to pay for shipping fee again.
* If shipping carrier left notice in case you are not available and it's lost and stolen we will not be held liable for this and it will be considered a complete delivery for all intended purpose.
*Once provided tracking number, Its customer responsibility to track package and in delivery problems contact their local post office to resolve any delivery related issues.
*Once item is shown delivered in tracking status, We will not consider any claims for lost or stolen packages, It's customer's responsibility to resolve these issues with their local post office.
How do I order the design I want?
- Once you enter The Collection Page, click on the image that you like. Choose the Single/Set Category to decide on which pieces you'd like or a gift set. Next, choose the color, size and style that you like, quantity, and add to cart. For any special requests, color changes, add ons, etc. please add it to your notes in your cart before you check out.
- Absolutely, we love custom orders! Since each item is custom made once you have placed your order you can request your preference of color(s) or if you already have an item you would like embellished or would like a design not shown/offered please use the notes section before you check out to inquire about your request and a price quote.
Will I get the exact design of the one pictured in the photo?
- We do our best to create the exact style that you want. No order is exactly identical as pictures and these items are all hand-made and customized by request.
What sizes do you carry and can my older toddler use your pacifiers?
- Our pacifier sizes range from 0-6 months, 6-18 months and 18+ months
What pacifier brands do you use?
- We work with Avent and Nuk
How do I clean & care for my pacifier?
- All pacifiers, clips, cases and bottles containing crystals should be HAND-WASHED ONLY in lukewarm soapy water. Perfumes, creams, lotions, and makeup all contain substances than can affect plated jewelry. Some soaps and detergents are stronger and harsher than others. Any substance that isn’t PH neutral can potentially affect your plated jewelry.
Will the crystals easily fall off or detach?
- Our Nuk Crystal Pacifiers and Pacifier Clips are of the highest quality, strongly attached & we use non-toxic glue. However, the Bling Avent pacifiers, Bottles & pacifier cases which are crystalized are to only be hand-washed in warm soapy water. Once the baby is able to throw, chew or damage the product, there is a chance that a crystal may detach. All items are delicate and should be handled with care. Adult supervision is required.
- DISCLAIMER: Our Pacifiers and Baby Accessories are novelty items. Crystals and other decorations on the product may detach and pose a choking risk. NEVER leave your child unattended with our items. The customer agrees that the use of the product is entirely at the customer's own risk. Liability in regards to the use of this product lies on the buyer. Sugar Plum Avenue is not responsible for any risks and any lost/stolen items.
Do you accept refunds/exchanges?
- Yes. If there is an error on our part or a rare defect, we will exchange/refund your item. If you have any questions, please don’t hesitate to contact us. We will do our best to accommodate you.
- Just contact us within: 3 days of delivery
- Ship items back to us within: 7 days of delivery (customer pays for return shipping fees)
- Request a cancellation within: 12 hours of purchase
- Conditions of Returns: Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.