FAQ

Our comprehensive ordering process supports you from design and production to delivery. Begin your project by adding desired products to your quote and providing detailed information. Uploading your logo or design helps us generate an accurate price estimate and personalized designs.

Once we receive your quote request, we will respond within 24 hours. Our design team collaborates with you until you are 100% satisfied with the result. Production starts only after you approve the design.

Our Design Team will create multiple design variations using your logo, based on your specifications. They will share these designs, along with a price quotation, typically within 24 hours.

Production begins only after you review the mockups and approve the order. We are committed to ensuring your complete satisfaction with the final result.

Yes, our suppliers typically require a minimum order quantity of 25 to 100 units for customized products. Each product page specifies the minimum order size.

Lead times vary by supplier, but generally range from 2 to 4 weeks (10-20 working days) from final order approval to delivery at your preferred address. Individual lead times are provided on each product page.

Absolutely! We offer the option to purchase unprinted product samples directly from our website, so you can experience the products before placing an order. For large orders, we may provide printed samples after order confirmation.

No, orders cannot be canceled once you have accepted them and production has started. Customized products are not eligible for returns or exchanges. Rest assured, we won't begin production without your approval.

Our team is eager to help you create exceptional merchandise for your team or customers. Feel free to email us at hello@sugarcoat.com.

We accept payment via credit card or bank transfer, using Stripe as our payment partner. We accept commonly used cards such as Visa, Mastercard, American Express, and more.

Payment for samples is made directly through our website during checkout. Once payment is confirmed, we will proceed with the sample order.

No payment is required before you approve your design. Once you've approved the design, our team will send you an invoice. After we receive payment, we will initiate detailed artwork and production. As all our orders are fully personalized, our policy requires full payment before starting production.

Our team of product experts meticulously selects suppliers who prioritize quality and sustainability. We curate our product selection based on design, quality, and eco-friendliness, preferring fewer high-quality products over a vast range of uncertain quality.

We collaborate with both small unique brands and large high-quality global brands. Our primary focus is on quality over quantity, and our suppliers share this belief.

Our prices are displayed as a range due to the varying factors, including product cost, customization fees, and shipping costs. To receive an exact price, simply request a quote, and our team will provide you with a precise price based on your project details.

Yes, our pricing range indicates that larger orders receive better prices. This is because we can negotiate better deals with suppliers and reduce customization costs per unit.

Shipping costs are itemized separately and depend on the order size and delivery address(es). These costs will be clearly stated in your quote.

Shipping times vary depending on origin and destination, as we ship from multiple locations across Europe. Generally, shipping within the EU takes between 2-5 working days.

Lead times vary among suppliers but typically range from 2 to 4 weeks (10-20 working days) from final order approval to delivery at your preferred address(es). Individual lead times are displayed on each product page. 

No, customized products cannot be returned or exchanged once the order is approved and production has begun.

We can send you tracking information via email when your order is shipped from our warehouses.

If you receive a damaged product, please contact us at hello@sugarcoat.com, and we will work with you to resolve the issue. We may replace the damaged product or issue a refund for that specific item.

Yes, we can split your order and deliver to multiple addresses. Please inform our team if this is required, and they will arrange shipping accordingly. Additional shipping fees may apply.

Currently, we only ship within Europe.

Shipping costs are invoiced as a separate line item.

We offer a variety of customization methods tailored to each product. Our capabilities cover almost all common methods. The team will guide you through selecting the best method for your project, ensuring beautiful results.

Lead times vary among suppliers but typically range from 2 to 4 weeks (10-20 working days) from final order approval to delivery at your preferred address(es). Individual lead times are displayed on each product page.

Some suppliers offer fast-track production for additional production cost and shipping fees. If you need a rush order, please contact us at hello@sugarcoat.com.

Submit your logo as a vectorized design when requesting a quote to ensure optimal print quality. We accept .pdf, .ai, and .eps formats.

We recommend using Pantone colors for consistency. If you have a specific Pantone color, please communicate this to our team. Otherwise, we will match the color as closely as possible.

Yes, simply choose multiple print locations when requesting a quote.

We source products from various suppliers, and inventory may occasionally change. In the rare case that the requested products are out of stock, we will notify you promptly to find an alternative solution.

No, we only offer customization for products available through Sugarcoat to ensure both product and customization quality.

Currently, we only offer products featured on our website. In the future, we plan to provide bespoke projects for larger orders. If you're interested in a brand we don't currently offer, please send us a suggestion at hello@sugarcoat.com.