Welcome to SugarThreadShop.com’s FAQ page! Here you’ll find answers to the most common questions about our laser-crafted products, ordering process, payments, shipping, and more.
General Questions
What is SugarThreadShop.com?
SugarThreadShop.com is a halal, Muslim-owned business based in Bangladesh specializing in custom laser-crafted products. We create unique, personalized items using precision laser cutting and engraving technology.
What kind of products do you offer?
We offer a wide range of laser-crafted products including home decor, personalized gifts, wall art, jewelry, accessories, custom signs, and many more. All our products are made to order with attention to detail and quality.
Are you a halal business?
Yes, we are a fully halal, Muslim-owned business operating in accordance with Islamic principles and values. We reserve the right to decline orders that contradict Islamic beliefs.
Do I need an account to shop?
Yes, all customers must create an account to place orders. We need to contact you via WhatsApp or phone to confirm orders, so guest checkout is not available.
Ordering & Customization
How do I place an order?
- Browse our products and add items to your cart
- Create an account or log in
- Proceed to checkout and enter your shipping information
- Submit your order
- Wait for our confirmation call or WhatsApp message
- Complete payment through your preferred method
- We’ll begin production after payment confirmation
Can I customize products?
Yes! We offer both pre-designed products and fully customized options. You can:
- Provide your own designs for personalization
- Choose from our existing design library
- Request specific modifications to our standard products
What file formats do you accept for custom designs?
We accept common image formats including JPG, PNG, PDF, SVG, and AI files. If you’re unsure about your file format, contact us and we’ll help you out!
Can I use my own photos for customization?
Absolutely! You can provide personal photos for laser engraving or cutting. We’ll work with you to ensure the best quality output for your images.
Will my custom design look exactly like the preview?
Due to the handcrafted nature of laser crafting and natural material variations, slight differences in color, texture, and appearance may occur. These variations make each piece unique and are not considered defects.
How long does it take to make my order?
- Standard production time: 3-5 working days after payment confirmation
- Actual time may vary based on order complexity and current order volume
- We’ll provide an estimated timeline during order confirmation
Can you make [specific item]?
We can create a wide variety of laser-crafted items! Contact us with your idea, and we’ll let you know if we can bring it to life. Please note that we cannot create items that contradict Islamic principles, such as Christmas ornaments or items depicting religious symbols contrary to Islam.
Payment
What payment methods do you accept?
We accept:
- bKash
- Nagad
- Bank Transfer
- Cash on Delivery (for non-customized products only)
All payments are processed offline and confirmed via phone or WhatsApp.
When do I need to pay?
- Customized products: Full payment is required immediately after order confirmation and before production begins
- Non-customized products: Payment can be made at any time before shipping, or cash on delivery
Is Cash on Delivery available for custom orders?
No, Cash on Delivery is only available for non-customized, ready-made products. Custom orders require full payment before production begins.
What if I can’t pay immediately?
For customized orders, you have 24 hours to complete payment after order confirmation. If payment is not received within this timeframe, your order may be canceled. Please contact us if you need an extension.
Are prices fixed?
Prices are locked once you place and confirm your order. Even if raw material costs change and we update our prices, your confirmed order will be honored at the original price.
Shipping & Delivery
Where do you ship?
We ship:
- Within Bangladesh: Using local courier services
- Internationally: Through DHL and FedEx
You can also pick up your order in person from our Uttara locations (see below).
How much does shipping cost?
Shipping costs are calculated at checkout based on:
- Your delivery location
- Package weight and dimensions
- Shipping method selected
Pickup is FREE! You can pick up your order from either of our Uttara locations:
- ZamZam Tower, Uttara
- Uttara Center Metro Station, Uttara
Simply select the pickup option during checkout or contact us to arrange collection.
How long does delivery take?
For Pickup:
- Ready for collection 3-5 working days after payment (production time)
- Pick up from ZamZam Tower or Uttara Center Metro Station during business hours
For Shipping: Delivery times vary by location:
- Dhaka: 2-3 days after shipping
- Other areas in Bangladesh: 2-5 days after shipping
- International: Typically 5-10 business days after shipping (may be longer depending on country-specific customs requirements)
Remember, production takes 3-5 working days, so total time = production time + shipping time.
Will I get tracking information?
Yes! Once your order ships, we’ll provide tracking information via WhatsApp, email, or phone so you can monitor your delivery.
What if my address is incorrect?
Please ensure your shipping address is accurate before confirming your order. Address changes after confirmation may not be possible, and we’re not responsible for delays or non-delivery due to incorrect addresses provided by customers.
What happens if the courier can’t deliver my package?
If delivery fails due to:
- Incorrect address
- Multiple failed delivery attempts
- Refusal of delivery
You’ll be responsible for additional shipping costs for re-delivery.
Returns, Exchanges & Refunds
Can I return my order?
Customized products: No, customized products cannot be returned or refunded once payment is made and production begins, except in cases of manufacturing defects, wrong items shipped, or shipping damage (with proper documentation).
Non-customized products: Yes, you can return non-customized products within 3 business days of delivery if they’re unused, in original condition, and in original packaging.
How do exchanges work?
Exchanges are provided in the form of store credit/coupons that can be used for future purchases on SugarThreadShop.com. Store credit does not expire but is non-transferable.
When can I get a refund?
Refunds are available when:
- We ship the wrong item (we’ll cover return shipping)
- The product arrives damaged during shipping (requires video proof – see below)
- There’s a manufacturing defect in your order
What’s the video proof requirement for damaged items?
If your product arrives damaged, you can only receive a refund if:
- You recorded a video of the damaged package before opening it, OR
- You opened the package in front of the delivery person who can verify the damage
This policy protects both you and us from shipping damage disputes. Without proper documentation, we cannot process damage claims.
How long do refunds take?
Approved refunds are processed within 7-14 business days and issued to your original payment method. You’ll receive an email confirmation once processed.
Can I cancel my order?
Before payment (customized orders): Yes, you can cancel before making payment.
After payment (customized orders): No, once you’ve paid for a customized order, it cannot be canceled as production begins immediately.
Non-customized orders: Yes, you can cancel before shipping. Contact us immediately via WhatsApp, phone, or email.
Product Quality & Variations
Do products come with a warranty?
Most products do not include warranties unless specifically stated on the product page. Where warranties are offered, terms will be clearly indicated.
Why does my product look slightly different from the photo?
Due to the handcrafted nature of laser crafting:
- Natural material variations occur
- Slight color differences may appear
- Texture and grain patterns vary
- Monitor display settings affect how images appear
These natural variations make each piece unique and are not considered defects.
What if there’s a manufacturing defect?
If you receive a product with a genuine manufacturing defect, contact us immediately with photos or video evidence. We’ll work with you to provide a replacement or refund.
Design & Intellectual Property
Who owns the design I provide?
You retain ownership of designs you provide. By submitting a design, you:
- Confirm you own the design or have rights to use it
- Grant us permission to use it solely for manufacturing your order
- Guarantee it doesn’t infringe on anyone else’s intellectual property
What happens to my personal photos after the order?
We store designs and photos securely for quality control and potential reorders. If you’d like us to delete personal photos after order completion, simply request deletion and we’ll remove them from our system.
Can I use copyrighted or branded designs?
No, we cannot create products using copyrighted, trademarked, or pirated designs without proper authorization. You’re responsible for ensuring your design doesn’t infringe on third-party intellectual property rights.
Can I share or sell products with your designs?
No, if we provide designs, they remain our intellectual property. You may use them only for your personal order and cannot reproduce, distribute, or use them for commercial purposes.
Contact & Support
How can I contact you?
Email: customercare@sugarthreadshop.com
Phone: +880 1633 59 72 40
WhatsApp: +880 1633 59 72 40
Business Hours: 9 AM – 5 PM (Saturday – Thursday)
We typically respond within 12 hours during business days.
I have a special request. Can you help?
Absolutely! We love working on unique projects. Contact us with your requirements, and we’ll do our best to accommodate your needs while staying within our Islamic business principles.
How do I provide feedback?
We value your feedback! You can:
- Leave a review on our website after receiving your order
- Contact us via email, phone, or WhatsApp
- Connect with us on our Facebook page
- Share your experience on social media and tag us
Technical Issues
I’m having trouble placing an order. What should I do?
Try these steps:
- Clear your browser cache and cookies
- Try a different browser or device
- Ensure you’re logged into your account
- Check your internet connection
If problems persist, contact us and we’ll help you complete your order manually.
I forgot my password. How do I reset it?
Click the “Forgot Password” link on the login page and follow the instructions. You’ll receive a password reset email.
I haven’t received my confirmation email/message. What should I do?
Check your spam/junk folder. If you still can’t find it, contact us directly via WhatsApp or phone, and we’ll confirm your order status.
Privacy & Security
Is my personal information safe?
Yes, we take data security seriously. Your information is protected and used only for order processing, delivery, and communication. We never sell your personal information to third parties. For more details, see our Privacy Policy.
Do you use cookies?
Yes, our website uses cookies to enhance your browsing experience and analyze website traffic. You can manage cookies through your browser settings.
Islamic Business Values
Why do you decline certain orders?
As a halal, Muslim-owned business, we operate according to Islamic principles. We reserve the right to decline orders for products that contradict Islamic beliefs, such as:
- Christmas ornaments or decorations
- Items depicting religious symbols contrary to Islam
- Products we deem inappropriate according to Islamic values
If we decline your order for these reasons, you’ll receive a full refund if payment was already made.
Can I order gifts for non-Muslim friends?
Of course! We welcome orders for gifts regardless of the recipient’s religion. Our policy only applies to items that directly contradict Islamic principles. Neutral, personalized gifts are absolutely welcome.
Still Have Questions?
If you couldn’t find the answer you’re looking for, please don’t hesitate to contact us:
Email: customercare@sugarthreadshop.com
Phone: +880 1633 59 72 40
WhatsApp: +880 1633 59 72 40
We’re here to help make your SugarThreadShop.com experience wonderful!
Last Updated: 1st January 2026
