The SugarFur help desk
A little help with your glow.
The answers you need, before the night begins.
- Real answers
- Real people
- Here for your glow
FAQs
Popular questions
Same questions.
Brighter answers. ♡
Wait, is this real? It's not AI or CGI?
100% real, 100% human, 100% glowing. Every video you've seen is a real person in a real SugarFur coat with LEDs woven through soft faux fur. The lights are just genuinely that good.
How does my coat light up?
Your coat comes with a handheld remote that works right out of the box: change colors, cycle modes, and adjust brightness instantly. For custom colors and music-reactive modes, download the free SugarFur Light DJ app.
How long does the battery last?
About 4–6 hours on a full charge, depending on mode and brightness. White and full brightness use the most power. Bring a second power bank for all-night sets.
What size should I get?
Check the size guide on each product page. Between sizes? Size up. The oversized silhouette is part of the look, and it layers easily over your fit.
What's your return policy?
U.S. orders can be returned within 14 days of delivery if the item is unworn and unused. Exchanges and store credit are fee-free; refunds have a 15% restocking fee. See the full policy and start a return →
The coat
What even is a SugarFur coat?
A premium faux fur coat with tiny LED lights woven all the way through, controlled by a handheld remote or the free SugarFur Light DJ app. Over 100 color modes, patterns, and effects: pulse it, strobe it, rainbow it, or sync it to music. Fashion piece and light show in one.
Is the faux fur soft? What does it feel like?
Ridiculously soft. Big, fluffy cloud energy. It's premium faux fur, never real animals, and people will reach out to touch it when you walk by. That's part of the magic.
Are your products cruelty-free?
Always. Every SugarFur piece is 100% vegan faux fur. No animals harmed. Only vibes created.
I've seen similar products on other sites. Are those SugarFur?
SugarFur is only sold at sugarfur.com, our LA store, and through our official Instagram @sugarfurco. We're not affiliated with other websites or resellers, so we can't guarantee the quality of anything sold elsewhere.
Who is behind SugarFur?
SugarFur was founded in Los Angeles by Ashley, a festival lover who couldn't find a coat that matched the feeling she wanted to wear. What started as a personal obsession became a community. Every piece is designed with intention, and there's a real human on the other end of every DM.
Will you release more styles?
Yes. More men's styles, longer silhouettes, and more fashion-forward pieces are in the works. Join the email list or follow @sugarfurco for early access.
App & controls
How does it actually work?
Your coat comes with a small handheld remote that controls the LEDs right out of the box. No app required to get glowing.
Want more? Download the free SugarFur Light DJ app (iPhone and Android) and connect over Bluetooth for custom color mixing, music-reactive modes, and full control.
Lost your remote? There's a hidden manual button next to the battery pack that cycles through every mode.
Do I need my phone with me the whole time?
Nope. Once you set a mode, the coat holds it on its own. You only need your phone to switch things up mid-set.
Can I sync it with other people's coats?
Yes, one of our favorite features. The handheld remote uses a shared signal, so one click can light up multiple nearby coats together. Prefer to keep your glow to yourself? Turn off remote access in the app anytime.
Battery & care
How long does the battery last?
About 4–6 hours on a full charge, depending on mode and brightness. Rechargeable accessories vary, so check each product page.
Which power bank do I need?
Each product page shows the right one: long and mid-length coats use our 20,000 mAh bank, short jackets and bags use the 10,000 mAh, and USB accessories use the 5,000 mAh.
How do I wash it?
Remove the battery pack first. Spot clean the LED sections only with a damp cloth, never submerge. The faux fur can be gently hand washed or dry cleaned. No machine wash, no tumble dry.
Is it waterproof? What if it rains at a festival?
No. SugarFur pieces are not waterproof or water-resistant. Avoid rain, snow, and all liquids. If yours gets damp, disconnect the power right away and let it dry completely before reconnecting. Water damage isn't covered under warranty. Full safety guide →
Does it get hot?
No. The LEDs make very little heat. The fur keeps you cozy on cool nights, but the lights won't overheat you. Wear it all set long.
How do I store it?
Loosely, in a cool, dry place away from direct sunlight. The original bag or box keeps the fur fluffy between festivals.
Sizing
What size should I get? Do they run true to size?
Check the size guide on each product page for exact measurements. Between sizes? Size up. The oversized silhouette is part of the look.
What size is the model wearing?
If it's not listed on the product page, DM @sugarfurco or email hello@sugarfur.com and we'll tell you.
Will it work for petite or plus-size bodies?
Yes. Our coats are designed to be worn oversized, so they flatter a wide range of bodies. Check the measurements, and when in doubt, size up.
Shipping & orders
How long does shipping take?
- USAStandard 5–7 business days. Express (2–3 days) and overnight at checkout.
- Canada7–14 business days
- UK & Europe7–14 business days
- Australia / NZ10–16 business days
- Everywhere elseCalculated at checkout
Will my order arrive in time for my festival?
US orders typically ship within 1–3 business days. Have a hard deadline? Email hello@sugarfur.com with your event date and we'll do everything we can, including rush options.
Where do orders ship from?
Los Angeles, California.
Can I rush my order?
Limited rush options are available case by case. Email us with your order number and event date and we'll tell you what's possible.
I saw it on Instagram. Why can't I find it on the site?
Some styles are limited drops that sell out fast. Follow @sugarfurco, turn on post notifications, and join the email list for early access.
Do you have discount codes or sales?
Join the email list for a welcome discount on your first order. Festival-season promos go to the list first.
Where is my pre-order?
Pre-orders are made in small batches with hands-on assembly and quality checks. They ship in the order they were received, and estimated timelines are approximate. You'll get a shipping confirmation the moment yours is on its way. For your place in line, email us with your order number.
Do you ship internationally?
Yes, to Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Ireland, Israel, Italy, Japan, the Netherlands, New Zealand, Norway, Portugal, Singapore, Slovakia, South Korea, Spain, Sweden, Switzerland, Taiwan, and the United Kingdom. Don't see your country? Rates for unlisted countries are calculated at checkout, or email us.
Will I have to pay customs or import taxes?
Yes, if you're ordering outside the U.S. Import duties, customs fees, VAT/GST, and brokerage charges are the customer's responsibility and aren't included at checkout. They're set by your country's customs authority, and your courier (DHL or UPS) will usually collect them before delivery. Refusing a package doesn't cancel them. We're always happy to help with customs paperwork. Full international guide →
Returns & exchanges
What's your return policy?
U.S. orders can be returned within 14 days of delivery for unworn, unused items with original tags and packaging. Trying it on indoors for fit is fine; worn out to an event means it's used.
Exchanges and store credit have no restocking fee. Refunds to your original payment method have a 15% restocking fee per item. International orders, items discounted 30% or more, and custom pieces are final sale.
My LEDs aren't working. What do I do?
Don't box it up yet. Most LED issues are a quick fix: a battery pull-tab, a connector that loosened in shipping, or a power bank that needs a charge. Email us within 48 hours of delivery with a short video and we'll walk you through it. If it's a true defect, we'll make it right at no cost.
I'm buying a gift. Any tips?
When in doubt on size, size up, or DM us and we'll help you pick. Order early if you have a deadline. Our 14-day return window applies to gifts too, and exchanges are always fee-free.
Can I include a gift message?
Email us after you order and we'll see what we can do.
Do you offer collaborations or custom pieces?
We collaborate very selectively and don't do general gifting. Custom requests are reviewed case by case depending on timing, materials, and design. Email hello@sugarfur.com with examples of your work or what you have in mind.
No matches for that one. Email us and a real person will answer.
More good nights ahead
