Contact Us – Sugarcrafters

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Contact Us

Please note the contact form is at the bottom of this page. - the home of all things cake.

We love everything to do with cakes as much as you do. We try our very best to make every shipment that leaves our warehouse perfect and well protected so you can get decorating right away.

We aim to reply to all emails within 24 hours. If, for some reason we have an extremely busy period, please bear with us - we will reply as soon as we have got to your email. All emails and calls are answered in rotation and will be replied to.

Cancelling orders

Our warehouse is very efficient, and will despatch items with the aim of getting them to you as quickly as possible – sometimes even within 20 minutes of receiving the order. Due to the speed of our despatch, it’s very hard for us to cancel an order in time. If you have an order you want to cancel, please email so we can further discuss your order with you.

Please note: if we’re unable to stop your order from going out, accepting the delivery and returning the order (non-edible and non-food contact items only) yourself is the quickest way of getting the items back to us so we can process your refund. Refusing delivery means the order is not treated as a priority, so items can take several weeks to get back to us, and we will not be able to process a refund until we’ve received the items.

Damaged / Faulty / Wrong items

Sometimes, though very rarely, in transit, the courier adds some knocks and bumps to your package. If you do happen to receive an order which is not quite up to our high standard, please contact us within 14 days, and we will be more than happy to help resolve this. You can get hold of one of the team at the bottom of this page.

Under the Sale of Goods Act, are happy to replace or refund any damaged, faulty or incorrectly supplied items right away. We may require a photo of any damages so that we can claim with the couriers. If your order has arrived damaged, please send us a photo in your first email; this will allow us to replace the item as quickly as possible. On some occasions the item may need to be returned to us so that we can identify the root problem and return faulty items to the manufacturer. Where this is necessary, we will provide a return label for you (free of charge, of course) to send the item back to us.

Return Information

If you need to return an unwanted order (non-edible and non-food contact only) please contact us for authorisation within 30 days of receipt of the goods. The law states we must give our customers 14 days, however, as we are loyal to our customers, we choose to extend this period to 30 days to ensure you are happy with your purchase. All returns must be in the original condition (as you received it) to be authorised for return. Once authorised, we will provide you with our return address for you to send the item back to us at your own cost. We will refund you for the items plus the standard shipping amount (If any) if you have chosen express shipping we will only refund you for the items plus the standard shipping cost (If any).

As a reputable business, we will always aim to meet our responsibilities under the Sale of Goods Act and Distance Selling Regulations. However there are grey areas within the guidelines where edible / perishable products are involved.  In other terms, retail customers can exercise their rights under the Distance Selling Regulations to return an item unless the item is exempt under the regulations.  Until there is clarity on these points and definitive judgement to cover this entire area is set in place, we are making our interpretation of the legal position clear and would ask that only customers who agree with our position proceed to order from us.

For this reason, we cannot accept returns of any edible product or food-contact items (eg cake boards & boxes) even if they appear unopened, unless the item is damaged, faulty or has been supplied incorrectly, if this is the case, please contact us within 14 days of receipt by using the form at the Bottom of this page. Where an edible item is damaged, faulty or has been supplied incorrectly we are more than happy to replace it at our expense or refund you in full on return of the item.

Please note, not all items have security seals but, we can assure you, we only sell brand new and unopened items to our customers. We purchase directly from manufacturers so we know the items have been on a very safe and sealed journey to us, which we will then pass on to you.

Following Your Delivery

If you would like to know where your order is, it is best to track the item yourself (If tracking is provided) directly on the courier's website, using the tracking number provided in our despatch email. The despatch email this should contain all the information you require. If you cannot find the tracking number for your item on the email, please contact us to see if we despatched your order with tracking.

Orders Not Received

For items despatched with Royal Mail: If you have not received your order or a “we missed you" card, it is best to check with your local postman first, to see if they kept the item in a safe place or left it with a neighbour. We know your postman is supposed to leave a card to let you know your item has been taken back to the local delivery office, though our experience has found this may not always happen. If you still have not found the item, please check your local sorting office, as the order is, sometimes, waiting for you there.

After you have done the above, please send us an email and let us know you have not received the item. We will open an investigation with Royal Mail and your local postman to check what has happened to the parcel. The investigation can sometimes take up to 30 days. Once Royal Mail confirm the item as lost, we will refund or replace your order for you. Please don’t panic as this happens very rarely, and, on the odd occasion this does happen, the parcel still sometimes arrives with you, whilst we are completing our investigation. If it does arrive during this time, please let us know.

For items despatched with other couriers : After you have checked the tracking, if you still have no parcel, please pop us an email and we will open an investigation up for you. Sometimes, during busy periods such like Christmas, the courier can be delayed by a day or two, so please be a little more patient during these times.

Being Available For Deliveries

By ordering from us you are agreeing to the terms of our delivery. It is expected that you are available to receive the delivery within the estimated delivery times, which can be from 8am to 8pm Monday to Saturday. If you are not in when delivery is attempted, our couriers or the Royal Mail will reserve the right to deliver your parcel to any neighbour within 100m of your property.

Trade Prices

If you would like to discuss trade prices for bulk orders over £200, please send an email to, specifying the item(s) you wish to purchase and the quantity you require, and we’ll get back to you with a quote for the order.

Thank you

We are honoured you have chosen to order from us. Our customers are our number one priority and we hope to see you back any time you need some cakey bits. We aim to be the company you can always rely on to get your items from, without having to worry about anything once you have clicked that order button. Happy Shopping!

The team

Product advice number: 01183801777

If you would like customer service support, please contact us via the form below.

Unit 16 Anglo industrial Park,
Fishponds Road,
RG41 2AN