Contact Us – Sugarcrafters
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Contact Us

Please note the contact form is at the bottom of this page.

Sugarcrafters.com - 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

Once you have placed an order, please be aware we have a very efficient warehouse; this allows us to get the items to you as soon as possible. Occasionally we can despatch orders just 20 minutes after receiving it from you. We despatch thousands of orders every day so please understand it is very difficult to find a single order in our bays once the item is despatched. If you would like to cancel an order, please firstly check the status of your order.

If Despatched

Once your order is marked as despatched it is more than likely we will be unable to stop the order going out the door. If we can, we will of course try, but sometimes we cannot find it in time.

If Not Despatched

Please contact us as soon as possible with by calling (+44)01183 801777. This will help us intercept your order and hopefully cancel it for you. Our warehouse works very quickly, so we can only usually attempt to cancel 1 hour after you place your order.

If we are not successful in stopping your order go out the door, please accept the delivery and return the order to us, for non-edible and non-food contact items only. If you refuse the delivery, this can often take several weeks to get back to us and before we can process your refund we will need the items back. These are not treated as a priority by the courier, so the quickest way is for you to return the order yourself.

 

Damaged / Faulty / Wrong items

Sometimes, but 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 standards, please contact us, within 14 days, and we will be more than happy to help you resolving this, you can get hold of one of the team at the Bottom of this page..

Under the Sale of Goods Act, Sugarcrafters.com are happy to replace or refund any damaged, faulty or incorrectly supplied item 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) 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 clear our interpretation of the legal position 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 couriers website, with the tracking number provided in our despatch email, this should have 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 and you have not received a “We missed you card”, it is best to check with your local postman first to see if he left the item in a safe place or he dropped 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, however our experience has found this may not always happen, if you have still not found the item please check your local sorting office, as sometimes the order could be sat there waiting for you.

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, this happens very rarely, on the odd occasion this does happen the parcel still sometimes arrives with you, whilst we are completing our investigation, if it does please let us know.

For items despatched with other couriers – After you have checked the tracking but still have no parcel, please pop us an email and we will open an investigation up for you. Sometimes, busy periods such as Christmas, the courier can have a day or two delay so please be a little more patient at 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 take 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 delivery your parcel t any neighbour within 100m of your property.

Thank you

First of all we are honoured to have you order from us. Our customers are our number one priority and we hope to see you back each time you need anything cakey bits, we would like to be the company  you can always rely on to get your items and not have to worry about anything once you have clicked that order buttons. If you open up an account we will reward you with points each time you place an order, these points turn in to goodies. Happy Shopping!

The Sugarcrafters.com team

Customer service telephone number: 01183801777

Sugarcrafters

Unit 16 Anglo industrial Park,

Fishponds Road,

Wokingham,

RG41 2AN