Delivery Information

DELIVERY TIMES

Sugar Paste Direct Ltd shall strive to deliver all stock items within a maximum of 1 week to UK mainland customers arriving within 3-4 working days. All Non UK mainland customers arriving within 14 days. We offer Express delivery on orders placed before 1pm on a working day. 

Once an order has been dispatched the customer will receive an automated email to confirm their consignment number. On the morning of delivery the courier will provide customers with a one hour delivery window notified via sms/email, which enables the customer to watch the progress of their delivery on a real-time map, all the way down to a 15 minute time slot. Customers are able to respond the text message to select an alternative delivery date, opt to leave parcel with a neighbour or request to leave parcel in a specified location. 

DELIVERY COSTS

Standard delivery charge £4.95

Express delivery £11.00 (£5.00 on all orders over £75.00) on orders placed before 1pm on a working day - (temporarily unavailable)

Free standard postage and packaging on all orders over £75.00

FAILED DELIVERY ATTEMPTS & RE-DELIVERY CHARGES

If The Customer is not available to accept delivery of the order, the courier will leave a calling card to advise that a delivery attempt has been made. The courier will automatically attempt delivery the next working day. Failure to contact the carriers within 48 hours maximum from the original delivery attempt could result in the courier returning the order to The Company. This will then occur a return charge of £12.00 which will automatically be deducted from a refund.  The automated email sent by The Company to The Customer to confirm that the order has been shipped also includes tracking information such as a consignment number, plus the contact telephone number and website details for the couriers. We do advise all customers when placing an order to provide a mobile contact number so that the courier can send a text message on the morning of delivery with a one hour delivery window to avoid the customer waiting in for the delivery. The customer can respond to the text message to request the parcel to be left in a safe location or with a neighbour, please note that this is at the customers own risk, The Company takes no responsibility for loss or damage. After the order has been returned to The Company, a charge has to be made to have it re-sent to The Customer. In most cases the re-delivery charge is the same as the original delivery charge on The Customer’s order, before any discount was applied.  Cancelling the order at this stage will not result in the refund of the original delivery costs to The Company and these will be deducted from any refund..

DAMAGED, FAULTY OR INCORRECT ITEMS

Under the Sale of Goods Act, The Company will replace or refund any damaged, faulty or incorrectly supplied item right away. The item will need to be returned to us so that we can send the product to the laboratory for analysis to identify the root of the problem. Where this is necessary, The Company will refund you on return postage costs up to correctly calculated 1st class post if arranged with The Company in advance. The item will need to be returned to the Company within 30 days in the original packaging in saleable condition. 

CHANGING YOUR MIND

If you change your mind The Company are happy to refund you on return of the item, providing it is new (unopened), complete in all original packaging.You must contact us within 14 calendar days of receipt and return the item within 14 days of contacting us. In these circumstances, return postage costs are payable by the customer. Please note that if you return an item for refund and this brings your order total below £75 then where free or discounted delivery has been applied, the original delivery charge will be payable. The cost of delivery will be deducted from the value of any refund Please remember this only applies to items being returned under the Distance Selling Regulations / the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013.

CANCELLATION

Distance Selling Regulations / the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations give you the right to cancel the order at any point up until the 14th calendar day after delivery. Refusing delivery is not the same thing as exercising your right to cancel an order so we strongly advise against refusing deliveries until you have contacted us when we can offer specific advice in more detail.We strongly advise against refusing deliveries as non-delivered parcels can take longer to be returned to us, we can only process your refund once the order has been returned. We strongly advise posting orders back to us using a trackable service as the order remains your responsibility until it reaches its destination.  We will refund the full amount of the order including standard outwards shipping costs, but will deduct any return shipping charge as made by the couriers / Royal Mail. Please note; the refund will not include any additional services which you paid The Company for at the time of ordering such as a Saturday delivery or Express delivery.