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 About Sweet Success Terms Customer Service Keeping our customers happy is always our number one priority. If at any time you are not completely satisfied with either our service or our products, please do call Rebecca, Paul or Cathy on 0115 8450660 to let us know - we will do our best to fix the problem and make sure it doesn't happen again! If you have a complaint about one of our products, we wil need the batch code to be able to investigate, and will normally request a sample of the product to test. Once a cake has all been eaten, we can't tell what, if anything, might have been wrong with it! Please bear in mind that small variations will naturally occur in any hand made products, and are to be expected. We don't like small print, but legally we have a duty to point out our terms and conditions, so please look through the details below - feel free to call us if you have any questions. These terms apply to retail customers - if you are registered with us as a trade cusomer, please see our trade terms. Please note that our products are designed for and used by experienced trade cake decorators all over the country. If you are a novice or beginner cake decorator, you will find useful tips on this site, and on the labels of most of our products. However, as with any craft, many of our products do need a certain degree of knowledge and skill to achieve professional looking results! Practice makes perfect... Prices and Availability Our products and prices are subject to change at any time - we use many natural ingredients and it is inevitable that the cost of these will fluctuate from time to time according to the season and the quality of the harvest. We work hard to keep this website as accurate as possible, and to make sure that prices are quoted correctly. However, we cannot accept orders if we find there is an error either in the description of the goods or in the price advertised. If we discover that there is an error on the site after you have placed an order, we will contact you as soon as possible and give you the choice to either cancel your order or to complete it at the correct price. If we are out of stock of a particular item, we will contact you to advise and offer an appropriate substitute, if available. We do not back order goods. Delivery We will dispatch your order as soon as possible after receipt, unless you contact us to request a delayed delivery date. Under normal circumstances, when ordering stock items, this should mean your goods will arrive around 2-4 business days after ordering, but this is not guaranteed. If your order is particularly urgent please let us know by calling on 0115 8450660 and we will always do our absolute best to get the goods to you in time. However, we cannot be responsible for the very occasional delays in delivery which are beyond our control. Please allow extra time during winter in case of adverse weather conditions, which can seriously affect delivery times. For mainland UK destinations we despatch most ordres by the TNT carrier service, which may arrive any time between 8.30am and 5.30pm, Monday to Friday. Saturday deliveries are sometimes possible, but do cost more - call us for details on 0115 845 0660. It is always best if goods are delivered to an address where someone will be in, as the driver will require a signature - requesting delivery to your work address is often a good idea! Some drivers may be willing to leave goods unsigned for if we are given clear instructions beforehand on a safe place to leave the parcel, but this is entirely down to the individual driver's discretion. Unfortunately, we can't be responsible for any loss or damage which occurs after goods have been left according to your instructions - this includes boxes which get wet if you ask for them to be left outside! Undelivered items are returned to the depot, and delivery is automatically re-attempted on the next business day. Small lightweight orders (under 2kg) may be sent by Royal Mail instead of TNT. If you do not wish your order to be sent by Royal Mail, please email to let us know, or use the 'special instructions' box on the delivery page. Samples orders are always sent by Second Class Royal Mail. Deliveries to the Highlands, Islands and Northern Ireland are sent by whichever method is currently the most economical, and delivery costs and times can vary enormously. We therefore treat each order individually and will contact you to discuss carriage costs etc. Postcodes classed as 'Highlands' for delivery purposes are IV (all postcodes), KW 1-14, PA34-39, PH 19-26, 30-40, 49 and 50, PH41 sector 4 plus also Northern Ireland and all other offshore islands, including the Isle of Wight - these limits are decided by our carrier, not by us! PLEASE allow extra time when ordering from these locations as we use a different carrier which takes at least an extra day to arrange, and delivery speeds tend to be slower.Please Note: We will assume that your order has reached you in good condition unless you tell us otherwise. If your order does not arrive when expected, or there are any shortages, discrepancies or damages please let us know as soon as possible - though we rarely make mistakes, it does sometimes happen, and we would always advise you to check your order throughly as soon as it is received so we can rectify any errors quickly! Damaged goods - please DO NOT SIGN for deliveries when the outer boxes have obviously been damaged in transit unless you first unpack and check the individual goods. If you sign, you are agreeing that the goods have arrived in good condition, which means that if you later find that things have been damaged in transit we cannot claim the cost back from the carrier. If in doubt, do not sign for the goods and allow the carrier to return the parcel(s) to us. Alternatively, if you cannot check the goods on delivery, or if the driver cannot wait, sign 'received damaged' - if you then discover that goods inside have been damaged, this allows us to claim the cost of replacements back from our carrier. We may sometimes be able to accept orders from other European countries including the Republic of Ireland and the Netherlands, but please note that this website is designed for UK orders only and so will not calculate the cost of shipping. Orders for other EU countries will need shipping to be calculated based on weight, and any extra costs must be paid before the order can be despatched - we will call or email you with details once we receive your order. If shipping to your country is too expensive, you will of course have the choice to cancel the order. If you would like advice on shipping costs to your country prior to ordering, please email info@sweetsuccess.uk.com or call us on 0115 8450660. Any extra shipping or customs charges incurred are to be paid by the customer - we cannot accept liability for any local import duties etc in your country. In most cases, we can send a box of goods up to 30kg for a flat rate fee - eg at February 2012 we can send a 30kg parcel to the Republic of Ireland or the Netherlands for £24.00, which is good value if you are ordering enough to use the full weight allowance. Please check current rates when ordering. We do not ship outside Europe, to the US or elsewhere in the world. PLEASE allow extra time when ordering from European locations as the shiping takes at least an extra day to arrange and delivery speeds will be slower than for UK deliveries. Liability If there is a fault with the goods on your order, we may ask you to return some or all of the goods to us (at our expense) for examination, so we can work out what has gone wrong and ensure the problem does not re-occur. If items are faulty, we will either send replacements or refund the value of the goods. Our liablility in all cases is limited to the value of the goods purchased: we hereby exclude liability for any consequential loss, whether arising from the use of goods purchased, the late or non-delivery of our carrier, or any other cause. Returns and Refunds Under the Distance Selling Regulations (2000) retail customers have the legal right to cancel an order within seven working days of receipt of the goods. Perishable goods (ie any of our sponge cakes) and any baked to order cakes are excluded from these regulations and cannot be returned unless faulty. It is not usual to accept returns on any edible products, unless faulty, as it is not good food hygiene practice to offer edibles for resale once they have already been sold and returned. If you wish to return goods which are not damaged or faulty, you must inform us as soon as possible. Goods must be returned to us, at your own cost, in their original condition and packaging, intact and unopened, before a refund can be made. Postage and packaging charges for cancelled orders will not be refunded. Please note: the Distance Selling Regulations (2000) and right to cancel do not apply to trade customers. Privacy and Security We will never knowingly sell or otherwise reveal information about you to any other company, except where this is necessary for the processing of your order (eg giving address information to our carrier). We take great care to protect any personal details which we hold, but cannot be liable if, through no fault of our own, these details are intercepted and used by third parties. Our secure online ordering system will redirect you to make card payment through the secure Sagepay server - no card details are ever registered on or retained by our own server during the online ordering process. Sage Pay is the largest independent payment service provider in the UK, and uses a range of secure methods such as fraud screening, I.P address blocking and 3D secure. Once on the Sage Pay system, all sensitive data is secured using the internationally recognised 256-bit encryption standards. When you are taken to the Sagepay site to enter your card details you will know you are in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol alongside the URL. So when buying through our site, you can be sure that you are completely protected. Sage Pay is PCI DSS (Payment Card Industry Data Security Standard) compliant to the highest level and maintains regular security audits. They are also regularly audited by the banks and banking authorities to ensure that their systems are impenetrable. Using our online ordering facility or registering on this site implies consent to receive emails and other communications relating to your account. If you wish to opt out of our mailing list, or want to permanently remove your personal information from our database, please email us with a detailed request. If you are using a shared or publicly accessible computer and are concerned about other users viewing cached information after you have left the machine please clear your browser's cache and close your browser software when the transaction is complete, in order to reduce the possibility of exposing confidential information. While we strive to ensure the security of any information you send us, you do so entirely at your own risk. Cookies We use cookies on this website to ensure that we give you the best user experience, and to make it quicker and easier for repeat customers when using our online shop. If you don't want to use cookies, you can easily adjust your browser settings so these are no longer stored on your computer. If you continue to use our site without changing your settings, we'll asume that you are happy to receive all cookies on the Sweet Success website. However, if you would like to, you can change your cookie settings at any time. Company Details Sweet Success Sugarcraft Ltd Our Registered Office is 4 Yorke Street, Hucknall, Nottingham, NG15 7BT Please Note: English law applies to this contract
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