Sweet Success Terms and Conditions

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, Mike, Kath or Liana 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 will 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.
Any email or other electronic acknowledgement by us of receipt of an order placed by you does not constitute legal acceptance of your order. All prices include VAT, where applicable. All goods remain the property of Sweet Success Sugarcraft Ltd until paid for in full.

Delivery

Delivery charges are based on weight, and on the amount you spend. Different delivery terms apply to trade customers, please check with us if you are unsure of the terms which apply to your account.

Most orders are sent by UPS express courier (1-2 working days). This costs £7 for most UK postcodes. We offer FREE express courier delivery to most UK postcodes when you spend over £70. Very small lightweight orders will be offered two delivery options - £3.50 economy Royal Mail 2nd class (not tracked, usually 4-5 working days) and £7 express courier (1-2 working days).

Our delivery service is amongst the fastest in the industry - that, and the quality of our products, keeps customers coming back to us again and again.  Most 'express courier' deliveries arrive only 1 or 2 working days after ordering. The couriers usually deliver betwen 8am and 6pm.

We don't like to make promises we can't keep, so we won't ever 100% guarantee delivery will happen on a specific day.  However, almost all orders DO arrive on schedule, and if you need your goods in a hurry we can usually get them to you in time - just use the 'special instructions' box at checkout or email to let us know your order is urgent.  We don't have a set 'cut off' time for despatching orders same day, as this varies according to how busy we are.  But if you order before noon, you will often find we despatch the order the same day, and it should normally arrive on the next working day. Remember, Saturday and Sunday are not classed as 'working days' by most carriers. We are not able to offer deliveries at weekends. The Royal Mail 2nd class delivery option is not suitable for urgent orders, and usually takes 4-5 days to arrive. Though it is often quicker, please allow up to 10 working days for delivery when choosing this option.  We try to keep our economy delivery option as affordable as possible, so this Royal Mail service is not trackable.Please note that we will not consider these deliveries 'lost' until 15 days after posting. Samples orders will normally be sent by Royal Mail 2nd class.

Our courier delivery service is fast, but it's wise to allow extra time just in case of delays beyond our control. Ideally, we recommend placing your order a week before you need to use the goods.  Our sponge cakes have a good shelf life and won't suffer if they arrive a few days before you plan to start decorating.  This allows for occasional delays in delivery, and also gives us more time to sort out any problems after you receive the parcel. Remember to allow extra time to allow for weekends and Bank Holidays.

If you want a delayed delivery, use the 'special instructions' box on the checkout page to let us know which day you'd like the order delivered, and we'll aim for that.  Bear in mind that although our carrier is very reliable we can't completely guarantee delivery on a specific day.  For example, if you need the goods to arrive before the weekend, it is risky to ask for them to be delivered on a Friday - if the courier is delayed, or finds you are not at home, they won't reattempt delivery till the following Monday.  It's wise to ask for the goods to arrive a few days before you plan to start using them, just in case!

Most couriers like to get a signature on deivery, so its best to ask for delivery to an address where this is possible - a work address is fine. If you are out, the courier may be able to leave the parcel unsigned for, but this is always at the discretion of the individual driver, so can't be guaranteed. Use the 'special instructions' box at the checkout for any extra delivery instructions (eg where to leave the parcel if out). Please Note: We pass these requests on to our carrier, but the individual driver has discretion and may not always be able to follow the instructions.  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! 

Please allow 10-14 working days for delivery of baked to order items (eg unusual shaped fruit cakes, bulk packed fruit cakes).  We will despatch your entire order in one delivery as soon as your baked to order item(s) are ready.  If you need your other items sooner we can split the order, but this may incur an extra delivery charge.

If you are in the Scottish Highlands and Islands, Northern Ireland, or anywhere outside the mainland UK, please allow longer for delivery.  Please also be aware that although our website tries to calculate accurate delivery charges for all regions, extra surcharges may apply to certain postcodes.  If this is the case, we will contact you by email to inform you of any extra costs and find out if you wish to continue with the order. We only deliver to the UK and certain European Countries. Unfortunately we are not able to ship to the U.S.

Please check your parcel as soon as it arrives and let us know straight away if anything is wrong or damaged.  If the outer box looks damaged on arrival, please sign 'received damaged' so we can claim the cost of any replacment goods from the courier.

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 or food contact items (including cakeboards), 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
Unit 7 Gauntley Court
Ward Street
Nottingham
NG7 5HD
Company Number 6102549
VAT Number 610642773

Our Registered Office is 4 Yorke Street, Hucknall, Nottingham, NG15 7BT

Please Note: English law applies to this contract