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Customer Service Keeping our customers happy is 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 845 0660 to let us know - we will do our best to fix the problem and make sure it doesnt 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 or disposed of, 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 product, 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 and feel free to call us if you have any questions. Our products are designed for and used by experienced professional cake decorators all over the country. Most of our products do need a certain degree of knowledge and skill to achieve professional looking results. We do not expect our trade customers to have any difficulty, but are happy to provide specific advice if needed. If you have trouble using any of our products, please let us know, as we may be able to recommend some different techniques that will help. 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 do try to give some advance notice when our prices need to change, but this is not always possible. All sizes and depths quoted are approximate we make our products by hand and there is always some natural variation. We work hard to keep our website and printed price lists 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 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 on our website include VAT, where applicable, and on our printed trade price lists it is made clear which items are subject to VAT on top primarily only boards and boxes are affected. Trade discounts are offered strictly subject to a minimum order value, which is printed on our current trade price lists. At May 2011 this is £70 net. Orders MUST be over this minimum value when calculated at the trade prices to qualify for discount, and if less than this will be sent at retail prices with our standard retail carriage costs. Our carriage paid order level for trade orders is also printed on our current trade price list orders for less than this value will automatically have a carriage charge added. At January 2013 the carriage paid order level is £120. Whilst we do our best to warn customers when the carriage paid level has not been reached, particularly when small amounts are involved, we cannot take responsibility for ensuring your orders are over the carriage paid level. The same applies to small orders, which will automatically be sent at retail prices. Trade discount levels are reviewed from time to time and depend largely on the size and frequency of orders. We reserve the right to alter the discount level applied to your account at any time. Payment All goods remain the property of Sweet Success Sugarcraft Ltd until paid for in full. The majority of customers make payment by credit card at the time of ordering, but it is also possible to open a credit account on application (does not apply to home traders). Credit accounts are offered on strict 30 day payment terms. If an account is overdue we may delay or refuse the supply of further goods, and legally we are also entitled to charge interest on overdue amounts. WE ARE NOT A BANK! Credit accounts may be withdrawn without notice where payment is not made within our 30 day terms. Delivery We will dispatch your order as soon as possible after receipt, unless you are ordering in advance and 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 (not counting the day on which the order was placed, Saturdays or Sundays), but this is not guaranteed. If your order is particularly urgent please let us know by calling on 0115 845 0660 and we will always do our absolute best to get the goods to you in time. If you need to change or add to your order, please call us as soon as possible and we will do our best to accommodate you however, once your order has been processed and gone to our warehouse for packing it is not always possible to make alterations. For orders to mainland 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 theft, 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! If you give a special delivery instruction for an address, for your convenience we will normally keep it on file and use the same delivery instructions for subsequent orders to that address. Please tell us if you intend a special delivery instruction to be used only once, or if you need to change the instructions for an address. Undelivered items are returned to the depot, and delivery is automatically re-attempted on the next business day. After two attempted deliveries the parcel is returned to us, and if you wish us to re-despatch the parcel there will be an additional carriage charge. We cannot take responsibility for non-delivery if the delivery address supplied is incomplete or inaccurate, or if delivery fails because no signatory is available. Please dont forget to tell us if you have moved! Very small lightweight orders under 2kg may be sent by Royal Mail. Deliveries to the Highlands, Islands and
We are able to deliver to other European countries, but shipping costs vary according to weight of goods and your delivery address. Please contact us with details of your requirements for a quote. PLEASE READ THIS SECTION - IT REALLY IS VERY IMPORTANT! Our carrier is normally very reliable, and most customers would agree that we usually offer a fast and efficient service. However PLEASE NOTE we cannot be held responsible for the occasional delays in despatch or delivery which are beyond our control. Although deliveries almost always take place the day after we despatch the goods, this is NOT GUARANTEED and delivery speeds can be affected by various factors including adverse weather and traffic conditions, seasonal busy periods, driver shortages etc this is particularly true in the PLEASE allow sufficient time when ordering for us to deliver your goods without having to rely on a next day delivery. We know that making wedding cakes is very time sensitive, and we hate to disappoint anyone it truly does keep us awake at night when customers leave placing an order till the day before they REALLY REALLY NEED the cakes to start decorating! At busy times, and particularly if you do not order till the afternoon, we cannot always send an order out on the same day it is placed, or even the following day, depending on the size of the order and our stock levels we bake the sponge cakes freshly every day, and have to take orders on a first come, first served basis. During the summer, it is rare for us to send orders out on the same day they are placed. You ideally need to plan to have your goods delivered in time for us to sort out any damages or errors inevitably, occasionally a cake will get squashed en route, the carrier may lose track of a box, a van will break down, or we may have packed the wrong flavour. We do our absolute best not to make mistakes, but it is sensible to allow a little extra time just in case. Our cakes all have a long enough shelf life that you can easily order them to arrive a few days before you plan to start work. 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 as soon as it is received so we can rectify any errors quickly! Most of our cakes are packed individually in the same brown boxes it is always worth just opening each box to check that it contains the shape, size and flavour of cake you are expecting, and that it has survived the journey in good condition. If you report errors or damages in time, we will send out replacements straight away, but unfortunately if you wait till you need to start decorating to check the goods, it is often too late for us to sort out the problem. Please try to give us enough time to give you the best service! 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 we can claim back the cost, this covers the expense of sending out replacements free of charge. If you have signed and we cannot claim the cost back, it makes things very expensive for us. Please let all your staff, and anyone else who may sign for a delivery at your address, know this too, as we sometimes have problems when obviously badly damaged goods are signed for by junior employees, spouses or children of our customers!
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. PLEASE NOTE: In common with most ingredient and food suppliers, our liability in all cases is limited to the value of the goods purchased and the delivery charge: 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. 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 (including credit card details) which we hold, but cannot be liable if, through no fault of our own, these details are intercepted and used by third parties. Company Details Sweet Success Sugarcraft Ltd Our Registered Office is Please Note: English law applies to this contract These terms of business last updated on 16th February 2012. If you have any queries, please do not hesitate to contact us.
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