Delivery

• Parcelforce Next Working Day - £5.50, or free when you spend over £70*
• DPD Next Working Day - £7.99, or free when you spend over £70*
• Royal Mail 2nd class - £3.49
• Click and Collect from Nottingham Shop - FREE

*Different terms apply to trade customers.

DELIVERY BASICS

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

Most orders are sent by DPD or Parcelforce next day services. If you place your order after 1pm it may not leave us till the following day. We never 100% guarantee delivery on a specific day, BUT over 95% of these do arrive next working day. NB Working days do not include weekends and bank holidays. Orders placed after 1pm Friday will leave us Monday (except Bank Holidays).

We offer FREE courier delivery to most UK postcodes when you spend over £70. Use the comments box at checkout to let us know if you have a preference which courier we use for your order

Small lightweight orders will also be offered an Economy Royal Mail delivery option (Royal Mail 2nd class, not tracked, usually 3-5 working days but PLEASE NOTE we advise allowing up to 10 days for delivery so this service isn't advised for urgent orders!

Click and Collect orders are usually ready to collect within 1-2 hours, within our normal shop opening times only (Open 9am-4pm Mon-Fri, 10am-4pm Saturdays, closed Sundays and Bank Holidays.) Click and Collect is only available from our Nottingham shop location - Unit 7 Gauntley Court, Ward Street, Nottingham NG7 5HD.

THE DETAILS

Our delivery service is amongst the fastest in the industry.  Most Parcelforce or DPD deliveries arrive only 1 or 2 working days after ordering. The couriers usually deliver between 8am and 6pm, Monday to Friday. If you are out when the courier try to deliver, they may take your order to a local pickup point or Post Office instead.

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 'comment' box at checkout or email to let us know your order is urgent. If you order before 1pm, you will usually find we despatch the order the same day, and it should normally arrive on the next working day.

Remember, Saturday, Sunday and Bank Holidays are not classed as 'working days' by most carriers. Orders placed after 1pm Friday may not leave us till Monday (Tuesday on Bank Holiday weekends), as our carriers do not collect on weekends or Bank Holidays.

The Royal Mail 2nd class delivery option is not a trackable service, so NOT suitable for urgent orders, and usually takes 3-5 days to arrive. Please allow up to 10 working days for delivery when choosing this option.  Please note that we will not consider these deliveries as 'lost' until 15 working days after posting.  Samples orders with free delivery will be sent by Royal Mail 2nd class.

When to Order?  Our delivery service is fast, but it's wise to allow extra time just in case. Ideally, we recommend placing your order a week before you need to use the goods.  Our sponge cakes have a long 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.

Can I Order Now and Request Delivery Later?  Certainly!  Use the 'comment' 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!

What if I'm Not At Home?  Most couriers like to get a signature on delivery, 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 'comment' box at the checkout for any extra delivery instructions (eg where to leave the parcel if out). Please keep an eye on your notifications and use the carrier's own app to give them instructions if possible. If you are out when the courier try to deliver, they may take your order to a local pickup point or Post Office instead.  Unfortunately, we can't be responsible for any loss or damage which occurs after goods have been left according to your instructions 

Baked to Order Items:  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.

Deliveries to Scottish Highlands, Islands, Northern Ireland and All Areas Outside Mainland UK:  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. We only deliver within the UK. Unfortunately we are not able to ship to the Republic of Ireland, Channel Islands, Europe, U.S. or Australia.

Problems with your Order?  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.

Returns and Refunds:  Under the Consumer Contract Regulations 2013, you have up until 14 days after purchase to cancel an order. You can cancel your order prior to us packing it for delivery and we will refund the full cost of the order, including any delivery costs. However, we do usually process orders very quickly, so we cannot guarantee that you will be able to cancel an order before it has been packed for delivery. Please call us on 0115 845 0660 or email info@sweetsuccess.uk.com immediately if you wish to cancel an order. Orders that have been dispatched can still be cancelled, but you would need to return the goods to us at your own cost. If you choose to cancel an order by refusing delivery by our carrier, the cost of the return shipping to us will be deducted from the order value before a refund is issued (The cost charged by Parcelforce and DPD for returns is significant).  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 products (eg cake boards and boxes) unless faulty, as it is not good food hygiene practice to offer these 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 unless the order is cancelled prior to depatch. 

Please note: the Consumer Contract Regulations 2013 and right to cancel do not apply to trade customers.