Sweet Success Terms & Conditions

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.

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...

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 charges are based on weight, and on the amount you spend. Find up to date delivery prices here. 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. We never 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. If you place your order after 1pm it may not leave us till the following day. Orders placed after 1pm Friday will leave us Monday (except Bank Holidays) - our carriers do not collect at weekends or 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!

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 and Sunday are not classed as 'working days' by most carriers. Orders placed after 1pm Friday may not leave us till Monday the following week, 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 replacement 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 liability 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.

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 total before a refund is issued (the cost charged by DPD and Parcelforce to return orders to us 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 despatch.

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

From time to time discount codes are published which allow certain savings on our site. These codes are usually one use per customer only. We reserve the right to EXCLUDE certain products from extra discounts at our discretion, for instance any previously discounted special purchase items like bulk packed boards and boxes will be excluded from further discounts, as will certain other very low margin items. At checkout, when a discount code is entered, only qualifying items will be discounted. Discounts cannot be combined. This means extra discount codes cannot be used by customers who are already registered to receive a trade discount on our site.

Sweet Success respects and values your privacy. Our privacy policy explains in full how we use any personal information we collect about you. In brief, we will not share your information with any third party company except where it is essential to process your order - for example, we need to share your delivery address and contact details with our carriers. We will not sell or share your information for marketing purposes to any third party company.  Sweet Success will only send you marketing information on new products, offers etc if you have consented to receive our newsletter. You will have the opportunity to unsubscribe from our newsletter at any time.  For full details read our privacy policy.

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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