Postage & Packaging
Standard delivery orders to a mainland UK addresses are sent by Royalmail / Parcel Force 2nd class and we aim to get items delivered to you within 3-5 working days. All Standard small packet/parcel by 2nd class delivery are not a tracked service. However – Due to COVID-19 parcels could take up to 7 working days. We are currently maintaining strict social distancing guidelines throughout our entire company, including our warehouse and these new measures impact on the efficiency and speed with safety in mind, to fulfil our online orders. Therefore, we have temporarily suspended any next day delivery services. If you require your item(s) urgently, you have the option to either pay online and opt to personally collect your items from our distribution office that same day.
Postage costs is calculated by parcel weight and dimension size in-line with Royalmails new 2014 pricing guidelines.
Sugarcraft Boutique Limited makes every effort to recycle/reuse all types of postal packaging where possible. Your item(s) will be addressed clearly and packed securely, but may not necessarily arrive in a Sugarcraft Boutique fancy styled designer box.
Dispatchment of all items from Sugarcraft Boutique Limited are couriered by Royal Mail.
Orders received before our cut-off-time of 1pm (13:00hrs) will be processed that same day, but any orders received after our 1pm cut-off-time will be processed on the following or next working day. Working days for mail order are from Monday to Friday only. We do not process any orders on weekends or on Bank holidays. For example: if you place your order after 1pm on Friday, your items will be processed by us on the following Monday (excluding bank holidays).
Unfortunately – We are unable to process orders to PO BOX addresses.
Postage costs are set on destination and weight of goods. Once you have placed your order with Sugarcraft Boutique Limited, we will email you the postage costs prior to processing.
Once postal cost is agreed, we will then process your order and Sugarcraft Boutique Limited will inform customers by email with the time and date of dispatched parcel. Normal delivery times are between 7-14 working days.
Sugarcraft Boutique can not be held accountable for any delays with shipping if you have not received your goods within 14 working days.
We will make every effort to deliver your goods within the estimated stated time scales. Please be aware of occasional delays during busy periods (Christmas) and unforeseen factors.
Sugarcraft Boutique Limited will not be held responsible for delivery delays beyond our control, such as: Strike action, Third party delays, Traffic, Public Holidays or Extreme Weather Conditions, and therefore will not accept liability for late deliveries under these circumstances. For the requests of goods to be left at unattended premises (garden shed) or with neighbours, Sugarcraft Boutique Limited will do so at the customers own liability.
What happens if I am out?
If your order has been despatched by Royal Mail, you should receive a ‘sorry you were out’ card through your letter box. You can rearrange a redelivery of your parcel by calling the telephone number stated on that card or Royalmail may state that your parcel was left with a neighbour.
Royal Mail or our couriers’ agents will leave a note if you are not there to receive the parcel. It is your responsibility to call the delivery company to rearrange a re-delivery or to collect the parcel. You will be eligible for the cost of us re-sending the goods if the parcel is returned to us marked as ‘not called for’. Failure to comply with these charges will result in the order being cancelled and refunded. If a parcel is returned due to incorrect or insufficient address details provided on your order you will be eligible for the cost of resending the parcel. Parcels will only be resent once the charges have been met.
Damaged Goods In Transit
Where goods are damaged in transit Sugarcraft Boutique Ltd will replace the item free of charge. Proof of the damage and a written statement will be required so that we can proceed with a compensation claim against the courier.
Lost or Stolen Goods
In the unlikely event should you not receive your parcel within 7 working days after dispatchment, we would first ask you to carry out the following checks:
- That you was not left with a ‘sorry you were out’ card by Royal Mail to collect from your local sorting office.
- That it has not been left in a designated place (i.e. cupboard, porch, garden shed or with neighbours).
Having carried out the above checks please contact us by telephone on (020)86931718, by text to 07432774960 or by email WITHIN 14 WORKING DAYS stating your order reference number, delivery address and contact details. After this time Sugarcraft Boutique Ltd cannot be held responsible. We will investigate any lost packages with our courier partners and arrange a replacement or full refund in the event that goods cannot be found. NOTE: we require a minimum of three working days to investigate any lost or stolen packages with our couriers. Sugarcraft Boutique Limited cannot be held liable for lost or damaged parcels where the customer supplies incorrect or insufficient address details provided on your order.