Terms & Conditions

Please read our terms & policies carefully.

Please ask any questions prior to placing your order as this confirms acceptance of our terms.

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Quotations & ordering

By placing your order with Sugarboo Sweet Stuff you automatically agree to our terms and conditions. We reserve the right to decline any order.

All quotations are valid for 3 days only. Any unsecured quotations after this time may be subject to change and lack of date availability. In order to avoid disappointment we always recommend booking your order as soon as possible.

Orders secured with a deposit will take priority over open quotations or unsecured orders.

All orders over £90 will require a 25% non refundable deposit at the time of placing your order. We will contact you 2 weeks before your booked date to take the balance payment or in the case of orders under £90, full payment. Any orders for which we have not received full payment will not be fulfilled.

All our products are handmade and as such may vary in design from item to item. Consistency of design is not guaranteed. Alternative decorative/ingredient products other than those shown in website photos, may be used where we deem suitable and necessary. 

In relation to bespoke cake orders, images supplied by the client for design inspiration purposes will not be copied 100%. This is show due respect to the original cakemaker and we will therefore amend the design accordingly. Photos of the final cake will be forwarded to you before collection/delivery for acceptance. Any reasonable amendments needed must be advised by you at this stage to allow us time to correct them. 

Please note that once the cake has been collected or delivery accepted by you, we will make no further amendments to the cake/bake and full responsibility for the products transport, care and storage transfers solely to yourself.

We do not currently cater for food allergies or intolerances. We will ask you to confirm that neither you or anyone intending to consume the product are not allergic or intolerant to any specific ingredients at the time of placing your order. By placing your order you accept responsibility for these terms.

 

Refunds

We take pride in all our cakes/bakes and inspect every slice and morsel before it is released to you. On the rare occasion that we have an unsatisfied customer, we do everything we can to resolve the issue, so please allow us time to do this for you..

Due to the perishable nature of our products and the fact that goods returned cannot be resold, we do not accept returns unless under exceptional circumstances. 

If you are unhappy with your cake order, please notify us immediately of your concern/s (at the point of delivery/collection). If you are unhappy with your postal order, please notify us within 24 hours of receipt, of your concern/s. Regrettably, we will be unable to consider any complaints/returns after these time periods has lapsed. In addition refunds will never be given if the majority or all of the cake/bake has has been consumed - consumption will be deemed as satisfactory acceptance of the quality of the product.

If your cake/bake has been received and you consider the 'taste' to be at fault, then again please contact us within the time periods stated above and return the 'whole' product to us for inspection. Please bear in mind that taste is subjective and therefore we must be given the opportunity to see and test the product ourselves. Once we have inspected the item and made a decision, we will contact you further to discuss options.

You will be responsible for paying postage/transport costs associated with return under this policy. We will not refund to you any costs incurred in returning the product to us. Equally we will not pay any costs incurred for replacing the cake for your occasion or pay compensation.

​All agreed refunds will be issued to you in the form of a 'credit' to use against future purchases from us. Once a refund is issued, the cake will remain in the possession of Sugarboo.  No full or partial refunds will be issued if the cake is retained by the client. We will not enter into negations regarding this if the cake/bake is retained by you. 

 

Please remember that all deposits are non-refundable but can be used against future bookings, subject to availability.

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If collection is not made as agreed with the client, or there is no one to accept the delivery as agreed, the product will remain at our premises until the client makes alternative arrangements to collect. If the item is not collected within 3 days it will be disposed of and no refund or replacement will be given, as we deem that the item will be no longer have optimum freshness and be unsuitable for consumption. We will take no responsibility for costs incurred by the client for replacement products in this situation.

We will always endeavour to come to a satisfactory resolution. 

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Order acceptance (non-postal)

Upon taking delivery or collecting your cake/bake you will be asked to sign your order form. This is to confirm that you are 100% happy with the product's design, style, decoration, writing, spelling, size etc and will be deemed as 'accepted'.

Any design amendments at this stage will be chargeable.

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Transport & care (non-postal)

Once the cake/bake has been collected by the client or client's designated person, we are no longer responsible for the product. Any damage that occurs to the product due to or during transport, set up, storage or whilst out of our possession is the sole responsibility of the client.

We will provide, to the best of our ability, instructions to the client on suitable transporting, storage and care. Without due care and attention the cake will get damaged, so please adhere to these instructions carefully to avoid any disputes/issues.

Cakes must be kept upright, stable and on a flat surface at all times. For vehicle transportation, please place the cake preferably on a non-slip mat in the boot of the car. All our products are temperature sensitive and will spoil easily, therefore please ensure that your car heating is off, air con on low and drive very carefully.

Sugarpaste covered cakes must not be refrigerated. Preferably the cakes should be kept in the cake box provided in a cool, dry place away from direct sunlight or radiators. Once cut the cake may be kept in an airtight container or cling film to maintain optimum freshness.

Buttercream cakes must be kept cool, preferably in a chiller. Once cut the cake may be kept in an airtight container or cling film to maintain optimum freshness.

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Delivery (postal)

All our goods are booked and shipped using a 1-2 day delivery service unless otherwise stated. However, very occasionally events outside of our control occur and deliveries are delayed. Therefore we recommend allowing an extra day for special occasions. We cannot be held responsible for any items delivered late or that go missing. Although we will do everything we possibly can to aid you in locating and delivering your item to you (and on time), any issues with regards to courier deliveries MUST be taken up with the courier directly. Once your order is dispatched we DO NOT have any control over the delivery service.

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It is your duty to ensure that your requested delivery date is suitable for either yourself or your gift recipient to accept an order. As the goods we sell are perishable, please ensure that when placing your order that you are aware of the potential delivery day/time. No refund can be offered for missed deliveries or for items that are left in a 'safe place' unsuitable for the item contents.

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Orders that cannot be delivered due to customer’s wrong information will be returned to sender by the courier. Any further costs to redeliver the item will be the responsibility of the customer. If the goods are deemed inedible by the time the re-delivery is arranged, then they will be disposed of and NO refund will be given. A new order will need to be placed.

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Please note it is a requirement of the courier company that we provide a telephone number for the delivery address, so please ensure that this is completed within the order form. We cannot accept your order without a valid telephone number.

 

Cake order changes & cancellations

We understand that plans can sometimes change and we will do our best to accommodate any amendments where possible. However, Sugarboo reserve the right to refuse requested changes to order details or booking date.

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Cancellations must be advised a minimum of 14 working days prior to the agreed order date. No booking fees will be refunded and after this notification time has lapsed, you may be required to fulfil the remaining balance due or the purchase costs of specially ordered in supplies.

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Reasonable changes to design can be advised up 14 working days before agreed order date. No changes can be made to the design after this time to give us adequate time to order in the necessary supplies.

Sugarboo reserve the right to refuse changes to design that majorly defer from the original agreed design. 

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Unlikely events

Whilst every effort will be made to meet customers demands, cancellations or variations may be necessary as a result of an act of God, war, strike, lockout, labour dispute, fire, flood, drought, severe weather, pandemic, personal illness or other causes beyond the control of Lyanda Alder T/A Sugarboo Sweet Stuff.

Where possible we will endeavour to find an alternative cakemaker/baker to complete your order but this is not a 100% guaranteed option and is subject to availability.

 

Complaints procedure
It is your responsibility to check your order carefully, immediately upon receipt of goods. In the unlikely event of goods being unsatisfactory, damaged or incomplete you should contact us within 24 hours or in the case of bespoke cake orders, refuse collection/delivery.

All complaints must be sent directly to us, in writing, via the following method:

Email: info@sugarboosweetstuff.co.uk, any complaints made via social media will not be considered.

This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).