General Queries
If your problem doesn't fall into these categories, then contact us on our general query address on sales@sugarshack.co.uk You can also call our customer services team on 020 8204 2994 9am-5pm Monday to Friday.
 
Shopping Information

Can't find a product?
We have made searching our site as easy as easy as possible, but if you can't find a particular item try searching for it in the 'search option' in the top bar underneath the images in the banner, you can simply put in a word that describes the item or if you know the reference number you can also use that. You'll then be taken to the results page, click on the item then you'll be taken to the products page of the item.

If however you're still having trouble locating a particular product please let us know. If we don't sell it, we'll track it down for you and let you know when it will be available.

Ordering problems?
If you've having difficulty ordering or you want to check up how your order is doing, you can e-mail us at sales@sugarshack.co.uk. If it's about an existing order, make sure you mention the order number because that makes it a whole lot easier for us to respond to your question more efficiently.

First-time buyers

Do you need help with your visit to sugarshack.co.uk? If you can't find what you're looking for or you need help with tracking your order then this is the place to start. All the answers to all your questions can be found within these pages, these are the questions people often ask.

How do I find my way around the web site?
Step-by-Step Process to Browsing, Purchasing & Your Delivery:

Step 1.  Finding your way around
With so many products to choose from we've made easy selection a priority. You will find on the left hand side of each page a list of the main departments of our company. When you click on one of these department headings you will then be taken into that department. You will then be able to browse just as you would in one of our stores, and be presented with all of the ranges of that particular department.

Be sure to look under the department heading now because you will also find that the ranges now appear under the heading - ensuring that wherever you are you're only one click away from any ranges within a department. To change a department search just click on the bold headings in the left menu column.

Step 2.  Deciding what to buy
If you know what you are looking for, and find it on the first page with in the range you can now purchase it, simply click on the little plus sign in the grey box below the description, you'll then notice that a '1' appears in the box, if you happen to make a mistake and click more than you needed simply click on the minus sign to remove the items from your trolley.

If you would like to receive more information on a particular product simply click on the image, heading or text, wherever you see the little hand sign simply click your mouse button and you will be taken to some additional information about the item.

You will also find that the grey purchase box on this page as well and you can follow the same process as above to make a purchase. But it gets better, we have provided you with 3 related products that we feel you might also be interested in, if you click on these you will automatically be taken to that particular product.

You can continue to browse the site even if you have made a selection, as your selections will remain in your trolley until you checkout. When you are ready to checkout just click on the checkout link in the top green menu bar and you will then proceed to the checkout process.

Step 3.  We have a very speedy dispatch routine
Once you have finalised and placed your order it will then set off an instantaneous series of events that are manned by people with the access to the most incredible technology available.

Your credit card details are checked and processed and a purchase order is raised and sent to the warehousing and distribution department. If your order is placed before 2pm we will aim to despatch it on the following day. If the parcel weighs over 2kg this will invariable go by courier, otherwise it will be sent 1st class post. Either way your order will be with you within 3 to 4 working days.

We take particular pride in the care that we handle all of your items with, each is carefully checked and prepared for its journey to you.

Step 4.  Our Special aftercare
It is commitment to a professional aftercare service that we are most proud of and known for. We not only have a bright and friendly customers services department answering phone queries and e-mails, but we also have access to an incredible array of cooking information that we are sure to like to receive, be sure to sign up to our subscription service to receive regular emails, don't worry we won't sell your email address we hate spam as well.

Step 5.  Normal Price
RRP quoted has been charged at our Burntoak Store for 28 consecutive days in the last 6 months.

Can I ship to a different address?
Yes. You may designate a different delivery address during the course of your shopping experience. When checking out, you will be prompted to enter a delivery address for your order.

What forms of payment are accepted for online purchases?
We accept Visa, MasterCard, Maestro, Solo and Switch and all major debit cards.

How do I know if something I purchased is on back order?
As you shop, everything that you see is available; it is The SugarShack’s policy not to display items for sale that we cannot ship to you. If a problem occurs after you have made your purchase, we will notify you by phone or email immediately.

How can I check the status of an order online?
We have made our ordering and delivery process as easy as possible, you can check the status of your order online at our site in your order history.

How can I make a change or cancel my order?
To make a change or cancel your order, please contact customer service department at 020 8204 2994.

Shipping Information

Delivery Areas
Once you have placed your order we want to make getting hold of the items you've ordered a hassle-free experience, we fully understand the annoyance of being told you have to be at home to take delivery of your order - well that isn't the case with us!!!

Our couriers will deliver anywhere you specify and follow any instruction they are given. If you do not want to be home the day your order is scheduled for delivery just tell us to leave it in the shed, or under a balcony, or around the backyard wherever you want us to leave it we will. A gentle warning though try and specify an area that you believe is secure.

Another option is to have us deliver the goods to one of your neighbours, often you'll find that one of your neighbours is planning on staying in on the day of your delivery, as long as your neighbour is within 50 meters of your house this won't be a problem at all. If it's a little further just put their address in as your specified delivery address.

If you drive to work, or if the item that you've ordered isn't too bulky for you to carry one of the most popular ways of getting your delivery with the least amount of inconvenience, is to get the items delivered to your work address, this isn't a problem what so ever.

How much is it?
Whether you are in the UK mainland or you order from a little further, we will get you your goods as fast as we can, and we are sure that you will be very pleased with our couriers delivery rates.

If you are getting your goods delivered within the UK Mainland the standard delivery charge is only £2.95, which is good especially as we endeavour for a next day delivery promise.

You can even specify a delivery time

If you would like it before 2pm it'll only cost you a surcharge of £3.00. The same rate also applies if you prefer to have your goods delivered between 12 noon and 5.30pm.

Now if your order is £40 or more we will wavier your standard delivery charge as a thank you.

For those that live a little further a field for instance in the Scottish Highlands, NI or the Channel Islands we understand the importance of getting goods delivered by courier, we have negotiated a good rate for you. Please see the delivery details info area on the home page.

When special shipping conditions apply to a purchase, how can I estimate the arrival date?
Oversize items such as Blocks may take a little longer to deliver and sometimes require special treatment, please ring our customer service department if you have any questions regards your delivery on 020 8204 2994.

Can I place an order from a foreign country?
Yes you can using our website. Delivery charges will be added on once we have had a chance to pick & pack the parcel. You will be emailed for confirmation before we despatch.

Will you hold the order and ship it at a later date?
Yes. This can be arranged for your convenience, please ring our customer service department on 020 8204 2994  to place your order.

How will this purchase appear on my credit card statement?
Upon shipment, your order will be billed to your credit / debit card by The SugarShack and this will be named as the billing company.

When will I be billed?
Your credit card will be billed by The SugarShack after your order is despatched.

Returns Policy

30-day money back guarantee
If during the first 30 days of receiving your merchandise from The SugarShack you decided that you do not wish to keep the goods, and the goods do not contain any fault, then you can return the goods to us.

The merchandise must be returned to us un-used and still within its original packaging.

If the above is adhered to we will refund the cost of the goods, but we will not refund the shipping of the goods to and from us.

Faulty goods during the first 30 days
If after receiving your merchandise from The Sugar Shack a fault occurs with the goods within the first 30 days, then you can return the goods to The SugarShack for a replacement or to be repaired, which we will reimburse the cost of return shipping. Alternatively you can return the goods to us for full refund.

Faulty goods outside the 30-day period within guarantee period
If during this period you have cause for complaint about the goods you have received from The SugarShack then you can return the goods to us, and at our discretion we will repair or replace them. Please contact our Customer Service Department on 020 8204 2994 to arrange a collection.

Our Returns/Replacements/Refund Policy is in addition to your statutory rights, and is conditional upon proof of purchase in the form of a receipt.

Our return address is SugarShack, Unit 12 Bowman Trading Estate, Westmoreland Rd, London, NW9 9RL

General queries
If your problem doesn't fall into these categories, then contact us on our general query address on sales@sugarshack.co.uk You can also call our customer services team on 020 8204 2994.

Who are we & what's important to us?
We've taken our position as the largest specialist retailer of sugarcraft in the UK to offer you the opportunity to purchase our great products from the comfort of your own home. The SugarShack can offer exceptional value for money as we cut out ALL middle men, we design, we manufacture to the highest quality, we import from all over the world and finally we advise you on the best product for your needs. Take a browse and be re-assured that if you are not totally happy with your purchase return it to us for a full refund.

The most important thing to us is what our customers think. We aim to make your experience at sugarshack.co.uk as enjoyable and productive as possible. We want you to get right into baking and cake decorating and become a regular to this site, which is why we've tried to sort out a site that's not only user-friendly but informative. If you have anything to say about what we've done - whether we've done it well or badly - we really would like to hear from you. We are continuously improving this site and have a number of things that we are working on to make it even more enjoyable, stay tuned because shortly we will have the largest selection of recipes we have been able to find.

Credit Card Disclaimer
We do not store our customers credit/debit card or financial details in any way. All information you enter into the online checkout is processed by our payment providors (either PROTX or PAYPAL). We do not have access to this information at any point.