DELIVERY & RETURNS
UK MAINLAND
| Delivery Option | Basket Value | Delivery Time Frame | Cost |
|---|---|---|---|
| Collect in Store | Any | 24 hours | FREE |
| Free 1st Class Delivery* | Over £40 | 3-4 working days | FREE |
| Charged 1st Class Delivery* | Under £40 | 3-4 working days | £3 |
| Express Delivery* | Any | 1-2 working days | £7 |
SCOTTISH HIGHLANDS / ISLANDS / NORTHERN IRELAND / REPUBLIC OF IRELAND
| Destination | Royal Mail Cost | DPD Courier Cost |
|---|---|---|
| Northern Ireland | £3.00 | To Be Calculated |
| Scottish Highlands | £3.00 | To Be Calculated |
| Offshore UK Postcodes | £3.00 | To Be Calculated |
| Republic of Ireland | Not Available | To Be Calculated |
COURIER SERVICE DETAILS
Please note this is a business working day service only. We do not operate a next day service for a Saturday Delivery. If your delivery is required for the weekend, please place your order on Thursday before 1:30pm for same day dispatch.
Courier service is a 24-48 hour service from the day of dispatch, which is a working day service only.
Should you have missed your delivery, your parcel will be returned to the nearest depot, awaiting further instructions from yourself.
FREQUENTLY ASKED QUESTIONS (FAQS)
My First Class order has not arrived, what shall I do?
If you have not received your goods within the times allocated, please follow the instructions below:
- Check with other members of your household; ask your neighbours if specific goods have been delivered to them.
- Check with your local post office, if there is no package at the post office, please contact us for assistance
Can I cancel an order I have placed?
You may cancel your order for any reason up to and including 8 working days from the date of delivery of your order.
We can cancel it for you if it is still in the warehouse and issue a refund for it. If the order has been sent out we ask that you return it back to us. Upon receiving it back we will issue a refund provided all the products are unopened and/or in good selling condition.
NOTES
* Express Delivery available for Mainland post codes only for orders made from Monday till Thursday. Orders placed before 12pm (noon) will be processed the same day. Orders places after 12pm (noon) will be processed the next working day. Orders placed and processed on Friday with selected Express delivery will arrive in 1-2 working days as of Monday the following week.
For weekend or same day local deliveries please call +44 (0)20 8204 2994.
Aerosols and Rejuvenator Fluid are only sent out with Express Courier Service.
Orders which are more bulky are also sent out with Express Courier Service only- When deliveries exceed 30kg or are too bulky the delivery charge will be applied twice and your order will be split into two parcels.
MAINLAND EUROPE
ALL INTERNATIONAL ORDERS WILL HAVE A DELIVERY CHARGE THAT IS SUBJECT TO CHANGE - please note that the delivery charge calculated at checkout is subject to change, and you maybe contacted with an alternative price for delivery.
Orders to Mainland Europe are sent exclusively with a Courier Service. We do not usually dispatch orders to Mainland Europe with Royal Mail.
When deliveries exceed 30kg or are too bulky the delivery charge will be applied twice and your order will be split into two parcels.
For countries from Zone 4 and Zone 5 in Europe, a delivery proposal will be provided via email upon the customer's request.
MAINLAND EUROPE
ALL INTERNATIONAL ORDERS WILL HAVE A DELIVERY CHARGE THAT IS SUBJECT TO CHANGE - please note that the delivery charge calculated at checkout is subject to change, and you maybe contacted with an alternative price for delivery.
For delivery to a country for which we do not have preset delivery options available at website checkout, please email us on info@sugarshack.co.uk
We will make sure to provide you with a tailored shipping proposal based on your delivery address and order contents, within the same working day.
Can I cancel an order I have placed?
If your product is damaged or broken upon arrival, please send us an image of the damaged item, along with a copy of your paper invoice to info@sugarshack.co.uk. Once we have received the email, we will rectify the matter for you immediately.
If the damaged item needs to be returned to us, we will reimburse your postal costs and replace the item for you. When doing this, please include your invoice number, why the item is being returned and state whether you would like a replacement or a refund.
If you wish to return an item because you no longer need it or you have changed your mind about it you can send it back to our address. Postal costs will not be reimbursed for returns of such nature. Alternatively you can bring it back to the shop in it's original packaging along with your invoice.