RETURNS OR REPLACEMENT POLICY
- General information
- Will my postage be refunded.
- Can I cancel an order?
- Can I cancel my order if it has been dispatched?
We believe we offer a great customer service, please contact us at firstname.lastname@example.org with your query, we will respond back during normal working hours.
Monday to Friday between 9am - 4.30pm. We are closed on weekends and public holidays.
You have a seven day period where you can return unwanted goods back to us in their original condition. We also accept returns for faulty goods 14 days from the date of receipt too. See specific product exclusions and disclaimers below.
We do not refund postage for any returns due to you changing your mind. You must contact us to inform us you are sending a product back, with tracking details. It is your responsibility to ensure your returned package arrives back with us securely packed. Once we receive the parcel, it will be checked, if everything is ok it will be passed to accounts for a refund in seven days of receipt. PLEASE NOTE you must send everything back unopened, unused in original packaging.
Sugar and Crumbs cannot beheld responsible if suppliers change their images or packaging. Unfortunately these are things our out of our control, we do our best to keep all product images up to date. Suppliers have the right to change their products as they wish, unfortunately it's not always been brought to our attention. We do not offer refunds if product information or images change. You are more than welcome to return a product to us if its not what you were expecting, however you will be responsible for the postage to send the items and the returns postage. It's your responsibility for the parcel to arrive back to us unused, undamaged. Please ensure you pop in a note with your invoice details, an explanation for the return. We always recommend Hermes to return your items.
Unfortunately no, you will have to cover the cost of the return postage, including the cost of the postage for us to send the item to you.
Yes, you can cancel your order at any point prior to it being shipped and we will refund the full cost paid, including any shipping costs. We would also point out that orders can be shipped almost immediately, so we cannot guarantee that you will be able to cancel an order before it has been shipped. We must receive the email and have a reasonable chance to respond during business hours. Include 'CANCEL MY ORDER' in the subject title of your email.
Yes, the Consumer Rights Act 2015 and Distance Selling Regulations / the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013 give you the right to cancel the order at any point up until the 14th calendar day after delivery. Refusing delivery is not the same thing as exercising your right to cancel an order. So, we strongly advise against refusing deliveries until you have contacted us when we can offer specific advice in more detail.
For larger orders being delivered by courier, return postage costs can often prove very expensive so we can often help arrange for the couriers to return the consignment to us for a fraction of the cost of Royal Mail. If you need to cancel delivery, please email us as soon as possible, so that we can contact the couriers and try to prevent delivery from being attempted. We can also advise the cost of having the couriers return the order - this charge and the original outward delivery charge(s) will be deducted from your refund.
Refunds are made to the original method of payment used for your order usually within 10 business days of package receipt, excluding postage costs. If the item is returned due to faulty goods then the postage will be refunded also.
Additional fees will be charged for any product missing the original box, packaging material, contents, accessories, and/or manuals (i.e. any product not in “sellable” condition).
We're sorry to advise that in most circumstances it is not possible to make changes to or cancel your order once it is placed. This includes making changes to delivery addresses.
Our warehouse team process orders very quickly, our aim is to dispatch the same day where possible, therefore changes to orders, addresses can sometimes not be difficult to locate your order, or may have already left the building as our courier collects several times a day.
If you have a problem please contact us within 48 hours of receiving your order.
Although we do everything possible to ensure items are sent out in perfect condition, very occasionally items may get damaged during transit. If an item in your order is damaged upon delivery, please contact us IMMEDIATELY stating that the item in question is faulty and send us a photograph of the item clearly showing the damage, so that we can resolve this for you.
If you believe you have been sent an incorrect item as part of your order, e.g. an item that differs to the one you ordered, please follow the same process and contact our Customer Services team on email@example.com as soon as possible with a photograph of the incorrect item.
If you do not receive all of the items that you have ordered please let us know so that we can look into this further to see if this may be arriving in a separate delivery.
Please return all items via MY Hermes, just login in and arrange a collection, this way we can track the return back to us. Please ensure you email us with full tracking details and a recipe of costs if we are refunding postages cost.
Once your item as been returned it will be checked, providing all is ok we will forward to our accounts office for a refund within 7 days.
Please email firstname.lastname@example.org
Sugar and Crumbs
Unit 6 Southside
This is your responsibility to return your package. You must securely package item(s) in original packaging, including documentation, manuals, warranty information, registration, etc.