DELIVERY

STANDARD SHIPPING - SUMMARY

Cake Crafts aim to ship all Standard Delivery orders within a couple of days..

The website will estimate a delivery timescale for your particular order at checkout, based on your delivery address.  We do our very best to ensure these estimates are accurate. For UK mainland customers, most orders are delivered within 3-4 working days of ordering.

We generally use Royal Mail for small, light orders and for non-mainland deliveries, as well as using couriers to deliver larger orders.

We would advise customers to allow up to a week for delivery, however It's rare for it to take so long but during exceptionally busy periods (especially if combined with adverse weather etc) it may take longer to deliver, so allowing up to a week is considered a safe timescale.

As soon as your order has been shipped, you'll receive an automated email confirming it's on its way.  This email includes the contact and tracking information you will need to contact the courier.  Please watch for this confirmation email.

RURAL & REMOTE MAINLAND DELIVERIES

We'd ask customers in more remote areas to allow an extra day-or-two for delivery.  This generally applies to Scottish Highlands anywhere North or North West of Inverness, the tip of Cornwall, a few areas in Wales and the other remote addresses.

FREE DELIVERY
Free delivery is available for UK mainland customers on orders over £50.  For UK non-mainland customers, shipping is substantially discounted on orders over £50.

NON-RECEIPT
If your order does not arrive within the advised timescale it probably means delivery has been attempted when you were not in.
For the fastest solution we offer the following advice . . .

For small orders, the parcel will probably be sitting safe and sound at your local Royal Mail Delivery Office - because the Postie “forgot” to leave a card advising you of an attempted delivery - so a quick phone call to the Delivery Office solves the problem in over 90% of cases. If they do not have your package please contact us right away. If nothing arrives after 15 working days, Royal Mail will class the parcel as lost and we can open a missing item claim.

For larger orders, the courier should leave you a card to advise they attempted delivery. We always advise choosing a shipping address where someone will be available to sign - this can be your work, a friend, neighbour, relative etc. An alternative is to add a special instruction at checkout, asking for the order to be left in a safe place.

If the couriers have left a card, it's important you phone them right away to re-arrange delivery because if they return the order to us, we cannot then re-deliver it free of charge.  Please check the email we sent confirming your order had been shipped – this includes contact details for the carriers and your order’s consignment number.

RETURNS

No goods may be returned without prior agreement with Cake Crafts.
No returns will be accepted unless an original Cake Crafts invoice is quoted.

DAMAGED, FAULTY & INCORRECT ITEMS

Under the Sale of Goods Act, Cake Crafts are happy to replace any damaged, faulty or incorrectly supplied item right away; or refund that item if you prefer. The item may need to be returned to us so that we can identify the root problem and return faulty items to the manufacturer. Where this is necessary, Cake Crafts will reimburse your reasonable return postage costs up to correctly calculated 1st class post if arranged with us in advance. Where franked postage is incorrect (eg small parcel rate instead of large letter) we will reimburse the value of the correct postage costs. Items returned without first arranging with us are done so at your own risk and cost.

CHANGING YOUR MIND
If you change your mind about an item then under the Distance Selling Regulations, Cake Crafts are happy to refund you on return of the item, providing it is new (unused), complete in all original packaging and that doing so allows us to stay within our Food Safety Policy.  You must contact us within 7 days of receipt and return the item within 14 days.  In these circumstances, return postage costs are payable by the customer.  Edible, food-contact, customized or personalized items, cut ribbon and items specially ordered for the customer cannot be returned.

Please note that if you return an item for refund and this brings your order total below £75 then where free or discounted delivery has been applied, the original delivery charge will be payable. The cost of delivery will be deducted from the value of any refund so in some cases this may mean that (when you include return postage costs) it may not seem worth returning an item so please speak to us first so that we can help.  Please remember this only applies to items being returned under the Distance Selling Regulations.

Please note Distance Selling Regulations do not cover business-to-business transactions (ie trade customers).