Standard delivery charge £2.95 sent via Royal Mail 2nd Class, or track courier where appropriate. If you are not in for delivery a card should be left informing you of attempted delivery, with instructions on how to collect your package.
Where possible, all orders received before 2pm (excluding weekends and bank holidays) will be dispatched on the same day. Orders received after 2pm will be dispatched on the next working day.
Please allow up to 5 working days for your delivery.
Sugar Loaf Shop shall not be liable for any delay in delivery of the goods however caused. If we fail to deliver the goods (or any part of) for any reason other than any cause beyond our reasonable control or your fault, and we are accordingly liable to you, our liability shall be limited to the price of the goods.
If your goods fail to arrive within 10 working days please contact us via email us at firstname.lastname@example.org and we will strive to resolve this.
If you are not completely satisfied with your purchase, simply return the item or items to us in original condition within 14 days of receipt. We will issue a refund or exchange within 7 days.
If you should receive a faulty or damaged item, please notify us within 7 days. We are unable process claims for goods received as faulty after this period of time.
To arrange a return, or if the item you received is faulty or is not what you originally ordered, please send an email to: email@example.com or telephone us on 01242 514151 quoting your order number, your name and address, details of the product, the reason for return and whether you require a refund or replacement. You will then be issued a Returns number. Please write this number clearly on the outside of your parcel. We will also advise on how to proceed with the return.
Please note: The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We are not responsible for returns that are lost in transit. If you are returning an item to us for a refund or an exchange then the cost of returning the item to us is your responsibility. Your original postage costs will not be refunded unless the item you received was sent in error or is faulty (providing we are notified of faults within 7 days of receipt).
If you are returning an item to us that is faulty we will reimburse the cost of returning the item to us up to a value of £5 (providing we are notified of faults within 7 days of receipt). We will not cover the cost of any additional posting service (eg Royal Mail Special Next Day delivery). All products to be returned must be carefully repackaged in their original packing and be in an unused condition. We will not refund goods that have been used, altered, do not have their original packaging or show obvious signs of abuse. Goods that show obvious signs of use or abuse will be returned to the buyer. In the interests of fraud prevention your refund will be issued by the same method that you paid with within 7 days of us receiving the item.
When you shop with us, you can choose to check out using either PayPal or SagePay, both of which are established leaders in the field of secure transaction processing.
We use the industry leading internet payment company PayPal to protect your card details and protect from fraud. PayPal keep your information safe. We will never actually see your bank or credit card details, they are passed in a highly secure way directly to PayPal for processing. Industry-leading fraud prevention is just one of the reasons PayPal is a safe way to pay online. PayPal uses proprietary technology and constantly innovates to monitor transactions and maintain a secure payment system. To help you keep track of your account activity, PayPal sends an email confirmation of every account transaction. For more information visit www.paypal.co.uk
When you shop with us, our secure server encrypts all of your personal information, including name, address and credit card information. We use SagePay which are an industry leader in secure internet transactions. SagePay are used by thousands of other UK businesses for transaction security.
All transaction information passed between our website and the SagePay Payment System is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and all messages from SagePay are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing passed to SagePay can be examined, used or modified by any third parties attempting to gain access to sensitive information.
Once on the SagePay system, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data they hold is extremely secure and they are regularly audited by the banks and banking authorities to ensure it remains so.
SagePay has multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.
No individuals within our company or SagePay are able to decrypt transaction information or cardholder data. Their systems only allow access to our most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your card information is secure even from their own employees because the systems never display the full card numbers, even on administration screens.