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Delivery FAQ

Questions? Please email us at hello@sugardrip.uk if you have any delivery queries regarding your order such as late delivery, courier issues, damages. We will always be happy to help. We aim to respond to all customer service emails within 1-2 working days.

Delivery Prices & Cut off Times (UK Mainland only)

*Cut off times may change during busy periods so please check the delivery option at checkout when placing the order for the correct cut off time when ordering.
Orders are usually dispatched within 1 working day however during busy periods this can be upto 3-4 working days for Free and Standard delivery.
Transit time stated below is from day of dispatch not order being placed
 
Note: Weekends & Bank Holidays are not classed as working days. 
Any orders placed on a Bank Holiday or a weekend, or after the cut off time on a Friday will be processed on the following working day. 

If you have selected Next Working Day Delivery or Saturday/Sunday delivery, the courier will not deliver on a Bank Holiday - the parcel will be delivered on the following working day after the Bank Holiday.
  • REMOTE AREAS, HIGHLANDS, NORTHERN IRELAND
If you live in the following postcodes, your order will be sent via our chosen remote area courier Service, which takes between 3-5 working days. If you live in these areas, Next Day Delivery is not available so please choose Standard Delivery. Any orders will be delivered via Royal Mail.
We will not refund next day delivery charges on remote area postcodes as this stated before you order.
Remote area postcodes are:
All Northern Ireland: BT1-94,
Scotland - AB36-38, AB43-AB42, AB33, AB55-56, AB51, TD1-8, TD10-14, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50
Scottish Islands - HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
ZE1-3
Guernsey, Jersey, Channel Islands and Isle of Man also do not fall under UK Mainland pricing so Next Day Delivery is not available on these areas. 
  •  Can I change my address details once the order is dispatched?
Any address details need to be correct when you place the order. We will not be responsible for errors and if your parcel goes missing due to the customer entering the invalid address, we will not compensate for this or send replacements - as this is not our fault. If you make an error and notice it before the order is dispatched - please email us IMMEDIATELY with your order number and correct address details.
If the order has been dispatched we are unable to change the address details. 
  • Which courier do you use?
We use various couriers depending on the weight/size of the order.
  • Are orders sent tracked?
Yes! All orders are sent using tracked and insured courier to ensure we know where your order is at all times. Signature may be required upon delivery.
  • Do you deliver on weekends?
Yes our couriers deliver on Saturday or Sunday if you select the correct Delivery option when placing the order.
Bank Holidays? Nope.
  • My order is late or hasn't turned up!?
Please don't panic. Just email us for tracking details or an update. 
Please wait until 9pm for deliveries as the couriers can delivery anytime between 7am and 9pm.
*PLEASE NOTE: You need to inform us if you have not received your delivery within 14 days of your expected delivery date. We cannot investigate if you leave it any longer than this, as the courier will only view non-delivery claims within one month of sending the order out. 
*DISCLAIMER: We do not refund or compensate delivery charges for orders that are delivered late due to bad weather conditions. This is out of control and also out of the couriers' control so neither this company or the courier company are obliged to refund due to natural events such as snow, storms, rain, floods, powercuts etc.
  • I was not in when my order delivery was attempted, what happens now?
The courier will attempt delivery 3 days. If delivery is not succesful after three attempts, the courier may charge us for this, and the parcel is returned to us.
We will not re-send the parcel out again as it will cost us additional postage costs. The customer will be required to send the correct postage amount and we can then resend the order (as the non delivery was due to customer not being home).
  • There is a problem with my order - what do I do?
If your order is damaged, open, leaking or you believe it is missing items you need to contact us within 48hours of the parcel being delivered - you must provide photographic evidence of the damaged packaging and damaged items within 48 hours or we are unable to submit a claim and unable to refund.
Any issues raised after this we are unable to investigate as too much time has lapsed since delivery. 
Please email hello@sugardrip.uk as soon as you can. Remember to send photos of the damage, the packaging, and any other details you have. 
If the courier is at fault, we will contact the courier (please do not contact them yourself) to arrange a refund. 

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be sealed, unused and in the same condition that you received it. It must also be in the original packaging.

 

 If in doubt, drop us an email. Here it is again: hello@sugardrip.uk  😃