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Help Centre

Due to COVID-19 there are unfortunately some delays within the postal service, however we are still dispatching all orders within our expected time frames found below. For urgent orders/orders needed for a specific date we strongly advise using our ‘NEXT DAY GUARANTEED DELIVERY SERVICE’ as these are all dispatched the same working day when ordered before 1pm.

All shipping charges vary due to the weight you are adding to your order, at checkout you will be able to see all of our charges & shipping options. 

We pride ourselves in accommodating you whenever you may need some extra help with a last minute order, we will always do the very best we can to help out so please contact us below to discuss and we will help the best we can.

Unfortunately we are unable to add to orders that have been placed over 24 hours, due to the large amount of orders we receive it is unfortunately not possible.

Depending on which discount code you are using they all will have different terms & conditions, which will be stated on the home page, all discount codes exclude the following; Custom Vellum Paper, Colour Mill, Faye Cahill Lustre Dust & Chocolate Drip. If you are using one of our Brand Ambassador’s discounts, this will only be activated once you have over £10 in your basket excluding the following items; Custom Vellum Paper, Colour Mill, Faye Cahill Lustre Dust & Chocolate Drip.

If you wish to cancel your order, please contact us below with your order number and reason for cancelling. Any custom orders that may have already started designing are unable to be cancelled, however you may be able to receive a partial refund if it has not been fully produced yet. We are unable to cancel any orders that have been dispatched or if a shipping label has already been printed then we are unfortunately unable to refund the shipping cost. Please contact us ASAP if you do wish to cancel to we can accommodate for you.

We currently accept payment methods via; all credit/debit cards & Paypal.

We would love to hear from you, please contact us below your stock interests and your business details.

Currently, due to the lockdown we are in we have unfortunately had to amend our dispatch timescale to 5-7 business days. As we are a small family run team of 2 (and a half) we do have to prioritise homeschooling throughout the day, which means we are only able to pack your orders during the night. We thank you for your patience at this time it is so gratefully appreciated.

All orders are dispatched within 5-7 business days, excluding the below;

  • Custom Vellum paper - 15-20 working days or 1-5 business days if you have chosen our express option.
  • Photomats - 3-7 business days

*Please note that our business days do not include Saturdays & Sundays.

All order confirmation is sent to the email provided at checkout, please check your junk folder first and if you still cannot locate it then please contact us below with your name, address and email used when placing your order and we can confirm it has been received for you.

Absolutely, unless you have selected standard shipping at checkout. Once your order has been dispatched you will be able to track this via your Sugar Stamp account, if there are any issues then please contact us below for a tracking number. As standard shipping options have no tracking information, if lost in transit there is unfortunately no refund available - we recommend using our fully insured signed for delivery to cover your order.

All custom vellum paper orders are dispatched within 15-20 business days unless you have selected our express option before adding to your order. We receive a very high quantity of custom vellum paper orders so our express option is the only option to use to guarantee your order is designed, produced & dispatched as a priority within 1-5 business days. Any items ordered in the same order as your custom vellum paper will be dispatched in the same time frame. 

Yes, all items placed with Guaranteed Next Day Delivery are fully tracked & signed for. We strongly recommend using this service if your order is urgent.

Next Day Delivery option is available for all orders excluding Custom orders, this is due to the time it takes to be produced.

Unless a tracked shipping method has been selected, we are unable to track your parcel for you and confirm its delivery date. Due to COVID-19 there are currently a lot of delays expected within the postal service, we recommend contacting the courier directly as they are a third party company, which means they may be able to give you more information regarding your parcel.

Yes, we proudly ship worldwide. All shipping costs will be worked out at checkout.

Some international orders will incur customs charges, which will be up to the consignee of the package to pay for. Any customs orders will be unable to return if you do not wish to pay the fees once received.

  • Postage & packaging is non-refundable once an order has been placed.
  • Custom items are non-refundable.
  • Once we have received your item back, we will complete a full inspection and then update you with the status of your refund.
  • If you are eligible for a refund you will be refunded on the same day, please bear in mind some refunds take longer depending on your payment method.
  • If you have not adhered to the above and your item has been used, this will be returned to you with no refund given.
  • If you receive a refund, the cost of shipping will be deducted from the total.
  • To be eligible for a return your item must be unused, in its original packaging and with proof of purchase.
  • As all of our items are used with food we are unable to accept any returns if they’ve been used due to health and safety purposes.
  • You will be responsible for paying for your own returns shipping costs. Shipping costs are non refundable.
  • Personalised/custom orders cannot be cancelled if production has already started. 
  • Payment must also be made upfront for all custom orders.
  • We do not accept returns for sale items and personalised/custom orders as this is because the product has been made especially for you.

In the rare occasion that you experience a problem with your order, please contact us below at your earliest convenience with as much information as possible, including your order number and we will help the best we can.

If you receive an order that has been damaged/broken in transit, please email us with your order number including any photos you can provide for more information within 24 hours of receiving your order. If any damage happens after 24 hours of receiving your order, please contact us below if you would like a replacement sent to you.

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