Contact & FAQ’s
When will my order be dispatched?
Due to high demand our current turnaround time for orders excluding Custom Vellum Paper is 2-5 working days. Once your order has been dispatched you will receive an email to confirm and be able to track using your account.
All orders are dispatched within 2-5 business days, excluding the below;
- Custom Vellum paper - 1-5 business days with express option & 15-20 business days with our standard production turnaround.
- During launch or restock evenings, please note that this will add an extra 1-2 working days to your dispatch due to the huge volume of orders we receive in one evening.
- Pre-sale launches will have dispatch dates confirmed in the descriptions & cart buttons before purchasing as these dates will vary.
*Please note that our business days do not include Saturdays & Sundays.
I have not received order confirmation?
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.
Can I track my order?
Absolutely, as of April 22nd all orders are now dispatched using a tracked service that you can track using your account. If you are unable to find your tracking info, please feel free to pop us an email and we will happily send this over to you.
I have ordered custom vellum paper and it hasn’t been dispatched?
All custom vellum paper orders are dispatched within 15-20 business days unless you have selected the express option of 1-5 working days. 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.
Can I order with Next Day Delivery?
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 as these are all dispatched the same working day when placed before 1pm.
Next Day Delivery option is available for all orders excluding Custom orders, this is due to the time it takes to be produced.
When will my order arrive?
We currently use Royal Mail to dispatch all of our orders, who aim to have these delivered within 1-3 business days, although this may vary during busy periods. Currently international orders may experience a few delays due to Brexit. However all orders are available to be tracked once your order has been dispatched.
My order has been dispatched but I haven’t received it?
If you are unable track your order 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.
Do you ship internationally?
Yes, we proudly ship worldwide. All shipping costs will be worked out at checkout.
Will I be charged customs/duties?
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.
How much is shipping?
At checkout you will be able to see all of our charges & shipping options, we offer standard, express and guaranteed next day delivery services.
I need an order urgently?
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.
Can I add to an order?
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.
My discount isn't working?
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 & Sweet Sticks. 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.
Can I cancel my order?
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 if it has already been processed, if it is after 24 hours of placing your order and any pre-orders due to these being made to order. Please contact us ASAP if you do wish to cancel to we can accommodate for you.
There is a problem with my order?
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.
My order arrived broken/damaged?
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.
What payment methods do you accept?
We currently accept payment methods via; all credit/debit cards & Paypal.
I’m interested in becoming a Sugar Stamp stockist?
We would love to hear from you, please contact us below your stock interests and your business details.
What is the best way to contact you?
If your question cannot be answered from our FAQs then please contact us at firstname.lastname@example.org for our quickest reply, our emails are currently replied to within 72 hours.