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FAQ's

Shipping/Delivery FAQs


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. For urgent orders/orders needed for a specific date we strongly advise using our ‘NEXT DAY GUARANTEED DELIVERY SERVICE’.

When will my order be dispatched?
Currently, due to lockdown, we have amended our dispatch timescale to 1-5 working days. This is due to 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 and as always, please use our guaranteed next day delivery if need your order sooner.

All orders are dispatched within 3-7 business days, excluding the below;

  • Custom Vellum paper - 1-5 working days with express option & 10-14 business days without express option
  • Photomats - 3-7 working days


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 email us at sugarstampuk@gmail.com 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, 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 email for a tracking number at sugarstampuk@gmail.com. As standard shipping options have no tracking information, if lost in transit there is unfortunately no refund available.

I have ordered custom vellum paper and it hasn’t been dispatched?
All custom vellum paper orders are dispatched within 10-14 business days unless you have selected the 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 working 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.
Next Day Delivery option is available for all orders excluding Custom orders, this is due to the time it takes to be produced. If you do however need to use this option urgently for a last minute order please email us prior to placing your order to confirm this can be completed at 

sugarstampuk@gmail.com.

When will my order arrive?
Depending on which postage option you chose, all UK orders should arrive within a couple of working days (excluding COVID-19 delays & busy seasonal periods). International orders on average can take up to 10-14 working days, for more precise updates we recommend using a tracked service so you can keep an eye on the tracking information.

My order has been dispatched but I haven’t received it?
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.

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.


General FAQs

How much is shipping?
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. Any orders over £100 will receive free delivery.

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 send us an email at sugarstampuk@gmail.com to discuss and we will help the best we can.

Can I add to an order?
If you have already placed an order with us that has not yet been dispatched then please email us at sugarstampuk@gmail.com with your order number and what you would like to add. We cannot guarantee we will always be able to add to your order but we will do our best where we can.

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. 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 email us with your order number and reason for cancelling at sugarstampuk@gmail.com. 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 so please email ASAP if you do wish to cancel.

There is a problem with my order?
In the rare occasion that you experience a problem with your order, please email us at sugarstampuk@gmail.com 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 email us if you would like a replacement sent to you at sugarstampuk@gmail.com.

What payment methods do you accept?
We currently accept payment methods via; all credit/debit cards, Paypal & Klarna.

I’m interested in becoming a Sugar Stamp stockist?
We would love to hear from you, please email us your stock interests and your business details to sugarstampuk@gmail.com.

What is the best way to contact you?
If your question cannot be answered from our FAQs then please email us for our quickest reply at sugarstampuk@gmail.com. Our emails are answered during office hours Monday-Friday 10am-5pm GMT.

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