|
My Account
Q. I've got an account but can't remember my password/my password is not recognised. Help!
A. If you've forgotten your password we'll send you an e-mail with a new one. Just click here to get a new one on its way. The new password will be mixed upper and lower case letters and numbers too, so make sure you enter it carefully. If you want to change the password back to something a tad more memorable, log in and click on 'My Account' and you'll see an option to change your password.
Q. How do I subscribe to your newsletter?
A. Register with us by clicking on My Account, registering your details and choosing the 'subscribe to newsletter' option. The added bonus is whenever you want to sugarpoke someone in the future, all your details are saved so it's quick and easy sugarpoking!
Q. How do I unsubscribe from the newsletter?
A. Either send an email to folk@sugarpoke.com, or you'll see an 'unsubscribe' link on all our newsletters.
Ordering
Q. How do I place an order?
A. Browse our website, choose the products you want to purchase and click on the 'buy now' button. Click on 'Continue Shopping' to keep browsing the site. When you have finished shopping click on the 'Checkout' button to proceed to the online secure checkout.
Please note for next working day delivery, orders must be received by 2pm Mon - Fri. Orders received by 2pm on a Friday will be delivered on the Monday. Orders received at the weekend will be delivered on the Tuesday. We do not despatch or deliver on bank holidays. Next day delivery service takes an extra day when delivering to Northern Ireland, Scottish Highlands & Islands, Scilly Isles, Isle of Man, Channel Islands.
Q. Can I pay by cheque or cash?
A. If you prefer not to order through our website or you wish to pay by cheque, please email us at folk@sugarpoke.com and we will be happy to email you an order form or take the order over the phone.
Payment by cash can only be made if you are collecting goods directly from our premises. Items need to be ordered in advance so they are made ready for collection.
Q. How does the Greetings Card get completed?
A. Type the message you want in the Greetings Card in the box provided during the checkout, and we will print your message exactly as it is typed onto the Greetings Card of your choice. You are offered a choice of 4 exclusively designed sugarpoke cards during the online checkout. Please make sure you check your message carefully for mistakes etc, as the message is printed as it appears on the screen! You can choose to leave the box blank and write the Greetings Card yourself if you prefer.
Q. What if some of the items ordered are not in stock?
A. Our website should not allow you to complete an order for sugarpokes that are out of stock. If it does then we will contact you immediately and offer you a refund, an alternative product or advise you of the likely wait.
Q. Will the package received be exactly as seen on the website?
A. We do our best to ensure the product information on www.sugarpoke.com is correct however, we reserve the right to change information, specifications and descriptions of listed goods at any time. We also reserve the right to substitute individual items with those of a similar nature and value.
Q. How is my order delivered?
A. The delivery method used is based on the size, weight and value of the order. We will either use Parcelforce, a courier service or Royal Mail. Most of our products are letterbox friendly, meaning they will fit through most standard letterboxes in the UK. The majority of our sugarpokes are sent via Royal Mail, although next day deliveries are usually sent via Parcelforce. If you have selected next day delivery and your parcel does not arrive on time for some reason, we will credit your delivery costs in full straight away.
Q. Can I send to multiple delivery addresses in one order?
A. If you wish to send packages to different addresses you will need to place separate orders.
Q. My gift was sent back as the recipient was not expecting it.
A. If a recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error. If a gift is returned to us as 'refused delivery', we will contact you asking if you would like to cancel the order and receive a refund for the goods sent (P&P costs paid are non-refundable), or if you prefer to re-send the gift to the original or an alternative address. There is an additional cost for re-sending the item/s. You may also want to let the recipient know that a surprise is on the way.
Q. I haven't received my order - what happens next?
A. Please either call us on 01604 780111, or email us at folk@sugarpoke.com quoting your order number so we can find out what has gone wrong, and rectify it.
Q. Can you deliver to a PO Box?
A. Regrettably, for security reasons we cannot deliver to PO Box numbers.
Q. Can I arrange a specific date for delivery of my order?
A. This option is currently under development, as we realise our customers may want to order gifts for people to be delivered in the future. If you wish to pre-order please either call us on (01604 780111) or email us at folk@sugarpoke.com and we will do our best to help you. Alternatively, state your preferred delivery date in the 'delivery comments' area during the online checkout, and we will deliver as near to your requested date as possible.
Q. I'm under 18 - can I buy alcohol from your website as a gift for someone who is over 18?
A. No, you must be over the age of 18 to buy a gift containing alcohol, regardless of who the intended recipient is. We reserve the right to decline orders for sugarpokes containing alcohol if we have reason to suspect that the sender or recipient is under 18.
Q. I'm over 18, but I want to buy a gift containing alcohol for a recipient that is under 18 - is that OK?
A. No, you must be over the age of 18 to buy or receive a gift containing alcohol. We reserve the right to decline orders for sugarpokes containing alcohol if we have reason to suspect that the sender or recipient is under 18.
Q. Can I collect direct from you to avoid delivery charges?
A. Arrangements can be made for you to collect your sugarpokes from our premises. Goods should be ordered in advance. To do this you will be required to bring 2 forms of identification and your order confirmation. Any delivery cost added at the website checkout to a card transaction will be refunded to you once the goods are collected. We will automatically make this refund back to card from which the original payment was made.
Q. What countries do you deliver to?
A. We deliver to UK addresses, and selected international destinations. The UK includes England, Northern Ireland, Scotland, and Wales. We deliver to home or business addresses. Please note that in some areas of the UK our next day service take an extra working day. These areas include Northern Ireland, Scottish Highlands & Islands Scilly Isles, Isle of Man, Channel Islands.
For international deliveries, simply see our delivery guide web page for information on pricing, timescales and countries we deliver to.
Refunds
Q. Can I cancel my order?
A. You can cancel your order providing we have not already despatched the goods. If you need to cancel an order please call us on 01604 780111 or email us at folk@sugarpoke.com quoting your order number.
Q. Can I get a refund?
A. Our returns and refunds policy means that if for any reason you are unhappy with your purchase, i.e. the item you have ordered is faulty, defective or you have simply changed your mind, you can return it to us provided it is unused and in its original condition within 14 days for a prompt replacement, exchange or refund. These terms do not affect your statutory rights.
Q. Can I return the sugarpoke/s if I don’t like it/them?
A. If you return a sugarpoke because you have simply changed your mind, it must be unused and in perfect, re-saleable condition (including all parts, accessories, instructions and packaging etc), otherwise we will not be able to refund you. A refund will not be issued in respect of the original delivery charge and returns postage.
If you have received one of our products as a gift, we are still just as happy to exchange unwanted, faulty or defective products. If a refund is required however, please note that we can only issue a refund for the purchase price for items bought to the original purchaser.
Q. My sugarpoke has arrived damaged – what do I do?
A. Please either call us on 01604 780111 or email us at folk@sugarpoke.com and we will advise you on the best course of action. Please ensure you report any damage promptly, within 7 days of receiving the delivery.
Q. An item is faulty - how do I return an item?
A. If an item is faulty or defective, or we have made an error with an item, please email us at folk@sugarpoke.com within 14 days of receiving the item, and we will arrange the return of the faulty item and send out a replacement item for you.
Q. I've received the wrong sugarpoke - what do I do next?
A. Please either call us on 01604 780111 or email us at folk@sugarpoke.com and we will advise you on the best course of action. Please ensure you report any problems promptly, within 7 days of receiving the delivery.
Privacy and Security
Q. Is your site secure?
A. Payment card details are encrypted using 128 bit encrypted SSL (‘Secure Sockets Layer’) for maximum security. All credit card transactions are handled through the UPG (Universal Payment Gateway) facility provided by Secure Hosting Ltd, a specialist online payment processor. The UPG employs the latest industry standard encryption technology to keep our customers personal information safe. The UPG guards and transacts payment onto our acquiring bank, Lloyds Cardnet, using advanced verification and anti-fraud technology.
Q. What information do you hold about me?
A. When you purchase something from us, you will have given us your name, email address, phone number, address and card details. If you have asked us to send a sugarpoke direct to a recipient you will also have given us their name and address. This information is only used in order for us to deliver the products and to contact you if there is a need.
We keep a history of the orders you have placed with us so you can see your past purchases.
Q. What are ‘cookies’?
A. ‘Cookies’ are alphanumeric identifiers that are transferred to your computer's hard drive through your Web browser. This means that we can recognise and greet you when you revisit our site and allows you to store items in your Shopping Basket between visits.
|
