At Sugar Berry, we are committed to providing exceptional service and ensuring your shopping experience is as delightful as our baked goods. Whether you have questions about your order, need assistance with a product, or want to know more about us, our friendly customer care team is here to help every step of the way.

1. Ordering & Delivery

We strive to make ordering from Sugar Berry simple and enjoyable:

• Placing an Order: You can order directly through our website by browsing our range of delicious baked goods. Simply add your items to the basket and proceed to checkout.

• Delivery Information: We offer standard and express delivery options. All orders are carefully packaged to ensure your baked treats arrive fresh and in perfect condition. Please check our delivery page for details on delivery times and costs.

• Order Tracking: Once your order has been dispatched, we will send you a tracking number via email so you can track your delivery.

2. Returns & Refunds

We take great care in preparing and packaging your orders, but if you are not fully satisfied with your purchase, we’re here to assist:

• Returns: We accept returns within 14 days of delivery for non-perishable items, provided they are in their original condition and packaging. Unfortunately, we cannot accept returns for perishable goods unless the item arrives damaged or there is a quality issue. Please contact us within 24 hours of receiving a perishable order if there is a problem.

• Refunds: If your order arrives damaged, incorrect, or if you are returning a non-perishable item, we will offer a replacement or full refund. Please get in touch with our customer care team with your order number and details of the issue. For returns of non-perishable items, refunds will be processed once we receive the returned item in its original condition.

3. Product Information & Allergens

At Sugar Berry, we take food safety and quality very seriously:

• Ingredients: All of our products are made using high-quality ingredients, carefully selected to provide the best possible flavours.

• Allergen Information: We provide detailed ingredient lists and allergen information for all of our baked goods. If you have specific dietary requirements or allergies, please review this information before placing your order, or contact us if you have any questions.

4. Special Orders & Customisation

We understand that every occasion is unique, and we’re happy to offer custom orders for birthdays, weddings, and other special events:

• Custom Cakes & Orders: If you have a special request, such as a bespoke cake design, themed cupcakes, or dietary preferences (vegan, gluten-free, etc.), please contact us directly to discuss your requirements.

• Lead Time: For custom orders, we recommend placing your order at least 7-10 days in advance to ensure availability.

5. Contact Us

Our customer care team is always here to assist with any questions or concerns you may have:

• Email: You can reach us at support@sugarberrybakery.co.uk for queries about your order, product information, or general enquiries.

• Phone: Call us on +44 (0)1234 567890 from Monday to Friday, 9am - 5pm.

• Live Chat: For quick questions, our live chat service is available during business hours. Simply click on the chat icon at the bottom of the page to speak to one of our team members.

• Social Media: You can also connect with us on Instagram, Facebook, or Twitter for updates, promotions, and customer service support.

6. Customer Feedback

Your feedback helps us improve! We would love to hear your thoughts about your experience with Sugar Berry, whether it's regarding our products, service, or delivery. Please feel free to share your feedback through our website or by emailing us directly.