Terms & Conditions Updated 21/11/2020
These terms and conditions are applicable to all postal orders. Please read carefully.
Ordering:
Once you have placed your order it will be reviewed and queued ready for making and dispatch. Everything is made freshly for you and I do not hold items in stock. For that reason there is a turnaround time. Our Christmas turn around time is longer than average at 14 working days. Working days do NOT include Saturdays and Sundays. To give an example if your order is placed on November 22nd it will arrive by 11th of December. I am working really hard on my own and will endeavour to get all orders out in the given timescale but there may be some delays. All items WILL arrive by Christmas. Don’t panic!
When your order is dispatched you will receive an email. These can sometimes turn up in SPAM folders.
Product Images:
I take the images of our products and do not apply any editing or colour saturation. The images are an example and as they are handmade products every single item is not going to look exactly the same. Please bare in mind there may be some differences. From time to time if my usual suppliers are out of stock I may need to use an alternative topping or decoration.
Delivery:
I cannot offer a guaranteed next day service at this time, so please consider this when placing your order. If you are placing a larger order I really would suggest going with DPD. It is a fully tracked service.
When checking out you can choose from
Royal Mail : £3.90
DPD : £5
All shipping services are experiencing unprecedented demand at the moment so please be patient. Parcels from Royal Mail can take up to 7 days but are usually faster.
Lost parcels:
Although it is rare, parcels do occasionally get lost. Although it is rare I appreciate it is frustrating.
I can provide with evidence of tracking reference number, plus a copy of invoice should you have the need to raise a lost parcel claim with Royal Mail. Please send an email requesting the tracking details along with your order number to lilsparlour@gmail.com
There is an online form which can be accessed by clicking on the link below. Royal Mail will not class a parcel as missing until 10 working days after it was dispatched. Shipping claims are the responsibility of the customer. It’s much quicker when you do it yourself and cuts out the middle man!
It can take up to 30 days to hear back from Royal Mail. We do suggest that you check with your local sorting office first to ensure they have not put a card through your door. Check buildings, sheds, etc, and also with neighbours. If Royal Mail agree your parcel is indeed lost they will send you a refund. Please be aware refunds do not come from me.
If we have a parcel returned to me, due to non collection, I will happily re-post this back to you but you will be required to pay the shipping cost again. If the contents of the box are no longer “in date” once it is returned I am afraid a refund cannot be offered.
Returns:
Edible, perishable goods can NOT be returned once opened.
Please email lilsparlour@gmail.com to discuss any issues. Goods will be required to be returned at the cost of the buyer and a refund will be issued once the goods are back at the studio.
Items from the “lovely gift shop” can be returned in the condition they were received at the cost of the buyer. Once they are returned they will be inspected and if they can be resold a refund will be issued. Items returned with the packaging opened, ripped, stained or tainted with cigarette or pet smells will not be refunded.
Damaged Items In Transit.
Occasionally items do get damaged in transit. From my side I package all items well in double walled boxes packaged with eco packing chips, acid free tissue and each item is individually wrapped.
By paying for your order, you are agreeing to our Terms and Conditions, and agree that any damage caused during transit cannot be claimed back from us, your items are handmade to order for you and cannot be resold.
You can claim for a damaged parcel here from Royal Mail
You can claim for a damaged parcel here from DPD.
A fragile sticker is added to each order and we do everything we can to make sure items arrive in the best condition possible.