The following Terms & Conditions apply to all orders placed with Sugar Story.​

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CUSTOM ORDERS

Quotes are valid for 2 days unless otherwise stated and are booked in on a first come, first paid basis.

​A 50% non-refundable deposit is required to secure your order date.

Full payment must be received 14 days prior to delivery date for the order to be fulfilled. The order will not commence until final payment has been made.

 

Cancellations must be received in writing. Cancellations are only permitted more than14 days prior to the delivery date. The deposit will be refunded minus a $50 cancellation fee. Any cancellations made within 14 days prior to the delivery date are non refundable and will therefore forfeit the entire deposit amount.

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The quoted price remains fixed once the deposit has been paid. However if changes are requested, which involve more time and details, Sugar Story reserves the right to amend the initial quote, and additional charges may apply.

 

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ALLERGENS

Our cookies contain Gluten, Wheat, Dairy, Egg.

Our products are made in a kitchen where nut and nut products are used and therefore cannot guarantee completely allergen-free cookies

 

We operate using equipment that may have come in contact with wheat, nuts and seeds. Unfortunately we are not able to cater to those with allergies. Sugar Story will not be held responsible for any allergies, it is the clients responsibility to inform their guests of these allergy risks

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DELIVERY DATE

We do our best to ensure your cookies arrive on the requested day, however the date can not be guaranteed as we rely on our couriers to fulfil the delivery in which there may be unforeseen postal delays which are out of our control. Sugar Story is not responsible for any delays or early arrivals. 

 

We recommend selecting a delivery date 3 days prior to the event in case of a delay.

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DELIVERY TIMES

Orders will take 1 - 3 business days to arrive to you depending on your location.

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DELIVERY ADDRESS / ADDRESS CHANGE

Please ensure your delivery address is correct as we take no responsibility for any incorrect delivery address given. Once your order has been dispatched, we are unable to change the delivery address. If a parcel is returned to Sugar Story, a re-delivery fee will be issued. Sugar Story takes no responsibility for lost/stolen or damaged cookies. 

 

If an order is delivered to a business, please ensure the business name is included in the delivery address. 

 

We do not ship to PO box addresses. 

 

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CREDITS AND REFUNDS

If there is an issue and you are not satisfied with your order, please email us within 24 hours of receiving your order at info.sugarstory@gmail.com with the order number and details of the issue.

 

We do not offer refunds for change of mind on custom orders. Please ensure you are certain before placing an order with us.

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DAMAGES

Sugar Story is not responsible for any lost/stolen or damaged cookies during transit. We ensure all orders are packed with care, in the unlikely event that the cookies are damaged during transit, we do not offer refunds.

 

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Sugar Story reserves the right to change our terms and conditions at any time.

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​Payment of the invoice is considered acceptance to the Terms & Conditions explained above by Sugar Story.

It is the responsibility of the client to read and completely understand these terms and conditions before placing
an order.