Shipping & Delivery
Currently we only provide a click and collect service. All orders are processed within one day and ready for collection once you have received confirmation of payment received (most orders ready to collect within 24 hours).

How do I know if my order has been dispatched?
You will receive a dispatch confirmation email once your order has been shipped. This email will also contain your tracking information.

Can I change my shipping address?

For orders placed online we do provide the option to ship to an address different to the billing address. However, for security reasons, this service is discretionary. We reserve the right to only ship to the billing address, or to verify details with our customers before shipping to a different address.

If you have made a mistake with your shipping details, please contact our Customer Services team immediately via telephone (01436 647 522) or email (hello@sugarboat.co.uk) and we will try to amend them. Orders placed over the telephone must be shipped to the billing address.

Please note, if an order has been completed, we are unable to amend the shipping address.

Do you ship to PO Box addresses?
No.

What if I’m not home when it’s delivered?

Should you be unavailable to sign for the parcel you can select from several options including, collection from the courier, leave in a safe place & deliver with a neighbour.


Returns

What is your online returns policy?
If you are not fully happy with the goods you have received, you can return them to us within 30 days of receipt, providing they are in original resalable condition. You are liable for all return shipping costs and must accept full responsibility in return the goods to us.

Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging. We are not able to refund or exchange items that are not in original condition.

  • Please ensure you enclose a completed returns form with your order
  • Ensure your return is well packaged and meets all the conditions outlined at the bottom of this page.
  • Packages returned to us can take up to 5 working days to arrive back to us. Please be patient or if you require your exchange/refund in a hurry, consider sending via an express delivery service
  • Enclose the completed Returns form with your goods, and return to the following address:

Sugar Boat
30 Colquhoun Square
Helensburgh
G84 8AQ

Returns Terms and Guidelines

  • All returned items must be complete with original tags and/or packaging if applicable
  • We are not responsible for the return shipping costs of the item
  • All Items must be in original, resalable condition
  • Please make sure all returned items are well packaged, so as not to be damaged in the post
  • Please make sure all return packages are sent with a trackable, insured service
  • We cannot take responsibility for items damaged or lost in the return transit
  • Please make sure that the returns form is enclosed with your goods – no form may result in your return not being processed.
  • Please refer to our Terms and Conditions for further information on returns.

How long will it be before I get a refund?
We aim to process returns within 7-10 working days of receiving them. As long as the returned items meet our refund criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer.


Payments

We currently only ship to UK destinations, therefore all items displayed on the website are shown in the currency of Great British Pounds (£).  Payment methods via our website are secure and our full website including the checkout page is secure with SSL encryption. Once you have placed your order we will charge you immediately and start the shipping process.

What payment methods do you accept?
You can use any of the cards listed below to pay for your order:

  • MasterCard
  • Visa
  • American Express


Your Order

Order Status
There are multiple statuses for your order depending which stage it is at. Below is a list of the statuses you will see when checking your order’s progress.

  • Processing – We have received payment for your order and it has been created
  • Order Received – Your order is waiting to be processed by our dispatch team
  • Pick – Your order is being worked on by the dispatch team. Please note, your order cannot be amended at this stage
  • Complete – Your order has been completed and will arrive with you in the specified time frame. Please note, your order cannot be amended at this stage
  • Closed – Your order has been refunded
  • On Hold – There may be an issue with your order. Our Customer Service Team will contact you within 24 hours to notify you of any issues.
  • Pending – Your order is waiting to be processed. Our Customer Service Team will contact you within 24 hours should there be any issues.

Where is my order?
If your order has not arrived when you were expecting it then please check the following:

  • Check you have received a dispatch confirmation email from us
  • Check the tracking link via your dispatch confirmation email to view the most up to date information on the whereabouts of your parcel
  • Sign in and check your account on our website. Is your delivery address correct? Are your contact details up to date?
  • Check for text messages, emails and attempted delivery cards from one of our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery
  • Check no one else residing at your address has taken receipt of your parcel
  • If you still can’t locate your parcel, then please contact our Customer Services team with your order number to hand. We will endeavour to find your parcel straight away.

All of our shipments are insured to the necessary value, so should it not be found we will arrange a replacement or refund for you.

Can I change or cancel my order?
Yes, you can cancel an order and you will need to cancel the order in your account within one hour of your initial order time. Once an order is cancelled, we cannot undo this. You will need to replace the order yourself.

Please remember, this self-cancellation is only available for the first hour of your order being created, after this 1-hour window, we cannot cancel orders.

If the ‘CANCEL ORDER’ button is not showing at the bottom of the order summary, the order is locked for processing and can no longer be cancelled.

If you have already received your goods then you may return them in accordance with our Returns Policy.

There is a problem with the order I received
If there is an issue with your order when you receive it please contact us as soon as possible via hello@sugarboat.co.uk  We will do our best to resolve this issue as quickly as we can.

Products

Will you be getting more stock?
We do our best to re-stock popular items however, due to the limited edition, handmade and made-to-order nature of some of the products we stock, this is not always possible. We do not currently have the facility to let you know if or when an item is due back in stock.


COVID-19

Can I still shop online?
Our website is fully operational, and we continue delivering to our customers globally.

What are you doing to ensure safety?
We are adhering to all appropriate health and hygiene standards in line with local authorities and guidance from the World Health Organisation. We are maintaining the highest standards of hygiene and ensuring our people only report for work if they are fit and healthy. Plus, encouraging where possible working from home.

Is it safe to receive orders?
We have been working closely with our courier partners to keep up to date with extra precautions that have been introduced, including vehicles being disinfected and drivers washing hands and using hand-sanitiser regularly. They are all rigorously following Government advice and communicating health-and-safety guidelines with their employees.

Can I reduce contact with the driver?
Yes, drivers have been advised to reduce contact with customers by placing packages at the customer’s doorstep and stepping back. If an ID check is required, these are now performed at a distance.


Terms & Conditions of Use

This page states the Terms and Conditions under which you use www.sugarboat.co.uk  Please note that any use of this website means that you agree to the following Terms and Conditions

The Website Owner, including subsidiaries and affiliates (“Website” or “Website Owner” or “we” or “us” or “our”) provides the information contained on this website or any of the pages comprising the website (“website”) to visitors (“visitors”) (cumulatively referred to as “you” or “your” hereinafter) subject to the terms and conditions set out in these website terms and conditions, the privacy policy and any other relevant terms and conditions, policies and notices which may be applicable to a specific section or module of this website.

In particular, we wish to draw your attention to our policies relating to the terms of purchase within the Terms & Conditions and our Privacy Policy. If you are under 18 you must let your parent or guardian know about Sugar Boat’s Privacy Policy and Terms & Conditions before you register to use this Site or any of this Site’s services. We reserve the right to only accept orders from those over 18.

General
All agreements of your offer to purchase goods are entirely subject to their availability. Our acknowledgement of order acceptance via e-mail or web is not a guarantee of delivery. In the event the items you have ordered are not available, you will be contacted, and alternative or a full refund offered. If we are only able to fulfil part of your order, payment will be taken for your whole order, then on dispatch a full refund for the unavailable goods will be made.

Payments can be made using any of the methods listed in the below payments section. The total amount will be debited from your account when we have accepted your offer to purchase goods from us.

Your Agreement With www.sugarboat.co.uk
These Terms and Conditions along with our Invoice and Privacy Policy Constitute the agreement between you and us relating to the provision of goods you have offered to purchase. These conditions supersede all other proposals both aural and written.

Upon ordering we are not making a legal offer to provide the goods ordered. We are inviting you to make a legal offer to us for you to purchase the goods. It is entirely at our discretion to reject or accept your offer of purchase.

This agreement is only confirmed when we have accepted your offer to purchase the goods and have sent you an invoice or dispatch receipt that includes the date of the agreement being accepted which will be the date shown on said invoice or receipt.

Payment Information

We currently accept the following form of payment:

  • Mastercard
  • Visa (Debit and Credit)
  • American Express

Payment can be made using only the methods above and payment for your full order offer will be taken immediately. The total amount you pay is the same regardless of the payment method. All payments are secure and are handled by Stripe.

Delivery

We aim to deliver all orders as quickly as possible. Delivery times stated on the website are in no way a guarantee and are based on approximations. This is due to third party factors, that may cause delays.

Our Return Policy
Our web store returns policy means that if you are not fully happy with the goods you have received, you can return them to us within 14 days of receipt, providing they are in original resalable condition. Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging. We are not able to refund or exchange items that are not in original condition. This does not affect and is in addition to your statutory rights as a consumer. Please enclose the completed Returns form with your goods, as no form may result in taking longer to process the return. Please make sure all returned items are well packaged, as not to be damaged in the post. Please make sure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in the return transit. Please note – the above information relates only to returns on good purchased through the Sugar Boat website, not at any of our physical retail stores. Please see in-store for such information.

Information on The Website
Whilst every effort is made to update the information contained on this website, neither the Website Owner nor any third party or data or content provider make any representations or warranties, whether express, implied in law or residual, as to the sequence, accuracy, completeness or reliability of information, opinions, any share price information, research information, data and/or content contained on the website (including but not limited to any information which may be provided by any third party or data or content providers) (“information”) and shall not be bound in any manner by any information contained on the website. the Website Owner reserves the right at any time to change or discontinue without notice, any aspect or feature of this website. No information shall be construed as advice and information is offered for information purposes only and is not intended for trading purposes. You and your company rely on the information contained on this website at your own risk. If you find an error or omission at this site, please let us know.

Trademarks
The trade marks, names, logos and service marks (collectively “trade marks”) displayed on this website are registered and unregistered trade marks of the Website Owner. Nothing contained on this website should be construed as granting any licence or right to use any trade mark without the prior written permission of the Website Owner.

External Links
External links may be provided for your convenience, but they are beyond the control of the Website Owner and no representation is made as to their content. Use or reliance on any external links and the content thereon provided is at your own risk. When visiting external links you must refer to that external websites terms and conditions of use. No hypertext links shall be created from any website controlled by you or otherwise to this website without the express prior written permission of the Website Owner. Please contact us if you would like to link to this website or would like to request a link to your website.

Public Forums and user Submissions

The Website Owner is not responsible for any material submitted to the public areas by you (which include bulletin boards, hosted pages, chat rooms, or any other public area found on the website. Any material (whether submitted by you or any other user) is not endorsed, reviewed or approved by the Website Owner. The Website Owner reserves the right to remove any material submitted or posted by you in the public areas, without notice to you, if it becomes aware and determines, in its sole and absolute discretion that you are or there is the likelihood that you may, including but not limited to:

  • defame, abuse, harass, stalk, threaten or otherwise violate the rights of other users or any third parties;
  • publish, post, distribute or disseminate any defamatory, obscene, indecent or unlawful material or information;
  • post or upload files that contain viruses, corrupted files or any other similar software or programmes that may damage the operation of the Website Owner’s and/or a third party’s computer system and/or network;
  • violate any copyright, trade mark, other applicable Great Britain or international laws or intellectual property rights of the Website Owner or any other third party;
  • submit contents containing marketing or promotional material which is intended to solicit business

You further agree not to use the website to send or post any message or material that is unlawful, harassing, defamatory, abusive, indecent, threatening, harmful, vulgar, obscene, sexually orientated, racially offensive, profane, pornographic or violates any applicable law and you hereby indemnify the Website Owner against any loss, liability, damage or expense of whatever nature which the Website Owner or any third party may suffer which is caused by or attributable to, whether directly or indirectly, your use of the website to send or post any such message or material.

Warranties
The Website Owner makes no warranties, representations, statements or guarantees (whether express, implied in law or residual) regarding the website, the information contained on the website, your or your company’s personal information or material and information transmitted over our system.

Disclaimer of Liability
The Website Owner shall not be responsible for and disclaims all liability for any loss, liability, damage (whether direct, indirect or consequential), personal injury or expense of any nature whatsoever which may be suffered by you or any third party (including your company), as a result of or which may be attributable, directly or indirectly, to your access and use of the website, any information contained on the website, your or your company’s personal information or material and information transmitted over our system. In particular, neither the Website Owner nor any third party or data or content provider shall be liable in any way to you or to any other person, firm or corporation whatsoever for any loss, liability, damage (whether direct or consequential), personal injury or expense of any nature whatsoever arising from any delays, inaccuracies, errors in, or omission of any share price information or the transmission thereof, or for any actions taken in reliance thereon or occasioned thereby or by reason of non-performance or interruption, or termination thereof.

Use of the Website
The Website Owner does not make any warranty or representation that information on the website is appropriate for use in any jurisdiction (other than Great Britain). By accessing the website, you warrant and represent to the Website Owner that you are legally entitled to do so and to make use of information made available via the website.

Entire Agreement
These website terms and conditions constitute the sole record of the agreement between you and the Website Owner in relation to your use of the website. Neither you nor the Website Owner shall be bound by any express tacit or implied representation, warranty, promise or the like not recorded herein. Unless otherwise specifically stated these website terms and conditions supersede and replace all prior commitments, undertakings or representations, whether written or oral, between you and the Website Owner in respect of your use of the website.

Alteration
The Website Owner may at any time modify any relevant terms and conditions, policies or notices. You acknowledge that by visiting the website from time to time, you shall become bound to the current version of the relevant terms and conditions (the “current version”) and, unless stated in the current version, all previous versions shall be superseded by the current version. You shall be responsible for reviewing the then current version each time you visit the website.

Conflict
Where any conflict or contradiction appears between the provisions of these website terms and conditions and any other relevant terms and conditions, policies or notices, the other relevant terms and conditions, policies or notices which relate specifically to a particular section or module of the website shall prevail in respect of your use of the relevant section or module of the website.

Waiver
No indulgence or extension of time which either you or the Website Owner may grant to the other will constitute a waiver of or, whether by estoppel or otherwise, limit any of the existing or future rights of the grantor in terms hereof, save in the event or to the extent that the grantor has signed a written document expressly waiving or limiting such rights.

Cession
The Website Owner shall be entitled to cede, assign and delegate all or any of its rights and obligations in terms of any relevant terms and conditions, policies and notices to any third party.

Severability
All provisions of any relevant terms and conditions, policies and notices are, notwithstanding the manner in which they have been grouped together or linked grammatically, severable from each other. Any provision of any relevant terms and conditions, policies and notices, which is or becomes unenforceable in any jurisdiction, whether due to voidness, invalidity, illegality, unlawfulness or for any reason whatever, shall, in such jurisdiction only and only to the extent that it is so unenforceable, be treated as pro non scripto and the remaining provisions of any relevant terms and conditions, policies and notices shall remain in full force and effect.

Applicable Laws
Any relevant terms and conditions, policies and notices shall be governed by and construed in accordance with the laws of Great Britain without giving effect to any principles of conflict of law. You hereby consent to the exclusive jurisdiction of the High Court of Great Britain in respect of any disputes arising in connection with the website, or any relevant terms and conditions, policies and notices or any matter related to or in connection therewith.

Comments or Questions
If you have any questions, comments or concerns arising from the website, the privacy policy or any other relevant terms and conditions, policies and notices or the way in which we are handling your personal information please contact us.

Tel: 01436 647 522