SHIPPING & RETURNS POLICY
All items from Debbie Lock Sugar Floral Design are carefully handcrafted and packaged with the utmost care to ensure they arrive safely and beautifully presented.
Shipping
At present, shipping is available to UK addresses only.
All orders are sent using a fully tracked postal service to protect both the customer and Debbie Lock Sugar Floral Design. Tracking details will be provided once your order has been dispatched.
Please ensure that the delivery address provided at checkout is correct, as Debbie Lock Sugar Floral Design cannot be held responsible for parcels sent to incorrect addresses supplied by the customer.
Delivery times are estimates only and cannot be guaranteed once parcels are in the hands of the postal courier.
Orders may require a processing time before dispatch, especially for custom work. Bespoke orders need a minimum of two weeks notice.
Once proof of delivery is shown via tracking, responsibility passes to the customer.
Handmade Nature of Products
All sugar flowers are individually handmade. Due to their handcrafted nature, no two flowers will ever be exactly identical and slight variations should be expected.
Flower sizes are approximate and may vary slightly from those stated.
Colours may also appear differently depending on individual computer screens and devices. Exact colour matches cannot be guaranteed.
Damaged Items
Every effort is made to package items securely for transit. However, due to the delicate nature of sugar flowers, damage can occasionally occur during shipping.
If your order arrives damaged, photographic evidence of both the damaged items and packaging must be emailed within 12 hours of delivery.
Where possible, Debbie Lock Sugar Floral Design will endeavour to provide replacement items. If replacements are unavailable, a full refund will be issued.
Returns & Refunds
Due to the personalised nature of bespoke and custom-made orders, these items are non-refundable and cannot be returned.
Premade, non-custom items may be returned provided Debbie Lock Sugar Floral Design is contacted within 24 hours of receipt of the parcel to arrange the return.
Customers are responsible for all return postage costs. Original shipping costs are non-refundable.
Returned items must be sent back in the same condition in which they were received. Refunds cannot be issued for items returned damaged or altered.
Other Information
Sugar flowers are decorative items and may contain non-edible components such as wires, tape or supports. Customers are responsible for checking allergy information if applicable.
Storage
Sugar flowers should be stored in a dry, cool room, away from direct sunlight and humidity. Sugar flowers must not be refrigerated.