Ordering Information

Ordering                                   Pricing

Payment Options                     Out of stock items

Shipping                                  Online security & privacy

Returns

 

1. Ordering

1.1 Placing an order

  1. Browse our wide range of products by clicking on the category links on the left hand side of the page or using the search function in the top right corner.
  2. When you find something you wish to purchase, click the "Add To Cart" button.
  3. To review the items that you have added to your shopping cart, click the "Cart" tab on the top.
  4. Once you are satisfied, click the "Check Out' button.
  5. If you are a returning customer, enter your login/password and your shipping details will automatically be populated
  6. If you are a new customer, you have the option to either create an account or proceed to check out without creating an account
  7. Once completed, you will be shown your order summary with payment instructions and a copy of your order details will be emailed to you
  8. Your order will be processed as soon as payment remitted and cleared

 

2. Payment options

Payment is made at the time of checkout, not dispatch. Orders will not be accepted and processed until full payment is made and confirmed by SugarTime. Orders may be cancelled at any time at our discretion until full payment is received. If there are any problems we will phone you within 3 days of receiving the order.

Payment Options:

            Visa - via our secure gateway Eway

            Mastercard - via our secure gateway Eway

            Phone - Call us within the hours of  Monday – Friday 9-4pm to make 
            credit card payments over the phone.


            Your order will only be processed once payment has been recieved by phone.

            Please Note: by selecting this option your order information will only be held for 3 days.

            SugarTime will not hold stock or process your order until the payment is made.

 

3. Shipping

3.1 Shipping methods

We understand that quick delivery is of major importance; all orders are posted one business day after payment clears.

All orders are posted via Australia Post and delivery times will depend on shipping where you reside.

SugarTime takes every precaution to package the items securely to reduce the risk of damage or breakage but will not take responsibility for packages lost or damaged in transit. Many items are fragile and postal insurance is recommended and available on request. If you require extra cover/insurance, please email us at sales@sugartime.com.au.

 

3.2 Shipping Rates & Charges

Our products are shipped via Australia Post. Postage costs will be charged at the published rates provided below on the credit card you provided when placing your order. By placing your order, (entering credit card details, clicking the continue button etc.) you agree to pay the shipping costs.

We make every effort to keep these costs to a minimum.

Australia

Freight for orders under 3kg cubic weight

 Flat rate of $9.99 all States & Territories excluding WA, QLD & NT.

Australia

Freight for orders over 3kg cubic weight


 
You will be charged the flat rate of $9.99 for all States & Territories excluding WA & NT, we will then contact with any additional freight charges. If you are in WA or NT  you will pay the flat $9.99 you will then be contacted by email to inform you of any additional freight.

 United Kingdom

 
Flat International Shipping Rate (AUD $32.00) under 500g, you will be notified of any additional freight charges by email before being charged.

SugarTime is not responsible for Import tariffs, duties or charges. By purchasing from our website you accept responsibility for any additional costs charged.


 United States
 
Flat International Shipping Rate (AUD $27.00) under 500g, you will be notified of any additional freight charges by email before being charged.

SugarTime is not responsible for Import tariffs, duties or charges. By purchasing from our website you accept responsibility for any additional costs charged.

 

By purchasing from the website you are accepting that orders calculated at over 3kg cubic weight (Australian Orders) or 500g (international orders) coud have additional charges for freight and you agree to paying the additional freight charges. We will contact you before sending, to inform you of the additional cost. Any additional cost will be calculated by obtaining a freight quote from Australia Post.

If there is a problem with your order - Out of stock, over 3kg cubic weight etc you will be contacted by phone or email to confirm further action.

Express Post can be arranged for your Australia wide orders please contact us at the time of ordering or place "please express post" in the comments section. We will then calculate the additional charge and inform you of the additional cost.

 

3.3 Pickup of items

Although you can purchase items on our online retail website, we are also happy for customers to pick up their orders and also see our extensive range of products in our showroom. If you select pickup in store and pay by phone, you will need to call us and pay before coming in store to collect your goods, stock will not be held until payment has been made. Our showroom hours of operation are Monday to Friday: 8:30am - 5.00pm, Saturday 9.00am to 1.00pm. Our showroom address is 112 Pacific Hwy Tuggerah NSW 2259.

 

3.4 When to expect your order

As a guideline from Australia Post, the approximate postal delivery time is between 3-7 business days (longer if outside of the metropolitan area, NT & WA).

 

4. Returns

4.1 Return Policy

All returns will be considered on a case-by-case basis. We do whatever we can to make sure that all products are in good condition before we ship them out to you.


Change of Mind

  •  Nil Refund/exchange  

Faulty & Incorrect Items

  •     We are happy to offer full refund, credit or exchange on faulty
        products (excluding postage costs).
  •     If you believe your item to be faulty or incorrect, please contact us within 7
       days of receiving your order. We unfortunately cannot offer refunds or returns
        after this time.
  •     No goods are to be sent back to us without contacting us first.
  •     If you believe your item is faulty or incorrect please fill in our returns form and we will contact you by
        email or phone. Please give as much detail as possible.

Cancellations

  •     Prior to dispatch will we consider refunds on a case by case basis.
  •     After dispatch, the order is deemed to be finalised, and no refunds can be given.


 

4.2 Return Instructions

For returns please fill in our returns form.  Products must be returned to us unused and unopened within 7 days if your return request is accepted. Upon receipt and acceptance of your return, SugarTime will exchange/refund your purchase price (not including shipping and handling cost).
 

5. Pricing

Prices are subject to change without notice; all pricing is in Australian dollars including GST. SugarTime does not price match any online competitor. This is because we are unable to verify the availability and comparability of products and the standards of service and support that are offered.


SugarTime will not be liable for any indirect, special and/or consequential damages or loss of profits whatsoever which result from any use or access of our website / online store. We may, from time to time, change or add to this Web Site (including our Terms and Conditions) or the information, products and services without notice. We are not liable to you or anyone else if errors occur in the information on this Web Site or if that information is not up-to-date.

 

6. Out of stock products

We do our best to maintain our inventory and show items that are out-of-stock on our website. However there are times where there may be fewer items in stock than what you may have ordered. In the event when an item you have purchased and paid for is unavailable, in a case by case basis, we will:

  • offer a credit voucher to be used when you shop with us the next time to reimburse what is owing
  • or offer a refund for what is owing
  • or you can choose an alternative product(s) from our website of the same value.

We will email you to notify the status of your order within 2 working days if stock is not available.

We understand that this may be of an inconvenience to you and we do apologise beforehand should this situation arise. If you have any queries regarding our stock, please email us at sales@sugartime.com.au. Any colours, photos or illustrations shown on the web site are for illustrative purposes only and may vary for certain colours or styles of products. Customers may confirm the availability of products, colours or styles by contacting us sales@sugartime.com.au.

 

7. Online Security & Privacy

You can purchase your decorating supplies with the confidence you are using a secure payment site. We respect the privacy of all our customers and will keep all of your personal details secure and confidential. Any information that you submit is solely for the purpose of processing your order. Your details will not be sold, exchanged or disclosed unless required by law.

When purchasing from SugarTime your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.128-bit SSL encryption is the current industry standard. If you have any questions regarding our security policy, please contact our customer support admin@sugartime.com.au