DAMAGED CAKE TOPPERS
Very occasionally a topper will be damaged in transit. This doesn't happen often - the ratio is about 1 in 5,000
If this happens to your order please email immediately to firstname.lastname@example.org
We will ask you to photograph the damaged topper if possible and to email us the photographs. This can save a lot of time as we may not then need you to return the item before issuing a replacement or a refund. If your order does need to be returned we will give you instructions by phone or email. The return address is on the bottom of your delivery box.
If you are unhappy with your order in any way you must notify us by email at email@example.com within 7 days of receipt.
You must then ensure the return reaches the workshop no later than 7 days (5 working days) after the above notification.
All returns are at your own expense and remain your responsibility until received back at the workshop. You must ensure that the cake topper is repacked exactly as you received it to prevent damage in transit. Upon receipt all cake toppers will be tested for signs of use and examined for damage. Any cake toppers that have been badly repacked by the customer and damaged in transit or deemed to have been used by the customer will not be eligible for a refund and will be returned to you by second class postage.
You would be advised to obtain a free certificate of posting for the parcel or send it recorded delivery when you return it as the item is your responsibility until it has arrived back at the workshop.
If a cake topper has been damaged in transit or you have been sent the incorrect order then 2nd class return will be covered by us. You will receive the cost of 2nd class postage along with your refund after the cake topper has been received back at the workshop.
The return address is:
The Cake Topper Shop, 47 Church Street, Chadsmoor, Cannock, Staffs. WS11 6DN
CAKE TOPPERS LOST BY ROYAL MAIL
Cake toppers that do not arrive are often found to be languishing in your local Royal Mail sorting office.
Unfortunately royal mail no longer have to put a "while you were out" card through your door if you are not home at the time of delivery. They can now also legally leave a parcel with one of your neighbours if you are not at home unless you have contacted royal mail to opt out of this system. So, if your topper hasn't arrived please first check with your neighbours and also with your local sorting office before contacting us.
Please don't forget to take identification with you to the royal mail sorting office.
If they do not have your parcel and it still hasn't turned up then the following terms and conditions apply as Royal Mail do not consider an item lost until 15 working days have passed (3 calendar weeks).
1. We will make you an emergency replacement if you want one and will do all we can to get it to you before your celebration. However, you will have to go through the checkout and purchase another one first. If you require an express delivery service, then an additional fee will be payable by you. At the current time the additional fee for Mainland UK only is £4.00
2. We will issue you a refund either once the missing parcel has been located and returned to us OR after 21 days (or 15 working days) have lapsed. Your refund will be done after this time but before 30 days have lapsed in accordance with the Distance Selling Regulations.