| PLEASE TAKE THE TIME TO READ OUR SHIPPING POLICY ( especially sections 4 & 5)...
1) UK MAINLAND SHIPPING PRICES...
Order up to £75 worth of goodies and pay just £4.95 for delivery to any UK mainland address. Order over £75 worth of goodies and UK mainland delivery is totally FREE!
For further information and details of any delivery across water, please read from section 4) onwards.
2) Ordering on the Internet
Browse each section of our site and click to add the desired items to your shopping basket, then when you're finished click "Checkout" and follow the step by step screens entering as much information as possible to pay and request delivery. Most major credit/debit cards accepted (not American Express). If you are new to this, or need any help, please click "Help" on the top navigation bar.
3) Other Ways to Order
Please ring our friendly operators (24 hour answerphone) or email or post us a list of the items you would like, together with your full delivery/payment details and we will process your transaction manually.
4) UK Mainland Delivery
All orders placed via the internet or phone will usually be delivered within 2 to 4 working days via Royal Mail or signed for courier service depending on the size and weight of your parcel (please add an extra 2 days for bank holiday orders).
5) Signature Required or Leave Safe Instruction
Please ensure that someone is at the "Delivery Address" to sign for your parcel during working hours, Monday to Friday if it weighs more than 1kg, OR give "Special Instructions" when ordering for the parcel to be left in a SAFE place. We will happily deliver to a friend or work address, as long as it's specified as your chosen delivery address when ordering. ANY PARCELS LEFT WITHOUT A SIGNATURE ARE AT YOUR OWN RISK AND ARE NO LONGER OUR RESPONSIBILITY UNDER ANY CIRCUMSTANCES. If your goods can't be signed for, the courier will post a card with a local number for you to call and re-arrange delivery/collection. Alternatively, please call us if delivery is un-successful, otherwise the parcel will automatically be sent back to us and there will be additional charges made to you.
6) UK Over Water & BFPO & Southern Ireland/Eire Delivery Costs (also read point 7)
A standard rate of £4.95 will be charged for BFPO addresses and UK deliveries "Over Water" including postcodes: HS, IM, KA 27-28, KW 15-17, PA20, PA 41-49, PA 62-76, PH 42-44, PO 30+, ZE 1-3) Royal Mail will deliver within an expected time of around 3-5 working days (not guaranteed). Please Note: Delivery is NOT free if over £50 spent.
Customers in the Scottish Isles, Isle of Man, Isle of Wight, Channel Isles, Northern Ireland (BT postcodes) and Shetland Isles will pay a standard delivery rate of £8.95 which is expected to take 3-5 days via Royal Mail International Economy (not guaranteed). Please Note: Delivery is NOT free if over £75 spent.
Customers in Southern Ireland and Republic of Ireland will pay a standard delivery charge of £15.95 which can take roughly 10-15 days via Royal Mail International Economy (not guaranteed). Please Note: Delivery is NOT free if over £50 spent.
7) VERY IMPORTANT NOTE:
When ordering goods valued at over £75 our system automatically removes the shipping charge. For ANY ORDER to be delivered over water (as detailed above) the relevant shipping charge WILL still apply and an operator will be in touch to take manual payment before despatching your order.
8) All International Deliveries
We are able to deliver anywhere in the world at an additional premium... If you require delivery to a country/region not mentioned in our drop down menu, or you are unsure, please call us or email your exact requirements to receive an accurate shipping quote. We will then process your order and payment manually.
9) Claims for loss, theft or damage
Claims arising from loss or damage to goods in transit must be notified to us within 3 days of receipt, and 14 days of date of invoice in the case of loss. Claims made outside the stated time limits will not normally be entertained by the Company.
In the unfortunate and rare situation of goods getting lost that leave our responsibility via our Couriers or Royal Mail, any goods re-sent or refunded will be assessed in each circumstance and at the discretion of the management. We do not automatically accept responsibility.
10) Out of Stock Items
In the unusual event that an item you have ordered is out of stock your order will be despatched without this item and you will be notified by email/phone of the reason and options. You can then decide if you would like to wait, order an alternative, or remove the item from your order for a refund of that amount. It is sometimes possible to send a replacement, which is done so at our discretion and can be disputed if not satisfied.
11) Payment
Security is of optimum importance, therefore when paying you will be connected directly to the HSBC Bank secure payment site. Funds are transferred directly from your bank account to ours without any human intervention. HSBC has very strict security procedures to protect you from fraud. During the process you may be asked for your PIN number via a pop up box (a bit like in the supermarkets) to ensure you are the owner of your card. If this box does not appear, check that you haven't got your PC pop ups disabled.
IMPORTANT:
If it the first time you have used your card online your issuing bank may ask you to "register" as the holder in the 3D Secure Authentication screen. Please ensure there is a little padlock symbol in the bottom toolbar before entering any bank details. If you have any questions or concerns, please contact your issuing Card Company as it is them (not us) that would like you to register to offer you more protection. Alternatively you can opt to register later and call us with your payment details.
Please ensure that in the invoicing details section, your address, postcode and name are exactly the same as those your issuing bank has for you, if not your payment will fail. If you experience any difficulty, or are in any doubt, please do not hesitate to contact us and we will gladly process your payment manually.
Payments made via the phone (credit or debit card) will be processed via HSBC's secure site manually by a Sugar Free Superstore Operator and funds will move directly from your account to ours and any written matter immediately destroyed.
Cheques and postal orders received via the post will be banked immediately to speed up the delivery process (please clearly write your address and guarantee card details on the back). Only when cheques have cleared (usually within 5 working days) will we send out your order.
12) Returns Policy
We endeavour to provide accurate product descriptions and nutritional data, best quality products, rapid response to enquiries and safe transit methods. Even with these quality assurance measures in place, there may be an occasion to return an item. Under the Consumer Protection Regulations Act (2000), you are at liberty to return any item that does not serve the purpose for which you purchased it. We will be happy to credit your account the full amount, as long as the item is still deemed of saleable quality by Sugar Free Superstore. Delivery charges will not be refunded unless in extreme circumstances, and then at the discretion of the management. This does not affect your statutory rights.
13) Complaints Procedure
If you are happy then tell your friends, if on the rare occassion you are not, then please "tell us", by phone, email, fax or post giving full details and we will be in contact within 48 hours to ensure that a satisfactory outcome is achieved.
14) Privacy Guaranteed
All information provided is held in the strictest possible confidence, and under no circumstances disclosed to any third party.
15) Resources
We are continuosly striving to bring you helpful and informative online information. We hope you find our "Resources" page full of useful websites. If you would like us to include any other websites that you have found, please email us with details. Please remember, we do not accept responsibility for the information and accuracy of the information contained within sites linked to us.
If you would like a link with our website, please email us with the relevant information and we will do our best to oblige.
16) Disclaimer
No statement or graphic representation on this site is intended to diagnose, cure or treat any illness or disease. In no circumstances shall Sugar Free Superstore Ltd be liable for any special, indirect or consequential damages in connection with the information contained within these pages. In our opinion, we have done everything possible to ensure all information provided is true to the best of our knowledge, however they could contain technical inaccuracies or typographical errors and we reserve the right to make changes and improvements to any information at any time and without notice. All information contained in these World Wide Web pages is believed to be correct at the time of going On-line. We cannot be held responsible for any inconveniences caused by subsequent changes.
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