At Sugar Boo Cake Toppers, we strive to provide our customers with the best possible experience when purchasing our personalized cake toppers and ornaments. We understand that sometimes issues may arise, and we are here to help resolve them.
Returns: Unfortunately, we do not accept returns. However, if you have any problems with your order, please don't hesitate to contact us. We are committed to ensuring your satisfaction and will do our best to address any concerns you may have.
Exchanges: We do not offer exchanges for our products. If you have received an item that is damaged or defective, please reach out to us, and we will work with you to find a suitable solution.
Cancellations: Once an order has been placed, we are unable to cancel it. We begin processing orders promptly to ensure timely delivery, so please double-check your order before completing the purchase.
Refunds: Refunds will not be issued for standard sizing issues. Each item clearly states the size of our toppers and the option to request a larger or smaller size when ordering. It is important to review the sizing details and select the appropriate size for your needs.
Custom and Personalized Orders: We take pride in creating unique and personalized products for our customers. However, refunds will not be given if the order is not received prior to your event. We clearly state the production and shipping times in our shop policies and on each item's page. It is the customer's responsibility to ensure they have allowed enough time for their order to be delivered.
Office Hours: To maintain a healthy work-life balance, we have set specific office hours. We are available to respond to messages from Monday to Friday, 9am to 4pm. Any messages received outside of these hours will be addressed on the next business day. We appreciate your understanding and cooperation.
Design and Font Choice: Once an order has been shipped or received, refunds or exchanges will not be issued due to dislike of the design or font choice. We list all our cake toppers by font/style, and if you require a proof before dispatch, please add a note to the seller during checkout. If a design proof is not requested, one will not be sent.
Colour Choice: We understand that color preferences can vary. However, refunds will not be given if the customer is unhappy or dislikes the color of the item once it is delivered. We encourage customers to contact us before placing an order to ensure the color options are suitable for their needs.
Care Instructions: It is important to follow the care instructions provided to maintain the quality of our cake toppers. Please do not wash the cake toppers, as it can cause the colors to fade or wipe off, especially for mirror acrylic and metallic rose gold. The stem can be wiped clean with a damp cloth, but avoid using any chemicals. For timber cake toppers, they are intended for single-use only. If you wish to reuse them, please wrap the stem in glad wrap or foil before inserting it into a cake.
Return Eligibility: If 30 days have passed since your purchase, we are unable to offer a refund or exchange. To be eligible for a return, the item must be unused and in the same condition as when you received it. It should also be in its original packaging.
Thank you for choosing Sugar Boo Cake Toppers. We appreciate your support and look forward to serving you with our unique and personalized products.