Shipping Policy

At SugarPlum, every order is lovingly personalised and made especially for your celebration. Because our products are made to order, please allow sufficient time for both production and delivery when placing your order.

Processing & Production Time

All SugarPlum products are personalised and made to order.

Our standard production lead time is approximately 15 working days, depending on the size and complexity of your order.

Production time begins once your order and payment have been successfully received and all information required to personalise your products has been provided.

Customers are responsible for ensuring that all personalisation details, including names, ages and event dates, are entered correctly when placing an order.

Courier Delivery

Courier delivery is not included in the price of your products and is payable by the customer.

The applicable courier fee will be calculated and displayed during checkout based on the delivery address and available shipping option.

Once your order has been completed, it will be handed over to the courier for delivery.

Courier delivery generally takes approximately 3–5 working days, depending on the delivery area.

Please keep both our production time and the courier delivery period in mind when placing your order for a specific party or event date.

Event Dates

Customers are required to provide their party/event date when placing an order. This allows us to identify the date for which the products are required.

Providing an event date does not guarantee delivery by that date if the order is placed without sufficient production and courier time.

We strongly recommend placing your order well in advance of your celebration.

Courier Delays

Once an order has been handed over to the courier, delivery is managed by the courier service.

While we will gladly assist with tracking or delivery queries, SugarPlum cannot be held responsible for delays caused by the courier, incorrect delivery information supplied by the customer, circumstances outside our reasonable control, or unsuccessful delivery attempts.

Delivery Information

Please ensure that your delivery address, contact number and other delivery details are correct before completing your order.

Additional courier charges resulting from an incorrect address, failed delivery or redelivery may be payable by the customer.

Damaged Parcels

If your order arrives damaged, please contact SugarPlum as soon as possible after receiving your parcel and provide clear photographs of:

• the damaged item(s);
• the packaging; and
• the courier parcel/waybill where applicable.

We will assess the issue and assist in accordance with our Returns & Refund Policy.

Questions About Your Delivery

If you have any questions regarding the production or delivery of your SugarPlum order, please contact us before placing your order.

SugarPlum
Durbanville, Cape Town
South Africa