Delivery & Returns

PLACING YOUR ORDER
Our online ordering system makes it easy for you to order any items that are displayed in our online shop.

PAYING FOR YOUR ORDER.
When placing your order online, you can choose to pay by Credit/Debit Card or by PayPal.

If you choose not to use PayPal, your card purchase will be processed by Stripe.

Both PayPal and Stripe are PCI compliant and all your details are transmitted securely using SSL encryption. Purple Cupcakes does not receive nor store any of your payment information.

PACKAGING OF YOUR ORDER.
We pride ourselves on the level of service we provide to our customers, new or returning. We always endeavour to send out your parcel perfectly wrapped to ensure your purchases reach you in perfect condition.
We have a two-part packing process where one of our team picks your items and another team member checks the items before we carefully pack it up for delivery. This ensures that we always despatch the items that you have ordered.

PROCESSING OF YOUR ORDER
We aim to despatch all orders the SAME DAY we receive them, providing your order is placed by 2 pm Monday to Friday. Orders received after 2 pm or at the weekend will be despatched the following working day (excludes bank holidays).

POSTAGE OF YOUR ORDER
United Kingdom
When you go through our checkout process to complete your order, you will be presented with the postage options and prices that each option will incur. Standard delivery will be selected by default.
Standard Delivery (up to 5 working days)
Standard delivery is 2nd Class Post and will be delivered in 3-5 working days after your order is processed.

You may choose to upgrade to Royal Mail Tracked24 or Tracked48 service. These options allow for your package to be tracked – deliveries are made on working days, Monday to Friday, they are not guaranteed to be made on a Saturday. This is a service made by Royal Mail and as such we can not guarantee timescales of delivery.

Please inform us of non-delivery within 7 days of the unexpected delivery date. Most of our orders are sent via a traceable carrier method, so it is highly unlikely you will not receive your order.

If your delivery isn’t made when you’re expecting it, please check that the delivery hasn’t been attempted and that you’ve not been left a card.
We will always assist in tracking your order, but please note that all the different carriers have different timescales before packages are treated as missing\lost.

RETURNED PACKAGES DUE TO ANY OF THE FOLLOWING
1/ Packages are delayed or returned due to non-collection or arrangement of re-delivery

Our couriers will leave a note\message if no one is present to receive your delivery. It is your responsibility to contact the delivery company to arrange re-delivery or to collect the package in person

2/ In the unlikely event that packages are returned to us due to incorrect\incomplete address supplied by you, you will then be fully liable for any costs\charges incurred by CakeStoryTelling store, in receiving the returned package back – including, but not limited to fines & shipping. Original carriage costs will not be returned to you. We reserve the right to charge our standard re-stocking fees if you do not want the package re-sending. If you do want us to re-send your package, we will re-apply the original carriage costs and will not re-send until these have been paid.

DAMAGED ITEMS
It is very unlikely that you will receive an order from us containing damaged items. Under no circumstances would we send a damaged item to you in your order and we guarantee that all items that leave our store are in perfect condition.

We double-check every item before packing and ensure they are packed in a way to get to you safely in transit. However, if your parcel is damaged by the courier in transit, we will assist you as much as we can in making a claim against the courier – please will you ensure that the box isn’t damaged before accepting delivery.

MISSING ITEMS
All our orders are picked and double-checked before sending them. In the unlikely event of your order being incorrectly processed, you must notify us within 72 hours of the order being delivered. If you fail to contact us within 72 hours, we will assume that everything is correct with your order and not entertain any claims. Please supply us with your order id, item missing, and details of the person shown on the packing card.

RETURNS
We do not accept product returns without prior notice, so you must contact us for a returns number. Faulty items will be exchanged and your statutory rights will not be affected.

As per our responsibilities under the Consumer Contracts Regulations, we will approve a returns number for any items (except any edible or perishable items) that you wish to return if you notify us within 14 days of the items being delivered. You are responsible for the cost of returning the items to us and you must ensure that the products returned are unused, in their original packaging, and in a saleable condition.
Once the items have been received and their condition has been confirmed, we will either issue you with a full refund – or where requested provide alternative products (along with partial refund or additional PayPal invoice where necessary). You are advised to send your returns by a trackable service, to ensure the return reaches us. We will not be responsible for items that do not reach us if you have no proof of delivery.