Placing your Order
Our online ordering system makes it easy for you to order any items that are displayed in our online shop. If you prefer, we are happy to process your order by telephone during our shop opening times - if we are busy at the time you call we may ask you to call back.
If you require a VAT invoice for your order, please indicate this in the SPECIAL INSTRUCTIONS box shown on the checkout page.
Paying for your Order
When placing your order online, you can choose to pay by CreditDebit Card or by PayPal.
If you choose not to use PayPal, your card purchase will be processed by SagePay. Both PayPal and SagePay 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.
If you place your order with us by telephone, we can either send you a PayPal invoice or take your CreditDebit Card payment over the phone. If payment is taken over the phone, your card details will be entered directly into our payment terminal for approval
Your card details will not be stored by Purple Cupcakes.
Packaging of your order
We pride ourselves on the level of service we provide to our customers, new or returning. Whether you order 1 item or 100 items, 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 they are carefully packed into your Purple Cupcakes box for delivery. This ensures that we despatch the items that you have ordered.
Where items (like embossing mats, fragile items and small items) require extra protection during transit from other items in the delivery, we will package these separately for you. e.g. They will be placed within a bubble envelope or wrapped together within bubble to keep them flat. Therefore, PLEASE ENSURE YOU UNWRAP ALL PACKAGING, to see your complete order before contacting us to report an item missing.
Processing of your order
We aim (but do not guarantee) to despatch all orders the SAME DAY we receive them, providing your order is placed by 1pm Monday to Friday. Orders received after 1pm or at the weekend will be despatched the following working day (obviously excludes bank holidays) - subject to the condition below.
**Please note - During times that we are experiencing very high order levels, we do not and can not guarantee same day processing. On these occassions, we will process orders in the order that they are received, however we will process the speedier Trackable Carriage orders before the Tracked48 orders. We will of course continue to send out using the carriage options you have requested. If your order is urgent, you can always call us to check that we aren't currently processing orders in this manner.**
We will endeavour to update the footer of the website to indicate times that we have implemented processing orders in the order they have been received.
Postage of your order
Whilst we will send your order in a timely manner, using the service you've selected, we are not responsible for any delays in transit caused by the courier. As we send all packages on a tracked service you will be able to view the progress of your delivery though the couriers website. Parcels are dispatched via collections from Royal Mail and our other couriers every afternoon, we do not 'drop off' any parcels so once the collection has occured, no further parcels will be sent until the next working day.
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. Tracked48 delivery will be selected by default. Estimated deliver times for all carriage\postal options are to be used as a guideline, none of them are guaranteed.
If your order contains litre bottle(s) of vanilla extract, flour or icing sugar you must choose the Premium Courier (Heavy Deliveries).
Royal Mail Tracked24 & Tracked48 - Max 2Kg
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.
HEAVY DELIVERY (parcels over 2Kg and below 20Kg)
If you select PREMIUM COURIER Heavy Delivery service and you place your order before 1pm, we will endeavour to dispatch your parcel on the day of order, on a next working day delivery service - in the case that Friday is your order day, your delivery day will be Monday (excluding bank holidays), if you order on Saturday or Sunday your delivery will be Tuesday (or Wednesday when Monday is a bank holiday) subject to the Please note condition above in the Processing of your order section. If you select the Heavy Delivery and place your order after 1pm, we will treat your order as being received before 1pm the following working day. Once again, timescales are a guide and not guaranteed.
When requesting the Heavy Delivery service, please ensure to include your mobile phone number. This will allow us to email and text you further details about your delivery.
Postage EXCLUSIONS and conditions for the UK
Standard delivery and Royal Mail Tracked24 & Tracked48 have size, weight and value limits imposed by Royal Mail. If you package exceeds any of these limits then we will have to send it via a premium courier (e.g. FedEx). The premium service will be decided on, will be based on weight, size or value of the package. If we need to send your order via a premium service rather than the service you have selected (e.g. you've chosen Royal Mail and your parcel exceeds 2Kg), we will send you a PayPal invoice for the additional charges between what you have paid and the usual cost for the premium service.
If your order is required to be sent via a premium service, we will contact you regarding any additional costs that will be incurred by you before your order can be despatched.
PREMIUM COURIER Heavy Deliveries is only available to the Channel Islands & Northern Ireland at an additional charge to the cost quoted – please call or email us for further details.
Scottish Islands - 2-5 day delivery
Scottish Highlands EXCLUSIONS ON NEXT DAY DELIVERY - AB30-38, AB44-56, FK17-99, G83, IV1-28, IV30-32, IV33-39, IV52-54, IV63, KW1-14, PA21-33, PA34-40, PH18-26, PH30,
Scottish Islands EXCLUSIONS ON NEXT DAY DELIVERY - HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA30, PA32-34, PA41-49, PA60-78, PH42-44, ZE1-3
The UK Saturday Delivery Guaranteed is option is only available for postcodes BT1–9 and at an additional charge to the cost quoted – please call or email us for further details.
Orders placed on line may be collected from our retail shop during shop opening hours.
Alternative specialist mail services
We can offer other specialist mail services such as Recorded Delivery and Special Delivery guaranteed before 1pm. If you would like to use one of these alternative methods please make your request in the Special Instructions box and we will email you a separate PayPal invoice for the difference in the costs of delivery.
When you go to our Checkout or Basket page and select your Country in the delivery address, the postage options available to you will be displayed. The cost shown covers the vast majority of items sold through our online shop - please be aware we do not ship our litre bottles of vanilla extract, flour or icing sugar (plus a few other items) overseas.
The postage costs that are initially applied to your order are for the Royal Mail International Delivery Service. Once we have packaged your order, we will check its size, weight and value and choose the appropriate service partner. In some instances, as couries charges are calculated by weight, volume and value of goods, there maybe an additional charge for you to pay before your package can be despatched (in some instances they may also be a refund due). We do not charge a premium on top of our courier charges, we pass them on to you at the cost we pay.
We will email you an additional PayPal invoice where this is the case – if you do not wish to proceed with your order at this point, a full refund will be offered.
Import Duties and any taxes are the responsibility of the buyer and Purple Cupcakes are not liable for any further charges other than those listed on the website. Please familiarise yourself with any other charges you may face before placing an order as we are not able to advise on individual circumstances which are beyond our control.
Non receipt of Orders
Please inform us of non-delivery with 7 days of the expected 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 a delivery hasn’t been attempted and that you’ve been left a card.
We will always assist in tracing your order, but please note that all the different carriers have different timescales before packages are treated as missing\lost. If your parcel is being delivered by Royal Mail, please check with your local sorting office to check if they have it - the postie may have forgotten to leave a card.
No claims for non-delivery of your complete order will be allowed unless the company is advised within 21 days from the order date for UK Customers or 35 days from the order date for Overseas Customers.
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/ Customs charges (or any other charges, including but not limited to tariff charges, VAT, any duty charges) not paid
It is your responsibility to be aware of and pay any customs (other) charges to receive your parcel in another country.
3/ In the unlikely event that packages are returned to us due to incorrect\incomplete address supplied by you. You as the customer, are responsible for supplying full and correct address details for us to ship your package to. If your package is successfully delivered to an incorrect address that you supplied, you will not be entitled to a refund.
then you will be fully liable for any costs\charges incurred by Purple Cupcakes Limited 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 plus any additional cost incurred e.g. fines, and will not re-send until these have been paid.
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 Purple Cupcakes shop are in perfect condition. We double check every item before packing and ensure they are packed in a way to get safely to you 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.
All our orders are picked and double checked before sending. 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 with 72 hours, we will presume 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.
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 with 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.
We sell Purple Cupcakes Gift Vouchers that can be exchanged for items in our online store or in our retail shop. The Gift Vouchers can be sent through the post in the form of a card and envelope or by email, in either case they can be sent to or your intended recipient.
Gift Vouchers cannot be exchanged for cash and refunds will not be given.
Gift Vouchers must be redeemed by the expiry date, which is usually six months from the date of purchase. Once the date has passed, the gift voucher is deemed to be null and void and will no longer be accepted by Purple Cupcakes in exchange for items in our online store or in our retail shop.
We often run special offers on our products. These can be displayed on our website, social media pages or by direct email. We reserve the right to remove any such offer at any time without prior notice. There may be specific terms and conditions shown for the offer, but you may only redeem one offer against one purchase at any time.
Special offers may not be combined or used in conjunction with any other special offer.
All personal details supplied by you to us will be kept confidential. We may use the information we hold about you for marketing purposes by Purple Cupcakes only. We will not sell, nor distribute or lease your personal information to third parties other than when required to do so by law.
If you contact us by email us, subscribe to use the online shop, book a class or sign up to our newsletter we will store your email address on our Mailing List to keep you updated about special offers, news and events. You can choose to unsubscribe from this Mailing List at any time. If you receive a marketing email from us, it will always include a link to remove your details from our Mailing List.
We will never store or have access to the CreditDebit Card details you use to make payment using our online shop.