Frequently Asked Questions

Below you’ll find answers to the questions we’re asked most often. If you can’t find what you’re looking for, please get in touch at support@sugarruffles.co.uk and we’ll be happy to help.

Ordering and Personalisation

How do I personalise my gift?

Each product page has personalisation fields where you can enter your chosen names, dates, messages, and — for selected items — upload your own photographs. Simply fill in the fields during the ordering process and you’ll see a summary of your personalisation at checkout and in your confirmation email. Please double-check everything carefully before submitting your order, as items are produced exactly as you enter them.

Can I change my personalisation after placing an order?

Because we begin production promptly, we may not be able to make changes once your order has been submitted. If you spot a mistake, please contact us immediately at support@sugarruffles.co.uk and we’ll do everything we can to help — but we cannot guarantee amendments once production has started.

What happens if I spell something wrong?

We produce each item using exactly the text you submit. We do not proofread or alter personalisation entries, so it’s important to check your spelling, names, and dates carefully before completing your order. If a product arrives with a spelling error that was present in your original order, we are unfortunately unable to offer a refund or replacement. We know that’s frustrating, which is why we always recommend reviewing your order confirmation email straight away — if you catch an error quickly, there may still be time to correct it.

What if I leave a personalisation field blank?

If personalisation fields are left empty, the product may be produced without personalisation or with a default design, depending on the item. If you’re unsure, please check the product description or contact us before ordering.

I’m not sure what to write — can you help?

Absolutely! Knowing what to write is often the hardest part of buying a personalised gift. We publish gift guides and message inspiration covering a wide range of wedding occasions — from gifts for the couple to thank-you presents for bridesmaids, best men, and parents. If you’d like personal advice, drop us an email and we’ll be happy to suggest some ideas.

Payment and Pricing

What payment methods do you accept?

We accept all major credit and debit cards (processed securely via Stripe) as well as PayPal. All prices on our website include VAT.

Is it safe to pay on your website?

Yes. Our website uses SSL encryption to protect your data during transmission. Payment is processed by Stripe and PayPal — we never see or store your card details on our servers. Both providers meet the highest standards of payment security.

Delivery

How long will my order take to arrive?

Because every product is personalised, there is a production period before your item can be dispatched. Production times vary by product and are shown on each product page. Once dispatched, delivery time depends on the shipping method you select at checkout. The total time from order to delivery is the production time plus delivery time combined.

Do you deliver outside the UK?

We currently deliver to UK addresses only. We do not offer international shipping at this time.

Can I track my order?

Where a tracked delivery service is used, you will receive tracking details by email once your order has been dispatched. Not all delivery methods include tracking — the options available for your order are shown at checkout.

My order hasn’t arrived — what should I do?

If your order hasn’t arrived within 14 working days of the estimated dispatch date, please contact us at support@sugarruffles.co.uk with your order number and we’ll investigate straight away.

Returns and Refunds

Can I return a personalised item?

Because all of our products are made to your personal specification, we are unable to accept returns for change of mind or unwanted items. This is in line with the Consumer Contracts Regulations 2013, which exempt personalised and custom-made goods from the standard 14-day cooling-off period. However, if your item arrives damaged, faulty, or is not what you ordered, please see the next question.

What if my item arrives damaged or faulty?

Please contact us within 72 hours of delivery at support@sugarruffles.co.uk with your order number and photographs of the issue. We will arrange a replacement or full refund as quickly as possible. Your statutory rights under the Consumer Rights Act 2015 are unaffected.

Can I cancel my order?

If you need to cancel, please contact us immediately. We begin production quickly, so we cannot guarantee cancellation, but if work hasn’t yet started on your item we will do our best to accommodate your request and issue a full refund.

Products and Photos

Will my product look exactly like the photo on the website?

We do our best to represent our products accurately, but slight colour variations may occur due to differences in screen settings and display technology. Product images are provided for illustration and may not reflect the exact appearance of a personalised item with your specific text or photographs added.

What file format should my photos be in?

For products that accept photo uploads, we recommend using high-resolution JPEG or PNG files for the best results. The product page will indicate any specific size or format requirements. If you’re unsure whether your photo is suitable, feel free to contact us and we’ll let you know.

Still Have Questions?

We’re here to help. Email us at support@sugarruffles.co.uk and we’ll aim to get back to you within two working days.