About Sugar Ruffles

This website, www.sugarruffles.co.uk, is operated by Sugar Ruffles, a sole trader business based in England.

Email: hello@sugarruffles.co.uk

Throughout these terms, “we”, “us” and “our” refer to Sugar Ruffles. By placing an order through our website, you agree to be bound by the following terms and conditions. We may update these terms from time to time, so we recommend reviewing them whenever you visit our site. These terms are intended for customers based in the United Kingdom.

Placing an Order

When you submit an order through our website, you are making an offer to purchase the selected product(s) at the advertised price. We will send you an email acknowledging receipt of your order, but this does not constitute acceptance. A binding contract is formed only when we dispatch your goods.

We reserve the right to decline any order for the following reasons:

• You are under 18 years of age
• We are unable to obtain payment authorisation
• A pricing, product description, or promotional error has occurred
• The product is no longer available or has been discontinued
• Personalisation content submitted is offensive, defamatory, discriminatory, obscene, or otherwise inappropriate at our sole discretion

Should we decline your order for any reason, a full refund will be issued promptly to your original payment method.

Personalised Products

All products sold through Sugar Ruffles are personalised to your specification. It is your responsibility to ensure that all personalisation details — including names, dates, spellings, and any uploaded content — are accurate before submitting your order. Please review your personalisation carefully during checkout and on your confirmation email.

We do not routinely proofread personalisation entries. Products will be created exactly as submitted by you. If personalisation fields are left empty, the product may be produced without personalisation or with a default design, depending on the item.

Once your order has been placed, personalised items enter production promptly. We may not be able to make amendments after submission, though we will do our best to accommodate changes if production has not yet begun. Please contact us as soon as possible if you spot an error.

Pricing and Payment

All prices displayed on our website are in pounds sterling and include VAT at the applicable rate. Our VAT number is GB 513 681009.

Payment must be completed at the time of ordering. We accept payment via Stripe (credit and debit cards) and PayPal. Your payment details are processed securely by these third-party providers — we do not store your card information on our servers.

While we make every effort to ensure pricing accuracy, errors may occasionally occur. If we discover a pricing error affecting your order, we will contact you before processing it and give you the option to proceed at the correct price or cancel for a full refund.

Cancellations

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, most online purchases carry a 14-day cooling-off period. However, this right does not apply to goods that have been made to your specification or clearly personalised.

As all Sugar Ruffles products are personalised to your requirements, the statutory right to cancel does not apply once production has commenced. If you wish to cancel before production begins, please contact us immediately at support@sugarruffles.co.uk and we will do our best to accommodate your request, though this cannot be guaranteed.

This does not affect your statutory rights in relation to faulty, damaged, or incorrectly supplied goods.

Delivery

We deliver to addresses within the United Kingdom only. Orders will be dispatched to the address you provide during checkout — please ensure this is accurate, as we cannot be held responsible for deliveries to incorrect addresses supplied by the customer.

Estimated production and dispatch times are displayed on individual product pages. These are provided as a guide and may vary during busy periods such as wedding season and the lead-up to public holidays. We will always endeavour to meet stated timescales but cannot guarantee specific dispatch dates.

Orders may be dispatched using Royal Mail or a courier service at our discretion. Where a tracked service is used, tracking information will be provided via email. For untracked services, please allow sufficient time for delivery before contacting us regarding a missing order.

If your order has not arrived within 14 working days of the estimated dispatch date, please contact us and we will investigate. We must be notified of non-delivery within 30 days of your order date.

Parcels returned to us as undeliverable will be held for 28 days. If you do not arrange redelivery within this period, the item may be disposed of and no refund will be available.

Returns and Refunds

Because all our products are personalised, we are unable to accept returns for change of mind, incorrect personalisation submitted by the customer, or simply because the item is no longer wanted.

If your order arrives damaged, faulty, or is not what you ordered, please notify us within 72 hours of delivery by emailing support@sugarruffles.co.uk along with photographs of the issue. We will arrange a replacement or full refund at our discretion.

Where a return is agreed for a faulty or incorrect item, we will cover the cost of return postage. For all other agreed returns, the cost of posting the item back to us is your responsibility. We recommend using a tracked postal service, as we cannot accept responsibility for items lost in transit back to us.

Items must be returned in their original condition with all packaging. Refunds will be issued to the original payment method within 14 days of receiving the returned item. Refunds for gift purchases will be made to the person who placed and paid for the order.

None of the above affects your statutory rights under the Consumer Rights Act 2015.

Product Descriptions and Images

We take care to ensure that product descriptions and photographs on our website are as accurate as possible. However, slight variations in colour may occur between what you see on screen and the finished product, owing to differences in monitor settings and display technology. Product images are provided for illustrative purposes and may not reflect the exact appearance of your personalised item.

Availability

We aim to keep our product listings current, but we cannot guarantee that every item will always be in stock. If an item you have ordered is unavailable, we will contact you as soon as possible to offer an alternative or a full refund.

Intellectual Property

All content on this website — including text, images, logos, graphics, and design — is the property of Sugar Ruffles or its licensors and is protected by copyright and intellectual property law. You may not reproduce, distribute, or use any content from this site without our prior written permission.

By submitting content for personalisation (such as text, names, or uploaded images), you confirm that you have the right to use that content and that it does not infringe upon anyone else’s intellectual property or other rights.

External Links

Our website may occasionally contain links to third-party websites for your convenience. We have no control over the content, policies, or practices of these external sites and accept no responsibility for them. Inclusion of a link does not imply endorsement.

Limitation of Liability

To the fullest extent permitted by law, our total liability arising from or in connection with your order shall not exceed the price you paid for the relevant product(s). We shall not be liable for any indirect, incidental, or consequential losses.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.

Governing Law

These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these terms or your use of our website shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If any provision of these terms is found to be invalid or unenforceable, that provision will be limited or removed to the minimum extent necessary, and the remaining provisions will continue in full force.

Complaints

We take customer satisfaction seriously. If you have a complaint about any aspect of our service, please contact us at hello@sugarruffles.co.uk and we will aim to respond within two working days.

Last updated: April 2026