Terms and Conditions
Delivery cost info can be found on Home Page
Our Contact details:
138-140 Hook Road Surbiton London KT6 5BZ United Kingdom
Phone: within UK 020 8391 4664 Outside UK 00 44 208 391 4664
VAT GB 720 5035 80
Company Registration Number 03503561
Surbiton Sugarcraftand Surbitonart are trading name of JCBS Ltd,
Registered address is
182 Elgar Avenue, Surbiton, London KT5 9JY
Making A Purchase
We reserve the right to change these terms and conditions at any time. Any such changes will take effect when posted on the website and it is your responsibility to read the terms and conditions on each occasion you use this website and your continued use of the website shall signify your acceptance to be bound by the latest terms and conditions.
Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.
You can also make purchase in person from our retail store. Our retail store price may very from the online prices, and online offers not always available from our retail store.
Payments are in GBP only. We accept credit or Debit cards payment. If you are shopping from outside UK your credit /debit Card Company will convert the transaction to your own currency.
We do not take payment from your card until the ready to ship is ready to ship.
When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always try to contact you first to ensure that the price is acceptable.
Terms Relating to the Redemption of Discount Codes
Only one Discount Code can be used per order of Product.
You cannot use a Discount Code in conjunction with any other sales discounts or promotional offers unless the specific terms relating to the Promotional Discount Codes state that you can combine the Promotional Discount code with other offers.
Items that are marked as On Offer, excluded from any further discount, These item are clearly marked as such. Any other discount applied to these products will be removed when processing the order. No notification will be sent to these effects.
Generally, Discount Codes can only be used for one order. Please check the specific terms relating to your Discount Codes to see whether you can use your Discount Code more than once.
The Some Discount Code will expire on the date specified in the specific terms relating to the Discount Code. You cannot use the Promotional Discount Code after this date.
Discount Codes have no cash redemption value and cannot be transferred or assigned.
If the specific terms relating to the Discount Code state that the discount is subject to a minimum purchase amount, postage and packing charges do not count towards the minimum purchase amount.
You must not publish or distribute the Discount Codes.
Shipping And Handling
Please see our delivery info tag in our catalogue page (first page). Delivery cost for all orders received from outside UK will be charged as per schedule or at cost. We reserve the right to cancel any order where the actual shipping cost is more than the stated fixed shipping cost and the order value is less than the actual shipping cost. In these cases we will contact you before proceeding with the order..
We reserve the right to cancel any items which are in conflict with shipping regulations applicable at the time of shipping.
Our aim is to dispatch the orders on the day of completion (Mon- Fri). Depends on the weight, size of the order, location of delivery we use Royal Mail post or by Next Day (non guaranteed) courier services. Courier service only deliver on Monday to Friday. However due to nature of delivery service we cannot guarantee the delivery date. If we foresee any delay, we will try our best to keep you inform. If you need any item urgently, please call us; we will try our best to find any alternative arrangement.
We are unable to give you guaranteed delivery time
We use various courier service for overseas delivery. Delivery time is depends on use type of service we use, country of destination and your country legal formalities. As such we are unable to be very precise information about the delivery time. However, courier service are usually delivered within 5-7 days and Air Mails are delivered in 5-14 days. Any claim for loss or damage in transit based on the courier company terms and condition which we adhere accordingly
Lost, Delay or damage while in transit
We take every care possible while packing your order. However any loss, delay or damage incurs while in transit is beyond our control. While our courier companies can make compensation for any loss or damages, while in transit, it is limited to statutory limit amount ( set by the EEC) based on weight of the parcel. For any high value orders it may not be adequate. If you are worried about any loss or damages while in transit, you may consider taking insurance at an additional cost. Please let us know with your order number if you would like to know the cost of such insurance for your parcel. We will inform you the total shipping cost including additional insurance cost before proceeding with the order.
Lost or damages in transit - Claim time
For any UK address any non-arrival of goods / damage must be reported within 7 days of dispatch. We will not consider any claim for loss or damage after 14 days of dispatched.
For any outside UK address any non-arrival of goods / damage must be reported within 14 days of dispatch. We will not consider any claim for loss or damage after 21 days of dispatched.
In any case when we investigate your claim for loss or damage, we will reply you / contact you by email or by phone. If we do not receive any reply from you by email or phone to our communication to our communicatin, we consider that you are satisfied with our reply and the case will be closed. No further action will be taken to investigate further.
We endeavour to dispatch your order within two days of receiving your order. However sometime we may have to wait a few days longer to receive our stock from our suppliers. In these cases it may take up to 5-7 days for the dispatch. If your order is urgent, please let us know so can let you know of any likely delay.
UK Orders are sent out on 1st class post or by next day delivery (Next working Day) - We do not gurantee next day delivery. Any nextday delivery orders are processed and sent out by next day delivery service. Most delivery companies do not deliver at weekends or Bank Holidays
Foreign deliveries may be subjected to local cusomes clearance
Once you place your order, you will receive an automated e-mail from us confirming the order. If you have not receive the email, please have a look in your email spam folder. It may be treated as spam mail by your email system.
If you have not received the order or not heard from us within 10 days, please contact us immediately. Most cases the delivery company may have taken it back to their depot as there is no one to collect the parcel at the delivery address.
We are not responsible to you for any losses which you may incur which were not a foreseeable consequence of us breaching these terms and conditions, Our liability to you shall not in any circumstances include any business losses that you may incur, including but not limited to lost data, lost profits or business interruption.
We do not back order any items which are not in stock and we will inform you right away,
However with your permision we may delay the delivery to include any items which are out of stock
VAT stands for value added tax, which is charged at the current rate on goods sold by surbitonart.co.uk within the European Union (EU). In accordance with the laws governing members of the European Union, Surbitonart.co.uk is obliged to charge VAT on all orders delivered to destinations in member countries of the EU.
Credit Card Security
When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. Cards details are held by our online payment processing bank and processed by the bank. Our staff directly have no access to your card details
9.1 So that you can buy with confidence from Sellers, Surbitonart offers its customers a guarantee for the full value of the purchase price of your product(s) from Sellers. This guarantee applies only in the following circumstances:
if the Seller has not delivered your order or any part of an order or the Seller has not attempted to deliver the order, within 10 business days (being any day other than a Saturday, Sunday or public holiday) after notification of despatch;
if a product you have received is materially different from the description on the Site, or it is damaged or defective on delivery; or failure by the Seller to provide you with a refund where (i) you are due a refund under the Seller's cancellation or returns policy, or (ii) the Seller has agreed to provide you with a refund and you have returned the products to the Seller.
The following conditions apply to this guarantee:
you must have purchased the item from a Seller and paid via the Site;
you warrant that any information you provide is truthful and accurate;
you must raise your claim no earlier than 3 business days after having first raised a complaint directly with the Seller and no later than 90 days of the notified despatch date;
you must not request a chargeback for the price of the purchase from the issuing bank or receive any refund, replacement or other compensation from the Seller at any time; and
you agree that a refund is the only remedy provided under the Seller Guarantee
If you need to reach us, please email us using the link on the store page, alternatively, you can call on 020 8391 4664 (International +44 020 8391 4664) or fax us on or write to us at 140 Hook Road Surbiton London KT6 5BZ United Kingdom
Surbiton Sugarcraft do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.
The use of Surbiton Sugarcraft online ordering facilities implies consent to receive from the company, emails and other correspondence relating to your account. This includes information on current product information and promotional offers. You may opt-out from our promotional mailing list by sending a request to unsubscribe to following email address : email@example.com
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm
By law, customers in the European Union also have the right to withdraw from the purchase of an item within14 working days of the day after the date the item has been delivered. However any edible items, cut to size, video, DVD, books, and any special order items may not returned, unless it is found to be faulty.
Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. Any superficial scratch or dent are not an indication of defective product and we reserve the right to refuse of refund of returning the cost of such returned items.
All prices on the Site are expressed inclusive of any VAT payable and exclusive of delivery .
If, by mistake, the Seller has under priced a product, the Seller will not be liable to supply that product to you at the stated price, provided that the Seller notifies you before they despatch the product to you.
All Seller products offered on the Site are subject to availability or whilst stocks last (as appropriate).
No postage will be refunded. In the event of any partial return, if your order value becomes less than the free delivery limit, your order will attract the standard delivery charge as at the time of delivery.