Orders & Returns

HOLIDAY DELIVERY INFORMATION

Last UK shipping dates for 2014 are as follows:

1st Class standard and signed for / Next Day Delivery - 20th December

2nd Class standard and signed for - 18th Decemer

Orders placed after the dates stated above will be shipped on 2nd January 2015. The Juniper Cakery office will be closed from 21st December - 2nd January and all enquiries will be answered upon our return. Happy Holidays and a Happy New Year to evertone!

ORDERS

Once you have successfully placed your order and you have had confirmation via your provided email address we aim to have all orders picked, packed and shipped within 48 working hours.

On vary rare occasions we may need to contact you regarding an out of stock item or another unforeseen issue so we ask all customers to check the email address they provided us with regularly. If an issue does arise we will endeavour to contact you directly with a solution so that the issue can be dealt with it as quickly and efficiently as possible.

If you encounter an issue please don't hesitate to contact us at [email protected] as we aim to answer all emails within 2 working hours. We do have a dedicated customer service line, however, as a small business there are times when we are unable to take calls. If this happens please leave your name, contact details and a brief description of your issue and we will endeavour to solve it for you the same day. Please be aware that our turnaround for shipping parcels is incredibly fast so if you have any issues regarding item quantity or if an order has been placed by mistake please contact us as soon as you're aware.

We understand that unforeseen circumstances may occur which means you're unable to contact us or check the email address you supplied to us, however, if we have not heard from you within five working days we will make a decision regarding an issue which has occurred at our end without contacting you further. If, for example, this issue arose because an item you have ordered is currently out of stock we will refund you the cost of that item and ship the remainder of your parcel via your chosen P&P.

CANCELLATIONS

We understand that occasionally you may need to cancel your order. If you do wish to cancel your order simply contact us at [email protected]. As stated above our turnaround for shipping parcels is very fast so we do urge all customers who wish to cancel an order to contact us as soon as possible. If your parcel has been dispatched, or if it has been booked with a courier, we're afraid we cannot process any cancellations at that stage and your items will be shipped to you. You can, however, return the parcel to us but you would have to cover the return P&P. For further details on returns see terms and conditions.

RETURNS

It is your right to return any items to us within 14 days (UK) or 21 days (International) of receiving them so long as they're undamaged and remain in their original, unopened and un-tampered with packaging (where applicable). Our returns address is always placed on the reverse side of your parcel for your convenience, however, we do ask all customers to inform us at [email protected] before you make any postal arrangements. If you do not inform us we may have the right to refuse your refund as we must check the return complies with our policies.

If returning a parcel to us you are responsible for arranging and purchasing an appropriate shipping method and we will not, under no circumstances, reimburse your returns cost. We encourage all customers to opt for a tracked shipping method as we are not responsible for any parcel or parcel contents that become lost while being returned to us. If a parcel is lost or any content from the parcel is lost in transit it is your responsibility to inform the carrier to locate the items. We must receive all items in order to process your refund. We trust that all returned parcels will be packaged as securely as they were when they reached you. We encourage all customers to recycle the original packaging as your item(s) will be packed in an appropriate box or envelope with ample void filler and protective wrap. If you choose to return your item(s) in an inappropriate manner and they reach us damaged we may have the right to refuse your refund.

REFUNDS

It is your right to request a refund for cancelled and returned items and we will always comply when our terms and conditions have been met. Once your refund is granted please allow 14 working days for this to reach your account. The exact time it takes for your money to reach your account will depend on your bank or credit card provider. If you have any concerns at all contact us at [email protected].

DAMAGED ITEMS

We take great care when packaging your items but we do understand that on very rare occasions a parcel may be damaged in transit. If this happens please send photographic evidence within 2 working days to [email protected].

UNSIGNED FOR, UNCOLLECTED AND UNDELIVERED PARCELS

Once you've placed your order with us and selected your desired shipping method it is your responsibility to ensure yourself, or someone else, is available to accept your parcel. We ship all items in small, medium or large boxes depending on quantity and suitability; we also use padded envelopes for suitable items. Not all items will fit through your letter box so please ensure someone is available to receive your parcel. Why not have it sent to a neighbour, family member or your place of work if you know you won't be available? If your parcel is returned to us because you have failed to sign for (if you've selected a tracked shipping method), accepted or collected from a depot after a failed delivery attempt you have to re-pay shipping and will not be reimbursed. If items are returned to us under any of these circumstances it will not be classed as a returned item and you will not be entitled to a refund.

LOST PARCELS

On very rare occasions items may become lost in transit. If you think this has happened please contact us at [email protected]. Upon contacting us please be aware that there is a time frame in which your parcel may still arrive so we may need to wait for that to clear before we take action. In most circumstances, if your items have still not arrived, we will send them out again or, if items are out of stock, issue a refund minus P&P. Please see our full terms and conditions for more information.

WRONG ITEM RECIEVED OR EXTRA ITEM IN ORDER

All of our items are hand picked and packed so sometimes human error can occur. If you have received a wrong item in place of an item you ordered, or an extra item has been placed in your order, please contact us immediately at [email protected] and we will have the correct item dispatched at no extra cost to you (please be aware that we may need photographic evidence). We will endeavour to solve this issue as efficiently as possible to ensure you are not inconvenienced further and may not always require you to return the item in question. Please be aware that if we do request you to return the item to us under no circumstances may you keep the item. Please see our full terms and conditions for further details about this issue.

PROCESSING AND SHIPPING YOUR ORDER

Once you've had confirmation that your order has been received by us (we ask all customers to check their spam or trash folders as some email services may mistake confirmation emails as spam) your order will be picked, packed and shipped within 48 working hours. As soon as your items are on their way to you we'll let you know by email. If you've chosen a confirmed shipping option your email will include your tracking code. Simply visit http://www.royalmail.com/track-trace and key in your code to keep an eye on its progress.

1ST CLASS AND 2ND CLASS STANDARD

Our standard shipping options are a great, reliable way to get the items you want shipped right to your door from as little as £2.80 for second class and £3.20 first class! Beaten only by our FREE SHIPPING option (on orders over £20 to be sent inside the UK) our £2.80 shipping is the most chosen by our customers.

1ST CLASS TIME FRAME

If you've chosen first class signed for or standard for your parcel you can expect your items to be with you in approximately 2 working days once shipped. Often, 1st class parcels are delivered the next working day once shipped but we ask all of our customers to account for when they placed their order, weekends, bank and national holidays. Also, though second class is a fast and reliable shipping option please be aware that it is not a confirmed shipping option and on occasion the time frame in which your parcel reaches you can vary.

2ND CLASS TIME FRAME

If you've chosen second class signed for or standard for your parcel you can expect you items to be with you in approximately 3 working days once shipped. Often, 2nd class parcels are delivered within two working days once shipped but we ask all of our customers to account for when they placed their order, weekends, bank and national holidays. Also, though second class is a fast and reliable shipping option please be aware that it is not a confirmed shipping option and on occasion the time frame in which your parcel reaches you can vary.

NEXT DAY DELIVERY

We understand that sometimes you'll need your items in a hurry so we offer a reliable, traceable next day delivery option for your convenience. Simply place your order with us before 1pm Monday – Thursday and we'll ship your item in time for it to reach you the next working day, guaranteed! We have a cut of time of 1pm so we have enough time to pick, pack and ship your order without delay. If you place your order after 1pm on Thursday your parcel will not make same day post and will have to be shipped on Friday. As shipping a next day delivery parcel on a Friday would guarantee your parcel on a Saturday an additional charge would have to be paid. That's why we ask all customers who need their items the next day to place their orders before 1pm Monday – Thursday. The same applies to any order placed after 1pm when next day delivery is chosen; those placed after 1pm will be delayed, approximately, by one day.

FREE UK DELIVERY

We offer a free UK delivery option to everyone who spends just £20 and over! Simply proceed to checkout and before you commit to buy select our £0.00 option and your items will be shipped free of charge despite weight or size so long as you submit a UK delivery address and your order is £20 or more. All free shipments are dispatched within 48 working hours and will reach you within approximately 5 working days! We ask all of our customers to account for when they placed their order especially at weekends, bank and national holidays.