Terms & Conditions

All orders have a processing time of up to 7 business days before they will be posted. Standard shipping takes 24-48h.

Please take a couple of minutes to read through the the very simple terms and conditions as these form the basis of the contract. The content of the pages of this website is for your general information and use only and is subject to change. Further information can be provided on request.

​PAYMENT POLICY

When placing an order at sugarfreebymarta.com we require an upfront payment. At the checkout you will be able to pay by credit/debit card or choose bank transfer which will have to be made within 24h from placing an order. If we don’t receive a full payment within 24h the order will not be processed.

​FOOD ALLERGY DISCLAIMER

We cannot guarantee that our products are free from ingredients that may affect those with food allergies (they might still contain traces). If you have any serious allergies please contact us at sugarfreebymarta@gmail.com before you place an order to inform us of any food allergies that you may have, we reserve the right to decline any orders for clients with serious food allergies.

The following ingredients are used in our kitchen:

Milk and other dairy products; eggs; nuts; gluten; wheat; peanuts; soya; sesame

Please note that some food colourings may have an effect on behaviour in children.

Please note that excessive consumption of erythritol and fibre may cause a laxative effect.

PROCESSING AN ORDER

Processing your order starts after 24h from placing an order. Processing usually takes up to 7 working days. Sugarfree by Marta is a small, family run bakery, so we reserve the right to change the processing time. It all depends on volume of orders and during busy periods like Christmas it might take a little bit longer. We will inform you about any delays on the home page and in order confirmation. However, on occasions it might actually take less than 5 days.

We try to be as flexible as possible so if you need your order for a specific day (for special occasion etc.) we will do our best to help.

Once your order is ready, you will receive ‘Completed Order’ e-mail and delivery information.

As we are small business, we reserve the right to occasional holiday breaks which will be announced on the homepage at sugarfreebymarta.com

​DELIVERY POLICY

Any delivery charges will be applied at the checkout.

Standard mainland Britain delivery charge is £5.99. The delivery charge will be different to Islands and Highlands UK areas. If you are unable to place your order due to unavailable delivery charge please contact sugarfreebymarta@gmail.com and provide your postcode. We will calculate the delivery charge accordingly and if possible enable your postcode.

We don’t post outside of the UK.

Once your order is processed (it takes up to 7 business days), we offer 24h-48h delivery service.

Please note that it is important to be available for delivery as your goods are perishable. Please ensure that someone is there to sign for your parcel. We cannot offer refunds or replacements in the case that you fail to collect your parcel on time.  Items shouldn’t be consumed if collected/delivered after 4 days from dispatch. Please make sure you receive your parcel at the time of first delivery attempt.

If you know that you are not going to be at home please provide safe place information or alternative address.

Our normal delivery days are Wednesdays and Thursdays (very occasionaly we deliver on Tuesdays and Fridays). We can’t offer delivery on Saturday, Sunday or Monday. We can’t guarantee a specific delivery day, due to potential courier delays, however we will always aim to deliver it before the requested date. Please contact us first to ask whether requested delivery day is possible at all.

Collection of orders from Ashford in Kent is free and by appointment only.

CHANGES TO YOUR ORDER

Sugarfree by Marta aims to meet your requirements and understands that sometimes situations occur which can result in you wanting to add more items to your order. Please contact us as early as possible (within 48h from placing your order) to ensure any changes can be actioned. We can not guarantee that it will be possible, but we will do our best to help. 

​STORAGE

Our products must be refrigerated straight upon receipt and consumed within 3-5 days (please read the item description) or suitable for freezing (up to 2 months in freezer bags).

​OUR PRODUCTS

Products made by Sugarfree by Marta are made by hand and accordingly there will be minor variations in appearance. All goods are made to order, that’s why processing takes a bit longer.

CANCELLATION POLICY

Cancellation by the customer: cancellation can be made within 24h from placing an order. We will not accept any cancellation after 24h because after this time we start processing your order. All goods are individually made to order so if your item has already been baked, we are not able to offer it to someone else or re-sell it.

REFUND POLICY

Complaints are extremely rare in the world of cakes. Some complaints may require further investigation and an immediate refund may not always be possible.

  • Refunds may occasionally be offered at the discretion of the management. Refunds are only taken into consideration in circumstances where there is a clear reason to do so, for example, delivered products were mouldy, or situations where you clearly did not receive what you have ordered. Taste is subjective and a matter of personal preference, therefore we cannot issue refunds for complaints raised merely because you do not like the taste of the products you received .
  • All claims for refunds will only be entertained if received in writing within 12 hours of collection or delivery
  • Cancellation is possible within 24h from placing an order and full refund will be issued.
  • We don’t offer refunds for changing mind after 24h from placing an order
  • All our products are packed with extra care, however we can’t guarantee that they will arrive in immaculate condition. 95% of the time there are no issues, however by purchasing our products and paying for delivery, you are accepting the fact that the courier might not always handle the parcel with extra care. For this reason, our products are non-refundable.
  • We cannot offer refunds or replacements in the case that you fail to collect/receive your parcel on time of first delivery attempt or arranged collection day. 

RETURN POLICY

We don’t accept returns.

We reserve the right to change these terms and conditions from time to time and you should look through them as often as possible.