How much notice do you need to create my order?

All orders are added into weekly work schedules. What this means is that orders are placed for a completion date of a Friday closest to your date required. As I work with many baby welcoming clients, and with the unpredictability of baby arrivals, orders are accepted at a limited capacity in order to be flexible for early baby arrivals or perhaps even delayed orders (in case a baby needs to stay in hospital longer than expected).

In short, its not about notice- its about booking in your order for the required date and securing your spot in my schedule. My advice is to secure your date by locking it in.

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What if I have a baby welcoming favour order and the baby has arrived earlier than expected and I need my favours earlier than scheduled?

We understand that babies can be unpredictable. We pride ourselves on flexibility and being able to cater to these unpredictable situations. If you have a newborn favour order and the baby arrives prior to the 'order date required' , please contact us as soon as possible to let us know. Generally we have a 7-9 day turnaround. Depending on your order we may be able to complete it faster however, some items take longer to make and some orders have several suppliers involved. Please stay in contact with us regarding changes to the date required.

 

Do you do rush orders or last minute orders?

Unfortunately, last minute orders might not be accepted depending on the weeks’ work schedule. Orders take time to plan and coordinate and there is a heavy reliance on external supplies and suppliers to complete an order. For this reason , rush orders or last minute orders, if accepted, will incur a $50 rush fee to cover the costs associated with the shortened timeframe.

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How does ordering work? What’s the process?

1. Fill in the Contact Us form include as much information as possible relating to colours, designs and quantities.

2. Once sent through, theSUGARcollective (tSc) will review your order, confirm availability for the required date and email through an invoice to you for the order. There may be some communication to ensure all details sent in the invoice are correct.

3. Once the non-refundable deposit is received, tSc will contact you via email to let you know your order is locked in and no further changes can be made.

4. Designs, fonts, colours and will be discussed 1-2 weeks prior to the required date and drafts will be sent through for your approval. (if applicable)

5. All fresh goods such as chocolates, cookies and other edibles are created THE WEEK your order is due to be completed – this ensures you get to enjoy the longevity of your edible favours without worries.

6. Once your order is ready to be delivered or be picked up you will receive a notification, this will include tracking information if applicable or pick-up instructions. Most Sydney delivery orders are handed over by Mish (tSc owner). Cash balances to be finalised upon delivery of pick up of your order.

 

Where are you located?

We are located in Sydney, NSW Australia. We offer pick-up from Revesby 2212. The address is only supplied to pickup orders once the order has been completed and is ready for pick up.

theSUGARcollective owner Mish generally delivers all Sydney orders marked for delivery. Alternatively a trusted courier service is engaged.

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Australia wide postage is available – All orders are shipped through Australia Post via Express post to minimise handling and reduce the risks of damages. Please note if you are interstate you will not be notified of the cost of postage until the order is completed and the size and weight of the package is established. An estimate of the price can be provided however the true cost can't be established until the package is ready to be sent. This cost will be payable in addition to the final balance ahead of the package being sent out. Furthermore, all orders are packed with care and once in the possession of Australia Post, tSc assumes no responsibility for loss or damages to the order.

 

Returns/Refunds/Cancellation

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Please choose carefully as all items are made to order. Due to the personalised nature of favours & custom pieces unfortunately we do not offer refunds or exchanges.

Orders cannot be cancelled- we understand that circumstances may change and we are willing to work with you to discuss alternatives. Please note, once the deposit is received- it is used to purchase and order stock and work commences immediately with that deposit- please note the DEPOSIT is NON-REFUNDABLE.

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I want to order something but I cannot find exactly what I am looking for?

theSUGARcollective’s specialty is custom favours for all occasions. This online catalogue is just a small exhibit of items commonly ordered. If there is something specifically that you are interested in or if you are just unsure of what options may be out there, we encourage you to contact us to discuss your ideas. The options are endless and we can work together to come up with something you will love. You can also check out our social media for more images and ideas.

 

TERMS & CONDITIONS

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DELIVERIES-

Most Sydney-wide deliveries are conducted by Mish (owner of tSc) and handed over to customers directly and done so in a safe and secure manner. If Mish is not available to deliver, a trusted delivery driver service is appointed.

For orders picked up either by customers or anyone else sent to collect the order:

ONCE GOODS HAVE BEEN COLLECTED/SHIPPED, THESUGARCOLLECTIVE ASSUMES NO RESPONSIBILITY FOR DAMAGES TO GOODS

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PICKUPS- 

Please handle with care, carry boxes flat and place on a flat surface in the vehicle. Do not leave in vehicle for extended periods of time (in particular in summer time) and refer to any offered care advice provided upon pickup.

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POST-

All goods shipped via Australia Post, COURIERS Please, or Sendle, are packaged with care. All goods are packed with various protective wrappings and although we haven’t encountered any postage damages in the past, we need to advise:

theSUGARcollective assumes no responsibility for damages which occur during the postal/delivery process.

All orders are shipped via express post to minimise handling and reduce the risks of damages.

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EXTERNAL DELIVERY / COURIER DRIVERS-

theSUGARcollective is in no way affiliated with or responsible for the conduct of delivery drivers, Ubers and other persons involved in delivering the goods. Once they leave our possession, we have no control over the order.
 

EXTERNAL SUPPLIES -

Goods provided by external suppliers (acrylics, labels, stickers, packaging, embellishments, prints, florals, signage, prints, packaging, foiling, books etc) are outside of theSUGARcollective’s control. We will do our best to ensure products are to our acceptable quality and standards. If for some unforeseen reason we are unable to obtain the goods required from external suppliers, or the quality isn’t up to our standard, we will inform you of alternate goods or reimburse you.