When can orders be cancelled?
We are able to cancel your order whilst within the order processing status, however once the order status has changed to Order Completed and/or Dispatched to the courier, orders cannot be recalled or stopped by cancellation.
What if I don’t want my order anymore?
If the order is delivered and the items are unwanted and you wish to cancel your order you may do this within your rights of the Consumer Contracts Regulations 2013. You are obliged to retain possession of the goods and take reasonable care of them and ensure you inform us by email to firstname.lastname@example.org with your name, address, email address and telephone number and details of the order you wish to cancel within 14 days of receiving the goods or services.
Please ensure you return the goods to us within 14 days of the cancellation (at your cost) and we strongly recommend using insured postage to the value of the goods as no refunds will be issued on goods that arrive damaged). We do not arrange collections for unwanted items. Please fill out the reason for return on the reverse of the delivery note and enclosed this with the product(s) being returned. Please package up securely and please remove any original dispatch labels.
When will I receive my refund?
We will reimburse to you the amount in relation to the goods to which the cancellation rights apply this includes the initial cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard least expensive method of delivery). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is either as a result of negligent handling by you, signs of damage or tampering or damage caused during transit of the goods back to us any of which may render the goods unsaleable). We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.
Our usual order cancellation, returns and refund policy does not apply for bespoke 'made to order' goods or perishable goods which cannot be returned unless faulty.
What if my order is damaged during transit or faulty on receipt?
Sparkle & Pop will provide a replacement, credit or full refund if a breakage occurs during transit or for products that are faulty. We must be notified of damaged or faulty products within 3 working days of receipt. We may require the faulty products to be returned to us so please keep all the original packing. In order to process a refund or replacement due to damage or breakage, a photograph of the damaged goods may need to be provided.
What if the gift box is damaged?
Where there is an upcharge for a gift boxed item over a standard bottle and a gift box is damaged, we will refund the difference paid. If there is no price difference or a gift box is standard then no refund can be applied. Items are sold for the bottle and contents but where we consider the gift box to be intrinsic to the product then a replacement may be sent. Boxes for the large format bottles, whilst attractive, are considered to be protective in nature and therefore any damage to these in transit is not eligible for replacement or refund.
If any replacements are required to be sent, this will be sent using a courier service by Sparkle & Pop at our cost. Should these be returned to us by the couriers following delivery attempts and or a card being left, any further redelivery costs will not be met by Sparkle & Pop.
We reserve the right to refund and not to replace damaged or incorrect items at our discretion. This includes refunding for part sets. Promotional products that are added/included at no extra charge cannot be refunded if damaged or replaced without a subsequent postage charge being applied, and are subject to availability.
What about international orders?
On international orders, any breakages or damages of parts thereof will be refunded and not replaced. In order to process a refund due to damage or breakage, a photograph of the damaged goods may need to be provided and we must be notified of damaged or faulty products within 3 working days of receipt of the goods.
What happens if the wrong product has been sent?
In the event, the products delivered are different to those ordered, we must be informed of this within 3 working days of the receipt of the goods received in error. We will investigate the dispatch of your order by reviewing any relevant CCTV footage and will arrange a collection of these goods as necessary. Items that are tampered with or consumed will not be refunded.
All credits or refunds for unwanted items will be issued within 14 days after the goods have been received back with us, other than the payments for delivery. Refunds for the goods received back will not be issued where there are signs of tampering or damage which in any way diminish and render the goods unsaleable.
What happens if my order is despatched but I don't receive it?
In the event, your order is despatched yet you do not receive it within the stated delivery time, we must be informed of this within 2 working days so an investigation can be carried out by our courier without delay. If after this investigation, the parcel cannot be located we will offer you a full refund or a replacement.
What is the case for free deliveries?
For returns where the promotional "Free Delivery " has been selected, if the whole order is returned or where the return of an item or items takes the value of the order below the threshold set to qualify for free delivery, then the delivery will be charged for at the Standard Delivery rate. This will be deducted from total amount of the refund due. For returns where a promotional item has been included, if the return of an item that includes a promotional discount applied to all or part of the order, or a promotional product is returned, then the discount applied will be deducted from the refund due and/or the promotional item must be returned as well.
Please see our full Terms and Conditions for further details.