Shipping & Returns

All shipments are made from the United Kingdom. We use a combination of surface mail, and couriers as appropriate.

Shipping Price - We charge shipping based on the weight of your total order, the shipping rates are linked directly to the royal mail first class packet rates, we add a little for the cost of the boxes and packaging material and then we have to charge VAT on top (not our choice), we think this is the fairest way as we're charging you what it costs us to post it to you. Shipping rates start at £2.14 plus VAT for a couple of cutters under 100g, to around £6.10 inc VAT for a large gingerbread house with sweeties that weighs 1.2kg and go up according to the weight of the total order. If you wish to know what your goodies are going to cost to ship you'll need to put everything in your shopping basket, complete your address and start the checkout procedure. If you think the shipping charge is excessive for your order please call us on 0870 766 8290 and we'll check it out.

Shipping time - this varies from 48 hours up to 5 working days, after your payment has cleared, the actual delivery time depending on destination and the carrier used. You can check on shipping status at this website. If you need something urgently, please enter this in the comments section or call the office on 0870 766 8290 and we will advise if this is possible or not and the additional shipping charges. If you need your items really, really urgently or by a guaranteed date please, please, please CALL US and speak to us live (we like talking to our customers anyway, it gets us away from the computer) to make sure that we don't miss the comments in your order. Splat like happy customers but we are human and our psychic powers are pretty useless so please help us to make you a happy Splat customer.

Courier, DIY Kits and Fragile Items - DIY Party Kits, orders worth over £50 and orders containing fragile items are usually sent by courier. They will require a signature on delivery and if there is no answer at the delivery address the items will be taken back to the depot to await your collection. Items not collected within 5 working days are returned to our Head Office and we incur a hefty non-deilvery charge. This will be passed onto our customers if this happens and if you require redelivery then we will have to charge you an additional shipping charge, if you require a refund on your order then the non-delivery charge and original shipping charge will be debited from the refund. In order to avoid this we notify you when your order is due to be shipped so if you are going to out please leave a note on your door with instructions on where to leave the items. It is your responsibility to take delivery of the items once they have been shipped, unfortunately we cannot come and sit on your doorstep to await delivery of your items for you, as much as we would like to because we know you probably make a lovely cup of tea!

Please note that you are responsible for any customs duties or addtional local sales taxes. This will not normally apply to destinations within the European Union.

ReturnsWe are sure you will be happy with your order, however, if you are not satisfied with your purchase please return it in good condition and in original packaging within 7 days of receipt and we will refund you. We do not have the facilities for repackaging as we are not as big as Marks and Spencers, which is why we any items to be refunded have to be returned in the original packaging so they can be sent out to another customer immediately. If you have ordered a DIY Cooking Kit we will not refund if we have emailed or sent over the How to Run a Cooking Party and Stay Sane Guide, Ingredients and Utensils Lists. If any of your items arrive damaged or broken we must be notified of this within 48 hours of receipt so we can take this up with the delivery agent concerned and arrange a replacement or a refund. Unfortunately we are unable to replace or refund any items reported damaged after this time.

Sprinkles, icing, glitters and other edibles - please note we are unable to accept any returns on these items for food hygiene reasons, even they are unopened.

Please note, however, when sending a return, the parcel is your responsibility until it reaches us; we strongly recommend that you send it registered post. Once the parcel has been received we will issue a refund providing it is returned in it's original packing with all stickers in place and in a suitable condition for immediate resale. We regret that Postage and Packing cannot be refunded. This does not affect your statutory rights.

If we send you the incorrect item by mistake and you return the item to us we will refund postage based on first class mail rate - sometimes we do lose the plot but we find that a cup of tea really helps.

Out of Stock items - Sometimes the website tells fibs and says there are items in stock when they've all been sold. This is usually down to us at head office, actually it's usually down to the office and party team 'borrowing' items for parties and events and forgetting to take them out of stock on the website. We get yelled at a lot by the warehouse team and we do try hard but must try harder to remember to update the website. If the warehouse team go to fulfil your order and discover that we're out of stock of any items then we will email you to ask if you would like an alternative or a refund. If we do not hear anything within 24 hours we'll assume you want a refund and will send your order with a refund attached. Unfortunately we will NOT put items on back order, so if we are out of stock please click on the 'notify me when this is back in stock button' and reorder when it's back in again.