FAQ’S PROCESSING, DELIVERY & RETURNS/DAMAGES
Processing & Delivery:
How long until my order will be dispatched?
What about custom designs?
What can I expect regarding Christmas/Public Holidays, postal strikes and emergency weather conditions delays?
My order isn’t needed for a few weeks when should I order?
Delivery:
What countries do you ship to?
My order hasn’t arrived? (When you should contact us regarding a late delivery)
Returns & Damages:
What is your returns policy?
I received my order but it was damaged beyond use!
For any other queries relating to the above please contact us either via our Facebook Page or email (support@ediblecaketoppers.ie) and we will get back to you as quickly possible. Facebook preferred.
Processing & Delivery
When placing your order please ensure you choose the correct SHIPPING DATE at checkout, this should be where possible, 5 working day’s before your event NOT the date of your event. We very busy with weekly orders from bakeries and allow for a certain number of orders per day on the website, or for instance if there was a mistake in the order to allow time to rectify it. The full instructions can be seen on checkout page.
We process orders by the order of date selected at checkout.
The amount of orders that can processed daily is limited to ensure that we can fulfill each customers order in time for your event.
If the date is unavailable it means we are fully booked for that day and if there is nothing available more than 5 working days before your event you have left it too late to order, you may still place your order but please be aware you if the date of event is within 5 working days of the shipping day, you do so at your own risk and no refund will be offered if you choose not to follow advice advised when selecting a shipping date at checkout.
We aim to process your order a few days before date selected, this is not always possible during busy periods, there date selected must be a minimum of 5 working days before your event to allow time for delays. Please allow 1-3 working days (Ireland) from when you receive a shipping notification via email for your order to be delivered.
And please note if you do require your order in a hurry, please do not write this in the order notes as the message will not be seen until the order is being processed, in such cases please contact us via Facebook only to discuss earlier dispatch as our Facebook messenger is in constant use throughout the day and evenings so your more likely to get a quicker response than via email.
We post all orders with anpost with low cost standard delivery within Ireland, which usually arrives next day at the very most 2 working days after being shipped. Other shipping options are provided at checkout. Unfortunately there is sometimes postal delays, if your order doesn’t arrive within 3 working day’s of receiving a dispatch email please contact us, once again the quickest way is via our Facebook Page.
Occasionally during extremely busy periods such as Communions/Confirmations season and the Late Late Show & Xmas we sometimes have to to process orders by the date of event instead of the shipping day just to ensure everyone gets their orders in time to be fair to everyone.
Christmas/Public Holidays/Postal Strikes & Extreme Weather
During Christmas, New Year, postal strikes or extreme weather conditions, please be aware that the shipping times may be subject to change. Will we ensure items are posted as soon as possible during these times to allow for such delays.
During annual busy periods such as Christmas/New Year once the item is shipped we will not accept responsibility for postal delays based on usual shipping times. It is up to you the customer to understand there may be delays and to allow extra time for shipping during these periods.
For Custom Designs
If we have discussed a specific design, please allow us up to 7 days to provide you with a ‘finished’ image for your approval. Although it usually is much shorter turnaround for custom designs times may vary due to demand. Once you have approved the design we will print and ship your order.
***PLEASE NOTE***
When the images are printed out onto icing sheets, the color may not be exactly the same as the original. It tends to be a few shades different, but not usually that noticeable. This will be the same with any other edible printing services.
We use the best software and printers, our icing sheets are of the highest quality and our customers always comment on the high print quality compared to other vendors they have used in the past.
It also depends on the quality of the original image. All of the images that we provide are high resolution, and you can tell the difference. If it looks low quality, pixelated or blurred on the screen then imagine what this will look like on your cakes or treats please bare this in mind if you are shopping around.
If you are sending us a photo/image then the better quality (the higher resolution) you can provide, the clearer and crisp the image will be. We are not responsible for any poor quality photos/images that are sent to us, we will do our best to change the colours and brightness of the image to get the best print results.
We have exclusive software available to us to enlarge images, photo’s or artwork and we will use these where possible.
We refuse to use edible imaging software like the majority of other edible image providers, the quality is low res and editing capabilities are limited, we are graphic designers and use the best software specifically for graphic design to produce our designs.
It is always best to check the size and quality of the image provided on a desktop computer beforehand as mobile images may appear must larger and clearer than it it actually is.
If there is a issue with the image provided we will email to let you let you know the quality won’t be sufficient. We do not offer refunds based simply on the fact you don’t like it because you’ve chose to a small/poor quality picture.
When to order and what delivery date to select
When your placing an order on the website if your event is over two weeks away choose a shipping date closer to the time.
In the summer especially when it’s hot and humid and you want the print to be as fresh as possible.
Also just out of courtesy of others that need their orders before you with the limited spaces offered daily.
You can order in advance but select a shipping slot closer to the time and your order will be processed and shipped then.
Delivery Countries
We ship worldwide but please allow extra time to allow for any delays when shipping internationally.
DELIVERY TIMES MAY VARY DURING THE COVID-19 PANDEMIC & THE REPRECUSSIONS OF BREXIT PLEASE ALLOW AT LEAST TWO WEEKS FOR ANY COUNTRIES OUTSIDE OF IRELAND.
Late Orders
Please use delivery section as a guide to estimate of when you should contact us regarding a late delivery. The eta starts from the date of dispatch. You will receive a dispatch notice via email.
If it is within the time frame estimated it is not yet classed as late. And no replacement will be sent until at least one day over the ETA which is provided to us by our postal service (UK, USA & Canada, EU & the rest of the world)
For irish customers, if you item hasn’t arrived on the second business day after dispatch let us know so we can send a replacement the same day.
If such an event should occur please contact us as soon as you can so we can try to get a replacement out to you before the date of your event. We only offer store credit for postal delays.
Returns & Refunds
We do not accept returns on orders, items cannot be re-used or resold.
If there has been a grammatical error on your item and we are at fault we will replace the item or offer a refund but only if there is not enough time to resend the item.
NO REFUNDS will be offered if you fail to read the important information regarding selecting a suitable shipping date as instructed at checkout if the order has already been dispatched! The instructions are not difficult, but necessary given these are personalised edible products, they take time to make and not as simple as when your purely ordering an retail item that is ready to be packaged and shipped immediately. So please have patience.
Store credit will be offered if your order is too late for your event due to any late postal delays.
Damages
Please contact us to discuss this further as additional information may be required.
We would also appreciate if other ‘edible image suppliers’ would refrain from copy and pasting the information and/or designs from our website or/and Etsy Store.
