Welcome to Sugar Story. By accessing our website, placing an order, or using any of our services, you agree to the following Terms and Conditions. Please read them carefully before placing an order through our website.
1. General Information
Sugar Story is a bakery and dessert brand based in Kolkata, West Bengal. All products listed on our website are subject to availability, preparation capacity, delivery feasibility, and operational conditions.
By placing an order with Sugar Story, you confirm that the information provided by you is accurate, complete, and suitable for order processing and delivery.
2. Order Placement
All orders must be placed at least one day in advance for next-day delivery or pickup. The website accepts next-day orders until 6:00 PM for the afternoon delivery slot.
Once an order is placed successfully, customers are advised to carefully review the order details, including product selection, delivery date, delivery slot, address, contact number, and any special instructions.
Sugar Story will not be responsible for delays, failed deliveries, or incorrect fulfillment caused by inaccurate or incomplete customer information.
3. Delivery and Pickup
Sugar Story offers two delivery time slots:
- 09:00 AM – 02:00 PM
- 02:00 PM – 07:00 PM
Orders will be delivered anytime within the selected time slot. We do not guarantee an exact delivery time.
Customers may choose pickup if they have strict time constraints. In case of pickup, the customer is responsible for collecting the order within the selected or confirmed time.
4. Surprise Orders
If you are ordering for someone else as a surprise, please provide a contact number that is available for logistics coordination.
Sugar Story does not share order details such as pricing, billing information, or surprise messages over phone calls or text messages, except where required for delivery coordination.
5. Product Images and Customization
Product images shown on the website are for representation purposes only. Since bakery products are handmade, slight variations in design, color, decoration, size, and finishing may occur.
For customized cakes or desserts, customers must provide clear instructions at the time of ordering. Sugar Story will try its best to follow the provided customization details, but exact replication may not always be possible.
6. Cancellation and Refund Policy
Orders may be cancelled up to 48 hours before the delivery or pickup date.
A 10% cancellation charge will apply to all cancellations.
Same-day cancellation is not offered, and no refund will be provided for same-day cancellations.
Customers must contact Sugar Story within our communication timings for cancellation-related requests:
Monday to Saturday: 10:00 AM – 6:00 PM
In case of unforeseen circumstances, Sugar Story holds the right to cancel and refund any order within 48 hours of fulfillment. In such cases, customers will be notified in advance.
7. Delays and Operational Conditions
In cases of unavoidable weather conditions, festive rush, high operational load, traffic issues, or other circumstances beyond our control, deliveries may be delayed.
Sugar Story will make reasonable efforts to keep customers informed in such situations. We request customer cooperation during such unavoidable delays.
8. Pricing and Payments
All prices displayed on the website are in Indian Rupees unless otherwise mentioned.
Prices are subject to change without prior notice. However, once an order has been successfully placed and confirmed, the price applicable at the time of order placement will apply.
Orders will be processed only after successful payment or as per the payment option available on the website.
9. Customer Information and Privacy
When you place an order, Sugar Story collects necessary personal information such as your name, billing and shipping address, contact number, email address, and payment-related details.
This information is used only for order processing, delivery coordination, customer support, and order updates.
Sugar Story does not sell your personal information to third parties.
10. Communication
Customers can contact Sugar Story during the following hours:
Monday to Saturday: 10:00 AM – 6:00 PM
Sunday: 10:00 AM – 4:00 PM
For support, order-related queries, cancellations, or delivery coordination, customers may contact us using the details provided on the website.
11. Right to Refuse or Cancel Orders
Sugar Story reserves the right to refuse, cancel, or modify any order due to product unavailability, incorrect pricing, incorrect customer information, delivery limitations, operational constraints, or unforeseen circumstances.
If an order is cancelled by Sugar Story, the customer will be informed and eligible refunds will be processed as applicable.
12. Use of Website
Customers agree not to misuse the website, attempt unauthorized access, interfere with website functionality, or use the website for fraudulent or unlawful purposes.
Sugar Story reserves the right to restrict access or cancel orders if any suspicious, abusive, or fraudulent activity is detected.
13. Contact Information
For any questions regarding these Terms and Conditions, please contact us:
Sugar Story
Ground Floor, Asthana Building, 374, Madurdaha, Hussainpur,
Kolkata, West Bengal, 700107
Email: sugarstory.sa@gmail.com
Phone: 098360 32121
