Find answers to common questions about Products, Shipping & Delivery, Customization & Special Orders, Orders & Payment, Gift Cards, General Info, and Returns & Exchanges.
How do I contact customer service?
You can contact our customer service team via email at support@confection-u.com. We’re here to assist you with any questions or concerns you may have.
Do you have a physical store or showroom?
No, for now, we don’t have a showroom yet. For now, we operate only online.
What should I do if I have a problem with my order?
If you encounter any issues with your order, please contact our customer service team via support@confection-u.com immediately. We’ll work quickly to resolve any problems and ensure your satisfaction.
Can I customize my baking set or marble products?
Yes, we offer customization options for both baking sets and marble products. Please contact us with your specific requirements, and we’ll work with you to create something unique.
Do you accept bulk orders for events or corporate gifts?
Yes, we do! Whether you’re planning an event or looking for corporate gifts, we can accommodate bulk orders. Please contact us directly to discuss your needs.
How long does it take to process a customized order?
The processing time for customized orders varies depending on the complexity of the request. Typically, it takes between 4 to 8 weeks. We will provide a more specific timeline once we understand your requirements.
What is the minimum order quantity for customized products?
For most products, we do not have a minimum order quantity. However, a minimum quantity may be required for certain customized items. Please contact us for details.
What materials are used in your marble products?
Our marble products are crafted from high-quality, natural marble. Each piece is unique, with its own distinct veining and coloration, making your item one of a kind.
Are the marble cake stands and plates food-safe?
Yes, all of our marble cake stands and plates are food-safe. They are designed to not only display your creations beautifully but also to ensure they remain safe for consumption.
How do I care for my marble products?
Marble is a durable material, but it does require special care. We recommend wiping your marble products with a damp cloth and mild detergent. Avoid using acidic or abrasive cleaners, as they can damage the surface. For more detailed care instructions, please visit our “How to take care of the marble products?” section.
What is the difference between 2 types of baking sets?
The baking sets are similar to two products: a turntable and a string cutter. The premium option contains a smooth aluminum turntable instead of a plastic one and a high-quality string cutter.
Are your baking sets only suitable for beginners?
While our baking sets are perfect for beginners, they are also highly valuable for experienced bakers. We believe that you can never have too many stainless steel rings, nozzles, silicone spatulas, or baking sheets. Our baking sets are designed to help you work more efficiently, allowing you to tackle multiple tasks at once, whether you’re just starting out or have years of experience in the kitchen.
What’s included in the beginner pastry kits?
Our beginner pastry kits include essential 21 baking tools:
– Plastic/ Aluminum turntable
– Stainless steel ring
– Silicone spatula
– Curved metal spatula
– Stainless steel scraper
– Acetate roll
– 2 pcs. PTFE Baking mats
– 40 pcs. Piping bags
– 6 pcs. Nozzles + Adapter
– Cake string cutter
– 50 pcs. Cake cups
– 2 pcs. Cake boards
Can I use multiple payment methods for one order?
We accept a variety of payment methods, including major credit cards (Visa, MasterCard, American Express) and pay on delivery.
How do I apply a gift card or discount code?
You can apply your gift card or discount code during the checkout process. Simply enter the code in the designated field, and the discount will be applied to your order total.
Can I cancel or modify my order after it’s been placed?
If you need to cancel or modify your order, please contact our customer service team immediately. We can only make changes or cancellations if your order has not yet been processed.
Will I receive a confirmation email after placing an order?
Yes, once your order is successfully placed, you will receive a confirmation email with your order details. If you don’t see it in your inbox, please check your spam or junk folder.
How do I apply a gift card or discount code?
You can apply your gift card or discount code during the checkout process. Simply enter the code in the designated field, and the discount will be applied to your order total.
How do I purchase a gift card?
You can purchase a gift card directly from our website. Simply choose the amount, and the gift card will be emailed to you or the recipient.
Can I send a gift card directly to someone else?
Yes, during the purchase process, you can enter the recipient’s email address, and the gift card will be sent directly to them.
Do gift cards expire?
No, our gift cards never expire. The recipient can use them whenever they’re ready.
How do I redeem a gift card?
To redeem a gift card, simply enter the gift card code at checkout. The amount will be applied to your order total.
Where do you ship your products?
Currently, we ship our products within the European Union. We are working to expand our shipping options to customers worldwide.
How long does delivery take?
Delivery within Europe typically takes between 2 to 8 days, with an average delivery time of 3 to 4 days. The exact timing depends on your location and the courier service selected.
Which courier services do you use?
We offer delivery through several reliable courier services, including DPD, UPS, and Zásilkovna. The available options for your location will be shown at checkout.
How much does shipping cost?
Shipping costs vary depending on your location and the courier service selected. If only one delivery option is available for your country, the cost will be automatically included in the product price.
Will I receive a tracking number for my order?
Yes, once your order has been dispatched, we will send you a tracking number via email. This allows you to monitor your delivery in real-time.
Can I change my shipping address after placing an order?
If you need to change your shipping address, please contact our customer service team as soon as possible. We’ll do our best to accommodate your request if your order hasn’t already been processed.
Do you cover return shipping costs?
Return shipping costs are the responsibility of the customer unless the product arrived damaged or defective. In such cases, we will provide a prepaid return label.
What is your return policy?
We accept returns within 14 days of delivery for unused and undamaged products in their original packaging. Please contact our customer service team to initiate a return.
How do I initiate a return or exchange?
To initiate a return or exchange, please contact our customer service team with your order number and reason for return. We’ll guide you through the process.
How long does it take to process a refund?
Once we receive and inspect your returned item, we will process your refund within 5-7 business days. The refund will be issued to the original payment method.
Do you cover return shipping costs?
Return shipping costs are the responsibility of the customer unless the product arrived damaged or defective. In such cases, we will provide a prepaid return label.
