Terms & Conditions The Sweetie Co
We reserve the right to refuse service to anyone for any reason at any time without explanation or notice.
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.
Our Services may contain links to third-party web sites or services that are not owned or controlled by The Sweetie Co.
We do not assume responsibility for the content, privacy policies, or practices of any third party web sites or services. You further acknowledge and agree that The Sweetie Co. shall not be responsible for any connections made with these third party services.
Our direct to customer products are not for resale. If you would like to stock our products, please visit our Trade & Wholesale page to register.
We are closed on weekends. Any queries sent during this time will be responded to on the next available working day.
Although we will always to do our best to make sure that all information, including pricing and weights, on our website are accurate, there is a chance that some items may be listed incorrectly. In these cases, we will provide a refund at our discretion to fix this mistake where necessary.
We reserve the right to refund and cancel any orders, without explanation or notice.
We reserve the right to withdraw products at our discretion at any time.
We have made every effort to describe the products shown on this website as accurately as possible. Pictures are examples of the products for website purposes. You agree and are aware that what you receive may differ in content.
Packaging can vary for each product. The packaging shown may differ slightly to accommodate any posting requirements.
Ingredients are updated as soon as we are provided with the relevant updated information. If you have any concerns at all regarding ingredients, please get in touch: [email protected]
Our sweet selection is changing regularly and therefore the contents that you receive in your sweet boxes will also change regularly.
Allergens: Please note that our sweet boxes are all made in the same vicinity and may contain milk – wheat – Soya – Egg – Nut Traces. Our full list of products available and the ingredients can be found on each product. Please contact us to request any allergen specific information relating to individual products: [email protected]
If you have a severe allergy please notify us before purchasing so we can advise of the most appropriate products available for you.
Please ensure that any spelling is correct for personalised gift notes. We will not be held responsible, nor offer refunds for any spelling errors.
Refunds & Returns
We are unable to accept returns under any circumstances due to health and hygiene regulations.
Refunds cannot be given on undelivered or refused packages, or on bespoke products – This includes Build A Box products.
For non-bespoke products, that are returned to us following a refusal or non-delivery, a refund may be considered, at our discretion, following an investigation, and confirmation of return.
Where refunds are provided, at our discretion, postage costs incurred will not be included.
We are unable to compensate for any issues after 28 days from ordering.
Should you be unhappy with your order or there is an issue with your purchase, please get in touch.
A rolling month by month subscription applies.
You can cancel your subscription at any time up until 14 days before your next monthly payment is due. Any cancellations after this will be charged their next order and cancelled thereafter.
Amendments can not be made to your order once the order has been processed.
Should you have a query about your order please get in touch via email: [email protected]
All payments made via our website are made via our secured payment portal.
If you have a questions regarding a product please enquire before you place your order. Once orders have been placed we can not amend them.
Build-a-box: Whilst we try to maintain stock levels on the build-a-box section daily, individual products may go out of stock with short notice. If a product is unavailable upon packing your sweet box, a substitute will be provided in the form of additional 50g scoops from the sweets you have already selected (or similar sweets to those unavailable) to make up the weight.
Build-a-Box: Please note that our build a box option is a selection of mixed sweets, chosen by the customer. These are not individually bagged sweets, they are placed together in the same bag in 50g scoops. All build a box sweets are mixed together and sold in clear, sealed bags for freshness.
For mixed sweets including Build a box & pre-mixed pick & mix boxes, we recommend these are consumed within 28 days of purchase. We can not be held responsible for any reduction in quality due to storage conditions.
Checkout page checkbox: I understand that my order may be delayed in transit due to the delays at Royal Mail – By acknowledging this statement, you understand that we are unable to process refunds based on delays within the Royal Mail and/or courier system.
If you believe that items are missing from your order, you will need to contact us on [email protected] within 48 hours of receipt of delivery with photographic evidence of the packaging and the contents of your order. If we don’t receive further evidence that we request, or a response (depending on what is required) within a further 48 hours after our email acknowledgement, we will not be able to take further action. Please note that we must be allowed time to investigate, and if you are not able to provide the evidence we request, we will not be able to take further action.
Discount codes can not be used against subscription boxes unless specifically stated.
Our discount codes are not to be used against our trade orders unless otherwise stated.
We reserve the right to block single users from using discount codes if we feel that said discount codes are being used inappropriately or against our policy.
If you are allocated a discount code, they must be used within 3 month of allocation, unless specifically stated otherwise.
We reserve the right to withdraw discount codes at any time without explanation or reason.
Unless specifically stated otherwise, all of our coupons and discount codes cannot be used in conjunction with other coupons or discount codes, or used on ‘sale’ items.
Our mailing list sign-up discount code is not applicable to American Products, Bundles or Tuck Shop Products. This discount code cannot be used in conjunction with other coupons or discount codes, or used on ‘sale’ items.
Should you receive a coupon/discount code within your order, this will not be applicable to our American, Christmas or Easter products, and may only be applied once per customer, even if you receive that same code again.
You the customer are solely responsible, and you use the service provided at your own discrepancy.
We aim to post all orders within 2 working days of order placement. Order by 12pm on Express Shipping for same-day dispatch. Orders placed on weekends or after 12pm on our Express service, will be dispatched the next working day. Orders placed on our Economy shipping service will be dispatched within 2 full working days. During our extremely busy periods, Economy postage orders will be dispatched within 3 working days at the very most. Orders placed with our Express shipping option, or with Royal Mail 1st Class Tracked will take priority.
Weekends and bank holidays do not count towards a working day.
We do not post out on Bank Holidays.
We will not be held responsible for postal delays. We are unable to refund your order based on postal delays.
A parcel can only be classed as missing after 14 days.
If the address provided during checkout is incomplete or incorrect, we will not be held liable for missing, misplaced or otherwise ‘claimed/stolen’ deliveries.
Subscriptions: Your order will be posted within two working days (Monday – Friday) following your cleared subscription payment.
Please contact DHL, DPD or Royal Mail for information regarding postal delays.
Whilst rare, Royal Mail requests up to 14 days for deliveries during busy periods. If your order has still not arrived within this time, please get in touch.
Economy delivery service is sent via Royal Mail and deliveries can take up to 10 working days. Please note there may be delays to these services during their busy and peak times – please refer to the royal mail website for the most up to date information.
If Royal Mail state that a parcel has been refused by the recipient, or that they were unable to deliver for any reason, we require another delivery fee to resend your package. If a refund is required (only on non-bespoke products), then the refund will be minus shipping costs.
Economy delivery will only be available for parcels weighing up to 2kg.
Orders placed with our express shipping service shipping will take priority.
Our Express Shipping service is either sent with DHL or DPD, at our discretion.
Our express shipping service can occasionally be subjected to delays with the postage service provider which are out of our control. We cannot be held responsible for delays to this service. Please use the tracking information provided by the courier to track your parcel when using this service.
Express Shipping does not cover the following locations within the UK: Channel Islands, Isle of Man, Northern Ireland, Scilly Islands and the Scottish Highlands and Islands.
If there is an unsuccessful delivery attempt with our DPD shipping service, and no alternative options have been requested via the SMS/email notification, then DPD may take your parcel to a pickup shop. We have no control over this. If you are unable to collect from the pickup shop, and the item gets returned to us, you will be refunded for your parcel, minus the original delivery fee you paid, and the return costs that DPD charge.
If there is an unsuccessful delivery attempt with DHL, they will automatically default to delivering to a neighbour. If your tracking states that your parcel has been delivered, please check with your neighbours. If your neighbour has taken responsibility for your package, we are unable to provide any refunds/replacements.
If our express courier (DPD/DHL) state that a parcel has been refused by the recipient, or that they were unable to deliver for any reason, and your parcel is returned to us, you will be automatically refunded for your parcel, minus the original delivery fee you paid, and the return costs that the courier charges.
Our couriers do not deliver on weekends or bank holidays.
Express Special – Reduced Rate Shipping.
Our reduced rate Express Shipping offer, when spending over £25, is only applicable in certain areas where we can offer an express service. This will only be applied if you can see the shipping method “Express Special*”. This offer is not applicable in the following areas: Teignbridge, British Forces Post Offices, British Overseas Territories, Isle of Man, Isle of Wight, Northern Ireland or the Scottish Highlands and Islands. If you have a query regarding your specific area, please get in touch with us directly, and include your postcode.
Please note that the total must be £25 or more after any applicable discount codes are used. This cannot be applied retrospectively. Reduced Price Express Shipping for orders valued over £25 only applies to individual addresses. If you are shipping to multiple addresses under one order, delivery charges will apply to all other addresses.
Free Express Shipping
Our Free Express Shipping offer, when spending over £45, is only applicable in certain areas where we can offer an express service. This will only be applied if you can see the shipping method “Free Express Shipping”. This offer is not applicable in the following areas: Teignbridge, British Forces Post Offices, British Overseas Territories, Isle of Man, Isle of Wight, Northern Ireland or the Scottish Highlands and Islands. If you have a query regarding your specific area, please get in touch with us directly, and include your postcode.
Please note that the total must be £45 or more after any applicable discount codes are used. This cannot be applied retrospectively. Free delivery for orders valued over £45 only applies to individual addresses. If you are shipping to multiple addresses under one order, delivery charges will apply to all other addresses.
Although we do deliver to Northern Ireland, we have had to limit the weight to 2kg per order. If you find that there are no shipping options available to a postcode in Northern Ireland, please reduce the number of items within your basket. As an example, you may only have 40 scoops within one build-a-box, but if you have 20 scoops in each of two build-a-boxes this will put you over the weight limit because of the additional packaging.
Orders sent to the USA will be delivered by DHL.
Orders shipped internationally are weight-based, and include weights for packaging. The shipping cost will vary depending on the weight of the products in your order. As an example, if you order a 2kg box, it will actually weigh over 2kg with the packaging.
Dispatch time for international parcels is 2-3 working days, and please allow up to 5 working days for delivery after dispatch.
You can track your order using the tracking number you receive in your dispatch email.
If you believe that your parcel has gone missing, please contact DHL directly. In busy periods, please allow up to 10 working days for delivery from dispatch.
If the tracking states that your parcel has been delivered, but you have not received it, we would recommend checking with your neighbours. If you believe that your parcel has been stolen, we would recommend contacting your local police department. We will not be held liable for lost or missing parcels when DHL state that they have been successfully delivered.
If DHL state that a parcel has been refused by the recipient, or that they were unable to deliver for any reason, and your parcel is returned to us, you will be automatically refunded for your parcel, minus the original delivery fee you paid, and the return costs that the courier charges.
Any local duties and taxes are to be covered by the customer.
Our couriers do not deliver on weekends or national holidays.
Orders shipped to the US, will be sent on DHL ON-DEMAND DELIVERY (DHL ODD). This offers the following free delivery options:
- Deliver my package on Another Day: Scheduled delivery
- Deliver my package to Another Address: Alternate Delivery to work or family.
- Deliver my Package at a Safe Place: Authorise Shipment Release.
- Deliver my package with Neighbour: Leave with neighbour, reception or guard.
- Deliver my package at a DHL Service Point:Hold for Collection.
- Request my Hold My Package: Vacation hold safekeeping up to 30 days.
Once dispatched, you will receive a notification from DHL EXPRESS ON-DEMAND DELIVERY
ODD will provide you with email/SMS updates about your shipments progress and estimated delivery date/time.
When the shipment doesn’t fit your schedule the 100% free service enables you to choose the time and place of delivery. Giving you maximum flexibility and greater control over your shipment.
Fresh For Christmas
With our “Fresh for Christmas” delivery option, we will make sure your sweeties are delivered at a time when they can be enjoyed as fresh as possible for Christmas.
For mixed sweets including Build a box & pre-mixed pick & mix boxes, we recommend these are consumed within 28 days of receipt, so we will start sending any orders placed on our “Fresh for Christmas” delivery option on the week commencing 29/11/2021.
This delivery option will be a flat rate of £3.49. Anything over 2kg will be sent with DPD, and anything under 2kg will be sent with Royal Mail. You will receive an email when they are dispatched, stating which service they are being sent on. All sweets ordered on this delivery method should arrive by 21/12/2021.
Click & Collect
We are pleased to now offer a click and collect service for local customers! Place your order as normal and then choose “Click & Collect” at checkout – Then you’ll be able to collect your sweeties after 2 working days, from 10am-3pm, Monday – Friday.
This means that if you order on:
- Monday, you’ll be able to collect Wednesday
- Tuesday, you’ll be able to collect Thursday
- Wednesday, you’ll be able to collect Friday
- Thursday, you’ll be able to collect Monday
- Friday, you’ll be able to collect Tuesday
- Saturday, you’ll be able to collect Tuesday
- Sunday, you’ll be able to collect Tuesday
If this option doesn’t appear to you, it means that you currently live outside of our accepted postcode area. We will look at growing this area in future, so please do keep an eye out for updates!
Local DeliveryIf local delivery doesn’t appear at checkout, it means that you currently live outside of our accepted postcode area. Please note that if your address is hard to find, you should leave directions within the order notes section at checkout, including any specification of a safe place to leave your sweets if you are not in. If we attempt to deliver but are unsuccessful and we haven’t been informed of a safe place where we can leave your parcel, your delivery will default to a collection service. Your sweets will be available for collection 10am-3pm, Monday – Friday.
Covid19: Please note that we are experience delays through all delivery services throughout the covid19 pandemic and you must allow a minimum of 14 days for deliveries on our economy postage services.
Many of our products are available to our trade customers. If you wish to become a stockist, please visit our Trade & Wholesale page to register.
Our full trade terms and conditions can be found on approval and request.
The Sweetie Co. Ltd Registered in England & Wales
Company No: 12620294 | VAT No: 349 9779 18
Registered Office: Unit 7 Black Swan Business Park, Black Swan Road, Dawlish, EX7 0FQ
If you have a query about our products or placing an order with us, please get in touch via our contact form or email before placing your order: [email protected] We will always aim to respond to all enquiries within 24 hours during office hours. Please note: Response times may be extended during exceptionally busy periods.
If you have any questions about these terms and conditions please get in touch.