Returns policy
If something isn’t right with your order, please tell us within 48 hours of delivery. Email sales@sweetie-treats.com or call 01825 767276, Monday to Friday, 8am to 4pm.
Damaged goods
If your parcel looks damaged when it arrives, please sign for it as “DAMAGED” on the courier’s device before you open it.
Then send us, within 48 hours:
- your order number
- a photo of the whole box showing the delivery label
- photos of the damage to the outer box, the inner packaging and the products
We’ll send a replacement or give you a refund. If you asked DPD to leave your parcel in a safe place, we may not be able to claim for loss or damage from the courier, so please tell us straight away if there’s a problem.
Missing items
Please check your order against your invoice when it arrives. Tell us about anything missing within 48 hours and we’ll send it or refund you.
Changing your mind
You can return unwanted items within 14 days of delivery. Items must be unopened, unused and in their original packaging. For food safety reasons, we can’t accept opened food or drink unless it is faulty.
Before sending anything back, please contact us for a returns number (RMA). Returns sent without one may be refused. You pay the cost of sending items back.
Refunds for consumers
If you’re buying as a private individual, we’ll refund you within 14 days of receiving the goods back. If you return your whole order, we’ll also refund the standard delivery charge you paid.
Refunds for business customers
For business customers, a restocking charge of £25 or 20% of the value of the returned goods, whichever is higher, may be deducted from the refund. Delivery charges are not refunded.
Specially ordered items
Products we’ve sourced specially for you, which aren’t listed on our website, can only be returned if they are faulty. Please report any fault within 14 days of delivery.
Faulty or incorrect items
If we’ve sent the wrong item, or an item is faulty, we’ll collect it at no cost to you and send a replacement or refund you in full.
Your legal rights
If you are a consumer, this policy does not affect your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.