FAQ

If you have a query with your order please email us at support@sweetzy.co.uk with your order number, a picture of your delivery note and a picture of your products you have purchased, the Customer Service Team will then look into your query for you.

We offer a 7 day window from your parcel being delivered to get in touch with our team regarding any issues, due to our products being perishable 

Here at Sweetzy we do our best to ensure the products you receive are of the same standard as you ordered.  However, we understand that there are some occasions where this may not happen, such as an error has been made with your order or an item has been damaged during transit.  In these instances we may need to replace or refund all or part of your order and we ask you contact our Customer Service Team via email at support@sweetzy.co.uk in the first instance

For general guidance on our returns and refunds policy please see below. 

Returns

To be eligible for a return, your item must be unused/unopened and in the same condition that you received it in.

Products which are found to be unsatisfactory will need to be returned in their original condition.

We will supply a returns label if goods are found to be faulty, unsatisfactory, damaged or there has been a picking error which is our fault. 

For all other returns the customer is liable to cover any return cost.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.  A  refund will then be issued within three working days. Please allow a further three to five working days for your refund to be processed by the payment processer.

Please Note: We are unable to offer any refunds or replacements without the goods being returned.

Refunds

Where there is an error with missing items from an order, a partial refund would be given.  This would include any picking or packing errors where items are missing from your order.  The refund will only be given against the missing items and not the whole order.

Refunds will be made back to the original payment method used when placing the order.

Exchanges
We will only replace items if they are defective, damaged or an incorrect order has been sent. 

Company Information
To return your product, please email hello@sweetzy.co.uk in the first instance.

All parcels should be returned to: Sweetzy Ltd, 7-11 Turing Park, Hethel, Norfolk, NR14 8QR

Yes, you can cancel your order providing it has not been processed.  

To cancel your order email support@sweetzy.co.uk with your order number and one of the team will get back to you. 

You are able to return orders within seven days of receipt, please follow our Return/Refund process to see how to do this. 

We do our best to get all orders out complete but on occasion this may not happen.

If a pick n mix item is out of stock, we will replace this with another sweet from your pick n mix list.  Your order sheet will show OOS against the item that is out of stock and the item/s that have been increased will show the amount they have been increased by. 

If a mistake does happens with any other part of your order, and you receive your order with items missing, please email support@sweetzy.co.uk.  To help speed up the process, if you could provide your order number and/or Delivery Note, along with a picture of the items you have received, 

If your missing items total £4 or over we will re-send these but if the missing items are below £4 we will refund them back to you. 

Please allow 3-5 working days for the refund to process.

In all circumstances, please first, check the parcels tracking with the courier for the most up to date information. Tracking information can be found under your order information if you have an account with us; or you can email support@sweetzy.co.uk to request your tracking reference.

We ask you read below to see if your query has been answered, before you contact us.

A) You have received an email to say your order has been dispatched/ your website log in is showing your parcel has been completed; but it has not arrived yet.

We allow 1-2 working days for Next working day delivery

We allow 3-5 working days for Standard delivery.

If your parcel has not been delivered and it is past this time frame we will raise an investigation with the courier in question. 

B) You have received a notification to say your parcel has arrived but it is not where the image is showing the parcel has been left.

If you have updated a safe space and the parcel was not left in the safe space, then we will raise an investigation with the courier & you will be asked to complete a form. (You will need to print, sign and then either scan or take an image of the completed form and return it to us via email)

If you did not update a safe space, and the parcel has been left on your property in a safe location, unfortunately we cannot proceed.

C) You have received notification from the courier that there is an issue/Parcel has been lost.

You will be asked to send us the email confirming that there has been an issue.

We specifically need the email to include the parcel number; and their reference (which is usually 6 digits, hyphen, 6 digits)

As soon as we have that information we can proceed with resolving this for you.

This may lead to us having to open an investigation with the courier.

D) You have received an email from the courier to say the Order has been damaged/ Assessed & Disposed of

You will be asked to send us the email confirming that there has been an issue.

We specifically need the email to include the parcel number; and their reference (which is usually 6 digits, hyphen, 6 digits)

As soon as we have that information we can proceed with resolving this for you.

This may lead to us having to open an investigation with the courier.

E) Order damaged, assessed and returned to sender or Returned to Sender

You will be asked to send us the email confirming that there has been an issue.

We specifically need the email to include the parcel number; and their reference (which is usually 6 digits, hyphen, 6 digits)

Your parcel will be returned to our warehouse, when it does, we will be in touch to organise the parcel to be resent to you.

If it is deemed that the parcel is returned to us due to incorrect address information given at checkout, we may ask you for the postage fee to be covered to be resent to you.

F) Order not left at correct address/map location

If you have updated a safe space and the parcel was not left in the safe space, then we will raise an investigation with the courier & you will be asked to complete a form.

We can see from the parcel pin drop location where the parcel has been delivered, and we may ask you to check this location to see if the parcel can be located.

Please do ensure that the form is signed, and not with a typed signature or E-Signature,

Courier systems will not accept this without a ‘wet’ signature.

You will need to print, sign and then either scan or take an image of the completed form and return it to us via email

G) Parcel says courier is waiting to receive it, but its not been updated.

The parcel has left us, and been taken to the local courier Depot, but for some reason this has not been scanned in at the depot.

We will ask you to allow up to 5 working days for this to be located and scanned in with the courier.

After this time, if it has not been updated, you can contact us and we will organise the parcel to be resent.

If your order has not arrived and you have followed the relevant option in "My Order has not arrived" section, we will raise an investigation with your courier. 

Courier Investigations;

Once an investigation is raised, the courier usually aim to respond within 5 working days. We will be given a reference number (6 digits, hyphen, 6 digits)

As soon as we hear back from the courier we will be in touch  to update you on the investigation findings.

Usually opening an investigation will trigger your parcel to be delivered.

We cannot proceed until we have allowed the courier to progress their investigation.

If your parcel cannot be located, the courier will ask that we allow 10 working days from the parcel's last scan to allow for delivery to happen.

If your parcel is not delivered within this timeframe then we ask you to contact us