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, we are all human after all.  

If a mistake does happen 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.