Returns:

We have our returns policy in place to enable us to provide the best customer service possible. For any claims we receive, we will request certain information to confirm the claim is official. Please note, we do not accept returns due to food safety and hygiene. If you have any issues with your order, please email us within 24 hours of receiving the order so we can resolve this.

If you receive an item and no longer fit for purpose, you must contact us within 24 hours. The whole order must be returned in the original un-opened box, and buyer must pay for return postage (must be tracked)

 

Allergens:

If you have any allergies, please ensure you read through the description of the item prior to ordering. As the customer you are responsible for informing us immediately if you have any allergies and this must be done at the time of ordering to ensure we have everything in place to safely package up your order.

 

Refunds & Mistaken Orders:

If you accidentally place an order, please contact us immediately. We can only refund orders that have not been fulfilled. If the item has already been fulfilled, we are unable to offer any refunds due to your error.

For any orders that are received with no choices selected for Pick & Mix, we will send out a Mystery Pouch to avoid any delays with order being recieved.

 

Promotions:

Once orders have been submitted, we are unable to add or amend any promotional codes.

 

Delivery:

Our delivery cut-off is 10:00am for same-day dispatch Monday-Friday on Standard Delivery orders.

Any orders received after 10am will be dispatched on the next working day, as we only ship orders Monday-Friday unless Next-Day Delivery is selected.

We currently ship to Northern Ireland and although there is no surcharge, please allow extra time for deliveries to arrive due to Customs delays.

 

Delivery Charges:

Standard Tracked (2-3 working days) – Between £2.99 - £5.99

Next Day Delivery Tracked (1 day) – Coming Soon - Prices TBC

Day Ordered:

Standard Delivery

Next Day Delivery

Monday After 10am / Tuesday Before 10am

Thursday

 

Tuesday After 10am / Wednesday Before 10am

Friday

 

Wednesday After 10am / Thursday Before 10am

Saturday

 

Thursday After 10am / Friday Before 10am

Monday

 

Friday After 10am / Monday Before 10am

Wednesday

 

 

Some orders are dispatched with different couriers, in some cases we use DPD, DHL, Hermes and Royal Mail. Unfortunately this being the case we can not always provide tracking information with all couriers we use.

All timeframes above are estimated, and not guaranteed. Once the item is dispatched and picked up by our courier, the courier is then responsible for following these estimated timescales provided. For more information, please check your tracking information, or any queries after 5 working days, please contact us via email. Thankyou for your patience.

Lost & Damaged Parcels:

Every order is sent fully tracked, if you notice your parcel is delayed and has not moved on the tracking for 24 hours, please contact us so we can investigate. If you don't receive your parcel after the tracking information shows delivered, please contact us, where we will investigate into the location of your parcel, this can take 1-2 weeks to be completed, and we cannot issue refunds or replacements during this period.

Unfortunately, we cannot refund/replace orders until a claim has been submitted and investigated with the courier.

 

Delivery Attempts:

Our courier will attempt delivery up to 3 times before the parcel is returned to us. Please be aware you are responsible to pay any additional costs to get the item re-shipped to you.

 

Incorrect Addresses:

If your address or contact details are incorrect, please inform us immediately to enable us to correct this before your order is shipped. Once your order has been shipped, we are unable to amend any information, and are unable to replace or refund the order. It is your responsibility to provide us with correct information on all orders. To have your parcel redirected to a new/correct address, you will be responsible for paying the additional fees. Due to GDPR, we are only able to make changes if the email address matches that on the order.

 

Data Protection Act (GDPR):

We only store personal details provided (Names, Postal Addresses, Emails and Phone Numbers) for delivery purposes only. By providing this information, you consent to us using your information for delivery purposes.

We will never share your details with a Third Party.

You can opt out of our emails at any time, by clicking ‘Unsubscribe’ or contacting us directly via email.

 

Out of Stock Items:

Occasionally, we may run out of stock on certain items. We try to keep the website as up to date as possible, but sometimes this is not possible.

If an item is out of stock within your pick and mix selection, we will double up on other selections, to avoid any delays.

If any other items are out of stock, we will contact you, to confirm if you would prefer a refund or replacement on those items.

Please be patient and polite to our customer service team. Our team will always be on hand to help and we want to give our customers the best service possible, rude language and threats will not be tolerated.

 

Terms & Conditions:

When placing an order through us, this is you as a customer confirming too all agreements and understanding all listed and stated above.

For any further questions or wanting to contact us for any reason

Please contact our email: info@royalsweetmix.com