FREQUENTLY ASKED QUESTIONS
Q. I want to purchase multiple items from your store, can you offer me any discounts?
A. We would be happy to review any discount options for orders over the value of £25.00. The simplest way to do this is to add all items in your basket and select ‘Request total from seller’ at checkout. We will then review your order and if possible, send you an amended invoice or contact you.
Q. Do you have all these items in stock?
A. No, is the real answer. theOnlineSweetShop strives to ensure we only provide our customers with the highest quality of sweets and although we stock a wide range of items we believe that it is better to source the products as they sell to preserve the freshness of the sweets.
Q. What if I change my mind?
A. We are happy to amend or cancel any order providing this is prior to dispatch.
Q. Do you have special offers?
A. We regularly introduce new lines and promote both our best sellers and seasonal products alongside a dedicated special offers section on our store.
Q. Can you make me a bespoke order just for me?
A. We are more than happy and really enjoy creating special bespoke orders. Please let us know the details and we will do our best to accommodate.
Q. What if the item I purchased is out of stock or not available?
A. If your product is temporarily out of stock we will let you know how long it will be before it’s available with the option to choose an alternative or cancel your order. If you want to wait for your chosen item then we will hold your order until it can be sent in its entirety.
Q. Do you offer combined postage?
A. Yes we do. We have rules set for combined postage on multiple orders but are happy to review the costs upon request. The simplest way to do this is to add all the items in your basket and select ‘Request total from seller’ at checkout. We will then review the postage costs and if possible, send you an amended invoice or contact you.
Q. Why do you not offer 1st class post by Royal Mail?
A. Arguably most post sent by 2nd class invariably gets there just as quick as 1st Class. This option is more economical for you and 1st class is not guaranteed next day delivery therefore not worth the extra cost.
Q. How will my item be dispatched?
A. Delivery charges are at cost price or cheaper, ensuring you get maximum value for money. When packing our products we make every attempt to ensure that they will arrive in pristine condition by packaging them well. We use strong postal boxes, space fillers and protective sheaths for goods in glass jars or bottles. If any of your products are broken/damaged and cannot be used then notify us within 48hrs of receipt.
Q. The order has not arrived – what do I do?
A. You should recieve your order within 2-3 working days however please check whether we or the courier company were trying to reach you and look for any calling cards . Allow upto 7 days and If nothing pops up, do contact us and we’ll do our best to help you.
Q. What is your returns policy?
A. theOnlineSweetShop should be notified within 48 hours of receipt of your order of any part that is unsatisfactory via email quoting your order reference and name.
Step 1. Once we have responded to your message goods must be returned within 7 days by recorded delivery. Note – if theOnlineSweetShop are at fault we will of course also refund your postage costs immediately.
Step 2. Goods returned should be in their original condition and packaging in which they arrived.
Step 3. Once received items will be checked and refunds on goods and postage arranged where suitable. Due the perishable nature of goods on sale theOnlineSweetShop cannot issue refunds on simply unwanted good and must not be opened. Refunds/exchanges will only be offered on items that are faulty, and were clearly so at the time at which they were dispatched.
Express Confectionery LTD
Unit 2 Carlinghurst Business Park,
George Street West,
Note: You will be responsible for the returned products until they reach us.
theOnlineSweetShop will only except goods for return and refund/exchange if supplied by us and will only refund the costs of fair return postage and original sale price of goods. No additional compensation will be available on goods returned other than that already stated, as theOnlineSweetShop are not responsible for any costs or losses incurred after costs of goods and returned postage.
theOnlineSweetShop always strive to be fair and just when dealing with genuine issues our customers may face.