Refund, Cancellation, and Damaged in Transit Policies

Policy on Damaged, Undelivered, and Missing Parcels

At The Sweetie Shoppie, we take great care to ensure that your orders arrive in perfect condition. However, in the event of an issue with your delivery, please be aware of the following policies:

1. Duty of Care and Misrepresentation

By purchasing from us and/or making a claim, you acknowledge and agree that you have a duty to exercise reasonable care not to make any misrepresentation. We reserve the right to cancel any refund or replacement for any reason, including but not limited to any form of misrepresentation or non-disclosure. Examples include forging documents, deliberately damaging your property, or providing false information. We also reserve the right to reject claims and pursue legal action to recover any funds disbursed based on such misrepresentation.

2. Claim Requirements

For all claims, a detailed description of the event is required as a minimum. During the claim process, we may request additional documentation, such as a police report, photos of the item within the box as it was received, or other relevant evidence. Failure to provide the requested documentation may result in the rejection of your claim.

3. Handling of Packaging and Damaged Items

All packaging materials and damaged items must be retained in their original condition as received. These materials should not be disposed of before the claim process is completed, as photographs or other evidence may be required. Failure to comply with this requirement may result in the denial of your claim due to insufficient evidence.

4. Claims for Delivered but Not Received Parcels

If your shipment is marked by the carrier as “delivered” to the correct delivery address but has not been received by you, such claims must be reported to us within 5 days from the date and time shown by the carrier as delivered.

5. Claims for Non-Delivered Parcels

If your shipment status indicates “not delivered,” this must be reported to us no later than 5 days after the estimated delivery date.

6. Claims for Damaged Shipments

Claims for shipments that arrive damaged must be reported to us no later than 5 days after delivery.

We are committed to addressing any issues promptly and fairly. However, please note that failure to adhere to the above conditions may result in the denial of your claim.

Requesting a Return for Refund or Replacement

To request a return for a refund or replacement, please email nick@sweetieshoppie.co.uk with your name, address, order number, and reason for the return request.

If your refund request is deemed valid, we will refund or replace the item(s) at the original purchase price.

Return Policies:

• Return Postage Charges:We do not refund any return postage charges.
• Perishable Items:Returns on perishable items are accepted only if they are damaged or defective.
• Custom-Made Items:Returns on custom-made items, including Sweet Pouches, Bags, Jars, and Gift Boxes, are not accepted.
• Opened Items:Opened items can only be returned if they are believed to be damaged or defective.
• Restocking Fee:The Sweetie Shoppie reserves the right to apply a 25% restocking fee for unwanted items.
• Response Time:We aim to respond to return requests within 3 days of receipt.
• Return Time Frame:Returns must be requested within 14 days of receipt.

Returns Address

Once your return request is accepted, we will provide you with the returns address.

Policy for Purchasing Sweets, Chocolate, and Fudge in Hot Weather

Temperature Sensitivity

Sweets, chocolate, and fudge are delicate and susceptible to heat. During summer months, the risk of damage during transportation and storage increases. While we take necessary precautions to ensure safe delivery, external factors beyond our control may impact the quality of our products.

Limited Liability

The Sweetie Shoppie is not responsible for any damage or alteration in appearance, texture, or taste due to exposure to high temperatures during transit or storage. The responsibility of preserving the integrity of these treats lies with the customer once the items have been delivered.

Packaging

To minimize heat-related damage, we use suitable packaging. Despite these measures, extreme weather conditions may pose challenges. We advise customers to consider the prevailing climate when placing an order.

Redirection to a Safe Place and Address Accuracy

Safe Place Redirection

If you anticipate being unavailable at your delivery address, we encourage redirecting your parcel to a safe, cool, dry, and secure location. This arrangement should be made in advance.

Our Evri Fully Tracked delivery service allows you to:

• Change the delivery date.
• Choose a safe place for the package.
• Collect from a local depot.

Making proactive use of these options is essential to protect your order. The Sweetie Shoppie is not liable for damage occurring if alternative delivery arrangements are not made.

Address Accuracy

If there is an error or omission in your delivery address, please contact us immediately at 01375 488 039, from 9:00 AM to 5:00 PM, Monday through Friday. If your order has already been dispatched, we cannot alter the delivery details, and the parcel will be returned to us. Re-sending the order will incur an additional postage fee.

Providing the correct delivery address is the customer’s responsibility. The Sweetie Shoppie Ltd is not responsible for lost parcels due to incorrect address details provided by the customer. Double-check your delivery information to prevent delivery issues.

Cancellation of Your Order

You can cancel your order until it has been sent to the courier. Orders are typically sent around 12 pm each day. If your order has already been dispatched, you can still reject the delivery.

Cancellation Guidelines:

• Full Refund:If you cancel before the courier is booked, you will receive a full refund.
• Cancellation Charge:If you cancel after the courier is booked, a cancellation charge will apply, including postage costs, a £10.00 administration fee, and potentially a restocking fee of up to 25% of the order value.

Delayed or Missing Parcels

Addressing Delivery Delays

If your parcel is delayed:

• Check your Evri tracking information for updates.
• If unresolved, email us at nick@sweetieshoppie.co.uk with your delayed parcel details.
• We will liaise with Evri to seek a resolution.

In rare cases where Evri confirms your parcel as lost or irretrievably damaged, we will issue a refund or replacement order. Confirmation from Evri may take up to two weeks.

Courier Notifications of Issues or Lost Parcels

If you receive a message from the courier regarding an issue or a lost parcel, please email nick@sweetieshoppie.co.uk with an attached image of the message. We will assist in resolving the matter.

Missing Item in Your Order

If an item is missing from your order:

• Check your payment method for an automatic refund if an item was out of stock.
• If still unresolved, email nick@sweetieshoppie.co.uk with your name, order number, and details of the missing item.

Incorrect Item Received

If you receive an incorrect item, it may be a substitute for an out-of-stock item. If you wish to return it, email nick@sweetieshoppie.co.uk to arrange the return.

Order Marked as Delivered but Not Received

• Check your tracking email for delivery details.
• If you cannot locate your parcel, contact nick@sweetieshoppie.co.uk. We will request an investigation by the courier.
• Fill out a declaration form sent to you via email for the investigation.

Express Shipping or Next Day Service Delay

If your order for priority shipping is delayed, we will cooperate with you and the courier to expedite delivery.

Late Order for an Event

For event orders, place your order approximately two weeks in advance to ensure timely delivery. We do not guarantee delivery times and do not accept returns for perishable goods. Refer to the lost/damaged parcels section for further assistance.

For other concerns, please contact us. We will work with you to find a satisfactory solution.

Thank you for choosing The Sweetie Shoppie, and we look forward to serving you soon.