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:
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.
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.
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.
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.
If your shipment status indicates “not delivered,” this must be reported to us no later than 5 days after the estimated delivery date.
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 [email protected] 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:
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:
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:
Delayed or Missing Parcels
Addressing Delivery Delays
If your parcel is delayed:
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 [email protected] 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:
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 [email protected] to arrange the return.
Order Marked as Delivered but Not Received
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.
The Sweetie Shoppie are based in East Tilbury, Thurrock, Essex offering a stocked wholesale range of candy, sweets, chocolate & an extensive range of fudge available for fast delivery across the UK or same day collection in Thurrck, Essex. We cater for weddings, baby showers, & corporate events.
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