INTERNATIONAL SHIPPING POLICY

Sweetify offers tracked international shipping with Royal Mail to selected countries worldwide.

Available international shipping options, estimated delivery times and shipping costs will be calculated and displayed at checkout based on your delivery destination and parcel.

Once your order has been dispatched, you will receive tracking information so you can follow your parcel through the delivery network.

Please read the following information carefully before placing an international order.

INTERNATIONAL DELIVERY TIMES

Delivery times displayed at checkout are estimated delivery times and are not guaranteed.

International orders can occasionally experience delays due to customs clearance, local postal services, adverse weather, public holidays or other circumstances outside of Sweetify's reasonable control.

Delivery estimates apply once your order has been dispatched and handed over to Royal Mail.

Please allow additional time when ordering internationally, particularly during busy periods and around UK or international public holidays.

CUSTOMS CHARGES, IMPORT DUTIES & TAXES

Customers ordering outside of the UK are responsible for any customs fees, import duties, taxes or handling charges applied to their order.

The shipping fee paid to Sweetify at checkout covers the cost of sending your parcel from the UK to your delivery country.

The shipping fee does NOT include customs fees, import duties, local taxes or other charges that may be applied when your parcel enters the destination country.

These charges are determined by the relevant customs authority and/or local delivery provider and are outside of Sweetify's control.

The amount charged may vary depending on your delivery country, order value, parcel weight and applicable local import regulations.

Sweetify cannot guarantee whether a charge will be applied or how much you may be required to pay.

Before completing an international order, customers are required to acknowledge:

“I am ordering from outside the UK and understand that customs fees, import duties or taxes may apply as an additional charge.”

By completing your international order, you acknowledge and accept that additional customs/import charges may apply and that these charges are the responsibility of the recipient.

REFUSING OR NOT PAYING CUSTOMS CHARGES

Please do not place an international order if you are unwilling to pay customs fees, import duties or taxes that may be applied by your destination country.

If applicable customs or import charges are not paid, your parcel may be held, refused, destroyed or returned to Sweetify.

As Sweetify sells confectionery and perishable food products which generally cannot be resold after being dispatched and travelling through the international postal network, we may be unable to provide a refund where an order is refused, rejected or left unclaimed because the recipient chooses not to pay applicable customs/import charges.

Original shipping charges and any additional costs incurred in returning the parcel to Sweetify may also be non refundable or deducted from any refund where permitted by applicable law.

This does not affect your statutory rights where goods are faulty, damaged, incorrectly supplied or otherwise protected by applicable consumer law.

CORRECT DELIVERY INFORMATION

It is the customer's responsibility to ensure that all delivery information supplied when placing an order is complete and accurate.

Please carefully check your:

• Full name
• Delivery address
• Postcode/ZIP code
• Country
• Email address
• Telephone number, where requested

If you notice an error after placing your order, please contact info@sweetify.uk as soon as possible.

We will always try to help where possible. However, once an order has been processed, packed or dispatched, we cannot guarantee that the delivery address can be changed.

If a parcel cannot be delivered or is returned to Sweetify because incorrect or incomplete delivery information was supplied by the customer, the original shipping charge may not be refundable.

Additional postage may also be required if an eligible returned order is to be resent.

FAILED DELIVERY & UNCLAIMED PARCELS

Customers are responsible for monitoring their tracking information and responding to delivery instructions, attempted delivery notifications or collection requests from Royal Mail and/or the local delivery provider in their country.

If delivery is attempted and the parcel is not accepted, collected or rearranged within the required timeframe, it may be returned to Sweetify.

Where this happens, please contact us.

Any refund or redelivery available will depend on the circumstances and the condition of the returned products.

As we sell food and confectionery products, we may be unable to resend or refund products that are no longer suitable for resale following an unsuccessful delivery and return journey.

Original shipping charges and additional return or redelivery costs may also be non-refundable where permitted by law.

TRACKING SHOWS DELIVERED BUT PARCEL HAS NOT BEEN RECEIVED

If your tracking information shows that your parcel has been delivered but you cannot locate it, please first check:

• Around your property and any designated safe places
• With other members of your household
• With neighbours
• Reception, concierge or building management where applicable
• Any delivery photograph or location information provided by the delivery provider

If you still cannot locate the parcel, please contact info@sweetify.uk promptly with your order number.

We will review the available delivery information and, where appropriate, assist with raising an investigation with Royal Mail or the relevant delivery provider.

A parcel showing as delivered will normally be treated as evidence of delivery, however, genuine delivery disputes will be reviewed based on the individual circumstances.

DAMAGED, MISSING OR INCORRECT ITEMS

Please inspect your order as soon as possible after delivery.

If your parcel arrives damaged or you believe an item is missing or incorrect, please contact us as soon as possible, preferably within 24 hours of delivery, at:

info@sweetify.uk

Please provide:

• Your order number
• A description of the issue
• Clear photographs of the affected products
• Photographs of the parcel and packaging where relevant

We may require photographs in order to investigate the issue and/or make a claim with the delivery provider.

Reporting an issue promptly allows us to investigate and resolve it as quickly as possible.

Our request that delivery issues are reported within 24 hours does not affect your statutory consumer rights.

RETURNS OF FOOD & CONFECTIONERY

Sweetify sells food and confectionery products.

For food safety and hygiene reasons, products that have been opened, consumed, tampered with or otherwise made unsuitable for resale cannot be accepted for return simply because the customer has changed their mind.

Certain perishable products may also be excluded from normal change-of-mind cancellation rights.

This does not affect your statutory rights if an item is faulty, damaged, not as described or incorrectly supplied.

Please contact Sweetify before returning any product.

Do not return food products to us without contacting us first, as we may require photographs or further information before determining the appropriate resolution.

INTERNATIONAL SHIPPING COSTS & REFUNDS

Original international shipping costs will not normally be refundable where delivery has failed because of circumstances attributable to the recipient, including where:

• Incorrect or incomplete delivery information was supplied when placing the order
• Delivery was attempted but the recipient did not accept, collect or rearrange delivery
• The parcel was left unclaimed and subsequently returned
• Applicable customs/import charges were refused or left unpaid
• Cancellation is requested after the parcel has already been dispatched and the shipment cannot be intercepted

Where a parcel is returned to Sweetify, we will review the circumstances and the condition of the products before determining whether any refund or redelivery is available.

Any additional courier, return-to-sender or redelivery charges incurred may be deducted from a refund or charged before redelivery where permitted by applicable law.

CONTACT US

If you have any questions about international delivery, customs charges or an existing international order, please contact:

Sweetify Customer Service

info@sweetify.uk

Please include your order number when contacting us so we can assist you as quickly as possible.