UK SHIPPING & DELIVERY POLICY

Processing Time

Please allow 1–3 working days for your order to be processed.

This allows our team time to prepare, pack and get your order ready for dispatch.

Once your order has been handed over to Royal Mail, you will receive a dispatch confirmation email and tracking information using the email address provided when placing your order.

Please note: our 1–3 business working day processing time is separate from the estimated Royal Mail delivery timeframe.

Weekends and UK Bank Holidays are not included within our normal processing timeframe and orders may take slightly longer during particularly busy periods.

Delivery Information

All Sweetify UK parcels are sent using tracked Royal Mail delivery services.

Available delivery options and shipping costs will be displayed at checkout. The price may vary depending on the weight of your parcel and the delivery service selected.

Once your parcel has been dispatched, please use the Royal Mail tracking information provided to follow its progress.

Royal Mail delivery timeframes are estimated from the point of dispatch and, unless expressly stated otherwise, are not guaranteed delivery dates.

For example, selecting a Royal Mail service with an estimated 24 or 48-hour delivery timeframe does not mean your order will necessarily arrive within 24 or 48 hours of placing your order. Our processing time applies before the parcel is dispatched.

Weekends & Bank Holidays

Orders placed during weekends or UK Bank Holidays will be processed when our normal business operations resume.

Royal Mail collections and deliveries may also be affected by Bank Holidays.

Please take this into consideration when placing an order for a particular date or occasion.

Tracking Your Order

Once your order has been dispatched, a shipping confirmation and tracking information will be sent to the email address provided with your order.

Please ensure that your email address is entered correctly when checking out.

Customers are responsible for monitoring their tracking information and following any delivery instructions provided by Royal Mail.

Correct Delivery Information

Customers are responsible for ensuring that the delivery information entered when placing an order is complete and accurate.

Please carefully check your:

• Full name
• House number/name
• Street
• Town/City
• Postcode
• Email address

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

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

If incorrect or incomplete delivery information provided by the customer causes a parcel to be delayed or returned to Sweetify, additional postage may be required before an eligible order can be resent.

Any refund available for a returned parcel will depend on the circumstances and condition of the products when they are returned to us.

Failed Delivery & Unclaimed Parcels

Customers should monitor their Royal Mail tracking information after their order has been dispatched.

If Royal Mail attempts delivery, customers are responsible for following any instructions provided by Royal Mail to rearrange delivery or collect their parcel.

If a parcel is not collected or delivery is not rearranged within Royal Mail's required timeframe, the parcel may be returned to Sweetify.

If this happens, please contact us at info@sweetify.uk

As Sweetify sells food and confectionery products, returned products may not always be suitable for resale or redelivery.

We will review returned parcels individually and advise you of the options available.

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

Parcels Still in Transit

Occasional delays can occur within the Royal Mail network and a delayed parcel does not necessarily mean that it has been lost.

If your tracking is still updating and your parcel is travelling through the Royal Mail network, please allow the expected delivery timeframe to pass.

If your tracking has stopped updating for an extended period or your parcel has significantly exceeded its expected delivery timeframe, please contact us at info@sweetify.uk with your order number.

Where appropriate, we will review the tracking information and raise an investigation with Royal Mail.

Lost Parcels

If Royal Mail confirms that a parcel has been lost in transit, please contact us and we will review the order and arrange an appropriate resolution.

Where necessary, Sweetify will deal directly with Royal Mail regarding a claim for a parcel that has been lost while in their delivery network.

Tracking Shows Delivered But You Cannot Find Your Parcel

If Royal Mail tracking shows your parcel as delivered but you cannot locate it, please first check:

• Around your property
• Any nominated or designated safe place
• With other members of your household
• With neighbours
• Reception, concierge or building management where applicable
• Any delivery photograph or location information provided by Royal Mail

If you still cannot locate your parcel, please contact info@sweetify.uk as soon as possible with your order number.

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

A delivered tracking scan will be considered as part of our investigation; however, genuine reports of non-delivery will be reviewed based on the individual circumstances.

Damaged Parcels, Missing Items or Incorrect Orders

Please check your order as soon as possible after delivery.

If your parcel is visibly damaged when it is delivered and you are given the option to do so, please mark or sign for the parcel as damaged with the delivery provider. This will help us when investigating the damage and making a claim with Royal Mail.

If your parcel arrives damaged or you believe an item is damaged, 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 product(s)
• Clear photographs of the external parcel and packaging
• Photographs showing any visible damage to the parcel

Please keep all packaging and damaged products until we have reviewed your claim, as these may be required as evidence for our investigation with Royal Mail.

Photographs and other evidence may be required before we can investigate the issue and determine the appropriate resolution.

Reporting an issue promptly helps us investigate and resolve problems as quickly as possible.

Our request that delivery issues are reported promptly, and that visibly damaged parcels are marked as damaged where possible, does not affect your statutory consumer rights.

Returned Parcels

If an order is returned to Sweetify because of an incorrect address, failed delivery, failure to collect the parcel or another issue attributable to the recipient, please contact us.

We will review the circumstances and condition of the returned products before determining what options are available.

Because Sweetify sells food and confectionery products, products that have travelled through the postal network and been returned may not always be suitable for resale.

Original shipping charges and additional redelivery or return costs may not be refundable where permitted by applicable law.

Contact Us

If you have any questions regarding delivery or an existing Sweetify order, please contact:

Sweetify Customer Service

info@sweetify.uk

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