We’ve answered some of our most frequently asked questions below. If you still need help after reading our FAQs, our team will be happy to help.

Ordering

How long does it take for my order to be dispatched?

Please allow 1–3 working days for your order to be processed, packed and dispatched.

Working days are Monday–Friday and exclude UK Bank Holidays. During particularly busy periods, we'll let you know on our website if processing times are temporarily longer.

Once your order has been dispatched, you'll receive your shipping confirmation and tracking details

Please remember: Your selected Royal Mail delivery timeframe begins after your order has been dispatched, not from the date you place your order.

I selected Royal Mail Tracked 24. Will my order arrive within 24 hours of ordering?

No. Our processing time and Royal Mail's delivery timeframe are separate.

Your order will first go through our standard 1–3 working day processing period. Once your parcel has been dispatched and handed over to Royal Mail, your selected delivery timeframe begins.

Royal Mail Tracked 24 has a delivery aim of 1–2 working days after dispatch.

For example, selecting Tracked 24 does not mean your order will arrive within 24 hours of placing it.

Do you offer Next Day Delivery?

Yes! We offer Next Day Delivery on eligible UK orders placed before 10am Monday–Thursday.

Orders placed before the 10am cut off will be prioritised, packed and dispatched the same working day for delivery the following working day.

Orders placed after the 10am cut off will be processed on the next working day.

Next Day Delivery is separate from our standard 1–3 working day processing time, as qualifying Next Day orders are prioritised for same-day dispatch.

What happens if I order Next Day Delivery on a Friday?

Next Day Delivery orders placed before 10am on Friday will still be dispatched the same day.

However, Saturday delivery cannot be guaranteed. Your parcel may instead arrive on the next working day.

If you need your order for a particular weekend or event, we always recommend ordering as early as possible.

Do you dispatch orders at weekends?

Our normal dispatch days are Monday–Friday, excluding UK Bank Holidays.

Orders placed over the weekend will enter processing from the next working day.

Can I change my order after placing it?

If you need to make a change to your order, please contact us as soon as possible with your order number.

We'll always do our best to help, but we cannot guarantee changes once your order has entered the packing process or has been dispatched.

I entered the wrong delivery address. What should I do?

Please contact us as soon as possible with your order number and the correct delivery address.

If your order has already been dispatched, unfortunately we're unable to change the address.

If a parcel is returned to Sweetify because an incorrect or incomplete address was provided, an additional postage charge may apply if you would like the order to be sent again.

Delivery & Tracking

Where can I find my tracking number?

Once your order has been dispatched, you'll receive your Royal Mail tracking details by email.

If you can't find the email, please check your junk or spam folder.

My tracking hasn't updated. What should I do?

Royal Mail tracking can occasionally take some time to update after your parcel has been collected or while it is moving through their network.

If your tracking hasn't updated within the expected timeframe, please contact us with your order number and we'll look into this for you.

Where appropriate, we'll raise an investigation with Royal Mail.

My parcel is delayed. What should I do?

Although most parcels arrive within their estimated delivery timeframe, occasional delays can happen once a parcel is within the Royal Mail network.

If your parcel is taking longer than expected, please check your Royal Mail tracking first.

If you're concerned about the delay, contact us with your order number and our team will be happy to look into it.

My tracking says delivered, but I haven't received my parcel.

Please first check:

• Around your property and any nominated safe place
• With other members of your household
• With neighbours
• Any delivery information or photographs available through your Royal Mail tracking

If you still can't locate your parcel, please contact us with your order number and we'll look into the delivery with Royal Mail.

What happens if I miss my delivery?

Royal Mail may attempt redelivery, leave your parcel in an appropriate safe place or provide you with options to arrange redelivery or collection.

Please follow the information provided through your Royal Mail tracking.

Problems With Your Order

My order has arrived damaged. What should I do?

We're sorry to hear that! Please contact us as soon as possible and provide:

• Your order number
• Clear photographs of the damaged item(s)
• Photographs of the outer packaging
• A photograph of the shipping label

This helps us investigate what has happened and determine the appropriate resolution.

An item is missing or I've received the wrong item.

We're sorry! Please contact us with your order number, details of the missing or incorrect item and clear photographs of the order you received.

Our team will look into this and get it sorted for you

International Orders 

Do you ship internationally?

Yes! Available international destinations and shipping options will be displayed at checkout.

Will I have to pay customs charges?

International orders may be subject to local customs duties, taxes or import charges when entering the destination country.

These charges are determined by the relevant authorities and are the responsibility of the recipient.

What happens if I don't pay my customs charges?

If customs charges aren't paid, your parcel may be held or returned to us.

As we sell perishable food products, restrictions may apply to refunds for orders returned due to unpaid customs charges.

Please read our International Shipping Information before placing an international order.

Still need help? 

Can't find the answer you're looking for? Our Sweetify team will be happy to help.

Please email info@sweetify.uk and include your order number if your enquiry relates to an existing order.

We aim to respond to customer enquiries within 1–2 working days.