FAQs


When will I get my sweets?
How long does delivery take?
What happens if my sweets are out of stock?
What types of payment card can I use?
How can I contact you?
Will my personal information be held securely?
What do you do with my email address?
How do I tell what a sweet contains?
How do you calculate postage costs?
Do you ship outside of the UK?
What is your returns policy?
What do I need to do if I want to return something?
Do you provide Gift Receipts?

 

 


When will I get my sweets?


All orders placed before 12.00 noon (GMT) on a working day (Monday – Friday) will be processed and dispatched the same working day (subject to availability), and unless otherwise stated. If your order is received after 12.00 noon (GMT), on weekends or on public holidays, it will be processed the next working day.

We don't send out orders at weekends (ie Saturdays and Sundays) and we cannot be held responsible for any delays caused by third parties, as you can understand.

 

How long does delivery take?


We use Royal Mail 24™(1st class mail) - delivery takes 1-2 working days and Royal Mail 48™ (2nd class mail) - delivery takes 2-3 working days for all orders weighing less than 2kg.

Larger orders will be dispatch by courier (a next working day service) and our couriers work Monday-Friday 9am – 5pm.  We try to ensure that orders placed before 12 noon will be dispatched the same day, however, this is not always possible.  Please note that we don't send out orders at weekends (ie Saturdays and Sundays) or public holidays.

If either the Royal Mail or the Courier are unable to deliver an item because it does not fit through the letter box, no-one is available to receive or sign for it and the customer has given no other delivery instruction, they may deliver the item to a neighbour’s address and leave a card for the person the item is addressed to explaining that it has been left with that neighbour.

If either the Royal Mail or the Courier choose not  to leave the item with a neighbour, or the item has been sent using Special Delivery, or they cannot find a neighbour, they will take the item back to their local depot and leave a card at the customer’s address. The card will give the person the item is addressed to the option to have the item delivered to that address later, or tell them where they can collect the item from.

So please allow sufficient time for your order to be dispatched and delivered, as we cannot be held responsible for any delays caused by third parties.

 

What happens if my sweets are out of stock?


If your sweet choice is temporarily out of stock and we expecting more stocks within a couple of days, then we will hold your order until we receive them and are able to send your completed order to you. If we expect an item is going to be out of stock for more than a couple of days, then we'll email you to let you know. At that time we will ask if you would like us to hold your order until it is complete or if you would prefer us to send you what we have from your order straight away. Either way, you won't incur any additional shipping costs. We do, however, reserve the right to substitute similar items of an equal or greater value if we cannot obtain the sweet of your choice.

 

What types of payment card can I use?


We accept all of the major credit and debit cards...

  • Mastercard (Credit & Debit)
  • VISA (Credit, Debit & Electron)
  • American Express
  • JCB
  • Maestro
  • PayPal

 

How can I contact you?


You can contact us a number of ways:

Our telephone number:

0115 989 9855
 

Our e-mail address: customerservices@thesweetiejar.co.uk
Please use this email address for all general enquiries.



 

Call charges:

The prices are indicative only and should not be used as a definitive list of call charges. Actual costs depend on your communication provider and a number of factors such as individual calling plans, time of day and the exact number called. You should check with your provider before you dial. 

Calls from landlines are typically charged up to 9p per minute; calls from mobiles between 3p and 40p per minute depending on your call package. For landlines there is normally also a call set-up fee, and call charges are dependent on the time of day. Most providers offer call packages that allow calls free of charge at certain times of the day.

 

Will my personal information be held securely?


Yes, The Sweetie Jar is hosted on a secure server and uses a secure shopping cart system. All your personal information is held securely and the link to us is also secure, which means that all credit card transactions are completely safe and encrypted to ensure the maximum protection.

Your credit details are securely handled by Sage Pay, who are one of the leading credit card processing companies widely used on the internet. You can learn more about them at http://www.sagepay.co.uk

You can also read our terms and conditions.

 

What do you do with my email address?


By registering with, or ordering from, TheSweetieJar.co.uk you are choosing to receive email communications from us, in accordance with our privacy policy. From time to time, we will send you details of any special offers, etc. You are given the opportunity to stop receiving our emails on all of our communications with you. If you choose to have your name removed from our mailing list then we will endeavour to do this quickly.

We do not disclose any of your information to any third party.

 

How do I tell what a sweet contains?


We do try to check what our sweets contain and have used this information, where available, on our website, as a service to our customers. Although we cannot guarantee this information, we have tried "to the best of our knowledge" to provide some information, rather than none. We cannot, however, confirm that any sweet is 100% free of any traces of nut.

 

How do you calculate postage costs?


Our postage costs are calculated based on the weight of your order.  We use the most cost-effective way of getting your order to you quickly.  Please see our Delivery & Shipping section for further information.

 

Do you ship outside of the UK?


No. We only ship orders within the UK.  Although, you can still order from an overseas address as long as the delivery address is within the UK. 

 

What is your Returns Policy?


In the unlikely event that you are not completely happy with the Goods you have received, you can return them to us, at your own cost, within 7 working days of receiving the Goods for a refund, provided the Goods are in a resaleable condition.  Once the Goods have been returned you will be entitled to receive an exchange or a full refund.

We cannot accept returns where a product has been opened or where a product has been custom-made.

If the Goods have been received in a damaged or faulty condition, please contact us as soon as possible after delivery, on 0115 989 9855 or email customerservices@thesweetiejar.co.uk.

For further information on our Refunds Policy please see our Terms & Conditions.

 

What do I need to do if I want to return something?


You will need to contact us, by telephone on 0115 989 9855 or by email: customerservices@thesweetiejar.co.uk, before returning the Goods to us.

Goods returned to us must be sent using a trackable Royal Mail service.  Please ensure that the returning items are well packaged, as we cannot accept responsibility for items damaged or lost in the return transit.

 

Do you provide Gift Receipts?


Yes, if you are buying a gift for another person and sending the gift direct to the receipient.  When you purchase an item, you will be asked to enter the billing details (ie your name and address), and then you will be asked to enter the delivery name and address.  If the delivery name and address differ from the billing name and address, we will send the item with a gift receipt. This will ensure that the receipient does not see how much you’ve spent, as the prices of the items you’ve purchased are hidden.