FREQUENTLY ASKED QUESTIONS

We've shared some of our most frequently asked questions to try to help.


ORDERING


 

Do I need an account to place an order?

No, you are not required to create an account, you can checkout as a ‘guest’.  Although creating an account will help you to shop faster, be up to date on an order's status, and keep track of the orders you have previously made.

How do I log into my account?

In the top right-hand corner of our website, you will see the words ‘Sign In’.  Click on the words and it will take you to the ‘Sign In’ page of the site. Just enter your email address and password into the boxes under ‘Returning Customer’.

Don’t worry if you have started to checkout, because you can also log in on the checkout ‘cart’ page, where is says ‘Already have an account? Log in’ - just click on ‘Log in’.

How do I log out of my account?

In the top right-and corner of our website, you will see ‘Welcome, [Name]’, Log Out’ - just click on ‘Log Out’.

 I've forgotten my password for my account.  What do I do?

Underneath the email address and password boxes in the ‘Returning Customer’ section, you will see the words ‘Forgot your password?’.  Click on the words ‘Forgot your password?’.  You will be asked to enter your email address and ‘submit’ a request to reset your password.

You will receive an email entitled ‘Customer Account Password Reset’.  Click on the link ‘reset your password’ and you will be able to reset your password.  If you don’t receive the email after a few minutes, please check your spam folder.

How do I tell what a sweet contains?

We do provide ingredient information on our website, as a service to our customers. This is taken from the manufacturers packaging and subject to change from time to time by the manufacturer, without notice.  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 nuts.

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
•    PayPal

I made a mistake.  Can I change my order?

We strive to process orders as quickly as possible. But we will try to accommodate any order change. The quickest way to get a hold of us is by emailing us at customerservices@thesweetiejar.co.uk. Please be sure to include your order number and to let us know what changes need to be made. We will be sure to let you know, as quickly as possible, whether we were able to make the change you wanted.  

I just placed my order and I forgot to include a gift message.  Is it too late?

Reply to your order confirmation email and let us know that you meant to include a note, and if it hasn't shipped yet we'll make sure it is included.

My order is a gift.....Do you include price information on your packing slips?

Don’t worry, 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 recipient does not see how much you’ve spent, as the prices of the items you’ve purchased are hidden.

I never received an order confirmation email.  What should I do?

If you haven't received an order confirmation email, it is likely to be one of two things:

  •     Your order was never actually placed and processed.
  •     You have entered an incorrect email address with your order.

If you are certain that the email address linked to your order is correct, please check the spam folder for your order confirmation. In the event that you still cannot locate an order confirmation, please email us at customerservices@thesweetiejar.co.uk or call us on 0115 989 9855.

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.  

For smaller orders (less than 2kg) you will have a choice of either RM24 (1st class) or RM48 (2nd class) post, as well as our expedited next day courier service.  For all larger orders (over 3kg) the only option will be to send your order using our next day courier service.

Please see our Delivery & Shipping section for further information on costs and postcode exclusions.
 

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 Shopify Payments powered by Stripe, who are one of the leading credit card processing companies widely used on the internet.

We do not sell, trade or rent your Personal Data to other third parties.  

We only share information necessary in order to provide the services that you have requested.  

You can also read our Privacy Policy.
 
What do you do with my email address?

We may send you information about The Sweetie Jar’s products, via email.  You may opt out of these emails we send by following the instructions in the email you receive.  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.

 


SHIPPING


 

How long will my order take to get to me?

If you place your order before 12midday (Monday-Friday), we will always try to dispatch your order the same day.  Sometimes, this is not always possible especially during busy times.  

We don't send out orders at weekends (ie Saturdays and Sundays) or on Bank Holidays and our couriers only deliver Monday-Friday 9am-5pm.

Delivery times differ depending upon which option you choose at checkout:

Royal Mail 24™ (1st class mail) - delivery typically takes 1-3 working days;
Royal Mail 48™ (2nd class mail) - delivery typically takes 3-5 working days;
Courier - next working day service, delivery before 4pm.

Once your order has shipped you will be notified by email which will include a tracking number.

How do I know if my order has been shipped?  Can I track it?

When your order ships you will receive an email to let you know that your order is on its way to you.  A tracking number to track your order will also be provided.  Sometimes this email gets sorted into spam so be sure to take a look in there if it feels like you have been waiting a little too long.

You can also log into your account and click on the order in question to obtain the tracking number.  

If you need help, we will be happy to find out what exactly is going on with your order.

What happens if I'm not in when my order is delivered?

If you are not in to receive or sign for your order, and you haven’t given any other delivery instruction, Royal Mail and the Courier may deliver you order to a neighbour’s address and leave a card for you explaining that it has been left with that neighbour.

If either Royal Mail or the Courier choose not to leave the item with a neighbour, or your neighbours’ are out too, they will take your order back to their local depot and leave a card for you to arrange redelivery or let you know where you can collect your order from.

My order never arrived, what do I do?

Oh no! Hopefully this doesn’t happen but if it does, we’ll figure this out together!  Both Royal Mail and the Courier service work independently from us to deliver your order.  Each of them has their own tracking service available for you to use:

For parcels shipped via Royal Mail, be sure to take a look at the Royal Mail’s Track & Trace service – here’s the link: https://www.royalmail.com/track-your-item#/.  You’ll need your tracking number which is on the ‘Your Order Is On It’s Way’ email.

For parcels shipped via Courier, be sure to take a look at APC’s parcel tracking service – here’s the link: https://apc-overnight.com/receiving-a-parcel/tracking.  You’ll need your tracking number which is on the ‘Your Order Is On It’s Way’ email.

If it’s still unclear what has happened to your order, we’d be happy to help, so please let us know at customerservices@thesweetiejar.co.uk or give us a call on 0115 989 9855.

If we are unable to locate your order, we will look into replacing or crediting you for your order.

Do you offer expedited shipping or order processing?

We offer a next working day delivery courier service, which is our expedited service, on orders that are placed before 12midday (Monday-Thursday).  Because our couriers don’t deliver on weekends or Bank Holidays, orders placed on a Friday will be delivered on the next working day.

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.

 


HOW DO 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.

 


RETURNS & EXCHANGES


 

What do I do if part of my order is missing or I receive damaged goods?

Hopefully this doesn’t happen but if it does, please get in touch with us, as soon as possible after delivery, by email at customerservices@thesweetiejar.co.uk or by telephone on 0115 989 9855.

We’re only human, so if we have made a mistake with your order, we will look to fix it as soon as possible.

If you order has been damaged in transit, please send us a photo of the damaged goods, and include your order number so that we can look into getting you a new one!

How do I make a return?

We always want you (or the recipient) to be thrilled with your order. If for some reason you are not completely happy, you can return it to us at your own cost, within 14 days of receiving your order. You will need to contact us, by telephone on 0115 989 9855 or by email: customerservices@thesweetiejar.co.uk, before returning your order to us.

We advise you return your order to us using a trackable service.  Please ensure that the returning items are well packaged, as we cannot accept responsibility for items damaged or lost in the return transit.

Once we have received your returned order you will be entitled to receive an exchange or a full refund, provided the contents of your order are in a resaleable condition.

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

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