Returns & Refunds Policy
Last Updated: 11th June 2025
SweetiePost Ltd (“SweetiePost”, “we”, “us”, “our”) takes pride in the high quality of our personalised chocolate gift boxes. Due to the bespoke and perishable nature of our products, we have tailored our Returns & Refunds Policy to comply with UK Consumer Rights legislation while ensuring customer satisfaction.
1. Cancellation of Orders
- Cancellation Window: You may cancel your order within 30 minutes of placing it by emailing info@sweetiepost.com. After this window, we begin processing and packing your order, and we cannot accept cancellations.
- How to Cancel: Email info@sweetiepost.com with your order number and cancellation request within the stipulated time.
2. Right to Return
Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, certain goods are exempt from the statutory 14-day cancellation period. Our personalised chocolate gift boxes are:
- Customised to your specifications (gift messages and selected chocolates)
- Perishable items with a limited shelf life
Therefore, we do not offer a standard returns policy for change of mind once the 30-minute cancellation window has passed.
3. Faulty, Damaged, or Incorrect Items
If your order arrives damaged, incorrect, or with manufacturing faults, please follow these steps for a prompt resolution:
- Inspect on Delivery: Examine your gift box and its contents immediately upon receipt.
- Report Issues: Contact us within 48 hours of delivery:
- Email: info@sweetiepost.com
- Include: order number, description of the issue, and clear photographs of the damage or incorrect items.
- Resolution Options: Upon verification, we will, at our discretion:
- Replace the damaged or incorrect item(s) at no extra cost,
- Or Refund the cost of the affected item(s) to your original payment method.
All refunds or replacements will be processed within 7 days of approving your request.
4. Refund Process
- Refund Method: Refunds will be issued to the original payment method used at checkout via Lightspeed Payments.
- Timeframe: Allow up to 14 days from date of approval for funds to appear in your account, depending on your card issuer’s policies.
- Notification: You will receive an email confirmation once your refund has been processed.
5. Queries & Support
If you have any questions about our Returns & Refunds Policy or need assistance, please contact:
SweetiePost Ltd
Email: info@sweetiepost.com
Registered Office: 203 West Street, Fareham, PO16 0EN, United Kingdom
Hours: Monday–Friday, 9:00 am–5:30 pm (excluding UK public holidays)
We aim to respond to all inquiries within 1 business day.
