FAQ
Our FAQ page is always changing as we get asked more questions we feel are relevant, in the meantime if you can't find the answer here, or through our online help then please drop us an e-mail or call us on our customer service mobile and we will get back to as quickly as possible.
1:Orders
How to order, who takes payment & can I track my order
When you use our online store you will see all our products have been carefully separated out into sub sections, hopefully making it easier to help you find the Traditional & Retro confectionery you are looking for. Once you have selected the item you wish to purchase, you can either add straight to 'your bag' or go to the product page for more information. Once you have selected the item specifics where available on the right hand side of the item page you can add a personal message, add this item to your shopping bag. You will be given the option to continue shopping or go straight to the checkout, at any time clicking on 'your bag' it will take you to the checkout.
When you start the check out process you will be asked to set up a user account, this enables you to track your order to see when it has been processed and shipped. To register, follow the onscreen instructions. When you set up your account you can select multi mailing names and addresses should your item be a gift, please be aware for your first transaction you need to use the address your card is registered to.
We are currently using PayPal as our payment gateway as we find it to be safe, fast and easy to use, don't worry if you don't have a PayPal account or don't want to use PayPal you can go to the pay by card section at the bottom of the page. All payments will be taken in GBP (£).
2:Shipping
Who we use & How do we calculate postage
We currently use Royal Mail for our main domestic (UK) and international deliveries, all packages will be postage as standard 2nd class however on each order there is the option to select 1st class or by courier if the item is over the royal mail sizes. For transactions over £10 excluding postage these will be sent recorded delivery with the option for 2nd and 1st class.
Where possible all packing has been selected to ensure ease of delivery through a normal letter box (this includes our small & medium SweetBoxes, or our loose itms and some pick and mix items), however from time to time this might not be possible in this circumstance your item may be taken back to the delivery office, your post person will normally advise you off this.
All postage is calculated on the weight / size of an item and your location, once you have inputted your delivery address the postage will be calculated. We are currently able to post internationally please be aware there may be some exclusions to this.
3:Returns
Returns & Cancelations
Whilst we don't want you to return your item we know that everyone changes their mind. However given the nature of our products we can only accept returns when the item is still in the original postage packaging and had not been opened. We hope you understand that because the contents are food, we need them returned unopened in any way for a full refund. Please note we will not refund any cost of postage or any credit / debit charges that may be incurred if levied by your card issuing company. Please contact us direct and explain the situation, like wise if the packaging has been opened please call to discuss.
Please note that in some circumstances, if 3rd party cost's have occurred eg. postage, courrier services, printing or specific packaging these cost may not be returned.
We hope that you won't want to cancel your order once you have placed it, but we accept from time to time you can change your mind. Please can you check the item has not been posted by logging into your account, as cancelation before the item has been posted will mean you don't have to mess around sending it back to us. Should you need to cancel your order please do so by e-mailing tom@sweetboxonline.co.uk with your order number and if you don't mind a little note so we know why.
4:Products
Weights, allergies & suppliers
All our products are selected from leading manufacturers of quality traditional & retro confectionery within the UK, as such we like to keep a strong control of our supply chain all products are tasted by our team. From time to time you might come across something you don't like if this is the case will you please let us know as customer feed back is very important to us.
We are selling all our products by the weight in 100g's we offer 100g - 500g's in increments of 100g's then when you reach over 500g's we increase in increments of 500g's, please note this is an indicative quantity and weights may vary (we typically send you a little bit more).
As our products are all manufactured in factories where other products may be made, as such they may contain traces of nuts, wheat or glucose. Please bear this in mind when you are making a purchase from our online sweet shop.
5:Feedback
Customer feedback, Sweets I would like
We would welcome as much feed back as possible and would ask you to let us know if there is anything else you would like to see us sell on our online sweet shop, we have our diverse range of products and if we have over looked something, please let us know.
So please let us know no matter what it is, likewise if you don't like something on our side please let us know and then let us know what we could do to make it better.
6:Offers
Discount Codes, Promotions, Charity Gifts
From time to time we may offer a discount code to new members of our mailing list or through online and poster adverts. Please note these may not work in conjunction with any other offer or promotion.
We currently offer NHS discount, Student discount and Staff discount to some colleges, business and hospital trust if you are interested in talking to us about offering these discounts to your staff or students please contact us through our contact us page.
We offer charitable donations of sweets, sweetboxes, hampers and jars for prizes if you would like to find out more please contact tom@sweetboxonline.co.uk.