Terms & Conditions

Placing an order

1. All our products are made in a domestic kitchen, which at times handles allergens such as;
Wheat, Gluten, Eggs, Soy Dairy, Nuts & Peanuts.

Please make sure our products are safe for your consumption before placing an order.

2. All our products are offered on a 'pre-order' basis. Once an order is placed, The Sweet Pantry will start to prepare the order. The Sweet Pantry aim to have orders made within a 7 working days.

3. If a product requested is not in stock, and unavailable we will always contact you for an alternative product choice; if a response is not received by The Sweet Pantry from the customer, we will go ahead and substitute the missing product with the closest alternative. We will also pop a message into your box / parcel.

4. Please note we do not offer same day delivery service.

5. We keep a copy of posted proof for up to 3 months.

Security & Privacy

1. Your payment will be processed through our secure site for your safety and security, in accordance with standard consumer protection distance selling regulation (2000).

2. Your order details and confirmation of payment will be emailed to you.

3. It is our policy to never pass on any of your personal details.

4. We also accept Paypal payments; no personal bank details are passed through to us.

Messages

1. You are able to include a gift message in your order, but this is not a requirement. However if we are contacted by the recipient, requesting the senders name, we will disclose this information.

2. Personalised printed messages are also available upon request. The Sweet Pantry are unable to take responsibility for typo's made. We type messages to the letter, relaid by the customer.

Payments

1. All payments are processed by Stripe to ensure the payment security online.

2. We also allow customers choice to make payment via, Paypal. This also offers security online.

3. Payment will be processed at the time of order. The name and billing address given must be the same as the registered name and address of the cardholder.

4. Failure to supply the correct details may result in delay or cancellation of your order.

5. Your order confirmation and details of the payment will be emailed to you.

6. You may cancel your order at anytime within 24hrs of your order being placed.

7. If you wish to cancel your order please contact us via our contact page.

Deliveries

1. For all orders we ask for you to allow 5/10 working days maximum for completion. Order times do vary for each product. We start 'made-to-order' orders 24 hrs after order received, due to allowing time for last minuet cancellations.

2. If there are any expected problems with completing your order in time, we will contact you.

3. We do not dispatch goods on Saturday or Sundays. We only offer weekend deliveries
if you are local to Southend-on-Sea

4. All UK deliveries are made by Royal Mail.

5. We offer Royal Mail tracked 48 service (2-3 days), Tracked 24 (1-2 days), this isn't including production time.

6. We cannot be responsible for Royal Mail delays.

7. Our chocolates are posted out in cardboard postal boxes, with additional cushioning.

8. We are unable to send out an order if the temperature exceeds 23 degrees and will do ur best to contact you, in these situations. We will send out your products as soon as the weather cools.

9. I we are delivering to a third party address - as a gift - please provide us with the full and accurate address including postcode. We are not liable for the lost or delayed ordered due to incorrect address details. We will not be liable if the delivery fails to reach the recipient intended.

10. UK delivery includes Scotland, England, NI and Wales.

11. If returning goods to us, please provide proof of posting from your delivery service provider, as we are not responsible for any items that fail to reach us.

12. We do not monitor deliveries, however if the products / gift has not been delivered please inform us immediately to enable us to track your delivery.

13. We do not dispatch over the weekend.

14. Orders received after 3pm Friday, will be processed the following Monday.

Refunds

1. If you are in anyway dissatisfied with our products we will always do our best to resolve the problem.

2. Please contact us regarding your issue as soon as you can, so we can investigate the problem.

3. Due to the nature of our items, we are unable to accept returns due to change of mind or simply no longer need it.

4. We cannot issue refunds due to broken items. We do our absolute best to ensure our products are wrapped
safely for travel. We label our products fragile to notify the postman.
However we cannot be responsible for the Royal Mails handling of packages.

5. If you provide us with a personalisation, we will copy this letter for letter. We cannot be responsible for buyers typo's.

6. If returning goods to us, please provide proof of posting from your delivery service provider, as we are not responsible for any items that fail to reach us.

7. We accept returns if there is something at fault with our products; for us to investigate further please send the product(s) back to us. Once we have received the goods and carried out our investigations, we will contact you; if meets requirements, we will send refund to the account holder to whom placed the order.

8. If returning goods to us, please provide proof of posting from your delivery service provider, as we are not responsible for any items that fail to reach us.

Pricing / Offers

1. The Sweet Pantry reserve the right to change our prices as and when we find fit, without any prior notice.
This can also reflect upon our different selling platforms, i.e website / Facebook / Etsy etc.

2. If you are to order an item within a promotional time-frame, but do not pay and complete the order within the same time frame; we are unable to apply the promotional offer to you.

3. We are afraid we do not offer discount codes in general.

4. The concept of The Sweet Pantry is to make our products reasonably priced, gifts & treats, allowing our items to be affordable for everyone so we try to keep our prices & margins as low as we can. We simply can't reduce further. We believe all customers, new and those who buy from us again should get the very best prices we can offer.

5. We do sometimes offer deals / reductions on our products, seasonally or due to short shelf life. These are updated regularly to our Facebook page, Click Here

Product Dates

1. All products come individually stated with their own use by dates / best before dates.

2. All products expected shelf life are stated on its product profile. Please take this into consideration when placing your order.

3. Products expected shelf life will vary from one product to the next, i.e. Biscuit topped slabs will have a much shorter shelf life in comparison to sugary sweet toppings.

4. Our items are made with fresh & high quality products, we do not use any added preservatives.
Our items are made with freshness & quality as our foremost intention; best enjoyed as soon as possible.