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Frequent Questions
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Privacy Policy
We promise, we will never divulge any of your details to any third party for any reason. We may use your details to provide you with information about your order such as; status and / or any problems with completing your order. When you place your order with The Sweet Pantry Ltd, and you give your information to us; your name, address and contact number, we'll temporarily store these on our secure, private business computer system. Our Apple Mac is fully password protected. Sales and details which are operated via Facebook or email / are also protected by passwords. Any details shared via WhatsApp are also protected via password and face identification protection, which is an auto lock feature. The Protection Acts of 1984, 1998 and The General Data Protection Regulation (GDPR) (EU) 2016/679, we follow strict security procedures in the storage and disclosure of information which you have shared with us, to prevent unauthorised access. Once your order is complete, all our held information about you is correctly & safely removed.
Shelf Life
How Long Do Your Products Last?
Each category of our products have a different shelf life expectancy - Chocolate Slabs: Our chocolate slabs will last up to 6 months if stored correctly. We label all our products individually "Best Before" up to 3 months, this is due to that perfect snap and topping freshness. To store correctly, place into an air tight container and place in a cool and dry place away from direct heat or sunlight - If our chocolate is exposed to moisture it can cause "Sugar Bloom", this is where the sugar crystals within the chocolate have attracted moisture. Although this is unsightly, it is completely safe to consume. Chocolate products containing Biscuits or brownies, have a shorter shelf life of 3 weeks. This is due to the biscuits / brownies attracting moisture. They will become soft, still safe to eat, but not as yummy.
Chocolate Smashers:
Our chocolate Smashers will last up to 6 months if stored correctly. We label all our products individually "Best Before" up to 3 months, this is due to that perfect snap and topping freshness. To store correctly, place into an air tight container and place in a cool and dry place away from direct heat or sunlight - If our chocolate is exposed to moisture it can cause "Sugar Bloom", this is where the sugar crystals within the chocolate have attracted moisture. Although this is unsightly, it is completely safe to consume. The shelf life will also depend on the Smashers fillings. We adjust the 'use by date' stated on each gift set accordingly to the fillings. Chocolate Filled Hearts / Slabs / Cups: Our filled chocolate products will last up to 3 weeks if stored correctly. We label all our products individually "Best Before", this is due to the fillings inside. To store correctly, place into an air tight container and place in a cool and dry place away from direct heat or sunlight - If our chocolate is exposed to moisture it can cause "Sugar Bloom", this is where the sugar crystals within the chocolate have attracted moisture. Although this is unsightly, it is completely safe to consume. The shelf life will also depend on the filling. We adjust the 'use by date' stated on each item, accordingly to the fillings.
Hot Chocolate:
Our hot chocolate items will last up to 6 months if stored correctly. We label all our products individually "Best Before" up to 3 months, this is due to that perfect snap and topping freshness. To store correctly, place into an air tight container and place in a cool and dry place away from direct heat or sunlight - If our chocolate is exposed to moisture it can cause "Sugar Bloom", this is where the sugar crystals within the chocolate have attracted moisture. Although this is unsightly, it is completely safe to consume. Chocolate products topped with biscuits, will have a shorter shelf life of 3 weeks. This is due to the biscuits attracting moisture. They will become soft, still safe to eat, but not as yummy. Fudge: Our fudge products have a shelf life of 3 weeks, from the day they are made. All products are individually labelled with a "Use By Date". Our fudge can be frozen if you choose to do so. Simply wrap your fudge tightly in cling film, and put into an air tight container. Place the container into your freezer; you can keep it frozen for up to 2 months. How to defrost; take out the air tight container and place in to the fridge over night. The following day take out and leave at room temperature, this is the best temperature to consume and enjoy.
Sweet Keep Sakes:
Our Sweet Keep Sakes come in lovely glass jars or bottles, these glass containers are fantastic for keeping sweets fresh, due to the nonporous material; keeping your sweets dry, and fresh. All Sweets are sold and shipped within a lengthy "use by" date. Our Sweet Keepsakes will last up to 3 months.
Why are there white spots / marks on my chocolate?
These white marks are called "Sugar Bloom"; this is caused to the sugar crystals within the chocolate, becoming exposed to moisture. Although sugar bloom can be unsightly, it is safe to consume. Sugar bloom does not affect the taste of chocolate. All our chocolate is stored in airtight containers, kept well away from moisture and direct heat and sunlight, from the making to shipping. Unfortunately we are not able to be responsible for any moisture exposer during transit. We make sure all products are wrapped and packaged accordingly to keep our chocolate safe the best we can for during transit.
There are faint white swirls on my chocolate?
All our chocolate is tempered using cocoa silk. This is a very traditional method for tempering our chocolate, this method creates our chocolates smooth mouth feel, our chocolates perfect snap, and gorgeous shine. Due to how amazing our chocolate tempers, it retracts from it's moulds very quickly and easily. Our moulds are made from all different materials; some moulds are bendable / more flexible than others; thus time to time, the chocolate tightens from the mould, the mould releases the chocolate in areas and can sometimes leave very very faint swirls in the chocolate. This is a natural occurrence. Completely harmless, and safe to consume.
Orders
Do you offer discounts?
I’m afraid we don’t do discount codes. Here at The Sweet Pantry, our goal is to offer tasty and unique products for our customers. We aim to keep our prices fair and as reasonable as possible, all year round. To do this we keep our prices and margins low and simply cannot reduce down anymore. From time to time we do offer discount prices on offers & bundles.
Do you offer free postage?
Unfortunately, we don’t offer free delivery as no courier’s offer free delivery. Although you will find other sellers offering free postage, the postal costs will simply be included in the final product price to enable sellers to do this. Our product prices do not include the postal charge element, where as other company's may do this. It is a marketing strategy to entice you to buy a product over a competitors.
Do you offer hand deliver?
We are based in the town of Southend-on-Sea, Essex. If you are local to us and would like us to hand deliver to you, please get in touch when ordering. * Local - Southend-on-Sea and surrounding areas i.e.. Rochford, Leigh, Benfleet, Hadleigh, Shoeburyness, Rayleigh.
Can I collect from you?
We are based in the town of Southend-on-Sea, Essex. If you are local to us and would to collect, please get in touch when ordering.
* Local - Southend-on-Sea and surrounding areas i.e.. Rochford, Leigh, Benfleet, Hadleigh, Shoeburyness, Rayleigh.
Do you post?
We are able to post most of our products to anywhere within the UK. We use Royal Mail Tracked 48 postage. Some of our items, such as our Smashers are very delicate, for this reason they are not yet available for delivery. They are local delivery or collection. We are based in Southend-on-Sea. Tracked 48 - Royal Mail
£4.50
I haven't received my order from you?
We're sorry to hear that! Contact us directly and we will help you with this issue. All our products are sent Tracked 48, this is especially to make sure we can insure your products safe arrival. This helps to protect you & us. Please bare in mind, as all our products are sent via The Royal Mail, it is extremely rare these days for parcels to get lost in the mailing system. Please allow 7 days from the day of your email stating your items have been posted. From the 7th day your parcel is classed as missing. Please also check in your 'safe place' or with local neighbours to make sure they haven't been handed your parcel. After the 7th day, please contact us and we will help investigate this issue further. Upon handing our items to the Royal mail we do keep the slip of proof for sending. We can send a picture of this for your records if requested. To do this please pop us a message via our Facebook page chat. www.facebook.com/sweetpantryltd
I've received my order, but its broken...
We're sorry to hear about this! Unfortunately, we are unable to take responsibility for received broken items. We insure that before a product has left our possession, the item is in perfect condition and we make sure it wrapped safely to the best of our ability. We do also apply labels to our packaging to state our items are fragile. We cannot take responsibility for the items care while it is in the Royal mails possession.
Do you accept returns?
Unfortunately due to the nature of our products we are unable to accept returns - unless there is something wrong with one of our products. If this is the case, please get in touch with us and we will assist you further, we will investigate your concern, and help you with a solution. We cannot be responsible for returns postage.
Something in my order is missing?
We are sorry to hear this! All orders are photographed before being posted. A copy of your orders photo is available upon request. If you still need further help, please get in touch and we will assist you the best we can.
Hot Weather Sales
During the warmer weather we will place warning stickers on the parcels, asking the Royal Mail Staff to keep the parcels away from heat sources. In extremely warm weather, we may decide to stop posting out for a few days until the weather cools down. If this will cause your order to breach the 5-10 day turnaround, we will of course contact you to discuss this. Please note that we cannot be held responsible for any heat damage to our products during transit. If you order our products during the hot weather periods, are you doing so at your own risk.
Rush Orders
What is a rush order?
We treat all our orders as time sensitive; but we understand it's sometimes all too easy to accidentally leave gift picking to the very last minuet! So for this reason, we offer a 'Rush Order' option for an additional charge. We complete our orders on a 'first come, first serve' basis. All our products advertised on our website are on a pre-order basis. We make the majority of all our items from scratch on demand. What is a 'Rush Order'? Your order will jump the que! Selecting this option will simply push your order to the top of our 'make list'. Don't worry your items will not be rushed in ways of quality! - It will still be made with all our efforts & standards! We will make sure your order is begun being made as soon as we receive your order and payment; made the same day or first thing the next morning, for orders received after open hours. We will have it posted out to you as soon as we can! Please bear in mind, rush orders still apply the added time for Royal mail postage times.
Dietary Needs
I am vegan, can your items be made Vegan Friendly for me?
Yes! We love to cater to all needs and cravings. We offer a whole collection of chocolatey treats to cater for Vegan / Dairy Free products. We are proud to use a very high quality and well known brand of chocolate for our Vegan Products
www.thesweetpantryltd.co.uk/home-of-dairy-chocolate
I have an intolerance to dairy, can I still order products?
Yes! We love to cater to all needs and cravings. We offer a whole collection of chocolatey treats to cater for Vegan / Dairy Free products. We are proud to use a very high quality and well known brand of chocolate for our Vegan Products. Our Vegan products contain no dairy. These items are perfect for those with dairy intolerances to! Enjoy.
www.thesweetpantryltd.co.uk/home-of-dairy-chocolate
Is your chocolate gluten free?
Yes! Our Belgian Chocolate is all gluten free. You can enjoy without the worry of Gluten. We also offer free-from toppings. If you are at all concerned about Gluten in our products, please get in touch for more information, before placing an order.
Can you cater to my nut allergy?
Sorry but we cannot...
Due to all our products being made in a domestic kitchen, where we work on a daily basis with many different products, many being allergenic ingredients, we are unfortunately unable to guarantee 100% safe nut-free products. For this reason we provide safety notices on all our products about allergens and warn for traces of nuts. If you are at all concerned about allergens, please do not place an order straight away and do get in touch with us.