Frequently Asked Questions

How do I order sweet jars?

It’s simple!  You can order your sweet jars in 3 easy steps; choose the size jar you want, choose the sweets, then choose the message label you would like or message us via the Contact Us page to write your own message label.  Then, simply pay and we’ll lovingly package your goods and post them out to you.

What happens if my sweets are out of stock?

We will aim to have sufficient stock at all times, however, if for any reason we are short of stock and are unable to fulfil your order we will contact you via email to ask whether you would like an alternative product, a refund or to hold the order until new stock arrives.

How can I pay for my goods?

We accept all of the major credit and debit cards…

  • Mastercard (Credit & Debit)
  • VISA (Credit, Debit & Electron)
  • American Express
  • Maestro
  • Visa Electron

How long does delivery take?

We will normally dispatch orders within 1-2 working days (Monday-Friday). This excludes Bank Holidays. Although, this is not always possible especially during busy times.

We use Royal Mail 24™(1st class mail) – delivery takes 1-3 working days and Royal Mail 48™ (2nd class mail) – delivery takes 2-4 working days for all orders weighing less than 2kg.

Larger orders (over 3kgs) will be dispatch by Parcelforce and our couriers work Monday-Friday 9am – 5pm.  We try to ensure that orders placed before 12 noon will be dispatched the same day, however, this is not always possible.  Please note that we don’t send orders out over the weekend or bank holiday. We will deliver the goods to the address you specify for delivery in your order. It is important that this address is accurate. Once your order leaves us we are unable to change address information or redirect orders without incurring charges which you will need to cover. If we cannot contact you to verify delivery details due to an invalid email address and/or telephone number being given we reserve the right to cancel the order. Please be precise about where you would like the goods left if you are out when we deliver. We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions (unless this is caused by our negligence). We will aim to deliver the goods by the date quoted for delivery but delivery times are not guaranteed and therefore time is not of the essence. In any event, we will aim to deliver your goods within 7 days from the day after the day we received your order. If delivery is delayed beyond this time, we will contact you and either agree a mutually acceptable alternative date or offer you a full refund.

If an order going to a UK address is not received within the delivery time frame specified in your dispatch email we advise prompt follow-up. In any event, if you have not received your order within 7 days of despatch please contact us and we will investigate.  As the items will not fit through a standard size letter box, please ensure that you check with your local Royal Mail or courier depot before contacting us.

If an item is returned to us as a result of a recipient not following up on the delivery within the time frame, an additional charge will be liable to repackage and resend, or alternatively we will refund minus the delivery charge.

If your order is returned to us because the recipient has failed to respond after Royal Mail or our courier has attempted deliveries and notified them, you must cover the cost of resending the order should you wish to do so. If you choose not to resend your order after it’s been returned we will refund you the value of the product only, not the delivery costs.

In the unlikely event that your order goes missing, we will offer to send a replacement order or refund. Our courier deliveries can be delivered any time during working hours; however, we are unable to provide an ETA – we do not offer a timed service.

Unless you instruct us otherwise, orders are automatically authorised to be left with a neighbour if the recipient is out (they will always try to deliver it directly first though). In this event, our courier or Royal Mail will leave a card advising you where they have left your package. If you DO NOT want your order to be left with any neighbours or there is a safe place where you’re happy for it to be left please tell us in the delivery instructions box when you check out so we can inform them.

You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.

Please allow sufficient time for your order to be dispatched and delivered, as we cannot be held responsible for any delays caused by third parties.

Please note that we are only able to deliver to addresses within the United Kingdom, but excluding the Isle of Wight, the Isle of Man, the Scottish Isles, parts of Scotland, Northern Ireland and the Channel Isles.

How can I find out what ingredients are in the sweets?

We provide ingredient, nutritional and allergen information on our website, as a service to our customers. This information is available on the ‘Choose Sweets’ section of the website under the ‘Information’ button for each sweet.  This information 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 nut.

Only well-known, branded sweets are used to ensure quality and our sweet are packed carefully in a clean, safe environment in accordance with strict food safety guidelines.

Please visit www.food.gov.uk/ratings for more information.

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.  Please see our Delivery Information page for further information.

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.

What is your Cancellation/Returns Policy?

Under ‘The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 SI 2013/3134’ you have the legal right to cancel your order up to 14 calendar days after the day on which you receive your goods (with the exception of any made to order items). You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty.

Should you wish to cancel your order, you can use the Cancellation Form provided on our website, or alternatively you can notify us by any other clear method.

You cannot cancel your order if the goods you have ordered are bespoke (i.e., if you have chosen your own message label).

If you have received the goods before you cancel your order then you must send the goods back to our contact address at your own cost and risk. If you cancel your order but we have already processed the goods for delivery, you should not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible. You can return goods to us that are not bespoke within 7 days of receiving them under the Distance Selling Regulations, if they are unused and in re-sellable (new) condition. You will be responsible for arranging and paying the return postage – we recommend a signed-for service to avoid postal losses or delays.

Once you have notified us that you are cancelling your order, upon receiving your return, if the items are in the condition described above, we will refund the value of the items (the postage is not refundable in such cases) within 14 calendar days.

We may make a deduction from your refund for any loss in the value of the goods supplied if the loss is the result of unnecessary handling by you (for example using the goods prior to cancellation).

Goods should be returned to:

Sweet Remedies Ltd
16, Pine Gardens
Tranch
Pontypool
Torfaen
S. Wales, NP4 6BS

What do I need to do if I want to return something?

Please contact us, by telephone on 07882731547 or by using our contact form before returning the goods to us.

Goods returned to us must be sent using a trackable Royal Mail service.  Please ensure that the returning items are well packaged, as we cannot accept responsibility for items damaged or lost in the return transit.

How safe is my personal information?

Sweet Remedies Ltd 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 card details are securely handled by WorldPay, who are one of the leading credit card processing companies widely used on the internet. You can learn more about them at https://www.worldpay.com/uk

You can also read our Privacy Policy.

How will you use my email address?

If you choose to receive email communications from us, we will send you occasional emails about our products and special offers. You are given the opportunity to stop receiving our emails on all of our communications with you any time you like. If you choose to have your name removed from our mailing list then we will endeavour to do this as quickly as possible.

We do not disclose any of your information to any third party.

How can I get in touch with you?

You can get in touch in a number of ways:

Our telephone number: 07882731557
(please leave a message if we are dealing with other customers and we will return your call the same day).

Contact us via email:
Please use our contact form to send us an email.