Everything we make is handmade to order and packed with fresh and perishable items. That shapes what we can and cannot take back, so please read this before you order.
Perishable and made-to-order goods
Because our snack boxes, gift hampers and chocolate bouquets are perishable and are assembled specifically for you, we cannot accept returns or give refunds for a change of mind — for example if you no longer need the gift, chose the wrong size, or found something you prefer elsewhere. Once a box has left us we cannot resell it.
If something is wrong with your order
We will always put things right if your order arrives damaged, is not what you ordered, or is not as described.
Please tell us on the same day you receive the order. Send us a message on WhatsApp (0776 620 294) with:
- a photo of the item and its packaging as it arrived,
- the name the order was placed under, and
- a short description of the problem.
The same-day window is not us being difficult — with fresh food it is the only way we can tell what happened before the goods spoil naturally. Please keep the item and its packaging until we have sorted it out, and do not throw anything away first.
How we put it right
Once we have seen your photo and agreed there is a problem, we will replace the item — remade and redelivered at no cost to you, at the earliest slot we have available.
If a replacement is not possible — for example the occasion has passed, or an ingredient is no longer available — we will refund you for the affected item instead. Refunds are made by the same method you paid us, normally within 7 working days of us agreeing to it.
Custom orders
Personalised and custom-built orders — bespoke hampers, printed or engraved messages, specific colour and product combinations — cannot be refunded once we have started packing them, because the work and the ingredients cannot be reused for anyone else. This does not affect your right to a replacement or refund if the finished order arrives damaged or is not what was agreed.
Cancelling an order
You can cancel free of charge at any time before we start packing your order, and we will refund anything you have already paid in full. Just message us on WhatsApp as soon as you know. Once packing has begun we cannot cancel, as the items have been committed to your order.
Deliveries
Please make sure the delivery address and contact number you give us are correct, and that someone is available to receive the order. If we cannot deliver because nobody is there or the details were wrong, a second delivery attempt may be charged, and we cannot be responsible for goods that spoil as a result.
Talk to us
If anything about your order isn’t right, message us before you do anything else — we would far rather fix it than have you disappointed.
WhatsApp or phone: 0776 620 294
Email: sweeeetmunchies@gmail.com