📦 Return Window: 14 days from delivery
Free returns for defective items or seller error · Personalised goods exempt from change-of-mind returns (CCR 2013) · Refunds processed within 5–10 business days
- ✓ Items damaged or faulty on arrival
- ✓ Wrong item sent
- ✓ Item significantly not as described
- ✓ Non-personalised items (within 14 days, unopened)
- ✓ Lost in transit (reported within 10 days)
- ✗ Personalised items (unless faulty/damaged)
- ✗ Change of mind on custom designs
- ✗ Incorrect personalisation details provided by you
- ✗ Items reported more than 48 hours after delivery
- ✗ Food items that have been opened
Why Personalised Items Have Different Rules
Our products are made to order — each one is handcrafted and personalised specifically for you or your recipient. Once production begins, the item cannot be resold or reused, which is why personalised items are exempt from standard right-to-return legislation under the Consumer Contracts Regulations 2013 (Regulation 28(1)(b)).
However, if your personalised item arrives damaged, faulty, or significantly not as described, you are still protected — please follow the process below and we will make it right.
How to Make a Return / Complaint
Follow these steps within 48 hours of receiving your order for damaged or faulty items:
Take clear photographs
You must provide photographic evidence. Please photograph:
- The entire outer packaging (showing any damage to the box)
- The item itself clearly showing the fault or damage
- The personalisation area (if the issue relates to the design or text)
- Your order number label or packing slip if visible
Email us within 48 hours
Send your photos and order details to:
- Your order number (e.g. ORD-XXXXX)
- Your full name and delivery address
- A clear description of the issue
- All photographs attached to the email
We review within 2 business days
We will review your claim and photographs and respond with one of the following:
- A replacement item — we will reprioritise production and reship at no cost to you
- A full or partial refund to your original payment method
- A resolution offer (e.g. partial refund if the issue is minor)
Refund Processing Times
- Approved refunds are issued to your original payment method (card or Stripe).
- Refunds typically appear within 5–10 business days depending on your bank or card provider.
- GiftSplit™ product share refunds follow the same timeline; the £1.20 service fee is non-refundable.
- We do not charge any restocking or returns processing fees.
Non-Personalised Items
If you purchased a non-personalised item (no custom text, no custom design, no uploaded images), you may return it within 14 days of receipt provided:
- The item is unopened and in its original condition.
- Free returns — we cover the return postage.
- You notify us by email first at sweets@sweets-n-stuff.com before returning.
Once received and inspected, we will process your refund within 5–10 business days.
Perishable & Food Products
Our products contain food items (chocolates, sweets). For health and safety reasons, opened food items cannot be returned or refunded unless they are contaminated or unfit for consumption. If you believe there is a food safety issue, contact us and we will escalate appropriately.
Your Consumer Rights
Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015. If you believe goods are faulty, not fit for purpose, or not as described, you are entitled to a repair, replacement, or refund regardless of personalisation. We will always aim to resolve issues fairly and promptly.
Need help with an order?
Email us at sweets@sweets-n-stuff.com — we aim to respond within 1 business day.