Faqs

Questions? Look here

Can’t find an answer? Email us at thesweetestshophq@gmail.com

How are we keeping all of our staff and customers safe? In terms of sanitisation not much has changed at The Sweet Shop HQ as our stations are cleaned and sanitised daily and staff wear gloves. In addition we have introduced masks while working and our staff members work 2m apart.

Your order will arrive in a sealed box or pouch, you can of course wipe down these external surfaces when they reach you.

Finally if you are shielding / isolating and require contact free delivery DHL can arrange this for you. Please access the Track My Order page to let DHL know your delivery requests.

First up you need to decide whether you want your product to arrive in a Bag, Box or Jar. Our Custom Build Pick & Mix bag is 1kg in weight and you can have up to six different products in there. If you’re going for the Custom Build Box you can have up to 10 different products and that comes in 1.5kg / 2kg weight. Lastly, the Custom Build Jar is approximately 1.5 – 1.8kg in weight and you can have up to 10 products.

Select your products simply by hovering over the list and clicking on the ones you want. Products crossed out are temporarily out of stock. If you want less than 6/10 products ONLY choose the ones you want, and if this is just two products the weight will be split evenly by our packing team.

Of course you can go for one of our ready made mixes… Strawberry Mix, Fizzy Mix, Haribo Mix, Classic Mix and Vegan Mix.

Sometimes our sweet fairies don’t deliver the correct stock and products become unavailable. If 1 – 3 of your products are out of stock we will make the weight up with your remaining products. If more than three products are out of stock we will get in touch with you to make substitutions.

If a product is crucial to your order and your absolute fav please leave a note at checkout asking to be contacted if this one is out of stock. 

You cannot make any substitutions in these products, they come as standard with the products listed on the web page (if something is out of stock this will be stated). If you would like more or less of a certain product, you can request this at checkout and ask our packing team nicely by leaving a note in the comments box.

You can find a full list of individual ingredients here. Please be aware orders are packed in a warehouse that packs nut based confectionery and while we try our upmost to keep this separate, we cannot control products we receive from external suppliers.

We have labelled all relevant products with allergens (WHEAT, DAIRY, SOYA). If you, or the recipient of your gift has an intolerance to any of these allergens please do not purchase.

If you have an allergy or intolerance please get in touch and we can advise on the best products and our packing team can take extra precautions when preparing your order.

Our vegan range is suitable for all vegetarian and halal customers.

Absolutely, you can add a gift card to any order with a custom message (£2). You can find this on every product page, simply write your message in the box provided and the card will be placed in your order.

If you have ordered a 500g / 1kg bag this will arrive in a sealed plastic pouch which you can reseal yourself. All boxes will arrive shrink wrapped to ensure they are kept fresh during delivery.

Your order will arrive in an unlabelled box or bag, so for any households worried if this is a gift the package will pass undetected!

If you notice a mistake with your address you must email us at contact@thesweetshophq.com to amend this within one hour of placing your order. After this it is possible that your order has been fulfilled and left with the courier.

If you provide an incorrect address and the courier is unable to deliver we will not send out a replacement product. You must get in touch with us to arrange alternative action.

Likewise, if an order is attempted to be delivered more than three times and you are not in to receive this it will be returned to sender. At this point we will not be able to re send it free of charge.

Payment must be made online at time of ordering. 

​Your order will be fulfilled within 24 hours Monday – Friday. Any orders made on Saturday / Sunday will be fulfilled on the first working day.

UK Mainland rate: £4.50

Please allow 1-3 working days for your order to arrive, this does not include weekends or bank holidays for post. 

​Tracking info is available via DPD. If you require this information please see website page here

If you are outside of main land England (e.g Scottish Highlands, Isle of Wight etc) please get in touch with us to obtain your tracking information and allow five working days for delivery.

We do offer international shipping, to Europe and the rest of the world. You will be charged according to the weight of your order. We will provide you with a tracking reference but please allow 5-10 working days for delivery.

If your country is not listed please get in touch to arrange a shipping quote.

We are currently NOT shipping to USA and Canada.

Returns and refunds are not available unless there is a problem or mistake with order.

Thank you for shopping with us!