Our personalised gift orders are made especially for you. We cannot accept change-of-mind returns or cancellations for genuinely personalised goods. If an order is damaged, faulty, unsafe, incorrect or not as described, your consumer rights still apply.
Personalised gift orders
We do not accept returns, exchanges or cancellations simply because you change your mind about a gift that has been made to your specifications or clearly personalised, such as favours printed with your own name or message. This exclusion applies to change-of-mind requests, even if the personalised order is unopened.
Please check your personalisation details carefully before ordering. If you need a change, contact us quickly and we will help where possible. We cannot guarantee changes after personalisation or dispatch, but this does not affect your rights if we make an error or supply faulty goods.
A problem with your order?
If your sweets arrive damaged, faulty, unsafe or different from what you ordered, email hello@sweetenoughuk.com as soon as reasonably possible. Please include your order number or other proof of purchase and tell us what has happened. Photos of the product, packaging and batch or best-before information can help us investigate, where available.
Please do not eat a product that you believe is unsafe. Keep the packaging and any remaining product while we advise you on the next steps. We will arrange an appropriate remedy, such as a refund or replacement, in line with your consumer rights. We cover reasonable return costs where the goods are faulty, damaged or incorrectly supplied and a return is needed.
These rights apply to food, personalised items and sale items too. You do not lose them simply because you opened the packaging to discover a problem. Please contact us promptly, but we do not impose a 24-hour reporting deadline that removes your statutory rights.
Other sealed, non-personalised sweets
Where a statutory online cancellation right applies to sealed, non-personalised sweets that are not liable to deteriorate or expire rapidly, tell us within 14 days after the day you receive the goods, then send them back within 14 days of telling us. You can cancel by any clear statement, including email. This right does not require our approval.
We do not offer an additional voluntary 30-day change-of-mind returns period for new orders. Any additional return rights promised when you placed an earlier order remain unaffected.
A gift is not automatically personalised simply because it is sent to someone else. Selecting a standard size, colour or sweets from our normal options does not, by itself, make the goods personalised.
Opened food and perishable goods
- Opened or unsealed food: for health and hygiene reasons, the change-of-mind cancellation right does not apply to sealed food that is unsuitable for return once its seal has been broken after delivery. Our voluntary returns policy also excludes food that has been opened, eaten, handled or otherwise unsealed.
- Rapidly perishable goods: goods that are liable to deteriorate or expire rapidly are excluded from change-of-mind cancellation. We do not treat all sweets as rapidly perishable just because they are food.
These exclusions concern a change of mind. They do not affect your rights if the goods are faulty, damaged, unsafe, incorrect or not as described.
Reporting a problem or arranging a return
Email hello@sweetenoughuk.com with your order details and the reason for contacting us. Where a return is agreed, we will provide the return address and suitable packing instructions upon acceptance. Please contact us before posting food so we can advise on safe handling.
If you are exercising a statutory right to cancel an eligible non-personalised order, you do not need our approval; notify us and we will provide the return address and instructions. The personalised-goods and opened-food exceptions explained above still apply.
For an eligible change-of-mind return, you pay the direct return postage unless we agree otherwise. Pack the goods securely. We do not charge a restocking fee. Where the law allows it, we may make a deduction for loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.
Refunds and delivery charges
For a statutory cancellation, we refund without undue delay and no later than 14 days after receiving the goods back or receiving evidence that you have sent them back, whichever is earlier. We use the original payment method unless you expressly agree otherwise, without an additional refund fee.
If you cancel the whole order under your statutory cancellation right, we also refund the cost of our least expensive standard delivery service. Any extra paid for an upgraded delivery service is not refundable under that right. We do not normally refund the original delivery charge for a partial change-of-mind return.
Your bank or payment provider may take additional time to show the payment. Refunds for faulty or incorrectly supplied goods follow the applicable consumer rights and agreed remedy.
Order changes and exchanges
Please contact us quickly if you need to change an order before it is prepared or sent. We will help where possible, but cannot promise to change an order that has already been personalised or dispatched. This does not remove any cancellation right that applies.
For food-safety reasons, we do not operate a direct exchange service for opened sweets. If an eligible sealed return is arranged and you would prefer a different product, we can explain the return and new-order options.
Contact and cancellation information
Sweet Enough
Email: hello@sweetenoughuk.com
To cancel an eligible order, you can email a clear statement such as: “I wish to cancel my order”, together with your order number, the items concerned, the order or delivery date, your name and your address. You do not have to use these exact words or give a reason.
For more help, visit our contact page or read our delivery policy.