Returns & Delivery

Deliveries

When will my order be shipped?
All orders placed before 2:00pm (Monday-Friday – excluding UK bank holidays) will be dispatched the same day. Any orders placed after 2:00pm will be dispatched the next working day.

We will send an email confirmation once this has been dispatched.

What are my delivery options?
We try to offer our customers as many delivery options as possible so you can make a decision on which service suits your needs.

• Royal Mail 1st Class: Next working day aim (including Saturdays)
  This is not a tracked service.
  When your basket exceeds £20 this delivery option is not available as an option due to compensation for loss or damage not being sufficient.
• Royal Mail 2nd Class: 2-3 working days aim (including Saturdays)
  This is not a tracked service.
  When your basket exceeds £20 this delivery option is not available as an option due to compensation for loss or damage not being sufficient.
• Royal Mail Signed For 1st Class: Next working day aim (including Saturdays)
  Signature on delivery with an online delivery confirmation.
  When your basket exceeds £50 this delivery option is not available as an option due to compensation for loss or damage not being sufficient.
• Royal Mail Signed For 2nd Class: 2-3 working days aim (including Saturdays)
  Signature on delivery with an online delivery confirmation.
  When your basket exceeds £50 this delivery option is not available as an option due to compensation for loss or damage not being sufficient.
• Courier – Next Day Delivery: Next working day aim.
  Tracked service provided by APC Overnight.

** Christmas 2023 **

Our teams are working hard to dispatch your order on time, however Royal Mail are currently experiencing some delays. Please allow up to 1 week after your expected delivery date before contacting us about your order.

For guaranteed Christmas Delivery we suggest Thursday 14th December 2023 (2nd class), Friday 15th December 2023 (1st class), Tuesday 19th December 2023 (Tracked 24), Wednesday 20th December 2023 (Courier – Next Day).

International

• Royal Mail International Tracked & Signed: Europe; aim 3-5 working days – Worldwide; aim 5-7 working days.
  Fully tracked to delivery point. Signature on delivery. Online delivery confirmation.
• Royal Mail International Economy: Western Europe; up to 2 weeks – Eastern Europe; up to 5 weeks – North America; up to 6 weeks – South America, Africa & Asia; up to 8 weeks – Australia – up to 12 weeks.
  This is not a tracked service.  Option drops off after basket £20 is exceeded

Do you offer free shipping?
We do offer free shipping on orders of £50 and over

Can I track my order?
If you have chosen a service that is tracked – your dispatch email will include a tracking number.

Returns & Refunds

Returns/Exchanges

As a small and passionate family business we aim to exceed expectations and strive for total customer satisfaction and invest in high quality and clean ingredients lovingly produced. In the extremely rare scenario whereby you are not happy with the quality of our product we encourage you to contact us so we can replace items.

We have a 30 day return policy. If 30 days have past by since your purchase unfortunately regardless of your inquiry we cannot offer you a refund or exchange.

In the first instance if you could send a copy of your receipt (so we can see the date and whereabouts of purchase); photo of our product including the LOT Number and best before date on the rear with a short sentence highlighting what has not met your expectations. We will liaise with our factory promptly and keep you informed. We will do everything within our control to placate you.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original unopened packaging. If there is evidence that the product has been tampered with since delivery this will make it more difficult for us to warrant your return.

Refunds
Once your return is received and inspected we will contact you to notify you that we have received your returned item. If we can exchange the goods to you we will. We will also notify you of the approval or rejection of your refund. As the Mallows are perishable and delicate due to their unique vegan recipe, there must be good reason for you no longer able to make use of your Mallows in order for us to refund them completely and put them back through the delivery system.
If you are approved then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment at our earliest convenience.