Thank you for shopping with Sugar Spun Sister Chocolates.
We take great pride in the quality and care of our handmade chocolates.

Please read our Refund and Returns Policy carefully.

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1. Order Cancellations

You have the right to cancel your order before it is processed and dispatched.
If you wish to cancel, please contact us as soon as possible at lizzie@sugarspunsister.co.uk quoting your order number.

Once your order has been processed and shipped, it cannot be cancelled due to the perishable nature of our products.

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2. Perishable Goods

As our products are made with fresh ingredients and are perishable, we are unable to accept returns or offer refunds for unwanted items once processed dispatched, in accordance with the Consumer Contracts Regulations 2013, which exclude perishable goods from the 14-day cancellation period.

Please ensure you review your order carefully before confirming your purchase.

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3. Damaged or Incorrect Items

If you receive a product that is:​

• Incorrect (not what you ordered)

• Faulty

Please contact us within 24 hours of receiving your order at lizzie@sugarspinsister.co.uk including:

• Your order number

• A description of the issue

• Clear photos of the damaged or incorrect item(s)

We will offer a replacement or refund, depending on the circumstances.

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4. Melted Products

We are not responsible for melted products caused by warm weather or delivery delays.
We take great care in dispatching (24 hours tracked postage) & eco packaging to reduce this risk, but once items leave our premises, we cannot guarantee temperature control during transit. During warmer months & high temperatures we may need to delay dispatching your order- if this happens you will be notified.

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5. Incorrect Shipping Information

Please ensure all shipping details are correct when placing your order.
We are not responsible for orders lost, delayed, or returned due to incorrect addresses provided by the customer. Refunds will not be issued in these cases.

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6. Refund Processing

If a refund is approved:

• It will be processed back to your original method of payment.

• Please allow up to 14 working days for the funds to appear, depending on your bank or card issuer.

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If you still require assistance please contact us lizzie@sugarspunsister.co.uk

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