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.
Updated 07.11.2025
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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 here 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. Breakages, Damaged or Incorrect Items
All products are carefully inspected and packaged to ensure they are dispatched in excellent condition. However, due to the fragile nature of chocolate, minor breakages or cosmetic imperfections may occasionally occur during transit.
Sugar Spun Sister Chocolates does not accept liability for such minor damage and will not issue refunds or replacements in these circumstances. This includes, but is not limited to, broken pieces, surface marks, or slight deformation caused by handling or temperature variation during delivery.
In the event that a product arrives in a spoiled or unsafe condition, please contact us within 48 hours of receipt, providing photographic evidence of the damage and packaging. Each case will be reviewed individually, and appropriate action will be taken at our discretion.
This policy does not affect your statutory rights.
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 here
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