Terms & Conditions & Frequently asked Questions

By placing an order with Sugar Spun Sister Chocolates, you agree to the following terms and conditions. Please read them carefully before completing your purchase.

1. Handmade & Perishable Products

All Sugar Spun Sister Chocolates products are handmade in small batches. Due to the nature of handmade items, slight variations in colour, decoration and finish may occur. These variations are part of the charm of handcrafted chocolate and are not considered faults.

Our products are perishable goods and should be stored as advised on the product packaging or website.

2. Ordering & Cancellations

Orders may be cancelled before dispatch.
Once an order has been dispatched, it cannot be cancelled.

Due to the perishable nature of chocolate products, we are unable to accept returns for change of mind once an order has been shipped.

3. Right to Cancel (Distance Selling Regulations)

In line with UK consumer law, the right to cancel does not apply to perishable goods, including handmade chocolates.
For this reason, we do not accept returns or offer refunds for unwanted items unless the product is faulty.

4. Postage & Delivery

All orders are sent using Royal Mail 24-Hour Tracked delivery unless otherwise stated.

Once your order has been dispatched and handed over to Royal Mail, you will receive tracking information by email. Delivery times are estimates only and are outside of our control once parcels are with Royal Mail.

During peak periods such as Christmas, delivery times may be longer than usual. We strongly recommend ordering early, as delivery dates cannot be guaranteed once parcels are with Royal Mail.

5. Delivery Issues & Lost Parcels

If your order does not arrive on time or you believe it may be missing, you must notify us within 72 hours of the expected delivery date so we can investigate promptly.

If Royal Mail confirm that your parcel is lost, we will open a formal investigation with them on your behalf.

6. Delivered but Not Received

If Royal Mail tracking shows your parcel as delivered, it is classed as delivered to the address provided at checkout. In these circumstances, we are unable to automatically offer a refund or replacement.

Customers are asked to:

Check the delivery photo and tracking information
Check with neighbours or household members
Confirm that the delivery address provided was correct

If you believe the parcel has been delivered to the wrong address, please contact us within 72 hours so we can raise this with Royal Mail where possible.

7. Address Accuracy

Customers are responsible for ensuring that all delivery details are correct at checkout.
Sugar Spun Sister Chocolates cannot be held responsible for orders delivered to an incorrect address supplied by the customer.

8. Returned or Undelivered Parcels

If a parcel is returned to us due to failed delivery attempts, non-collection, refusal, or an incorrect address, the customer will be responsible for the cost of re-posting the order.

9. Chocolate & Temperature / Melted Products

Chocolate is sensitive to temperature. Once an order has been dispatched, we cannot be held responsible for melting or cosmetic changes caused by warm weather or delivery delays.

Melted or softened chocolate does not affect the safety or quality of the product and is not considered a fault.

10. Breakages

We take great care when packaging our products. However, due to the fragile nature of chocolate, minor breakages can occasionally occur during transit.

For seasonal and decorative chocolate items (including Christmas shapes, figures, and novelty items), minor breakages or cosmetic damage are not considered grounds for a refund.

If your order arrives significantly damaged, please contact us within 48 hours of delivery, including clear photographs of the packaging and contents.

11. Refunds & Replacements

Refunds or replacements will only be offered if:

An item is faulty
Royal Mail confirms a parcel has been lost following investigation

Refunds will not be offered for:

Delivery delays once parcels are with Royal Mail
Incorrect addresses provided by the customer
Melted or softened chocolate due to temperature
Minor breakages or cosmetic damage to seasonal items

12. Allergens

Allergen information is provided on individual product listings.
Products are made in an environment that handles nuts, dairy, gluten and other allergens, and therefore we cannot guarantee any product is completely allergen-free.

13. Limitation of Liability

Once an order has been handed over to Royal Mail, Sugar Spun Sister Chocolates cannot be held responsible for delays, loss or damage caused in transit, including those due to weather conditions, industrial action, incorrect address details, or parcels left in a designated safe place.

14. Contact

If you have any questions regarding these terms, please contact us here