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​“This website is operated by Sugar Spun Sister Chocolates, an independent artisan chocolate business based in Bolton, United Kingdom.”
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Terms & Conditions
These Terms & Conditions apply to all orders placed with Sugar Spun Sister Chocolates via this website.
By placing an order, you agree to the terms outlined below.
Sugar Spun Sister Chocolates is an independent artisan chocolate business based in Bolton, United Kingdom.
1. Handmade Products
All Sugar Spun Sister Chocolates products are handmade in small batches.
Due to the handcrafted nature of our chocolates, slight variations in colour, decoration, finish and appearance may occur. These variations are part of the charm of handmade products and are not considered faults.
Product images on this website are for illustration purposes only and colours or decorations may vary slightly.
Product weights and sizes are approximate due to the handmade nature of our products.
2. Perishable Goods & Storage
Chocolate is a perishable product and should be stored in a cool, dry place away from direct sunlight and strong odours.
Shelf life guidance is provided on product pages or packaging where applicable.
3. Ordering & Cancellations
Orders may be cancelled prior to dispatch.
Once an order has been dispatched it cannot be cancelled.
Due to the perishable nature of chocolate products, we cannot accept returns for unwanted items or change of mind once orders have been shipped.
4. Consumer Rights
Under the Consumer Contracts Regulations, the right to cancel does not apply to perishable goods, including handmade chocolates.
This does not affect your statutory rights if goods are faulty.
5. Postage & Delivery
Orders are typically dispatched using Royal Mail Tracked 24 or an equivalent tracked delivery service unless otherwise stated.
Once your order has been dispatched you will receive tracking information via email.
Delivery times are estimates and cannot be guaranteed once parcels have been handed to Royal Mail.
During busy periods such as Christmas, Mother’s Day, Easter and other seasonal events, delivery times may be longer than usual.
6. Delivery Issues & Lost Parcels
If your order has not arrived within the expected timeframe, please contact us within 72 hours of the expected delivery date so we can investigate.
If Royal Mail confirms that a parcel is lost following investigation, a replacement or refund will be offered.
7. Parcels Marked as Delivered
If tracking confirms a parcel has been delivered to the address provided at checkout, it will be considered delivered.
Customers should first check:
• Delivery photos and tracking information
• With neighbours or household members
• Any safe places where the parcel may have been left
If you believe your parcel has been delivered incorrectly, please contact us within 72 hours.
8. Delivery Address Accuracy
Customers are responsible for ensuring the delivery address entered at checkout is correct.
Sugar Spun Sister Chocolates cannot be held responsible for orders delivered to an incorrect address supplied by the customer.
9. Returned or Undelivered Parcels
If a parcel is returned to us due to failed delivery attempts, refusal, non-collection or an incorrect address, the customer will be responsible for the cost of re-delivery.
10. Chocolate & Temperature
Chocolate is sensitive to temperature.
While we take great care when packaging orders, we cannot be held responsible for melting or cosmetic changes caused by warm weather or unexpected delivery delays once parcels have been dispatched.
Melted or softened chocolate does not affect the safety or quality of the product and is not considered a fault.
11. Breakages
Chocolate is a delicate product and minor breakages may occasionally occur during transit despite careful packaging.
Minor cosmetic damage to seasonal items, novelty shapes or decorative products will not be considered grounds for a refund.
If your order arrives significantly damaged, please contact us within 48 hours of delivery and include clear photographs of the packaging and contents.
12. Refunds & Replacements
Refunds or replacements may be offered where:
• A product is faulty
• A parcel has been confirmed lost by the delivery provider
Refunds will not be issued for:
• Delivery delays once parcels have been dispatched
• Incorrect delivery details provided at checkout
• Melted or softened chocolate due to temperature
• Minor cosmetic damage or breakages
13. Allergen Information
Allergen information is provided on individual product listings where applicable.
Sugar Spun Sister Chocolates products are made in a kitchen environment that regularly handles nuts, peanuts, dairy, gluten, soy and other allergens.
While every effort is made to prevent cross-contamination, we cannot guarantee that any product is completely free from traces of allergens.
Products may be produced using shared equipment.
Customers with severe allergies are advised to contact us before placing an order if they require further ingredient information.
14. Limitation of Liability
Once parcels have been handed to the delivery provider, Sugar Spun Sister Chocolates cannot be held responsible for delays, loss or damage caused by third parties, weather conditions, industrial action or parcels left in designated safe places.
Nothing in these Terms & Conditions limits your statutory rights under UK consumer law.
15. Contact
If you have any questions regarding these Terms & Conditions, please contact us via the contact form on our website.
Last updated: March 2026
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