FAQs

Below you can find a list of our most commonly asked questions at Pleased To Sweet You.

Trust Building

We are a small family run business based in Yorkshire that set up a local sweet delivery service back in May 2020, during the first Coronavirus lockdown.

Since then, we have served thousands of individual customers through launching our postal delivery service and we continue to grow our business month on month with high levels of customer satisfaction and repeat purchases.

Absolutely.

Unlike a lot of pages that keep popping up on Facebook, our business is 100% legitimate.

We are incorporated as a limited liability company in England (12635583) and are VAT registered (GB350238230) with HMRC.

We are also fully insured with Direct Line under policy number 700411812.

One of our co-founders is also a qualified accountant, which further emphasises our need to be fully legal and compliant.

A good question.

Apart from the fact that we are a legally compliant and a trustworthy business, we care about building our brand around providing our customers with value by solving their purchasing problems and meeting their needs.

Our products are not for everyone. We position ourselves in the mid to premium part of the confectionery market and so we offer quality and service over a low price.

Some people value money over time and others value time over money. We provide a service that is centred around convenience. We offer a wide selection of products you can combine together from the comfort of your own home or while you are on the move and our website is geared to making your purchase as quick and as simple as possible, saving you time shopping around multiple retailers.

There are a couple of reasons for this.

1. We are an internet based business and offer many ways to communicate with us such as email, social media and a live chat function on our website.

2. The same people who pack the orders are the same people who would be answering the phone. By having electronic communication methods, it allows us to be better organised and make sure that we get our customer orders out as fast as possible.

We have several methods you can use.

Social Media (Facebook, Instagram)

Email (help@pleasedtosweetyou.co.uk)

Live Chat (available on our website)

Please be aware that we are incredibly busy fulfilling customer orders and we will try to respond ASAP.

Live Chat is available up until 9pm most days but we may not instantly respond, as we are packing orders at the same time.

We automatically refund orders where the card used, does not match the billing address. This is to protect our business from fraudulent chargeback claims.

If your order was refunded, we can resubmit your order for you and you will receive an email asking to make payment using either PayPal or trying the card again, but entering the billing details that match the card.

If your order was refunded, please contact us using the email address help@pleasedtosweetyou.co.uk and we will help you complete your order.

Our Sweets

The shelf life on our Pick & Mix and Fudges is generally anywhere between 6 and 18 months. We do however recommend that these are consumed within 4 weeks of purchase.

Some products that we sell such as American sweets, soda cans and chocolate bars, may have much shorter shelve lives on them (best before dates).

We store all of our sweets in air tight containers but once we bag them up for delivery, we cannot guarantee that they will remain fresh for a long period of time i.e. buy now and eat in 3 months time.

If you are purchasing in advance for an occasion like Christmas, to use as a present for somebody, we would recommend ordering no later than 2 weeks before you plan on them being consumed.

Unfortunately some sweets are inherently delicate and may suffer slight damage in transit.

Some examples of this are;

the Pringles crisps that are included in our movie night boxes, some of which may have broken into pieces.

the rainbow lollies that are also included in our movie night boxes, may have cracked.

the fudges could get a little compressed if the courier stacks other heavier parcels on top.

Instances of damages are few and far between but they can happen. In the above examples, we can no longer issue part refunds for these occurrences as we run the risk of this being abused. These slight damages should in no way impact your consumption experience.

The term 'Expensive' is subjective.

Somebody who is used to shopping in say B&M, would find Waitrose expensive, yet many people continue to shop in Waitrose knowing full well that B&M is much cheaper. The reason for this is that they value quality and service over cheap and cheerful.

There are many sweet shops online that are selling very cheap sweets and offering big discounts to place orders with them. These sites operate with a sole function of being transactional, offering no long term value to their customers.

We are not looking to compete with these companies and our goal is to build a long term brand based on quality and service, which comes at a cost, as we invest heavily in our infrastructure.

We offer new customers a 15% discount on their first order when they join our VIP Club.

Unlike many other sweet sites that offer discounts all the time to everybody and anybody, we believe that discounts should be rewards for loyalty and these are exclusive for our VIP Club members.

From time to time, we do open up discounts to non-members, for events such as Black Friday, but this is not an everyday practice for our brand.

Gift Purchases

As all of our paperwork is done electronically through our website and email, we do not include any paperwork in with the order. This means that we can send direct to the recipient without them receiving any confidential information, such as the price that was paid.

We are able to provide a card with a personalised message along with the order.

On our Movie Night Boxes, you can provide us with this message. Please note that this is for gift use only.

This service is currently offered at no additional cost, but this will be reviewed periodically.

Delivery

Unfortunately we had to suspend these services as they were impacting our core business.

Although we started out as a local delivery service, we found out quickly that 99% of our customers were not local and opted for delivery by mail.

By processing our orders as 100% postal delivery, we are better placed to organise our order fulfilment service and prioritise our incoming orders based on which postal delivery service has been selected.

Naturally, Special Delivery will get the highest priority as it offers the fastest delivery time.

Depending on which option you select for delivery, orders can take up to 5 weekdays to arrive under normal circumstances.

Priority Delivery - Orders placed before 8pm will be collected the following day and should be delivered the day after. **

Standard Delivery - Should take up to 5 weekdays to arrive.

Saturday Delivery - Will arrive on Saturday, if the order is placed before 8pm on Thursday.

If you require your purchase to arrive quickly, we would recommend selecting Priority Delivery.

** Deliveries are Monday to Friday only. Orders placed before 8pm on a Thursday, should arrive on the following Monday, unless there is an issue with the courier.

Please be aware that we cannot guarantee delivery times as the couriers we use (DHL and Hermes), are independent of our company and are responsible for their own operations.

Our commitment to our customers, is that we will fulfil and post out the order within the timeframes we advise.

The price of postage depends on which option you select for delivery.

MAINLAND UK

Standard - £3.95 (free on orders of £35 or more)

Priority - £5.95 (free on orders of £70 or more)

Saturday - £8.95

NORTHERN IRELAND

Standard - £7.95 (free on orders over £70)

Unfortunately Brexit has increased the cost to Northern Ireland and we have had to pass on the cost to our customers that we have been charged by our couriers.

Returns & Exchanges

If you cancel your order before we have sent it out for delivery, you can cancel your order and receive a full refund.

Once we have sent out the order for delivery, we can only refund you the cost of the item if the parcel is unopened and sent back to us by courier at your own expense.

We recommend purchasing insurance when returning your order, as we cannot refund damaged products that have been returned to us.

Once your order has been returned to us in its original packaging, unopened and undamaged, we will issue you with a full refund on the price of the product(s) only. This will be within 14 days of receipt of returned goods.

To cancel your order, please contact us using the email address customercare@pleasedtosweetyou.co.uk.

If you want to exchange your order, you can cancel your original order before we have sent it out for delivery and receive a full refund.

Once we have sent out the order for delivery, we can only refund you the cost of the item if the parcel is unopened and sent back to us by courier at your own expense.

We recommend purchasing insurance when returning your order, as we cannot refund damaged products that have been returned to us.

Once your order has been returned to us in its original packaging, unopened and undamaged, we will issue you with a full refund on the price of the product(s) only. This will be within 14 days of receipt of returned goods.

If we have already sent out the original order, you can either place a new order straight away and wait for the refund of the original order, or wait for the refund to clear your account before you place your new order.

To exchange your order, please contact us using the email address customercare@pleasedtosweetyou.co.uk.

Unfortunately some parcels arrive with customers damaged and this is completely out of our control as we use third party couriers Hermes and DHL to deliver our parcels and so we are left at the mercy of how they run their business.

The good news is that less than 1% of our parcels arrive damaged and of the ones that do, we will issue a full refund to those customers, if the parcel is returned to us at our expense.

We request the parcel to be returned to us to deter fraudulent refund claims but this is entirely at our own discretion if we request the parcel to be returned or not.

If we request the parcel to be returned to us, we will refund you the full price of the order plus the cost of sending the parcel back to us and we will issue the refund within 14 days of receiving the returned parcel.

If we decide that we do not want the parcel returning, we will issue you will a full refund within 14 days of confirming this.

Please note that we insure all of our parcel with our couriers and refunds will only be granted if you co-operate with our claims procedure to compensate us for loss of earnings. We will require you to provide good quality images of the damages and an explanation of how you received the parcel.

To report a damaged parcel, please contact us using the email address customercare@pleasedtosweetyou.co.uk.

If it has been more than 7 days, it is highly likely that your parcel has either been damaged by the courier or misplaced by them.

In this instance, please contact us using the email address customercare@pleasedtosweetyou.co.uk and we can then start the tracing process with the courier and put in a compensation claim with them.

Unfortunately couriers are not very proactive and so we have to rely on the customer to inform us of non-delivery.

If the parcel is confirmed as lost or damaged by the courier, we will issue you with a full refund inside of 14 days of confirming this.