Refund policy

Refunds & Returns Policy

At Sweet Heaven, customer satisfaction is extremely important to us. We take pride in carefully preparing and packaging every order to ensure it arrives safely and in the best possible condition.

Due to the nature of our products being edible food items, we are unable to accept returns or exchanges on sweets or consumable products unless an item arrives damaged, incorrect, or there is a problem with your order.

Damaged, Incorrect, or Missing Items

If your order arrives damaged, incorrect, incomplete, or you believe there is an issue with your order, please contact us within 48 hours of delivery.

To help us resolve your issue quickly, please include:

  • Your full name

  • Order number

  • Photos of the issue

  • A brief explanation of the problem

Please email:
orders@sweetheaven.uk

Once reviewed, we may offer:

  • A replacement item

  • Partial refund

  • Full refund

  • Store credit

The solution offered will depend on the individual circumstances of the issue.

Change of Mind

Due to hygiene and food safety regulations, we are unable to accept returns or offer refunds for:

  • Change of mind

  • Personal taste preferences

  • Orders placed incorrectly by the customer

  • Opened products

  • Orders where the customer no longer wants the item

Incorrect Delivery Information

Customers are responsible for ensuring all delivery information entered at checkout is accurate.

Sweet Heaven is not responsible for parcels delivered to incorrectly entered addresses.

If an order is returned to us due to an incorrect address or failed delivery attempts, additional shipping charges may apply for redelivery.

Delivery Delays

While we always aim to dispatch orders within our stated timeframes, we cannot guarantee delivery dates once parcels are with the courier.

We are not responsible for delays caused by:

  • Royal Mail or courier delays

  • Severe weather

  • Postal strikes

  • Customs processing

  • Circumstances outside of our control

Product Appearance

As many of our products are handmade, weighed, or packed manually, slight variations in:

  • Sweet selection

  • Colours

  • Packaging presentation

  • Weight distribution
    may occur.

Allergens & Ingredients

Our products may contain or come into contact with allergens including but not limited to:

  • Nuts

  • Peanuts

  • Milk

  • Soy

  • Gluten

  • Wheat

  • Gelatine

Customers with allergies or dietary requirements should carefully read product descriptions before purchasing.

Contact Us

If you have any questions regarding your order, please contact:
orders@sweetheaven.uk