CUSTOMER CARE PLEDGE
At Books and Sweets, we believe in putting a personal touch into everything that we do and want your shopping experience to be a satisfying one. We are fully committed to doing whatever it takes to ensure that you are completely happy with each and every order you make.
RETURNS POLICY
We believe in our products and are confident that you will love them as much as we do. However, if, for any reason, you are not completely satisfied with your purchase, simply contact us within 14 days of receipt, and we will be happy to refund the purchase amount to your payment method or issue you a store credit for the purchase amount, provided that the returned items are unused and in their original condition.
Please note the following minor exception to our return policy:
- Due to their nature, personalised products are non-returnable, which includes ‘pick and mix’ or ‘choose your own’ items. Some goods are non-returnable for hygiene reasons. Please note that this does not affect your statutory rights.
To help us expedite your return request, please follow the simple steps listed below.
1) Send us an email at hello@booksandsweets.com to let us know that you plan to return the product.
2) Be sure to include your Order Number and to tell us if you prefer to have your return processed for store credit or as a credit back to the payment method on which you made the purchase.
3) We will reply to your email to confirm that we have received your request and to answer any questions that you may have.
4) Ship the items back to us, including your Order Number & Name with the items you wish to return. We cannot process a credit until the product is shipped back to us. Please, make sure to pack the items carefully to avoid damage in transit.
5) Please address your return package to:
Books and Sweets
54 The Sandlings
London, N22 6XP
For your protection and to ensure prompt delivery, we recommend that you send your return via an insured method which can be tracked in the case of loss.
We regret that return shipping fees are not refundable.
Your return or exchange request will be processed promptly.
- Most refunds are processed within 3-5 business days of receipt.
- Most exchanges are processed within 7-10 business days of receipt and are shipped via Parcel Post. Transit time for exchange packages is usually 5-7 business days from the time the exchange is shipped. An email will be sent to confirm the receipt and processing of your return or exchange request.
DAMAGED ITEMS
When your order arrives, please inspect the parcel for any damage that may have occurred during shipment.
If you notice any damage:
1. Please contact us within 48 hours of receipt via email at hello@booksandsweets.com; where necessary we might require photographic evidence of the faulty or damaged item as well as outer packaging. This is required when making a claim with the couriers.
2. We can offer an exchange or refund as appropriate.
3. Once we authorise and instruct the return/exchange, we will send you a return label; we will refund the cost of return for the value of standard delivery service.
4. Please ensure the items are returned within 14 days once we authorise and instruct the return.
5. If we do not receive the items within 14 days we will close the query and conclude that the order is satisfactory and no further actions are required.
6. Once we receive the item and check that it matches the batch code and is in the same condition it was dispatched (except to the extent reasonably necessary to examine them), we will process the refund.
7. Refund will be processed immediately. However, please allow 3-5 business days to clear with your bank.
CONTACT US
If you experience any problem with ordering from our website or have any questions regarding an order, please feel free to contact us at hello@booksandsweets.com.
