We want you to love your sweets. If something isn’t right, here’s how we’ll put it right. This page sums up the refund and returns sections of our Terms & Conditions. Nothing here affects your legal rights.
If something is wrong with your order
If anything you receive is faulty, damaged, not as described or past its best-before date, email orders@morganssweetsemporium.com with your order number and, if possible, a photo. Under the Consumer Rights Act 2015 you’re entitled to a replacement or a refund, and we’ll always put things right. You don’t need to send damaged sweets back unless we ask.
If your parcel hasn’t arrived
Orders are sent by Royal Mail Tracked 48 and usually dispatched within 2 working days. If your parcel hasn’t arrived within 7 working days of dispatch, contact us and we’ll help put it right.
Changing your mind
You can usually cancel an online order within 14 days of receiving it, without giving a reason. Email us within that time. Items must be returned unopened and in their original sealed packaging, at your own cost. We’ll refund the price of the item and the standard delivery charge within 14 days of receiving it back.
This doesn’t apply to:
- Pick & Mix bags, jars and tubs, and bespoke or personalised party collections, because they’re made up to your own choices
- sealed food items that have been opened, for health and hygiene reasons
- loose sweets weighed out to your order, which for food-safety reasons we can’t resell once they’ve left the shop
Cancelling before we send it
You can cancel any order free of charge before we’ve dispatched it or made it up. Just email us as soon as possible.
Click & collect
If a click & collect order isn’t collected within 14 days, we’ll contact you. We may then cancel it and refund the amount paid, less a 10% processing charge.
How refunds are paid
Refunds go back to the card or account you paid with, usually within 14 days. Your bank may take a few more days to show it.
Contact us
orders@morganssweetsemporium.com · Morgan’s Sweets Emporium, 16 Boroughgate, Appleby-in-Westmorland, Cumbria CA16 6XB