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Customer Care
Frequently Asked Questions
How much will it cost to ship my order?
We do not make profit from our P&P, everything is calculated based on the weight of the order. It is done automatically when you check out. If you have any questions about shipping then please ask and we can help. As a guide prices vary between £0.80 and £9.95. All shipping is done via Royal Mail 1st Class Recorded Delivery.
How long will it take for my goods to arrive?
Orders placed before 3PM on a working day are sent out the same day. Orders placed after 3PM are dispatched the following working day. While cannot guarantee next day delivery once the order has left us, most of the time that is the case.
The majority of our orders are handled by Royal Mail and are sent First Class Recorded, Next Day Delivery. This means they will require a signature from a person at the delivery address, so please ensure you are having the package delivered to an address where someone will be present to avoid any disappointment.
If no-one is present, Royal Mail will leave a calling card and take the package to the nearest post office collection depot to your address. They then hold the package for one week only, before returning it to us. Parcels not received or collected that are returned to us will be subject to a repeat delivery charge.
You can expect delivery within 48 hours (except at weekends) but please allow 3 working days before checking the status of the order.
What is your return policy?
Your satisfaction is our goal. Please inspect your order upon delivery. If for any reason you are not satisfied with
your purchase, you may return your merchandise within 15 days for a prompt and courteous exchange or refund,
whichever you prefer. Gift recipients will receive a merchandise voucher. For additional information, check our Return Policy below.
Can orders be shipped internationally?
Not at present. We only ship to the UK.
What forms of payment are accepted for online purchases?
We accept Visa, MasterCard, American Express and PayPal. If you prefer to pay by phone please call us on 020 8871 2272.
Is it safe for me to pay by credit card over the Internet?
Yes it is. We use PayPal. Although no system is 100% foolproof, PayPal has designed many checks and balances into its system to keep errors and fraud to a bare minimum. You won’t find another online financial institution that’s better at protecting its customers than PayPal. By utilizing the very latest in secure technology and employing a large team of experts in all areas of online safety, PayPal continues to be a leader in safe online payments around the world.
Your satisfaction is our goal. Please inspect your order upon delivery. If for any reason you are not satisfied with your purchase, please return the merchandise within 15 days for an exchange or refund in the form of original payment. Gift recipients will receive a merchandise voucher.
Please note:
- The item returned must be in its original packaging in salable condition.
- If your merchandise arrives damaged, please contact The Old Sweet Shop immediately.
- Shipping and handling charges are not refundable.
Include the completed return form and return the package via insured Parcel Post to:
The Old Sweet Shop
Customer Services / Returns
11 Brookwood Road
London SW18 5BL
United Kingdom
For more information, please call our Customer Service on +44(0)20 8871 2272, or e-mail orderservices@theoldsweetshopweb.com