Payments:
Orders are processed via Stripe and PayPal (Paypal only for international orders outside the UK), accepting a range of debit and credit cards. You don’t need a Stripe account, it’s a simple payment system (just add card details on our checkout page), and it’s our default method of payment because their fees to us are so much lower than PayPal’s!
Delivery:
On the run-up to Christmas, orders may take several days to process. We get a few months worth of orders every day during this busy period, so please be patient!
Local Pick-Up:
If you’re local to our Factory Shop in Newhaven, East Sussex, you can choose to place your order online and come and collect it from us, and say ‘Hi!’, or just pop in and buy direct!
Our address is: Unit S, Rich I.E., Avis Way, Newhaven, BN9 0DU, and we’re usually open 10am-5:30pm.
Shipping Options:
Royal Mail’s 48 hour Tracked service* (48 hours from time of despatch).
Royal Mail’s 24 hour Tracked service* (24hr orders will be prioritised if placed before 3pm, mon-fri).
*Royal Mail does not guarantee these services, to quote: ‘We aim to deliver 94% of parcels within this time‘.
Shipping Costs:
48 hour Tracked: £3.60 (incl. vat, Royal Mail’s ‘Green Surcharge’, and their Fuel Surcharge).
NB: These prices include Royal Mail’s ‘Peak Surcharge’ of 10p per parcel between the 18th of November 2024 to the 10th of January 2025 (SO many surcharges!).
You should receive an email notifying you of dispatch once we’ve processed your order, but if you receive this notification after 4pm, your order will have missed the day’s collection by Royal Mail, it just means we’ve got it ready for the following day’s collection (unless it’s after 4pm on a Friday, then it’ll be waiting for Monday’s collection).
A Note about free shipping:
We’re currently unable to absorb the cost of free shipping, sorry!
International Orders:
TAXES: All International orders are not charged VAT at our end, but you may be charged VAT (sales tax/customs duty) when the goods reach your destination country, VAT will also apply to the shipping cost as part of the ‘goods and services received’ (any way they can squeeze money out of us all, they will!).
International shipping is via Royal Mail’s International Tracked and International Signed, depending on your location, and the price of shipping also depends on your location, but you will see the shipping price automatically calculated on the shopping cart page.
The weight limit for international orders is 2kg, but to put that into perspective, an average order is around 800g. If your order does go over the 2kg limit, we will contact you and plan an alternative option with you.
We’re not using PayPal for orders outside the UK because their fees are so high, so please use Stripe for international payments.
Currencies:
On each individual product page there is a small drop down menu to change the currency shown on our website, with realtime currency conversion, to make our site a little more user-friendly, but we only have three options available to us, which are GBP (£), Euro (€) and USD ($). We hope it helps!
Returns Policy:
Unfortunately food items can not be returned. However, in the unlikely event that there is a problem with your purchase please contact us and we will endeavour to help to resolve the issue.
Order Cancellations:
It is not possible to cancel an order once it has been paid for.
If your items don’t arrive:
If your parcel hasn’t arrived in time, check the tracking info. If things look strange, contact us to let us know that there seems to be a problem. If the parcel is returned to us (they usually are), we can send you a replacement or issue a refund.
Privacy Policy:
In keeping with the new GDPR regulations, we will not use your contact information (or pass it on to anyone else!). By placing an order with us you are agreeing for us to use your contact information (email and postal address) so that we can send you emails specific to your order, and use your postal address to send your order to you (how else would you get them?!). If you check the newsletter box on the shopping cart, you are ‘opting-in’, agreeing for us to send you the very occasional newsletter email, so that we can keep you up to date with all the big changes we’ve got coming up as we grow our little vegan confectionery empire – there are exciting times ahead!
Cookies:
We use “cookies” to make our service more effective. A “cookie” is a small text file placed in your browser directory by our server. We use cookies to enable you to add items to your shopping cart and to provide meaningful reports about our site visitors (google analytics). However, we do not collect personal data about our website visitors. If you would prefer not receiving cookies, most Web browsers offer menu options allowing you to disable them. Read more about cookies…