Delivery

At Roly’s Fudge, all of our prices are inclusive of standard postage and packaging within the UK. This means there are no nasty shocks at checkout!

Packaging of your Roly’s Fudge Order

If you have selected ‘No gift wrap’ when placing your order, your fudge will come in a complimentary white ‘Roly’s Fudge’ box containing your Roly’s Fudge.

This is a box to add further protection to your product, and should not be assumed as a form of gift wrap.

If this box is damaged in any way, we are unable to send a replacement for this white container.

If you have selected any form of ‘gift wrap’ when placing your order, your fudge will come giftwrapped in the Roly’s colour choice of wrapping paper you have selected. The wrap comes with a ribbon of our choice, as well as a Roly’s Fudge tag, a Handmade in Roly’s Fudge sticker, and your chosen message card.

If this box is damaged in any way, please contact us immediately at mail@rolysfudge.co.ukwith a photograph of the damage. We may ask you to return the product, in which case please retain the receipt so we may reiumburse postal costs.

Delivery of your Roly’s Fudge Order

When your item will be dispatched

We aim to process and dispatch all parcels the next working day (Monday to Friday). All orders placed on Friday will be dispatched on Monday.

Please note all Special Delivery orders are also dispatched the next working day; therefore you will receive them the day after that (for example, if you order on a Tuesday, your order will arrive on a Thursday).

This service excludes Bank Holidays and any other holiday days where Royal Mail would normally not deliver. For more information, please contact us or check the Royal Mail website for days they do not deliver.

When your item will arrive

Royal Mail Tracking

We are pleased to say that our customers usually receive their order within 3 working days. You can track this using your tracking code, issued the next working day after your order. You can track your order any time by visiting Royal Mail Track and Trace.

Although the majority of orders are received quickly by the customer, Royal Mail do stipulate that parcels may take up to 4-7 working days particularly in busy periods.

Royal Mail UK Special Delivery – Dispatched the following working day, and guaranteed to arrive the day after (Signature Required)

If you select this option, your order will be guaranteed to arrive in two days time.Your order will be dispatched the following working day using Next Day delivery, and will arrive the day after. For example, if you place your order on a Tuesday, your order will be guaranteed delivery on the Thursday.

This service delivers from Monday-Friday only. All orders placed on Friday will be dispatched on Monday, to arrive Tuesday.

International Delivery

All International parcels to Europe and worldwide now come with a tracking number. Royal Mail gives the delivery aim that parcels to Europe are normally received within 3 to 5 working days, and delivery to the rest of the world is in 5 to 8 working days. However, this is not a guarantee. Our experience has shown that parcels can take 10-15 working days. During busy periods such as Christmas all European parcels do take longer than usual. Should you have any questions prior to making your order please do contact us at mail@rolysfudge.co.uk.

Bank and Public Holidays – 2018

On the following public and bank holidays, Royal Mail do not deliver (this information is obtained from the Royal Mail website). Therefore please keep this in mind when placing your Royal Mail Tracking or Royal Mail UK Special Delivery.

1 January – Monday	Bank Holiday	No collections or deliveries
30 March – Friday	Good Friday bank holiday	No collections or deliveries
2 April – Monday	Easter Monday bank holiday	No collections or deliveries
7 May – Monday	Early May bank holiday	No collections or deliveries
28 May – Monday	Spring bank holiday	No collections or deliveries
27 August – Monday	Summer bank holiday	No collections or deliveries
25 December – Tuesday	Christmas Day	No collections or deliveries
26 December – Wednesday	Boxing Day	No collections or deliveries

Multiple items ordered from Roly’s Fudge

Some parcels will arrive in separate parcels depending on the amount you have ordered. For example, if you place an order for two of our 600g boxes, these will not arrive together.

Please note that orders for fudge sauce will be sent separately from orders of gift boxes.

My parcel has not been received

Although we are happy to answer any enquiries concerning the dispatch of your order, Royal Mail are unable to investigate any missing parcels before the 7 working days.

To ensure your order is received, please ensure the delivery address is correct.We are unable to resend parcels if this is not the case.

Please check whether you have received any cards through your letterbox or at the appropriate delivery place stipulating an attempt to deliver an order. We would also recommend contacting your local Post Office to check whether your order is being kept there.

If after 7 working days your order has not been received, please contact us at mail@rolysfudge.co.uk to discuss options.

Problems with your parcel

If there are any quality issues with your product, please contact us immediately at mail@rolysfudge.co.uk. We will ask you to return this product for our assessment; please refer to the Returns information below.

Returns

Please note that, in the case of a return, we ask all customers to return as much of the parcel as possible. We can’t process returns or refunds if you have thrown away or eaten the product, as we are unable to analyse the problem.

Please retain the receipt and proof of postage when returning a parcel to enable us to refund any postal charges incurred, replace an order or issue a full refund if necessary. We are only able to refund postal charges and products if this receipt is retained.

Overseas

We are happy to deliver to almost all locations overseas.

Please check with your own country’s custom laws to ensure that your parcel will be safely delivered to you.

Countries where there are prohibitions in sending sugar and sugar confectionery (this list will be updated periodically): Saudi Arabia, Israel, Sudan, South Sudan, Syria, Bahrain, Thailand, Paraguay, Gabon, Nigeria. This means we are unable to ship to any of these countries.

Countries where there are restrictions in sending sugar and sugar confectionery (this list will be updated periodically): Portugal, Cyprus. This means that although there is no prohibition in shipping to your country, you may experience delays.

Royal Mail estimates that delivery to Europe is normally within 3 to 5 working days, and delivery to the rest of the world is in 5 to 7 working days. However, this is not a guarantee, and during busy periods such as Christmas this may take longer. Because we rely on postal services around the world, we are unable to offer tracking services for international deliveries.

Please ensure your address is correct as we cannot offer a refund where international addresses have been provided correctly.

Europe includes the following countries:Albania, Andorra, Armenia, Austria (EU), Azerbaijan, Azores (EU), Balearic Islands (EU), Belarus, Belgium (EU), Bosnia Herzegovina, Bulgaria (EU), Canary Islands, Corsica (EU), Croatia (EU), Cyprus (EU), Czech Republic (EU), Denmark (EU), Estonia (EU), Faroe Islands, Finland (EU), France (EU), Georgia, Germany (EU), Gibraltar (EU), Greece (EU), Greenland, Hungary (EU), Iceland, Irish Republic (EU), Italy (EU), Kazakhstan, Kosovo, Kyrgyzstan, Latvia (EU), Lechtenstein, Lithuania (EU), Luxembourg (EU), Macedonia, Madeira (EU), Malta (EU), Moldova, Monaco (EU), Montenegro, Netherlands (EU), Norway, Poland (EU), Portugal (EU), Romania (EU), Russia, San Marino, Serbia, Slovakia (EU), Slovenia (EU), Spain (EU), Sweden (EU), Switzerland, Tajikistan, Turkey, Turkmenistan, Ukraine, Uzbekistan, Vatican City State.

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