For Christmas Deliveries and information, please visit our Christmas page >>
When will my parcel be dispatched?
For International Delivery, please visit the International Deliveries page >>
Packaging of your Roly’s Fudge Order
If you have selected ‘No gift wrap’ when placing your order, for extra protection your fudge will come in a complimentary black luxury ‘Roly’s Fudge’ box containing your Roly’s Fudge. This isn’t a form of gift wrap – if it arrives damaged or marked, we don’t send a replacement black box.
If you have selected any form of ‘gift wrap’ when placing your order, your fudge will come in a sleeve (Assorted, Vanilla, or Sea Salt Fudge). If you choose another flavour, it will be 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. Please note this is all branded gift wrap.
If the gift wrapped box is damaged in any way, please contact us immediately at firstname.lastname@example.org with a photograph of the damage. We may ask you to return the product, in which case please retain the receipt so we may reimburse postal costs.
Important Information and FAQs:
In Cases of Parcel Returning to Depot / Incorrect Address
If a parcel does not arrive with the recipient, it will be held at the depot for up to 28 days. It will then be returned to us. If an address is wrong, it will be returned to us.
Although we will check the returned parcel to see if there is a notification of where this has come from, Royal Mail cover all returns information with their own stickers and returns labels. Unfortunately this means that unless there is identifying information on the box itself, such as a message line, we will be unable to contact you to let you know the parcel has been returned. We send hundreds of parcels per month and it is not possible for us to track every order to see which is returned.
There is a £4 charge to resend a parcel if you have not input the address correctly. Please be very cautious of any autofill settings you may have on your computer, phone or device which may automatically fill out forms with incorrect information; we cannot be held responsible for this. There is a section for delivery addresses as part of the checkout where you can put the recipient’s address.
I have only received part of my order.
If you have ordered several boxes, you will likely receive more than one parcel. This is because Royal Mail has a weight limit of 2kg and all of our cardboard boxes are bespoke made for our needs. For example, if you place an order for two of our 600g boxes, these will not arrive together.
Please feel free to check with us to make sure both items are on the way.
My parcel has not been received
First, please check whether you have received any cards through your letterbox or at the appropriate delivery place stipulating an attempt to deliver an order. The vast majority of parcels are found with a neighbour or in a safe place. Sometimes a postman will designate a recycling bin or an outbuilding as a Safe Place, so please check there first. 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 email@example.com to discuss options.
Problems with your parcel
If there are any quality issues with your product, please contact us immediately at firstname.lastname@example.org. We will ask you to return this product for our assessment; please refer to the Returns information below.