Terms and conditions

New Zealand Shipping Policy

Free shipping over $75.00 is only available to New Zealand customers only.


To protect your purchases en route, we ship them in cardboard boxes. "This way up" and "Fragile" stickers ensure that our courier team knows how to handle products safely. 

Our timeframe to process and pack online orders is currently 12-15 working days. Then once your order is sent it’s generally with you overnight or two working days.

Rural deliveries may take an extra day. We regret that we cannot deliver to post office boxes or apartment buildings due to restricted access. If you have specific instructions, or would like your parcel to include a signature, please let our team know in the special instructions box when placing your order at checkout.

For items not received within the expected time, please check the tracking number provided in your confirmation email. Feel free to contact our team immediately if you experience an unexpected delay, and we will follow up with our courier service immediately.

Please understand as we are a small business with a small team, during peak periods such as Easter, Halloween, Christmas and January holidays our delivery timeframe could be a bit longer. We appreciate everyones patience.

 

Our email address is sweetporiumteam@outlook.com

 

New Zealand Return and refund policy

While we strive to ensure 100% customer satisfaction, we regretfully cannot accept returned food products. If you have specific requests that you would like to run by our team, please contact us prior to placing the order.

We take full responsibility for any mistakes we make with your order. Please contact us within five business days of receiving your parcel regarding any issues you might have.

A partial refund will be processed for the following circumstances:

- If your parcel is missing items you ordered, we will refund you the value of those products. 

- Your parcel contains items that our team have packed incorrectly.

A full refund or replacement will be processed for the following circumstances:

- Your parcel has been damaged during transit by the delivery company. (Please be advised we will require a photo of how the parcel was received, this helps us with our initial investigation with the courier companies.

- Your parcel has not arrived due to an error or mistake we made.

- The wrong gift box was received.

- Sweetporium will issue a refund straight away if a lolly is out of stock at the time we pack your order. If it is a big amount of lollies we have to refund due to supplier issues then we will contact you directly to come up with a solution, however if it’s a small amount under $5.00 then we will issue a refund without contacting you. You will get a notification that a refund is being processed.

All other circumstances we are happy to discuss further, while ensuring you are happy with the final outcome.

Our email address is sweetporiumteam@outlook.com

 

Packaging of lollies in our pick n mixes

All lollies in our pick n mix range will be mixed together unless a special request or instructions are left by the customer. As a general rule of ours, we do pack Chocolate, gummies, sugar coated lollies and hard boiled sweets separately.

 

New Zealand Cancellation Policy

Our customers are important to us. That's why we allow cancellations up until the time the order has shipped. We simply confirm the status of the order, then delete it from the system.

If you have already paid for the order, we issue a full refund, providing the order has not been shipped. Please be advised refunds can take up to 5 working days to process.

 

Our team are here to help, our contact details are below:

- sweetporiumteam@outlook.com

- We are also on Facebook and Instagram.

 

TERMS AND CONDITIONS (Australia & UK, Canada, Ireland, USA.)

Australia & UK, Canada, Ireland, USA Shipping policy

Free shipping over $75.00 is only available to New Zealand customers only.

To protect your purchases en route, we ship them in cardboard boxes. "This way up", "Fragile", Sunlight and Perishable stickers to ensure that our courier team knows how to handle products safely. We strongly advise against our Australian and UK customers ordering our Glass Lolly Jars or Bottles. Please refer to our refund policy below.

 

Our timeframe to process and pack online orders for the desinations above is 12-15 working days. Then once your order is packed and ready to send the transit timeframe will be 3-6 working days. We will be using Tracked DHL shipping only.

We regret that we cannot deliver to post office boxes due to restricted access. If you have specific instructions please let our team know in the special instructions box which is located at the bottom of your cart.

Please understand as we are a small business with a small team, during peak periods such as Easter, Halloween, Christmas and January holidays our processing and packing timeframe could be a bit longer. We appreciate everyones patience.

Our email address is sweetporiumteam@outlook.com

 

Australia, UK, Canada, Ireland, USA Return and refund policy

While we strive to ensure 100% customer satisfaction, we regretfully cannot accept returned food products. If you have specific requests that you would like to run by our team, please contact us prior to placing the order.

We take full responsibility for any mistakes we make with your order. Please contact us within five business days of receiving your parcel regarding any issues you might have.

A partial refund will be processed for the following circumstances:

 - If your parcel is missing items you ordered, we will refund you the value of those products. Due to high postage costs from New Zealand we cannot ship missing items out and a partial refund will be processed immediately.

 

 - Your parcel contains items that our team have packed incorrectly.

 

A full refund will be processed for the following circumstances:

- Your parcel arrived damaged. (Please be advised we will require a photo of how the parcel was received, this helps us with our initial investigation with the courier companies.

- Your parcel has not arrived due to an error or mistake we made. (Wrong address). This will need to be confirmed by the owner. If the customer put the wrong address a full refund will not be processed.

- The wrong parcel was received due to a error we made. In this case we would be happy to send a replacement.

- Please understand once your parcel leaves New Zealand we will not provide a refund if you gave us the wrong address.

- Any custom charges are to be paid by the receiver only.

- Sweetporium is not at fault or responsible for any issues that are related to failed deliveries. Once your parcel leaves our premises, DHL are responsible for delivering your parcel. Please contact your local DHL team for help.

- If there are any issues at customs please contact your local DHL customer service team, once your parcel leaves New Zealand it is very hard for us to help with any queries.

 

A full refund or replacement will NOT be processed for the following circumstances:

 

  • If the customer puts the wrong address and the parcel has already been sent, Sweetporium will not issue a refund or replacement.

 

  • We strongly advise against our International customers ordering Glass Lolly Jars or Bottles, with that being said we are unable to offer a full or partial refund for Glass items that a damaged during transit to Australia. Ordering glass items is at your own risk.

All other circumstances we are happy to discuss further, while ensuring you are happy with the final outcome.

 Our email address is sweetporiumteam@outlook.com

 

 

Packaging of lollies in our pick n mixes

All lollies in our pick n mix range will be mixed together unless a special request or instructions are left by the customer. As a general rule of ours, we do pack Chocolate, gummies, sugar coated lollies and hard boiled sweets separately.

 

Australia, UK, Canada, Ireland, USA Cancellation Policy

Our customers are important to us. That's why we allow cancellations up until the time the order has been shipped. We simply confirm the status of the order, then delete it from the system.

If you have already paid for the order, we issue a full refund, providing the order has not been shipped. Please be advised refunds can take up to 5 working days to process.

Our team are here to help, our contact details are below:

- sweetporiumteam@outlook.com

- We are also on Facebook and Instagram.