FREE UK DELIVERY FOR ORDERS £19.99 AND OVER

Frequently Asked Questions

 

Personalisation

Can we brand or personalise the actual Love Hearts sweets?
No. It is not possible to brand or personalise the actual sweets however we can add your logo/text message to the wrappers.

Am I allowed to swear in my personalised message?
Personalised products will be checked for profanity before your order is made and despatched. Inappropriate or blank messages/images may be refused.

I have many different names to add to Personalised Giant Love Hearts. Can you help?
Yes! Please email us at customer.support@swizzels-matlow.com and we will send you a spreadsheet to fill in.

 


Love Hearts

How many Love Heart sweets are there in an individual mini roll?
There are 7 Love Heart tablets in a mini-roll

Can you personalise the Love Heart tablet as well as the wrapper?
No, it is only possible to personalise the wrapper.

Do you sell wedding favours?
Yes we do sell wedding favours please click here https://www.swizzels.com/shop/weddings

Can I personalise Giant Love Hearts using more than 12 characters?
12 characters is the maximum number of characters you can type on our Giant Personalised Love Hearts rolls.

What’s the size of Love Hearts rolls
Mini Love Heart rolls - 3.5cm long excluding the twist wrap x 2cm diameter
Giant Love Heart rolls - 12cm long excluding the twist wrap x 2cm diameter

How big is the area for personalisation on the mini and Giant Love Hearts rolls?
Mini Love Heart rolls – 2.5cm x 2.5cm
Giant Love Heart rolls – 1cm x 10cm

Are you able to customise the sweet itself?
No. It is not possible to brand or personalise the actual sweets however we can add your logo/text message to the wrappers.

How many wedding favour Love Hearts rolls do you get for £12?
You get 50 personalised Love Hearts mini rolls for £12, this is 24p per roll.
You can buy wedding favour Love Hearts that all have JUST MARRIED on the tablets, check them out! https://www.swizzels.com/shop/weddings/just-married-love-hearts-sweets-with-personalised-wrappers. Alternatively you can have standard tablets https://www.swizzels.com/shop/weddings/original-love-hearts-sweets-with-personalised-wrappers.

I have added the wrong date on my wrappers - can I pay for more wrappers to be printed without buying the sweets?
Yes, please email us at customer.support@swizzels-matlow.com

 


Internet security and Privacy

I'm concerned about security over the internet. Is it safe to shop at Swizzels.com/shop?
Absolutely. We utilise VeriSign SSL Security on our servers. Barclays Bank plc handle all the credit card transactions.

Will my e-mail address by given to other companies?
We will use your e-mail address to keep you advised on the progress of your order. If you have subscribed to our newsletter then we will send you occasional e-mails informing you of special offers, new products etc. We will NOT give your e-mail address to other companies without asking for your permission first.

Please show me your Terms and conditions
Our Terms and Conditions are available here https://www.swizzels.com/shop/terms-conditions

What is you Cookie policy?
Click here to read our cookies and privacy policy. https://www.swizzels.com/shop/privacy-policy-cookie-restriction-mode

What is your Privacy policy?
Click here to read our cookies and privacy policy. https://www.swizzels.com/shop/privacy-policy-cookie-restriction-mode

 

 

Orders

I want to place orders for several different friends, how do I place several orders for different recipients with different personal messages?
Please shop for one recipient at a time. If you do them all together, they will all end up with the same personal greeting.

How do I know that my order has been received?
You will receive an email confirming your order and giving you an order number. If you do not receive an email, please email us at customer.support@swizzels-matlow.com

What if I make a mistake when personalising my order?
If you have made an error when placing a personalised order, any replacements you require will be at your cost.

My order is a gift, will it be sent with any paperwork inside, such as price, or invoice details?
Orders are sent with paperwork which includes basic information including billing name, order number, shipping method, weight, product code and product name. We do not include any billing or pricing information on the paperwork. This information is sent to the email address provided.

I can not finish my order
Please email us at customer.support@swizzels-matlow.com and explain the problem you are having, with screenshots if you think it will be helpful.

The site will not accept payment
Please email us at customer.support@swizzels-matlow.com and explain the problem you are having, with screenshots if you think it will be helpful.

I can’t edit the basket
Please email us at customer.support@swizzels-matlow.com and explain the problem you are having, with screenshots if you think it will be helpful.

I need to change the delivery address
Please email us at customer.support@swizzels-matlow.com with your order number and correct delivery address.

Placed an order and not received confirmation
After placing your order you should receive an email confirmation. Please also check your junk/spam mail folders and if unable to locate it, contact us. Please email us at customer.support@swizzels-matlow.com with your name and what you bought and we will let you know if we have received your order.

Mistake on my order what should I do?
Please email us at customer.support@swizzels-matlow.com with your name and order number, along with the correction you would like to make.

I want to cancel my order
Please contact us as soon as possible if you need to cancel your order on customer.support@swizzels-matlow.com. It may not be possible if you order has already been processed, but we will do what we can to help.

I want to amend my order
Please contact us as soon as possible if you need to amend your order on customer.support@swizzels-matlow.com. It may not be possible if you order has already been processed, but we will do what we can to help.

When will my order be dispatched?
We aim to dispatch all orders either the same day (if the order is received before 2pm) or the next working day. If we are particularly busy, for example at Christmas time, it may take a day or two longer.

Track my order
When your order has been dispatched, your tracking information will be included in the notification email. If you have not received it, please check your junk/spam email folders and if still unable to locate it, contact us at customer.support@swizzels-matlow.com

Where is my order
If your order has not arrived within the 5 working days of your dispatch notification, please contact us at customer.support@swizzels-matlow.com

What is your Returns Policy?
Click here to read our returns policy https://www.swizzels.com/shop/returns

What is your Refund Policy?
Click below to find out more about refunds. https://www.swizzels.com/shop/returns

One of the items I ordered has arrived damaged.
Sorry that your order has arrived damaged, please email us at customer.support@swizzels-matlow.com so we can look into this for you. When you do so please provide us with your order number and a photo of the damage.

I have received an incorrect item
Sorry that you have received an incorrect item in your order, please contact us here customer.support@swizzels-matlow.com so we can look into this for you. When you do so please provide us with your order number and a photo of the contents.

Item missing from order
Sorry that you have not received your complete order, please contact us at customer.support@swizzels-matlow.com so we can look into this for you.

Won’t let me add to basket
Please email us at customer.support@swizzels-matlow.com and we will try to help you

I am having difficulty checking out
Please contact us if you need help completing your order online. E-mail us as at customer.support@swizzels-matlow.com or call us on 0800 970 0480

 

Product and Nutritional Information

What is the shelf life of the products on your website?
We usually advise that our goods have a shelf life of approx. 10 months from purchase. We advise that you keep them in cool, dry conditions and away from direct sunlight and heat.

Do your sweets contain any allergens?
Please click here for allergen and nutritional information on all our products https://swizzels.com/nutritional-information/

Do you make any sugar-free sweets?
We do not make any sweets that are sugar free

Which of your products are vegan?
Please click here to see if a specific product is vegan https://swizzels.com/nutritional-information/

Which of your products are vegetarian?
Please click here to see if a specific product is vegetarian https://swizzels.com/nutritional-information/

Which of your products are Halal?
Please click here to see if a specific product is Halal https://swizzels.com/nutritional-information/

How many sweets in the 3kg bulk bags?
3kg of Banana Skids (approx. 250), 3kg of Double Lollies (approx. 240), 3kg of Drumstick Lollies (approx. 270), 3kg of Fizzers (approx. 400), 3kg of Mini Sweet Mix (approx. 200), 3kg of Mini Me (approx. 250), 3kg of Parma Violets (approx. 400), 3kg of Refresher Chew (approx. 300), 3kg of Mini Love Hearts rolls (approx. 250), 3kg of Fruity Pops (approx. 240), 3kg of Vegetarian Sweet Mix (approx. 200)

Are Squashies vegetarian?
Squashies are not vegetarian.

Are your products gluten free?
Please click here to see if a specific product contains gluten https://swizzels.com/nutritional-information/

What gelatine do you use?
We use pork gelatine in the production of some of our products

What are the Carbohydrate details of particular sweets?
The carbohydrate details of any particular product can be found using this link https://swizzels.com/nutritional-information/

How many calories are there in your sweets?
Please click here to see if a specific product’s nutritional information https://swizzels.com/nutritional-information/



Payment

When do you charge my credit card?
Your credit card is debited whilst you are ordering your gift, this allows us to despatch your items as promptly as possible.

What forms of payment do you accept?
We have many different ways to pay – Debit card, Credit card, Google Pay, PayPal, Amazon Pay & Apple Pay

 


Sustainability

Are you using recyclable packaging?
Please click here for the latest information on our sustainability strategy https://swizzels.com/about/swizzels-sustainability-strategy/

Are your lolly sticks biodegradable?
Our lolly sticks are made of paper, so yes they are biodegradable.

 

Other

Do you have any jobs available?
If you are interested in a job at Swizzels please click here https://swizzels.com/careers/

Do you do a subscription service?
Currently we do not offer a subscription service.

Do you have any discounts?
Please check out our website and subscribe to our newsletter for news on discounts

Is your factory shop open to public?
No, our factory shop is not open to the public, sorry.

Can I open a wholesale account?
Please email us at customer.support@swizzels-matlow.com to let us know more about what you would like. Please advise approx. monthly spend and which products in particular are of interest.

Do you do factory tours?
Sorry we do not provide factory tours.

Can I visit the factory?
No, you can not visit the factory unless you are a supplier or member of staff. Sorry!

How can I speak to someone directly?
Please email us at customer.support@swizzels-matlow.com or call 0800 970 0480

Do you have a newsletter I can sign up to?
Sign up to our newsletter to have exciting product news and offers delivered directly to your inbox. If you have already signed up, your welcome code will be emailed to you. Please check your spam/junk mail folders and if unable to locate it, contact us at customer.support@swizzels-matlow.com

I have a complaint
Sorry to hear that you are not happy. Please contact us at customer.support@swizzels-matlow.com with more details.

How can I contact you?
You can email us at customer.support@swizzels-matlow.com or call us on 0800 970 0480

 

 

Corporate orders

How do I upload my logo?
Please email us at customer.support@swizzels-matlow.com with your logo and we will send you a mock up.

What is the turnaround time of corporate orders?
Depending on the size of the order, it can be anywhere between 3 and 20 working days

How do I do a bulk order?
Yes. Please email us at customer.support@swizzels-matlow.com to let us know more about what you would like.

How can I open a trade account?
Please email us at customer.support@swizzels-matlow.com explaining what you want to buy and in what quantity and if appropriate we will direct your request to our colleagues

Is it possible to buy in bulk?
Yes. Please email us at customer.support@swizzels-matlow.com to let us know more about what you would like.

 


Delivery

What is your delivery time?
Delivery times vary depending upon products ordered and delivery address. Most items are sent either the same day an order is received, or the day after, on a 48-hour delivery service that excludes weekend and bank holidays. For full details please see our Delivery & Postage page

Do you deliver to Europe and beyond?
We deliver to Europe and selected countries outside of Europe. Delivery to Europe is around 3 to 8 working days. Cost is dependent on the destination and weight of item(s) being sent. Swizzels ship with tax & duties paid up to 150 Euros.

Will there be additional charges for delivery to the EU, such as Customs and Excise, tax or other duties?
Swizzels ship with tax & duties paid up to 150 Euros.

What happens if my order arrives damaged?
We work hard to ensure that your order is packaged properly and we apologise for any damaged orders. If your order arrives damaged please contact us by email at customer.support@swizzels-matlow.com and quote your order reference number. A photo will also be required. More information on our returns policy can be found here: https://www.swizzels.com/shop/returns

Do you offer next day delivery?
The fastest service we offer is 48-hour delivery and it excludes weekends and bank holidays

What are your shipping costs?
These are our shipping costs https://www.swizzels.com/shop/delivery-postage

Do you post to BFPO?
Unfortunately we do not post to BFPO.

Do you ship to USA & Canada, Australia?
We are not able to ship to USA, Canada or Australia

Can you send sweets to a place other than billing address?
Yes, just add the address you want to send your products to in the “Delivery Address” section when you are checking out.

What courier do you use?
We use Evri as our courier company