Delivery, Returns & Refunds Policy

We aim to dispatch your goods within 2-3 working days of receiving your order. Goods are sent out Monday-Friday, excluding bank holidays. You will receive an e-mail notification once your order has been dispatched.

All goods are sent by Royal Mail or DHL courier service and will require a signature on delivery. If you are not normally at home during the day, please supply an alternative address, such as your work or instructions on where your parcel can be left safely.

Sweetlime does not deliver to P.O boxes.

If you require a next day delivery or express delivery, please contact us by phone or e-mail and we will do our best to accommodate your request. Please note that this will may incur an additional postal charge.

DELIVERY CHARGES

UK DELIVERY CHARGES

UK Standard Signed for Delivery for Small Goods (less than 1kg) is £4.50
UK Standard Signed for Delivery for Medium Goods (between 1-5kg) is £13.50
UK Standard Signed for Delivery for Large Goods (between 5-10kg) is £16.50
Over 10kg, please call or email for further details.

INTERNATIONAL DELIVERY CHARGES

For International deliveries, please email us for further details.

For orders outside the UK, the purchaser may incur additional import duties and customs charges. These are levied at the port of ingress and are the responsibility of the purchaser.

DELIVERY TIMES

  • Standard UK delivery is 2-3 working days, but please allow up to 5 working days.

  • Standard European delivery is up to 7 working days.

  • Standard International delivery is 7-14 working days.

RETURNS

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.

REFUNDS

If your goods do not reach you in good condition, you must notify us within 2 days of receipt of the goods. Please email us at enquiries@sweetlimeuk.com.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Refunds or exchanges will only be given after the goods have been returned to us and we can confirm that the goods are damaged or faulty.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at enquiries@sweetlimeuk.com.

SALE ITEMS

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

EXCHANGES

If you would like to make an exchange, please email us at enquiries@sweetlimeuk.com and send your item to Sweetlime, Wills Lane, St Ives, Cornwall, UK, TR26 1AF.
If an exchange is not possible and we need to refund the cost of the item, the return shipping costs will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

SHIPPING

To return your product, you should post your product to Sweetlime, Wills Lane, St Ives, Cornwall, UK TR26 1AF
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable unless the item is faulty or the wrong item has been sent. If you receive a refund, the cost of return shipping will be deducted from your refund.
It is extremely important to obtain a proof of postage for your returned package. Please use a trackable shipping service. We cannot be responsible for lost returned packages.

PRODUCT AVAILABILITY

We endeavour to ensure that goods displayed are available, however, we cannot guarantee that all goods on the site are in stock and available at all times.
Should you find an item which is out of stock, please email us at enquiries@sweetlimeuk.com and we can advise when new stock is due in or if we can suggest a similar item.