Frequently Asked
Find answers to our most frequently asked questions.
Visiting Mr Swainstons
What are the shop opening hours?
Our shop is open 7 days a week
Monday to Saturday - 10am to 6pm
Sundays - 10am to 4pm
Is there parking nearby?
Yes, parking is available to the rear of Fowler Street on Charlotte Terrace.
Parking is free for the first hour, in all South Shields town centre car parks, however, you must still get a valid ticket from the parking machines.
Is there a quieter time to visit?
Our shop is very popular and very busy. Occasionally, on busy days, we do need to manage crowds to give the best experience in store. Our quieter times do tend to be just after opening and just before closing.
Can I take photos and/or videos in store?
Absolutely, we encourage it. Our staff are more than happy to get photos taken too. Just remember to tag us in all your photographs online.
Is there a time limit in store?
No, we never rush. We understand visiting can be overwhelming for some, especially with over 650 jars to choose from in store. Your visit to us means the world, so take your time, don't feel rushed and absorb the Mr. Swainstons atmosphere.
Can I order in advance for collection?
At the moment, we are unable to accept any pre orders or Click and Collect orders. However, the facility to Click and Collect will return.
How are the sweet served?
All of our jars of sweets are served in 100g portions, or multiples of 100g. This is because of our stock management to fulfil shop orders and online orders.
Can I Mix jars?
You can mix jars as much as you like, as long as each jar portion is 100g minimum to assist with stock control
Are pouches / snackles / boxes available in store?
Yes - For the moment we have had to remove these from our website. However, when visiting us in person, you can still choose from our Pouch Range, Snackle Boxes and Sweet Boxes - Just ask one of the team when you visit.
Do you cater for allergens / dietary requirements?
Yes we do - All of our jars in store are fully labeled for allergens and dietary requirements. Our staff are also very knowledgeable and trained to help you shop with peace of mind.
We offer everything including Sugar Free, Vegetarian, Vegan, Gluten Free, Dairy Free and Halal.
Order Information
Where is my order?
Orders are currently taking between 7-14 days to process and pack, ready to despatch.
If you have not had confirmation of your tracking number by day 14, please email us at orders@mrswainstons.com
Why is the processing time for orders longer than usual?
Due to the popularity of our products, since appearing on Dragons' Den, we have seen a huge increase in online orders.
Our team are working day and night to work through all orders and despatch them as soon as possible.
Do you offer a Next Day Delivery service?
At the moment, we can't offer a guaranteed Next Day Service, this is because of the amount of orders currently coming into the business.
However, once you order has been packaged, it is then given to our courier on a next day shipping service. This means your order should be with you promptly after tracking is issued.
Which courier service do you use?
Our courier partner is Evri.
It has been 14 days or more since I placed my order.
If it has been longer than 14 days since your order was placed, please email us at orders@mrswainstons.com with your Full Name and Order Number. A member of the team will look into what is happening for you and get things resolved very quickly.
My order has not arrived or has arrived damaged
We are sorry to hear of any issues with your order. If your order does not arrive, or you have issues with delivery, please email us at orders@mrswainstons.com and a member of the team will assist you.
If your order arrives damaged, please also email us and a member of the team will assist you further.
Product Information
Where can I find what products you stock?
You can browse our website to see what products are currently available for online ordering.
We have broken our website down into easy to navigate sections. You can also use the search feature if you are looking for a particular sweet
Are these the only products you stock?
No. Whilst we have been preparing for our TV Appearance, we have had to streamline the product range available online.
If you are able to, please come to visit us in store, where we have over 650 jars of sweets to choose from and shelves full of amazing goodies.
Will more products be added to your online store?
Yes - We will be adding lots of products to our online store in the coming weeks. Please make sure to subscribe to our mailing list, or check out the New Arrivals section regularly.
Can I request a product?
Of course. We love to hear from you on sweets you love.
Please remember, lots of sweets have been discontinued and are no longer available - However, we will always look for a close alternative.
I have changed my mind on a product in my order, can I return?
Unfortunately no. Due to our products being classed as food items, we cannot accept any returns on orders.
All of our products are listed with allergies, ingredients and descriptions - So please make sure to check all of this when ordering.
We can't accept returns or offer refunds on change of mind orders.
However, if you order comes damaged, please contact us at orders@mrswainstons.com and a member of the team will assist with your order.