Shipping policy
Last updated: 21 October 2026
Every order is hand-packed at our sweet shop in South Shields and sent by tracked Royal Mail delivery within the UK.
Delivery prices (UK)
| Service | Orders under £30 | Orders of £30 or more |
|---|---|---|
| Royal Mail Tracked 48 | £4.99 | FREE |
| Royal Mail Tracked 24 | £5.99 | £2.00 |
- The £30 is the value of the goods after any discounts, not including delivery.
- Some large or heavy items, such as the Mr Swainstons Advent Calendar, are not included in free delivery and have their own delivery price. This is shown on the product page and at checkout.
- The delivery price you pay is always shown at checkout before you pay.
When your order is sent
- We hand-pack orders and aim to send them within 3 to 5 working days (Monday to Friday, not bank holidays). It can take longer at very busy times such as Christmas; we will show a notice on the website if so.
- Royal Mail delivery times start from the day your parcel is sent, not the day you order. Tracked 24 aims to deliver the next working day after dispatch; Tracked 48 within two working days. These are Royal Mail's targets, not guarantees.
- We email your tracking number when your parcel leaves us.
Pre-orders
Pre-order items show their expected dispatch date on the product page. If your order has pre-order items and in-stock items, the in-stock items are sent straight away and the pre-order follows in its own parcel. You only pay delivery once.
TikTok Live and TikTok Auction orders
Orders from our TikTok Lives and TikTok Auctions may be packed live on camera and are sent in the same way as website orders. They are sold as final sale, with no cancellations, refunds or change of mind; see section 9a of our Terms of Service. Faulty, damaged or missing items are always put right.
Hot weather
Chocolate and other heat-sensitive sweets can melt in transit. In very hot weather we may hold these items for a few days and send them when it is cooler. We will tell you if this delays your order.
Delivery address
Please check your delivery address carefully at checkout. If a parcel is returned to us because the address was wrong or incomplete, we will contact you, and may ask you to pay the cost of sending it again.
Late, lost or damaged parcels
- If your tracking has not updated for 5 working days, or your parcel has not arrived within 10 working days of dispatch, email orders@mrswainstons.com with your order number. We will chase Royal Mail for you.
- If Royal Mail confirms a parcel is lost, or it is not found after their investigation, we will send a replacement or give you a full refund.
- If your parcel arrives damaged or anything is missing, please email orders@mrswainstons.com as soon as you can, ideally within 7 days, with your order number and photos of the items, packaging and label. We will put it right in line with our Refund Policy.
- You do not need to have signed for a parcel to make a claim.
Click and Collect
Click and Collect is not available at the moment. You are always welcome to visit us at 128–130 Fowler Street, South Shields.
Delivery outside the UK
We currently deliver to UK addresses only.
Questions
Email orders@mrswainstons.com or call 0191 403 4177.