Terms of service

Last updated: 21 October 2026

These terms apply when you buy from www.mrswainstons.com. Please read them before you order. Ticking the box in your basket confirms you agree to them, together with our Refund Policy, Shipping Policy and Privacy Policy.

1. About us

The website is run by Mr Swainston's Ltd, trading as Mr Swainstons. We are a company registered in England and Wales, number 15808452, VAT number 469181166. Our sweet shop is at 128–130 Fowler Street, South Shields, NE33 1PZ.

Contact us at enquiries@mrswainstons.com (general questions), orders@mrswainstons.com (anything about an order) or 0191 403 4177.

2. Placing an order

  • After you order we send an email confirming we have received it. This is not yet acceptance.
  • Our contract with you starts when we email to say your order has been sent. If we cannot accept your order, for example because an item has sold out, we will tell you and refund anything you have paid for that item.
  • Please check your order, delivery address and email address before you pay.

3. Prices and payment

  • Prices are in pounds sterling and include VAT. Delivery is shown separately at checkout.
  • You pay in full when you order. We accept the payment methods shown at checkout.
  • If we make an obvious pricing mistake, we will contact you and you can choose to pay the correct price or cancel for a full refund. We will not send the order until you have told us.
  • Prices can change, but the price you pay is the one shown when you placed your order.

4. Delivery

Delivery prices, dispatch times and what to do about late, lost or damaged parcels are in our Shipping Policy. Your order is our responsibility until it is delivered to the address you gave us.

5. Your right to cancel and returns

  • You can cancel any order before it has been sent for a full refund. Email orders@mrswainstons.com as soon as possible.
  • After delivery, you may have a legal right to cancel within 14 days. Because we sell food, this does not apply to items that deteriorate quickly, or to sealed items that have been opened. Full details are in our Refund Policy.
  • If an item is faulty, damaged, wrong or not as described, you have rights under the Consumer Rights Act 2015. Please contact us and we will put it right.

6. Products, ingredients and allergens

  • We sell sweets from many makers. Makers sometimes change recipes or packaging without notice, so what you receive may differ slightly from the photo or description.
  • Full ingredients and allergen information for every product is shown on its product page, before you buy. We provide this as required by UK food information law for food sold online, and by Natasha's Law for the sweets we weigh and pack ourselves. Please read it before you order.
  • Buying as a gift? Please check the ingredients and allergens with the person you are buying for, or pass this information on to them with the gift.
  • We list the allergens for each product on the packing slip in your parcel, so the information arrives with your order.
  • Always read the label on the product you receive before eating it, especially if you have an allergy. If you have a question about an ingredient or allergen, please ask us before ordering.
  • Our pick and mix is weighed and bagged in our shop, where many products are handled. We cannot guarantee any bag is free from traces of nuts, gluten, milk or other allergens.
  • Some products are not suitable for young children because of choking risk. Please supervise children when eating sweets.

7. Best before dates

We sell sweets to be enjoyed soon after delivery. Items will have at least 2 weeks before their best before date when they arrive, unless the product page says otherwise. If you need sweets for a date further ahead, please contact us before ordering. Any product sold past or close to its best before date will say so in its title or description.

8. Promotions, discount codes and gift cards

  • Each offer or code has its own conditions, shown with the offer. Unless it says otherwise, only one discount code can be used per order and codes cannot be used on items already reduced.
  • Gift cards are covered by the terms shown on the gift card and in our Refund Policy.

9. Subscriptions and pre-orders

Subscriptions are covered by our Subscription Policy. Pre-orders show their expected dispatch date on the product page, and are charged when you order.

9a. TikTok Live and TikTok Auctions

We regularly sell live on TikTok, including TikTok Auctions. These extra terms apply to anything bought during a TikTok Live or won in a TikTok Auction:

  • All sales are final. Once you have bought or won an item, the order cannot be cancelled, and we do not offer refunds or exchanges if you change your mind. Please only bid or buy if you are sure.
  • A winning bid is a commitment to buy. Payment is taken through TikTok Shop as soon as you win.
  • Many live and auction items are one-offs, mystery bundles or made up to order on the live, which is another reason they cannot be returned.
  • Orders may be packed live on camera. We do not show your full name or address on the live.
  • TikTok Live and Auction orders are placed and paid for through TikTok Shop, so TikTok Shop's own policies also apply.
  • Your legal rights still apply. If an item arrives faulty, damaged, or is missing or wrong, contact orders@mrswainstons.com with photos and we will put it right, exactly as for any other order.

10. Our responsibility to you

  • If we break these terms, we are responsible for loss or damage you suffer that is a foreseeable result of that, up to the price of the order.
  • We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law, including your rights under the Consumer Rights Act 2015.
  • We supply products for domestic and private use only. We are not responsible for loss of profit or business loss.

11. Events outside our control

We are not responsible for delays caused by events outside our reasonable control, such as severe weather, strikes, or problems in the Royal Mail network. If this happens we will tell you, and you can cancel for a refund of anything not yet sent.

12. Your account and marketing

  • If you create an account, please keep your login details safe.
  • Signing up to our emails or texts is optional and is never a condition of buying. You can unsubscribe at any time using the link in any email, or by replying STOP to any text.
  • How we use your personal information is explained in our Privacy Policy.

13. Our website content

The photos, designs, text and branding on this website belong to Mr Swainston's Ltd. Please do not copy or reuse them without our permission.

14. Complaints

If you are unhappy with anything, please email enquiries@mrswainstons.com and we will reply as soon as we can, usually within 2 working days.

15. Changes to these terms

We may update these terms from time to time. The terms that apply to your order are the ones shown on the website when you placed it.

16. Law

These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales, or if you live in Scotland or Northern Ireland, in the courts where you live.

Text message terms

If you sign up to texts from Mr Swainstons, you will receive order updates and, if you chose them, offers and basket reminders. How often varies. Your network's standard text and data rates may apply. Reply STOP to any message to stop them, or email enquiries@mrswainstons.com for help.