Are your sweets 100% vegan?
Yup, at SYV our sweets are 100% vegan, vegetarian and halal. All of our sweets and chocolate are free from: Gelatine, honey, cochineal, milk, eggs, beeswax or any animal derived E-numbers or colours. This isn’t an exhaustive list but you get the idea!
Are your sweets gluten free?
Some of our sweets are but not all of them. We’ll always state if our products are suitable for different food allergies such as coeliac disease i.e. by listing (GF) in the product listing. You can check our ingredients list to see if there is gluten or other allergens in our sweets.
DISCLAIMER: We cannot guarantee that the factories the sweets are made in do not handle gluten ingredients and as we handle all sweets in the same facility, there is always a chance of cross-contamination.
If you have any other allergies please get in touch with us and we can assist you further.
Where are you based?
We have a unit based in High Wycombe, Buckinghamshire where we pack and make everything. We offer local collection and we post worldwide.
Are you plastic free?
We aim to be as sustainable and eco-friendly as possible and limit the amount of plastic we use. Everything we send out to you is either recyclable, compostable, degradable or reusable. We also reuse packaging that's sent to us by our suppliers to avoid wastage. We never buy unsustainable packaging - ever. We also offer our glass eco-jar which can be re-used over and over again. If you have any questions about anything we haven't covered, please reach out to us, we're always open to hearing new ideas and suggestions!
Are they good to buy for gifts?
Yes! Definitely. Everyone loves pick & mix & we offer something for everyone in every price range. All our sweet boxes come beautifully packaged in our bespoke boxes. We also offer handwritten gift notes to accompany any gift. We don't include invoices either 😊
Do you offer wholesale for shops and online stores?
We certainly do. For any wholesale enquiries, please email us at firstname.lastname@example.org and let us know what your requirements are, we'll do our utmost to help accommodate you.
Are your sweets just for vegans?
Nope! I'm yet to find one non-vegan who doesnt like our sweets - most people say they actually prefer them. Don't take our word for it, try them yourself
Do you cater to allergies?
We aim to be as allergy friendly as possible however we do handle products from other companies that may contain nuts, gluten, soya and other allergens. If you have a severe allergy or if you’re concerned about your allergy, please contact us to let us know your concern. We often handle different products with different ingredients when packing orders so there is a chance of cross-contamination, however we can work around this if allergies are a concern. Email us at email@example.com
Where can I read or leave a review?
If you'd like to leave us a review, or see what our customers have said about us, you can head to Trustpilot where over 100 of our lovely customers have rated us 5*, or on Google or Facebook!
I have an Eco-Jar but I can't find where to purchase the refill packs?
We have added a private section to the website where only Eco-Jar customers can access. You will need to have an account with us with the email you used to purchase your eco-jar originally. If you already have an account with us, you should then automatically have access. If not, please sign up.
If you still can't access it, drop us a message and we'll fix it for you.
What are my shipping options?
We use Royal Mail for our shipping. Prices will vary dependant on weight and this will be added automatically at checkout. We offer a fully tracked service. If you need something urgently, please message us before placing your order and we’ll give you options and how quickly we can turn it around for you. For international orders, the couriers vary but we always choose a tracked service and you’ll be sent a tracking number.
How can I pay?
We accept all major credit/debit cards (Visa, MasterCard, American Express) ApplePay and PayPal.
Do you issue refunds?
Yes, if you return your order to us unopened within 14 days, we’ll issue you a refund (postage will be at cost to you). If you wish to raise a refund request, please notify us at firstname.lastname@example.org along with your order number and photos of the package.
How long does shipping take?
Our sweets are personally hand packed by us so dispatch times can be 1-4 working days from ordering if placed before 4pm. We aim to process each order as soon as we can and you’ll receive a dispatch email within 24 hours of it being dispatched. We typically get orders out within 2 days of the order coming in, but this will depend on our cut off times and how busy we are. If you require something urgently, please email us and we’ll do our best to help.
Do you work with Influencers?
In short, no. We like to work with our customers instead, they're our people who already love what we do and love to shout about us. So if you're interested in working with us in our Brand Ambassadors scheme, you need to be an existing customer, share the same values as us and be able to put out good content.
We prefer genuine reviews from genuine people, not just because someone has a big following. So if you'd like to work with us and become a Brand Ambassador, feel free to reach out if you match the criteria above.
Do you ship internationally?
Yes, we ship worldwide tracked and the cost of shipping to another country will calculate at checkout depending where and how heavy the parcel is. We use Royal Mail and DHL for International orders and time-frames will vary. We ask our international customers to allow at least 21 working days before contacting us about any delayed parcels especially during Covid-19.
How long do the sweets keep for?
We recommend eating your sweets within 4 weeks of purchase for maximum freshness and taste but they keep for a long time and have a long shelf life of over 12 months. Our sweets are heat sealed to ensure they are kept as fresh as possible from packing to arriving with you. By keeping them in an air tight container or our eco-jars, they'll be fresh and won't go hard or stale.
Branded sweets from other companies will all have their own expiry dates on. We guarantee they'll be demolished the second you open them anyway!
The only thing we sell that doesn't have a long shelf life is the Slab Fudge we sell, this only lasts 1-3 weeks so be sure to eat it sooner rather than later. We buy these in in small batches to ensure maximum freshness.
Are your sweets nut free?
Most of our sweets and fudge are nut free. Please Note: We cannot guarantee that the factories the sweets are made in do not handle nut ingredients.
Where is my parcel?
All parcels are fully tracked and will have a 5 point tracking system.
Please make sure you check the tracking number sent at dispatch to check the status. If it says delivery hasn’t been attempted yet, please wait 14 working days before contacting us about this. For missing or lost parcels, we will claim on your behalf via Royal Mail but it may be worth speaking to your local sorting office first. We'll either issue you with a refund or a replacement once the correct time has passed.
My shipping address is wrong what do I do?
If you notice you've put the wrong shipping address on, please notify us immediately so we can change it before processing your order.
We do not check addresses. Every order that comes in is automatically processed so if there is an error that isn't picked up by you, it may be sent and returned to us. We will send this back out however you'll have to pay the shipping costs again if it's a customer error. If you decide to ask for a refund, the original shipping cost will be deducted.
Please always check the address once your order has been placed.
I've ordered but haven't received a confirmation email?
Every order that's placed will receive a confirmation email. If you've not had one, it will either be in your junk folder, or you may have provided an incorrect email address. If this is the case, please email us at email@example.com with your name and the correct email and we'll resend this for you.
If you have any questions about your order, please reach out to us at firstname.lastname@example.org