Delivery and returns

Need it sooner?

Choose express at checkout for £7.95: Royal Mail Tracked 24, which aims to arrive the next working day after we post it. That is Royal Mail's aim rather than a guarantee, so for a dated event please still order in good time.

When we post

We post within 1 working day of your order. Working days are Monday to Friday, not counting bank holidays.

Large orders and weddings

Volume orders for weddings and events should be placed at least two weeks in advance. Send us your date through the favours page, or reply to your order confirmation, and we will plan dispatch to arrive the week before. Favour orders are delivered free.

Dispatched but not arrived?

Royal Mail Tracked 48 aims to deliver within 2 to 3 working days of dispatch. If your order has not arrived after five working days, get in touch and we will sort it.

International

We post UK only at the moment. If you need international, get in touch and we will quote it individually.

If something is damaged, wrong or not as described

Contact us as soon as you reasonably can at hello@vividdelights.co.uk, with your order number and, if you can, a photograph. Photographs help us put things right quickly, but they are not a condition of your legal rights.

You may have a short-term right to reject the goods for a full refund within 30 days of delivery, and your rights can continue after that. We will not limit them. Please do not post food back to us unless we ask you to; where a return is needed we will arrange it and cover the cost. Where a refund is due, we make it without undue delay and no later than 14 days after we agree you are entitled to it, to the payment method you used unless we agree something else with you.

Changing your mind about a product that is not personalised

You may cancel within 14 days of the day you, or someone you nominate other than the carrier, receives the goods. Email hello@vividdelights.co.uk with a clear statement, or use the form below. You do not have to give a reason. Send the goods to Vivid Intelligence Ltd trading as Vivid Delights, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, unless we give you a different address when you tell us, and do so within 14 days of telling us. You pay the cost of returning them. We refund the price and our standard delivery charge within 14 days of getting the goods back, or of your proof that you sent them, whichever comes first, to the payment method you used unless we agree something else with you.

Products that are personalised

The 14-day right to cancel does not apply to a product clearly personalised for you, such as a jar, cone or fudge box carrying a name, a date or your message. Choosing sweets from our range does not by itself make a product personalised. If you need to change or cancel a personalised order, tell us as soon as you can: if we have not started making it we will usually cancel and refund it as a matter of goodwill, which does not affect your statutory rights.

Gift cards

A gift card code is emailed as soon as your payment is taken, which you ask us to do when you buy it. Once the code has been sent, the 14-day right to cancel no longer applies. If a code has not been used and you tell us within 14 days, we will refund it.

If your order has not arrived

Tracked 48 usually takes 2 to 3 working days from dispatch. If it has not arrived five working days after the dispatch email, tell us and we will chase Royal Mail and either replace the order or refund it. Getting the order to you is our responsibility, not yours.

The delivery address

Please check the delivery address before you pay. If you spot a mistake, tell us promptly and we will try to help; once Royal Mail has collected the parcel we cannot promise the address can be changed. Where we have sent an order correctly to the details you gave us, and neither we nor Royal Mail has made an error, we are not responsible for a loss caused only by an address that was wrong or incomplete. That does not affect your rights if an order has not arrived, has gone to the wrong place through our error, is damaged, or is not what you ordered.

Cancellation form

You may use this form to cancel, but you do not have to. An email saying you wish to cancel is enough.

Complaints

Email us and a person will read it. If you are unhappy with our answer, you can get advice from Citizens Advice, and you keep the right to bring a claim in the courts of the part of the United Kingdom where you live. Our terms set out the rest.