Orders and Deliveries
We endeavour to dispatch all orders received by 12pm on the same working day. Once your parcel has been dispatched please allow between 2 – 5 working days for delivery. If you would prefer to receive your parcel sooner please contact us directly and we will advise on what your best options will be. Should there be any discrepancies regarding out of stock items, the customer will be contacted to arrange either a replacement product or a refund
Customers will receive an automatic response when completing their order and another email to confirm when their parcel has been dispatched and its tracking number for its courier. These Emails can sometimes filter to your Junk folder as Spam and we would advise that you check this soon after placing your order.
No orders will not be shipped unless a successful payment has been processed.In the event that a payment has been made using the sagepay platform please ensure that the billing address matches the address that the card is registered to exactly. Your order may have to be refunded if this is flagged up by our system as incorrect which can take 1-3 working days to arrive back in your account depending on your card provider.
Product orders over the value of £60 are delivered for free. There is however a shipping weight limit of 30kg to the total order due to handling and courier restrictions. Should you have any queries regarding your order you can contact us using any of the methods in our contact section.
If you are still unsure about ordering from us please rest assured we will take care of your order from the moment we receive it from you until its delivered to your door giving you peace of mind. Check out our reviews from past customers on the Trustpilot website. https://uk.trustpilot.com/review/auntieammiescandy.com
Damages and shortages
We take every precaution to ensure your products leave us in perfect condition. Our couriers are under obligation to handle parcels with care. Should you encounter any damaged products, please do not dispose of them and, if you can, take a photo. You should contact us within 2 days of receiving your parcel regarding any damages or shortages. We will not compensate for heat damage during shipping; our stock is temperature controlled but, unfortunately, couriers vehicles and other handling points are not liable for heat damage, so please take this into consideration when ordering products that may perish in hot weather in the summer months.
Cancellations, Returns and Refunds Policy
All cancellations, returns and refunds must be arranged between the customer and Auntie Ammie’s and confirmed in an email before any action is to take place.
Returns are based upon a valid reason that is agreed by the customer and Auntie Ammie’s. Should an event occur where products are to be returned, they are to be unopened and in the original condition of receipt and packaged and posted within 7 days and at the customer’s expense. If it is an error on Auntie Ammie’s behalf, we will take responsibility for postage.
We truly hope that refunds should not be needed, however, in such instances a BACS payment will be made to the customer or where applicable a refund will be processed using the paypal portal with which the payment was received
Changes to delivery procedure in relation to signing for and receiving items in the UK
In order to protect both Delivery personnel and customers, as much as possible, couriers will not be handing over their hand-held devices to customers to capture electronic signatures. Couriers will instead log the first and last name of the person accepting the item, then put ‘XP1’ in the signature field, and will record the geolocation of the delivery. This will apply to all deliveries that normally require a signature.