Shipping policy

Shipping Policy

Overview

At Sweet Bronze Ltd, we do our best to ensure your order arrives safely and on time. However, delivery times are estimates, and delays may occasionally occur due to circumstances outside our control.

Your order will be delivered to the shipping address provided at checkout. Please check that all address details are complete and correct before placing your order, as missing or incorrect information may cause delays or prevent delivery.

All parcels are sent using a tracked Royal Mail service. Royal Mail may follow the delivery preferences saved to your account, such as leaving your parcel in a designated safe place or with a neighbour.

If you need help with a delivery, please contact us at hello@sweetbronze.shop within 48 hours of your parcel being marked as delivered.

We are unable to investigate reports of lost or misdelivered parcels made more than 14 days after the recorded delivery date.

Shipping Rates and Delivery Estimates

Mainland UK

Royal Mail shipping Cost Service
Orders over £50 Free Royal Mail Tracked 24
Orders under £50 £4.50 Royal Mail Tracked 24

Northern Ireland

Royal Mail shipping Cost Service
Orders over £50 Free Royal Mail Tracked 24
Orders under £50 £4.50 Royal Mail Tracked 24

Royal Mail Tracked 24 aims to deliver on the next working day after dispatch. This is an estimated delivery timeframe and is not guaranteed. Delivery may take longer for Northern Ireland, offshore destinations and certain postcode areas.

Processing and Dispatch

  • Orders placed before 2pm Monday to Friday will normally be dispatched on the same working day.

  • Orders placed after 2pm will normally be dispatched on the next working day.

  • Orders placed after 2pm on Friday, or at any time during the weekend, will normally be dispatched on Monday.

  • Orders are not dispatched on bank holidays. Orders placed during a bank-holiday period will be processed on the next working day.

  • During particularly busy periods, dispatch or delivery may take slightly longer.

  • If there is a significant delay in dispatching your order, we will contact you using the email address or telephone number provided at checkout.

Shipment Confirmation and Tracking

Once your order has been dispatched, you will receive a shipping-confirmation email containing your Royal Mail tracking number.

We recommend downloading the Royal Mail app or visiting the Royal Mail website to:

  • Track your parcel

  • View the estimated delivery date and time

  • Update your safe-place or neighbour preferences

  • View delivery updates and photographic proof where available

Please check your Royal Mail tracking information before contacting our customer-service team.

Missed Deliveries and Returned Parcels

Royal Mail will normally send you a notification with your estimated delivery date and time.

If nobody is available to accept your parcel, Royal Mail may follow the delivery preferences saved to your account, such as leaving it in your designated safe place or with a neighbour.

If a parcel is returned to Sweet Bronze because the address supplied at checkout was incorrect or incomplete, or because delivery could not be completed, the customer may be required to cover the cost of redelivery.

We will contact you if your parcel is returned to us and provide instructions for arranging redelivery.

Damaged, Lost or Misdelivered Orders

If your order arrives damaged or appears to be lost or misdelivered, please contact us first at hello@sweetbronze.shop.

Please include:

  • Your full name

  • Your order number

  • Your delivery address

  • Details of the issue

  • Photographs of any damage, including the product and packaging, where applicable

Please retain all packaging and damaged products while we investigate your report.

We will review the tracking information and raise an investigation with Royal Mail where appropriate. Following the investigation, we will arrange a suitable resolution in accordance with your consumer rights.

Reports of lost or misdelivered parcels must be made within 14 days of the recorded delivery date.

Safe-Place and Neighbour Deliveries

If you request that Royal Mail leave your parcel in a safe place or with a neighbour, please ensure that the location you select is secure and suitable.

If your tracking information shows that the parcel was delivered using your chosen delivery preference, we will review the available tracking information and delivery evidence before determining the appropriate resolution.

Customs, Duties and Taxes

Where customs duties, import taxes or other charges apply to an order, these charges are the responsibility of the customer.

Sweet Bronze Ltd is not responsible for delays caused by customs processing.

Shipping Restrictions

  • We do not deliver to PO boxes or APO/FPO addresses.

  • Certain products may have shipping restrictions depending on the destination and applicable regulations.

  • Sweet Bronze does not currently offer a customer collection or pickup service.

Contact Us

If you have any questions or concerns regarding shipping or delivery, please contact us:

  • Email: hello@sweetbronze.shop

  • Phone: 07930 947231

  • Business hours: Monday to Friday, 8am–8pm; Saturday & Sunday, 9am–4pm