Delivery Information | Appleton Sweets

At Appleton Sweets, we've made our delivery charges as simple as possible. We use the reliable transport companies UPN (The Pallet Network) and DPD to deliver orders to you. They're quick, they let you know when you need to be in, and they take extra good care of your sweets! We aim to process and despatch all orders within 2-3 working days (it's usually less than 24 hours though!). We are closed on all bank holidays so no orders will be despatched or delivered on these days. Once your order has been collected from our warehouse by either UPN or DPD, it will then be delivered to your delivery address stated on your order. Please note that orders outside of mainland UK may take 4+ working days to deliver and international orders may take even longer but we will clearly show delivery dates to you during the order process.

Orders over £500 or over 90kg are usually despatched on a pallet. UPN will only be able to deliver to places with easy access or a loading bay. Drivers will not unload the goods and deliver into a shop/building. They can deliver to flats/office blocks but someone will be required to unload from the ground floor/kerbside level.

DPD & UPN Logos

Orders under £500 or less than 90kg are usually despatched in fully secure, cardboard boxes and will be delivered via DPD.

Please note that we may need to send your order on a pallet though even if it falls below the above criteria for DPD. This will be the case if your order contains a number of items that may be vulnerable to damage such as glass jars, plastic tubs, drinks, etc. Items that we feel are susceptible to damage will be clearly noted within their product descriptions.

You will receive a despatch notification via e-mail stating when your order will be delivered once it leaves our warehouse. Please note that express delivery guarantees that you will receive your order the following working day after we despatch it from our warehouse. We can't guarantee that this is a "next day" delivery service from when the order is placed although we always strive to despatch orders as quickly as possible.

Please ensure that your delivery address is entered correctly (including the postcode) as we use an automated system to create our delivery labels. This will ensure that your order is delivered to the correct location without any issues. As delivery addresses are not checked by our team, we can't be held responsible for any errors made by the couriers relating to incorrect addresses being given.

We've kept our delivery costs very simple. This is split into two product groups, non-fragile and fragile items. If your trolley contains just non-fragile items, please follow the general delivery costs. If your trolley has a mix of non-fragile and fragile items, please follow the pallet only delivery costs. Items that are classed as fragile are listed within their product descriptions. These include items such as fragile tubs, slush products, rock/lollipop jars that are vulnerable to damage through transport movement, etc.

General/Non-Fragile Items

Delivery Method Delivery Times Order Value Delivery Cost
Standard 2-4 working days £150 - £249.99 £12.99
Standard
2-4 working days
£250 - £349.99 £10.99
Standard
2-4 working days
£350 - £499.99 £7.99
Standard
2-4 working days
£500+
FREE!
Express
1-2 working days
£150+ £14.99






Standard Delivery - 3-5 working days after despatch

For the majority of the mainland UK, orders under £500 (ex. vat), delivery will be charged at between £7.99 to £12.99 (ex. vat).
For orders that are over £500 (ex. vat), delivery will FREE!

Express Delivery - 1-2 working days after despatch

For the majority of the mainland UK, delivery will be charged at £14.99 (ex. vat).

Fragile Items/Pallet Only

Delivery Method Delivery Times Order Value Delivery Cost
Standard 3-5 working days £150 - £249.99 £29.99
Standard 3-5 working days £250 - £349.99 £19.99
Standard 3-5 working days £350 - £499.99 £9.99
Standard
3-5 working days
£500+
FREE!
Express
1-2 working days
£150 - £499.99 £39.99
Express
1-2 working days
£500+ £14.99






Standard Delivery - 3-5 working days after despatch

For the majority of the mainland UK, orders under £500 (ex. vat), delivery will be charged at between £9.99 to £29.99 (ex. vat).
For orders that are over £500 (ex. vat), delivery will FREE!

Express Delivery - 1-2 working days after despatch

For the majority of the mainland UK, delivery will be charged at £39.99 (ex. vat).
For orders that are over £500 (ex. vat), delivery will £14.99 (ex. vat).

Unfortunately, certain postcodes with the UK aren't included by our couriers as mainland UK. The prices are calculated as a fixed rate provided to us by UPN and/or DPD. Please enter your postcode into our delivery estimate box on the basket page to receive a delivery quote.

The postcodes affected are AB10-16, AB21-25, AB30-39, AB41-45 AB55-56, DD, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50, HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE, BT, HS, JE, GY, IM, PO30, PO31, PO32, PO33, PO34, PO35, PO36, PO37, PO38, PO39, PO40, PO41, TR21, TR22, TR23, TR24 and TR25.

Click & Collect - London Store - E3 3ND

We're pleased to offer a click and collect service. Place an order online for collection, we'll start picking your order right away and send you a confirmation e-mail when it's ready to collect. 

We aim to have all click and collect orders ready for collection within 24 hours during regular working hours/days, although most orders are picked and ready to be collected in as little as 2-4 hours. Please note this may be slightly longer during busier periods but we'll always strive for less than 24 hours, Monday to Friday!

Please note that we will e-mail you once your order is ready for collection. Don't visit our store until you have received this e-mail as your goods may not be ready to pick-up.

Our click and collect service is free of charge. Please remember to bring along your collection confirmation e-mail or photo ID.

Once your order is ready for collection, we will hold your order for 3 working days. If you don't collect your order within 3 days we will cancel and refund your order. If you would like to discuss this or have an exceptional circumstance, please do contact us for further information.

Delivery Information

UPN can deliver between 9am to 4.30pm, Monday to Friday. This excludes bank holidays. Deliveries can be made to both business and residential addresses.

If your order is being delivered on a pallet via UPN, it is vital that someone is available at the delivery address to take receipt of the goods. In the event of no-one being available during the agreed time period of Monday to Friday, 9am to 4:30pm, a re-delivery charge per pallet will be made. This will be charged at £29.99+VAT.

If you don't wish to pay the re-delivery charge, the goods will be returned back to us and we will process a refund on your order minus the delivery costs associated with the consignment. Unfortunately, this is both a £29.99+VAT delivery charge to send the goods to you and a £29.99+VAT delivery charge to have them returned to us. 

DPD can deliver between 7am to 7pm, Monday to Friday. This excludes bank holidays. Deliveries can be made to both business and residential addresses.

If DPD are unable to deliver to your address because no-one is present to sign for it, it will be returned to the nearest depot and you will be notified and asked for further instructions on how to have the delivery re-attempted. If arrangements for delivery are not completed in 2-3 working days your order will be returned back to us; this will incur a further delivery charge of £5.99+VAT if you wish to have the parcel re-delivered by DPD.

Please note that the liability of the parcel is down to yourself should you choose to leave in a safe place. DPD are unable to start a claim for any missing parcels that have a safe place selected or a safe place selected by default on your DPD account. Please note that a claim can take upto 28 days to be processed via both UPN and DPD. Once we start a claim with the transport company, we will make you aware of this and keep you updated along the way. Claims will be settled once the transport company concludes their insurance process and the claim is completed.

If there are any special requirements regarding your delivery address, please ensure that you inform us of them using the order notes box on the basket page as a surcharge may incur.

If pallet arrives with you from UPN, you have 15 minutes to check in your delivery. A packing list will be provided on top of your pallet with an item count to help you check your goods. We advise that you unwrap your pallet, open the boxes, process a number count of all the items and do a brief inspection of all of the goods at the same time to ensure there are no damages, shortages or issues that you would like to raise. The driver HAS to wait whilst you do this.

If for any reason the driver is unwilling to wait, please refuse the pallet and ask the driver to contact the depot to explain why the pallet has been refused.

Once you are happy with your pallet and you have confirmed that all items are present and correct with no damages or other issues, please sign on the drivers proof of delivery. If you have checked the pallet and found an issue, please write this on the drivers proof of delivery PRIOR to signing the document/handheld computer.

By doing this, you are enabling us to start a claim with the transport company should there be any issues with your pallet. Please be aware that any orders that aren't inspected for shortages or damages upon delivery and that are signed for as unchecked are NOT valid for a claim and NO refunds will be processed.

If you wish to submit a claim, please click here to visit our dedicated claims page.

‚ėÄÔłŹ‚ėÄÔłŹ Please note that we don't use refrigerated transport. Please bear this in mind when ordering goods such as chocolate which may be vulnerable to damage through exposure to heat. We are not liable for damages such as this during transport and these products are ordered at your own risk.¬†‚ėÄÔłŹ‚ėÄÔłŹ

Delivery

How long will it take to receive my order?

It depends on where you are. Orders within the UK are processed very quickly and we aim to despatch orders within 1-2 working days. Once UK orders are despatched, they are usually delivered within 1-2 working days. Deliveries to Scottish Highlands, Islands and other non-mainland UK address may take a 2-4 working days. Overseas deliveries can take anywhere from 7-16 days to be delivered. Delivery details will be provided in your confirmation email.

We offer two different delivery options:

Standard - This service takes 2-3 working days from when we despatch your order from our warehouse. You'll receive a despatch notification e-mail the day that your order is despatched. This will confirm the day that your order will be delivered on and allow you to make the necessary arrangements to ensure you are able to take delivery of your order and have enough time to fully check the goods and do a number count.

Express - This service takes 1 working day from when we despatch your order from our warehouse. You'll receive a despatch notification e-mail the day that your order is despatched. This will confirm the day that your order will be delivered on and allow you to make the necessary arrangements to ensure you are able to take delivery of your order and have enough time to fully check the goods and do a number count.

What transport company do you use?

We use UPN (The Pallet Network) and DPD to delivery most of our orders. UPN will arrive to you on a pallet as a kerbside delivery. DPD can deliver straight to your door. You’ll be asked to select a delivery method during checkout which will provide you with further details.

Will my order come via UPN or DPD?

We use both UPN (The Pallet Network) and DPD to deliver orders all over the world!

Usually orders over £500 or over 90kg are despatched on a pallet and will be delivered by UPN.

Orders under £500 and less than 90kg are despatched in cardboard boxes and will be delivered by DPD.

Please note that we may need to send your order on a pallet if it contains a number of items that may be vulnerable to damage if sent via a courier such as glass jars, drinks, plastic tubs, etc.

Can I phone your transport company?

Of course, UPN (The Pallet Network) can be contacted on 0203 883 0779. Please use your order number as your reference. They can provide you with any queries or updates you may have relating to your order.

If you wish to track your pallet, you'll be able to do so via the UPN website @ www.nhdistribution.co.uk.

What if there's an issue with my delivery?

You have 15 minutes from the moment the driver arrives with your order to do a number count and check the pallet over to ensure you are happy with it. On the unusual occasion that there is an issue with your order, please ensure that you note any damages or shortages on the drivers paperwork, also known as a POD (Proof Of Delivery). Please also ensure that you get photographic evidence of any issues so that we can use this should a claim be started. 

Please note that a claim can take upto 28 days to be processed via both UPN and DPD. Once we start a claim with the transport company, we will make you aware of this and keep you updated along the way. Claims will be settled once the transport company concludes their insurance process and the claim is completed.

Do I have to sign a proof of delivery note?

Yes, this is required and any notes relating to your order must be clearly stated on here. A POD (Proof Of Delivery) that is just signed is confirmation that the delivery is satistfactory and no claims can be started if this is the case.

How will my order come packaged?

To ensure that we despatch all orders as quickly as possible, we upcycle cardboard boxes from our warehouse. These boxes are folded, not taped so please bear this in mind when unloading your pallet. We aim to add no more than 15kg per box. All pallets are shrink wrapped in black film at the sides and top to ensure security but easy to spot any issues should they occur. A copy of your delivery note will be attached to the top for you to check the pallet in.

I'm not going to be there for my delivery?

If you're not available to sign and take delivery of your order, the transport company will take the goods back to their depot and await further instructions from you. Please note that a re-delivery charge of £30 will apply.

If your delivery is coming via DPD, please ensure that you either reschedule the delivery day to suit you or ensure a safe place is selected. Please note that the liability of the parcel is down to yourself should you choose to leave a safe place. DPD are unable to start a claim for any missing parcels that have a safe place selected or as default on your DPD account.

What times will be order be delivered from?

TPN (The Pallet Network) deliver pallets from 9am to 5pm.

DPD deliver parcels from 7:30am to 7:30pm.

How do I qualify for FREE delivery?

The majority of postcodes within the mainland UK will receive FREE delivery when the order subtotal equals/passes £500 (ex. vat). Full delivery information can be found on our delivery page.

Will I be able to track my order?

Yes. When you receive your despatch confirmation e-mail, this will include a tracking number that you will be able to use at either the UPN Tracking website or via the DPD app/website.

This will give you a clearer idea of where your order is in transit and the expected delivery date.

What is an express delivery service?

We offer a fast, efficient express delivery service which means that once your order has been collected from our warehouse, it will be delivered to you the following working day. Please note that this doesn't mean it will be delivered the following working day after you initially place the order.

I have some special requirements for my delivery?

Please use the "Order Notes" box on the basket page to include these special requests or requirements such as restricted access, reduced opening hours, etc.

Do you deliver outside of the UK?

Yes, we deliver to countries all over Europe. Delivery costs will apply, and will be added at checkout. If you don't see a delivery cost, please contact us and we can source a quote for you.

Can I cancel my order?

Once orders have been collected by TPN, we will not be able to cancel your order. It can be returned to us, but there is a fee is £30 for doing this.

Click & Collect

What is Click & Collect?

Click and collect allows you to place your order online with us and pick it up from our warehouse in London at a suitable time for yourself. Once we receive your order, we will pick and prepare your order, ready for collection.

When can I collect my order?

Once your order has been placed, our team of experienced pickers will begin to process your order. We strive to ensure all orders are ready to be collected within 24 hours (Monday to Friday, excluding Bank Holidays).

Most orders placed during working hours in the morning are ready for collection just a few hours after it has been placed! 

Where can I click and collect from?

Our warehouse address is: 

17 Towcester Road
Bow, London, E3 3ND

Collections can be made Monday to Friday (excluding bank holidays) from 6am to 2pm. 

How do I pay for my click and collect order?

All payments are made online when going through the checkout stage. This ensures a fast, easy transaction and a very speedy, contactless, collection process!

How much does it cost to click and collect?

The service is completely FREE of charge.

Are all the items available for click and collect?

Yes, everything that we have in stock on our website will be available to click and collect.

Our Products

Can I return products that I've purchased?

We always aim for make sure our customers love our products, but if you do need to return an item, we’re happy to help. Just e-mail us directly and we’ll take you through the process. All returns must be completed before 30 days of the original order date has passed, be in original condition and fully sealed. Postage costs for returns are the responsibility of the customer.

I have received the wrong product?

If you have received an incorrect item, please contact us immediately and we can start the process of getting this resolved for you.

How long will the best before date be on my products?

The majority of our products have around 6-9 months best before date on them but to ensure we can offer our customers the best price, we have to buy in large quantities from the manufacturer. We aim to send all items with a minimum best before date of 2-3 months. 

Please be aware that some of our USA items such as Twinkies, Pop Tarts, etc will only have 4-6 weeks date on them. 

If you wish to return a product because of the date, please e-mail us and we can start this process for you. This must be completed within 7 working days of receiving your order. Postage costs for the return of such items are responsibility of the customer if they fall within our guarentee.

Do you have a minimum spend?

Yes, we are a trade only website and we have a minimum spend of £150 (ex. vat and delivery).

Do the prices shown include VAT?

No. We are a wholesaler serving trade customers and businesses so all of our prices are shown excluding VAT, where applicable.

Cash & Carry

Can I visit your cash and carry?

If you're registered on our website, you can visit our cash and carry. We will be able to locate your account when you enter the warehouse.

Please note that a minimum spend of £75 (ex. vat) applies and you must have a registerd account with us.

Where is your cash and carry located?

Our warehouse is located in Bow, London. 

Our full address is: 17 Towcester Road, Bow, London, E3 3ND.

What are your opening hours?

Our cash and carry is open from Monday to Friday between 05:30 to 15:00. 

Please note that the last entry into the cash and carry is 14:30. No customers will be allowed into the warehouse after this time.

Payments

How can I pay for my order?

All orders can be paid for using either a debit card or credit card. We also accept Apple Pay and Google Pay.

I have received a refund, what is this for?

If you have received a refund from us, this is because an item was unfortunately either out of stock or not suitable for despatch (e.g split bag). Your refund will appear in your account within 48 hours.

My Account

I've forgotten my password?

No problems! Please see the "My Account" section at the top of the page. From here, you'll see a recover password link where you can reset your password.

Can I download my invoices?

Of course, you can download all the relevant documents needed for your records from both your account section and the individual order confirmation e-mails.

Still Need Help?