FAQ's | Appleton Sweets


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.


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?