TAKE THE PLEASURE OF HEALTH AND HAPPINESS, eat fresh fruit Bouquets!

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 Customer Service FAQs

Frequently Asked Questions

  • MY SWEET ACCOUNT  
    • What are the features and benefits of My Sweet Account?

      When you sign up for an account with sweetembraces, you'll have access to some exclusive features only available to you! You'll be able to view your Order History for any order you place while signed in to your account. From there you can view the full order details, and track your order. You can also save contacts to your Address Book, sign up for our Gift Reminder service and more.

    • I forgot/want to change my password. How can I reset my password?

      No problem! If you forgot your My Sweet Account password, just click on the link that says "Forgot Your Password" upper right of our website. From there, we'll walk you through the simple process to reset your password.

    • How do I sign up for a Gift Reminder?

      With our Gift Reminder feature, you'll never forget an important occasion or event! To sign up for a Gift Reminder from your My Account page, select Gift Reminders under Important Links. Then, click the orange button that says "Add a New Reminder", and we'll walk you through the process. We'll send you an email when you tell us you'd like to be reminded.

    • How can I add a contact to my Address Book?

      From your My Sweet Account page, select Address Book under Important Links. Then, click the orange button that says Add a New Address and we'll walk you through it. Once you've added a new contact, placing an order will be even simpler!

    • I forgot to sign in to My Sweet Account while placing an order. Can you add this order to My Sweet Account?

      We're sorry to say that we're not able to add orders under your Account once it has already been placed. Not to worry - you can still track your order, and you will (of course) still receive an order confirmation! You just won't be able to view this order under your Order History when you're logged in to your My Sweet Account page.

  • PRODUCTS  
    • Does your fruit contain preservatives?

      No. Our fruit is all natural. No preservatives are ever added.

    • How long will the fruit last?

      Our fruit arrangements are sold at the peak of freshness. We recommend that you enjoy your fruit bouquets right away. If that´s not possible, you should keep the original wrapping, and refrigerate immediately upon receipt. Once it has been removed from the original wrapping, you should remove the fruit from the skewers, store it in an airtight container, and refrigerate immediately.

      Our chocolate dipped fruit is exceptionally fresh, and should be consumed immediately. If that´s not possible, you should keep the original packaging, refrigerate immediately upon receipt, and enjoy within 24 hours of receipt.

    • Do your products contain nuts?

      Some of our fruit arrangements and boxes of chocolate dipped fruit have crushed or sliced almonds, so there are nut products in our preparation areas. We cannot guarantee that a gift will not have come in contact with nuts or nut oil. We recommend that you take the necessary precautions based on any related allergies.

    • Do your products contain milk?

      All Sweetembraces products may contain or come in contact with items that contain milk products. We recommend that you take the necessary precautions based on any food allergies.

    • What kind of chocolate do you use?

      We use 100% real chocolate in all of our dipped fruit arrangements and products! Our fruit is dipped in either gourmet semi-sweet or white chocolate.

    • Is your chocolate gluten free?

      All chocolate is gluten-free. However, our chocolate is manufactured in facilities that may manufacture gluten-based products.

    • Can I customize my arrangement?

      We have a wide variety of fresh fruit arrangements and chocolate dipped fruit to choose from, with a multitude of options for different fruit, chocolate, and topping combinations! You can also customize your order by adding balloons and more. You will see all of these custom options as you proceed through the checkout process, after you´ve selected an arrangement.

    • Can I choose/change the container?

      All of our containers and packaging are specifically designed to accommodate the size of our arrangements, and to complement the appearance of each fresh fruit creation. Containers may vary from those shown on our website.

    • I only want certain types of fruit. Can I make substitutions?

      Our arrangement designs are carefully created for the perfect presentation in our signature style to ensure that every arrangement or gift meets these standards or presentation, the designs are trademarked and can't be modified by substituting different fruit types in any arrangement.

      But, the good news is, we really do have dozens and dozens of options with many different fruit configurations! So, we're sure we have something that you will love. We'd be happy to help you find a gift that's just right for your taste preferences, so give us a call any time at +44 (0) 798 049 6156.

    • Why doesn´t my arrangement have exactly the same amount of fruit as the photo on the website?

      Our arrangements may vary in the exact fruit counts due to produce size variations throughout the year. Each fruit has a peak season, which may result in larger than average produce during that time; similarly, there are seasons when the fruit may be smaller than average. To ensure that the arrangement´s design remains uniform, our Fruit Experts work within specified fruit count ranges for each fruit type when building each arrangement. This gives our highly trained staff just enough flexibility to ensure that the arrangement is perfectly designed, no matter what size the fruit is at that point in the year.

  • ORDERING  
    • How far in advance should I place my order?

      We will make contact via e-mail / telephone confirming the details of your order within 24 hours; this will also apply if the order can not be completed.

      For business deliveries, and during busy holiday time periods like Christmas, Valentine´s Day and Mother´s Day, we recommend that you order further in advance.

    • How can I place an order?

      You can place an order online any time at www.sweetembraces.co.uk or by calling +44 (0) 798 049 6156 .

    • How much room do I have for my gift card message?

      Your card message can be up to 300 characters long, including spaces, periods, symbols, etc.

    • Will I receive an order receipt/order confirmation?

      Yes. First, if you place your order online, you will see a confirmation page after you process your order. We recommend that you print this confirmation page and keep it for your records.

      We will also send you a confirmation email after you place your order, whether you order online or by phone. If you do not receive an order confirmation email, it is possible that your email address was entered incorrectly.

      Keep in mind that there may be a delay in the delivery of your order confirmation email. Due to the high volume of orders we receive, particularly around busy holidays like Valentine´s Day and Mother´s Day, you may not receive your email confirmation immediately after placing your order.

    • What if I didn´t see a confirmation page and/or didn´t receive an email confirmation?

      If you didn´t receive any of the order confirmation messages, please call +44 (0) 798 049 6156 as soon as possible. We recommend that you do not attempt to submit the order again to avoid placing duplicate orders. One of our Customer Service Representatives will be able to assist you in determining if your order was successfully processed.

      If the order was not successfully placed, we will be able to take your order by phone at that time.

    • Can you resend me my order confirmation or invoice?

      Sure can! Just give us a call at +44 (0) 798 049 6156 and we will be happy to do that for you.

    • How do I cancel or change an order I already placed?

      To amend or cancel your order please go to Customer Services and submit your request.

      3 days; days before the date of delivery a full refund will be applied for cancellations.
      2 days; Orders cancelled or amended 2 working days prior to the date of delivery will incur 50% refund of the payment made for the product.
      24 hours; There will be no refund for amended or cancelled orders 24 hours prior to delivery or upon dispatch of orders on the road.

      Date Change; Date change is only permitted to orders recieved within 24 hours of delivery but decided a date change, will be charged 30% to cover services/alteration.

      If for any reason that you may need to change delivery address on the day of delivery, Please contact us by telephone and an e-mail confirmation is also required, a fee of £15.00 will be charged for change of address.

  • DELIVERY  
    • What are your delivery policies?

      For Residential deliveries, orders delivered via a local store are typically delivered from mid-morning to late evening as late as 9pm.

      For Business deliveries, orders delivered via a local store will be delivered before 4pm.

      We cannot take request for specific delivery times.

      If the recipient is not available at the time of delivery, we can no longer leave the delivery with a neighbor. We can only arrange to leave a delivery at a neighbor´s upon specific request of the guest. If you want your order to be left with a neighbor if the recipient is not home, please make sure to advise the local store in your delivery instructions at the time you place the order. You will need to provide the name and address of the neighbor. If no one is available to accept the gift, the recipient´s door will be tagged with clear instructions for retrieving the gift.

      For more information, view our Shipment Policies.

    • Where can you deliver?

      We deliver to 63 postcode in and around London. If delivery area is not recognised please contact us

      For more information, view our Delivery Area.

    • Will you contact the recipient prior to delivering the product?

      Sweetembraces stores may contact the recipient prior to delivery to ensure that they are home and/or available to accept their gift, but we do not typically contact recipients prior to attempting delivery. We recommend that you always send your gift on a date and to a location where someone will be available to receive the gift to ensure freshness, and advise your recipient to expect a delivery.

    • I would like my order(s) to be delivered at a certain time. Do you offer timed deliveries?

      We cannot guarantee delivery times, but we will do our best to accommodate the open hours of offices, schools and businesses. Any request for a specific delivery time cannot be honored. You should not include any such request or delivery instruction with your order, as it will not be taken into account for your delivery.

      You can always Track Your Order online any time, or contact Customer Service for tracking assistance at +44 (0) 798 049 6156.

    • How can I track the status of my order?

      You can Track Your Order online any time through the Customer Service section of our website using your order confirmation number. Just enter your Sweet Order number in the entry field, and click Track Order to get the most recent status update.

      Please keep in mind that your order status is updated periodically, and may not reflect up to the minute status. During busy holiday times like Christmas, Valentine´s Day and Mother´s Day, there may be delays in updates to your order status.

    • How much is the delivery fee?

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  • PAYMENT  
    • What payment methods do you accept?

      We DONOT accept American Express "AMEX" but all major credit card are wellcome.

    • When will my credit card be charged?

      Your credit card will be charged at the time the order is placed.

    • Is it safe to use my credit card online?

      Yes; we never send personal information, such as your credit card number, over the network in a way that is readable to anyone but us. We accept all Card Payments via CARDSAVE/WORLDPAY Internet using SSL (secure socket layer) technology.

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