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Contact Information/Opening Hours

You can contact us by telephone, our number is 01252 342999.Our telephone lines are manned on Monday to Friday from 9.30am till 4.30pm, however we do have a 24 hour answer machine service and we will respond to any messages left. The fastest way to contact the Stateside Candy Co is by our using our Contact Us Form on our website.

Our Postal Address is:

Stateside Candy Co Ltd,
Grovesnor House
36 North Lane
Aldershot
Hampshire
GU12 4QG
United Kingdom


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Payment Methods

We currently use a 100% secure Credit and Debit card payment processor, (Sagepay), for your safety and convenience. This service also allows you to pay for your order by PayPal. You can also pay using your Credit card or Debit card by telephone if you would prefer. Simply complete the checkout process and select the Pay By Telephone payment method and you will then be E-mailed your order reference number and the telephone number you need to use to pay. 
The Stateside Candy Co is now participating in Verified by Visa and MasterCard SecureCode for added online payment security. These services are offered by Visa and MasterCard, in association with the bank that has issued your credit / debit card. It is aimed at protecting your details when shopping online by ensuring your card is not being used by someone else and is becoming a standard across all shopping websites.


You can also place your order by calling our order line on 01252 342999.Our telephone line is generally manned from Monday to Friday from 9.30am until 4.30pm, however we do have a 24 hour answer machine service and we will respond to any messages left.

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Shipping

Orders placed on the website are usually dispatched within 5 Working days however your order may take up to 10 days at busy periods or if your order is particularly large or heavy. We will contact you directly should any problems or stock availability issues occur with your order. Your order will be delivered by the Royal Mail or Parcel Force.

**ORDERS WEIGHING MORE THAN 1.5KG BEING SHIPPED TO NORTHERN IRELAND CANNOT BE SENT AS A STANDARD DELIVERY. THE £9.99 SHIPPING CHARGE WOULD THEN BE APPLICABLE**

Our Mainland UK shipping charges for all UK orders under £50 the delivery charge is £4.50. Orders over £50.00 are posted *FREE to the Mainland UK. (*Limited time promotion for the Mainland UK only. Free Delivery to Northern Ireland & the Channel Islands & Highlands is available for orders over £85.00). Northern Ireland deliveries and the Channel Islands incur an additional delivery charge, (Please see Overseas Shipping Chart below). If unsure of your shipping charge please contact us. We also now offer a faster Parcel Force delivery option.
If your goods cannot be delivered for any reason and are returned to www.Americansweets.co.uk, the cost of the goods will be refunded in full less a £12.00 charge to cover postage, packing and administration at our discretion
If an order is returned as a result of a customer not collecting it from their local sorting office customers will be charged a shipping fee of £4.50 for us to redispatch the order.
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Collection Of Goods

Local customers to our warehouse in Aldershot are welcome to collect a purchase rather than paying for delivery. Just select the collection from warehouse option when you checkout. Please call us on 01252 342999 if you require directions or further information.
You can now also purchase direct from our shop in Aldershot!

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What if my order has not arrived?
The vast majority of orders are delivered on time, but from time to time items may go missing or be delayed.
We use two different shipping methods to send out your order. Smaller orders are sent using Royal Mail 1st Class Mail. Larger orders may be sent using Parcel Force. If Parcel Force has been used you will normally receive an dispatch email from www.Americansweets.co.uk and also a email notification direct from Parcel Force. The Parcel Force email will contain a unique tracking number which will allow you to track your order using the www.Parcelforce.com website. This will show you the progress of your order and should you not be home when the parcel delivery is attempted it will show you where your order has been left. If you are not home Parcel Force may leave your parcel with a local Post Office or may be returned to the Parcel Force depot for re-delivery at a later time. Please Contact Us if you are having problems tracking your order.
With Royal Mail deliveries you should allow 15 working days from the date of dispatch for your order to be delivered, (1st Class Mail DOES NOT always mean a next day delivery and often can take a 2 weeks or so to arrive! If your order has not arrived after 7 working days we ask that you Contact your local sorting office to make sure they are not holding any items for you. (You should have been left a calling card by your postal delivery agent should you not be home letting you know that you have a parcel awaiting collection however we do experience an incredibly large number of customers who for one reason or another have not been left this card!), Make sure you record the name of the person you spoke to, and the address of the sorting office, as you will need this information to continue your claim. If the sorting office is NOT holding items for you, Contact Us making sure you provide the information above, together with your order number and full delivery address. We will then process your claim (Usually within 1 -4 Working days) and pending our investigation, we may send out a free-of-charge replacement item.
* PLEASE NOTE THAT WE CANNOT PLACE ANY CLAIM FOR LOSS OF A PARCEL UNTIL 15 WORKING DAYS HAVE PASSED SINCE THE DISPATCH OF YOUR ORDER. WE APPRECIATE THAT THIS IS NOT ALWAYS CONVIENIENT HOWEVER THIS IS A ROYAL MAIL POLICY AND NOT SOMETHING THAT CAN BE CHANGED BY US *

We will do our utmost to make sure that we resolve your issue so long as we are contacted within a reasonable amount of time. We will not accept any claims outside of 28 days from the date of dispatch as after this time are not able to make any claims from the postal agents.

International orders may take longer to arrive due to customs delays etc. Countries such as Norway are well known for customs delays and it is not infrequent for deliveries to take up to 6 weeks to arrive! We will not be held responsible in any way for any delays and subsequent issues with the sell by dates/ product condition. Please note that we can not be held responsible for any additional taxes or duty/import charges that may be charged to a recipient of a parcel for overseas customers. If you unsure if you are likely to be charged we recommend that you contact your countries customs service before placing your order.

Why is shipping so expensive? We are one of the few on line companies that does not use shipping as a 'profit centre' but it is important to remember that shipping is based on weight and distance and that our products tend to be heavy. Orders over *£50.00 qualify for free delivery and this is the most cost effective way to purchase your favourite candies.

Please note that the Stateside Candy Co will not and can not be held liable for any losses, costs, damages or expenses incurred by the customer for any failure to meet an estimated delivery date. We cannot be held responsible for any delays in your order being delivered by Parcel Force. We offer no refund/compensation of delivery charges should your order not arrive on on the estimated delivery time/day as this is totally beyond our control. This includes delays caused by adverse weather conditions.

If your goods cannot be delivered for any reason and are returned to www.Americansweets.co.uk, the cost of the goods will be refunded in full less a £12.50 charge to cover postage, packing and administration at our discretion
** Should your item arrive damaged or you receive an incorrect item please do not dispose of the item before contacting us as we may require photographic proof of any damage in order to make a claim for the damages! **

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Worldwide Shipping

We are more than happy to ship our products worldwide! This is especially helpful for those unfortunate souls that can not get hold of their favourite American treats where they live! Please note that we can not be held responsible for any additional taxes or duty/import charges that may be charged to a recipient of a parcel for overseas customers. If you unsure if you are likely to be charged we recommend that you contact your countries customs service before placing your order. We also offer a Care Package facility. This means that anyone in the world can order items for delivery to their friends and relatives in other countries. We find this to be very popular at celebration times such as Birthdays and Christmas. Our most popular overseas customers tend to be Americans sending care packages to friends in the UK as the very expensive cost of shipping items from the USA using the United States Postal Service makes ordering from the UK, (Even with the weaker Dollar!), that much more cost effective!

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Damages/Shorts

The purchaser is bound to inspect the condition of the packaging of the goods upon delivery. In the event that an order is received and there is a discrepancy as to a missing item, a claim must be submitted within one week, (7 days) of physical receipt. In the event that a product is received in unusable condition, for reasons other than extremes of temperature, a claim must be submitted within 1 week, (7 days), after physical receipt of merchandise. Please note that we do our best to pack your order in such a way that damage should not occur in transit. In the event that your item has been damaged we will do our best to remedy the situation, however certain items such as Cookies and Potato chips are a high risk item and cannot be changed/refunded to due to damage in transit by a external courier company over which we have no control.

** Should your item arrive damaged or there is an issue with an item you have received, please do not dispose of the item before contacting us as we may require photographic evidence in order for us to investigate further! **
 


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Returns

In the unlikely event that you may wish to return any product our terms are that We will refund the cost of all merchandise received in unopened and undamaged condition, however, we will not refund the cost of shipping unless agreed otherwise. Sorry, no returns are accepted without prior approval and no returns after 7 days of receipt. All returned merchandise must be shipped by the customer and this postage cost is not refundable unless agreed otherwise. Due to health regulations, we are not able to accept any food based merchandise where original packaging is not FULLY intact.

All returns must be authorised by our cancy crew who will give you a reference number for your return and an address to which the order will need to be returned to. 

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Hot Weather

We store our chocolate products in temperature controlled units during spells of hot weather in order to keep these products in good condition. However once shipped we are unable to control the temperature that the goods at shipped at and therefore we are unable to take responsibility for items that, once delivered, turn out to have suffered any type of heat damage. If in doubt about a product's perishability, we strongly encourage you to contact us prior to placing your order. If you would like us to wait until cooler weather before we dispatch, please let us know and we will process your order accordingly.

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How long does candy last?

This is a difficult question. It is best to order your favourite candy as close as possible to the date that it is needed as, unlike other online candy stores, most items are in stock and available for immediate delivery, however due to the fact that the majority of our Candy products have to be shipped from the USA or Canada, on occasion the best before date of the product on theses products may not be as long as we would like. However we will never knowingly send out candy with a very short shelf life.

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VAT

We are obliged to show the VAT, (Value Added Tax, currently 20%), figure on applicable products when you checkout. This VAT is already incorporated into the price of your item. You will notice that when you check out you will be quoted the price of the item with and without VAT as applicable. This is shown separately for our accounting use only.

**You will not be charged any additional VAT on any item in your shopping basket. Any VAT figure has already been included in your items price!**

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Privacy Policy

The Stateside Candy Co will never sell our email lists or use them for spamming. When you give us your email address, it will only be used to notify you of our specials or for ordering purposes. The same goes for any other personal information you may give us. (Click here for our Privacy and Security Policy), Please note that as we use PayPal or Sagepay as on line payment processor, we never at any time have any access to your credit card information. This information is held centrally by the payment processor. If you have any questions/comments about privacy, you should email us.

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Country of Origin

The majority of the products that we sell are manufactured in the USA or Canada. You will find, however, that some items may not originate from these countries. Examples of this include some of our Grocery items, such as Betty Crocker Cake Mixes. We mark the country of origin on the product description, should the item not originate in the USA or Canada. If you are unsure, please feel free to Contact Us.

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Genetically Modified Organisms (GMO's)

In light of recent media interest in Genetically Modified Foods, our suppliers have contacted their suppliers and manufacturers in the USA to confirm the current status.
To date, replies received would indicate that that the matter is very much in hand, with most of the manufacturers being fully aware of the situation, and any GMO Maize and/or Soya ingredients are being withdrawn from future production if and where necessary.
However, due to scientific research on cross-pollination, it is almost impossible to guarantee that all products are free from GMO's.
Our suppliers are aware of EU Regulation 11396/98 and are currently in the process of labelling all new and future stock accordingly. This regulation does not apply to additives. We do supply some products that contain GMO's. These products have a GMO logo next to them, for your convenience. We will mention on the product listing if the product does contain any GM ingredients.

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Website Problems

Please report any technical issues or errors with this site to Howdy@Americansweets.co.uk
 

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