Customer Service

A warm welcome to The Fudge Factory online store

Shop By Category
You can shop by category by clicking on the links on the right under “Categories”. On clicking the category name, you will be presented with all the products from that group. If you can not find a particular product for a category, simply email us and we will do our best to try to stock the product for you.

Searching For Products
Type a product name or number into the search bar . You will then see a list of products relating to your query. Click on any of the links to see more details about that item and/or place the item in your basket. To bring up a wider range or results, try limiting your search to one word. If you can not find a particular product using the search box, simply email us and we will try to stock the product for you.

Methods Of Ordering

San Francisco Fudge Factory gives you 2 easy options to place an order. You may do one of the following:

  • Order On-line
  • Order by Phone – 01225 425714     Open 9am – 6pm Monday to Saturday

Methods Of Payment
We accept all major debit and credit cards (except AMEX) via Sage Pay, and Paypal.

Create An Account
Users who create a personal account with us, will be able to store all of their billing information with us, thus preventing having to enter it every time. To create an account, simply select “My Account” at the bottom of the page. From there, you will be able to register with us. You will also be able to register during your check-out process. The next time you come to our site, your billing and shipping information will be pre-filled for you! In order to take advantage of this feature, you must have your “cookies” enabled on your computer.

Forgot Username or Password
If you forgot your username or password, simply go to the “Lost Password” page. You will then be able to enter your email address and we will email you your username and password within a few minutes.

Place An Order
Placing an order is simple. Simply navigate our site to the products you want and when you’ve chosen the item, click the ‘Add to Cart’ button. You’ll then be forwarded to our cart page where you can either checkout immediately or continue shopping

Edit My Order
If you wish to edit or change your order after it has been placed, simply send us an email explaining what you wish to change. If your order has already been processed, you will not be able to modify or change your order.

Cancel My Order
If you wish to cancel your order after it has been placed, simply send us an email, including all relevant details, asking us to cancel your order. If your order has already been processed, you will not be able to cancel your order, however, you may return the item for a refund.

Money Back Guarantee
We are proud of the quality of our products and highest possible level of service, we strive to make sure you are completely satisfied. To ensure that every piece of fudge you eat maintains the highest level of quality, each phase of our preparation and production is done by hand. We individually inspect all ingredients in every batch of fudge. We closely monitor the temperature and cooking time. A slight variation would cause the fudge to lose its robust flavour and not set.

If for any reason you are unhappy with your purchase you may cancel your contract with us and return the goods. Your request to cancel must be made in writing (e-mail) within 14 working days from the day after delivery. You are required throughout the period prior to return to retain the goods and take reasonable care of them. If you wish to return an item please contact us by e-mail so we can arrange the return. We will issue a full refund on the price paid for the item within 30 days of cancellation.

You may be liable for any shipping costs if the item is returned or exchanged due to reasons other than received damage. You can always return items if they are defective. Please see “To return an item” below for details of how to return defective items to us.

To return an item, please send the package to the address below

San Francisco Fudge Factory
6 Church Street
Abbey Green
Bath
BA1 1NL
England

For your protection we recommend that you use a recorded-delivery service. This returns policy does not affect your statutory rights.

Coupon Redemption
If you have a coupon, you can redeem it on the last page of the checkout process. Simply enter the coupon number and hit “Submit”. You will see the coupon deducted from your total amount.

Shipping
Order online or by phone, we aim to dispatch in stock items within 48 hours!! All orders are packaged with great care to ensure safe delivery. All orders are delivered via Royal Mail first class, special delivery or by Business post.

Delivery is FREE within the UK on orders over £50. Orders are usually received within 1-2 working days, although we will always try to accommodate if you have a more pressing deadline, just contact us.

For UK Next-Day delivery, orders MUST be received before 12 noon that day.

Shipping for Christmas
As all our fudge is freshly made and free from any preservatives we endeavour to send Christmas orders out as close to the day as possible to ensure optimum freshness for you.

International Shipping
We do offer international shipping to most destinations. International orders are sent via Parcelforce worldwide airmail. International orders will usually arrive within 7-14 working days.

Lost or Damaged Shipment
Please contact us on 01225 425714 Open 9:00am – 6:00pm Monday to Saturday

Return A Product
Please refer to Money Back Guarantee.

Privacy Policy
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your consent. We will give you the chance to refuse any marketing email from us or from another trader in the future.

We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.