FREQUENTLY ASKED QUESTIONS AND ADDITIONAL INFORMATION
We are still open as normal and we are posting out every working day.
Please note that there may be delays within Royal Mail/DPD Local’s Network which may affect the current operating times for delivery of orders. We cannot be held responsible for delays incurred due to postal workers absences or system delays.
All our orders are aiming to be sent out within 3 working days due to increased demand and lower staff members. (OVER 90% OF ORDERS ARE DISPATCHED NEXT WORKING DAY, SOME ITEMS MAY TAKE LONGER DUE TO SUPPLIER DELAYS) We do not refund postage costs/orders during this time due to any delays incurred.
Royal Mail are experiencing delays in certain parts of the country. For service updates please click here
Some services can take up to 15 days to arrive such as Second Class and we would always recommend using a First Class Royal Mail service, Tracked Service or use DPD Next Working Day Delivery for a quicker service
1.1 UK DELIVERY
1.2 INTERNATIONAL STANDARD DELIVERY
1.3 INTERNATIONAL TRACKED DELIVERY
1.4 WRONG DELIVERY ADDRESS
1.5 RETURNED ORDERS
1.6 POSTAGE COST
1.7 ALCOHOL DELIVERY
1.8 DELIVERY SERVICE CHANGES
2. DAMAGES/MISSING ITEMS
2.1 REPORTING DAMAGED ITEMS
2.2 MISSING ITEMS
2.3 DISCOUNT CODES
2.4 ITEM SUBSTITUTION
ENCHANTED DRINKS CO LTD IS REGISTERED WITH COMPANIES HOUSE- COMPANY NUMBER 11036087
ENCHANTED DRINKS CO IS ALSO A REGISTERED TRADEMARK
OUR CONTACT ADDRESS IS: ENCHANTED DRINKS CO LTD, OFFICE 10, RENTASPACE, 9 DUNNINGS BRIDGE ROAD, LIVERPOOL, L30 6UU
CONTACT EMAIL: INFO@ENCHANTEDDRINKS.CO.UK ENCHANTED DRINKS CO LTD IS A FULLY LICENSED PREMISE ALLOWING THE SALE OF ALCOHOL VIA OUR ONLINE WEB STORE
ENCHANTED DRINKS CO LTD IS A VAT REGISTERED COMPANY. VAT NUMBER: 283 5511 96
ALL PRODUCT PRICES DISPLAYED ON OUR WEBSITE ARE INCLUSIVE OF VAT AT 20%.
WE HOLD ALL RELEVANT LICENSES TO SELL EDIBLE CONFECTIONERY AND ALSO HOLD A 5 STAR FOOD HYGIENE CERTIFICATE.
WE SHIP ALL NON ALCOHOLIC PRODUCTS WORLDWIDE
AT ENCHANTED DRINKS CO LTD WE OFFER WORLDWIDE SHIPPING (ON ALL NON ALCOHOLIC PRODUCTS) MEANING YOU CAN ENJOY OUR PRODUCTS ANYWHERE IN THE WORLD. PLEASE SEE BELOW FOR INFORMATION REGARDING DELIVERY.
1.1. HOW LONG WILL MY ORDER TAKE TO ARRIVE - UK ORDERS? -
The products that are available to purchase on the website are usually dispatched within 1 working day, Please allow an additional day for dispatch during busy periods such as Christmas. (SEE COVID-19 UPDATE ABOVE)
WE DO NOT DISPATCH AT WEEKENDS AND BANK HOLIDAYS (THIS INCLUDES ITEMS THAT ARE ORDERED FROM FRIDAY 12PM-SUNDAY/BANK HOLIDAYS)
ROYAL MAIL 1st Class - 1-2 Working Days
ROYAL MAIL 2nd Class - 2-5 Working Days
DPD - Next day trackable service (not guaranteed) - 1 Working Day (available Monday to Thursday)
Please note: All orders must be placed before 12pm to be dispatched for Next Day DPD Delivery We DO NOT offer a weekend shipping service as we are closed Saturday & Sunday (SEE COVID-19 NOTICE FOR CURRENT INFORMATION)
Sometimes UK Delivery can take longer than expected for reasons beyond our control. Please use your tracking details available on your order to locate your parcel or use the next point to locate your parcel. .
MY ORDER HASN'T ARRIVED WHAT DO I DO?/ MY ORDER IS MARKED AS DELIVERED BUT I HAVEN'T RECEIVED MY ITEM? -
ROYAL MAIL -
If no one is home to accept your parcel when delivery is attempted, Royal mail will occasionally take it back to your local delivery office or deliver it to a neighbor or to a designated safe place. If your item is marked as delivered but hasn't been received by yourself please do check the areas around of your house and with all your surrounding neighbors and if no avail please visit your local delivery office with the tracking code and address provided on your order. Royal Mail Postmen can forget to leave calling cards so it is important that you check all the areas above if your order hasn't arrived within the specified times. To make a complaint about your delivery or for any enquiries please call Royal Mail's Customer service line on 0345 774 0740. Or please use the form below.
Please Note: Royal Mail will not class items as missing until 10 working days have passed so please do be patient and in the meantime we would recommend checking at your local delivery office.
Please check Royal Mail's website for Service updates in your area https://personal.help.royalmail.com/app/answers/detail/a_id/12556/~/service-update
DPD LOCAL -
For all DPD orders, tracking information will be provided and you will also receive an email/text confirmation to the number/email provided on your order to notify you of your delivery. Using the online DPD Local portal you can rearrange your delivery as well as view the items progress, view its delivery location/signature, arrange to collect your parcel from a DPD pick up point.
For any help locating your parcel please call DPD Local on 0121 275 0505 or visit https://www.dpdlocal.co.uk/content/how-can-we-help/contact.jsp using your consignment number found on your order.
1.2. HOW LONG WILL MY ORDER TAKE TO ARRIVE WITH ROYAL MAIL?-
INTERNATIONAL ORDERS STANDARD SHIPPING
European Parcels: Royal Mail Delivery aim 3-5 working days
International Parcels: Zone 1 & Zone 2 - Royal Mail Delivery aim 5-7 working days
These time frames do not include Customs Clearance times and can take up to 15 working days for European Delivery or up to 42 working days for Zone 1 & 2 International Delivery.
The products that are available to purchase on the website are usually dispatched within 1 working day, Please allow an additional day for dispatch during busy periods such as Christmas.
WE DO NOT DISPATCH AT WEEKENDS AND BANK HOLIDAYS (THIS INCLUDES ITEMS THAT ARE ORDERED FROM FRIDAY 12PM-SUNDAY/UK BANK HOLIDAYS)
International orders sent via a Standard Service are not tracked so no liability will be held with Unicorn Shimmer Co Ltd should your item fail to arrive. All standard postage includes compensation of up to £20 which can be claimed directly from Royal Mail should your item not arrive. Please Call Royal Mail direct to make a claim or you can use their online form Below:
Royal Mail's Customer service line on 0345 774 0740. Or please use the form below.
Please be aware: Goods may be subject to customs charges and fees. These depend on the contents’ value. The recipient will have to pay these before the parcel is released to them. The customs authorities in the destination country determine if charges are due on imported goods.The levels and thresholds of charges vary from country to country. Royal Mail cannot advise on what these may be. Please contact the embassy or customs authority of the destination country for help.
PLEASE NOTE - FORCE MAJEURE: Special events such as Christmas or other busy holiday periods, Acts of God, Extreme weather conditions, other circumstances beyond our control etc. may prevent postage aims and goals. Unfortunately we are unable to control items once they have left our premises. We provide proof of postage with every order we post.
For more information please visit https://www.royalmail.com/retail-compensation-policy-loss#Summary of definitions
Please check Royal Mail's website for service updates in your area.
1.3. HOW LONG WILL MY ORDER TAKE TO ARRIVE? -
INTERNATIONAL ORDERS TRACKED AND SIGNED FOR SHIPPING
European Parcels: Royal Mail Delivery aim 3-5 working days
International Parcels: Zone 1 & Zone 2 - Royal Mail Delivery aim 5-7 working days
DPD Air Classic Tracked - 3-7 Working Days
These time frames do not include Customs Clearance times and can take up to 15 working days for European Delivery or up to 42 working days for Zone 1 & 2 International Delivery. You will be able to track the progress of your order using the tracking number found on your order.
All tracked parcels are covered for compensation of up to £50 ONLY. To insure your parcel for more than this amount please email email@example.com this will be priced at an additional cost.
Goods may be subject to customs charges and fees. These depend on the contents’ value. The recipient will have to pay these before the parcel is released to them. The customs authorities in the destination country determine if charges are due on imported goods.The levels and thresholds of charges vary from country to country. Royal Mail cannot advise on what these may be. Please contact the embassy or customs authority of the destination country for help.
PLEASE NOTE - FORCE MAJEURE: Special events such as Christmas or other busy holiday periods, Acts of God, Extreme weather conditions, other circumstances beyond our control etc. may prevent postage aims and goals. Unfortunately we are unable to control items once they have left our premises, it is then down to Royal Mail to deliver your item we cannot be held responsible for any items that are delayed.
1.4. I HAVE PROVIDED THE WRONG ADDRESS ON THE PARCEL, WHAT CAN I DO? -
If you have provided the wrong address on your order and your product hasn't yet been dispatched please email firstname.lastname@example.org and we will try our best to change your shipping address.
If your product has already been shipped we cannot change the address on the parcel. If your parcel fails to arrive due to an incorrect address, the parcel may be returned to us but this can take several months for International orders or a few weeks for UK orders.
We will only refund items that are returned to us and will minus the original postage cost plus an administration fee equal to the original postage costs. As we are a Royal Mail business customer we are charged for return postage costs. We will not refund any items that haven't been returned to us.
1.5. MY ORDER HAS BEEN RETURNED TO YOU CAN YOU RESEND IT BACK TO ME? -
Yes, We can resend your order back to you if it is returned to us. Please note that redelivery of your order will incur a delivery charge of £4.50 to cover the additional postage and will be sent using DPD Local for a tracked service. We are unable to reimburse you for the original postage fee.
We will only refund items that are returned to us and will minus the original postage cost plus an administration fee equal to the original postage costs. As we are a Royal Mail/DPD business customer we are charged for return postage costs. We will not refund any items that haven't been returned to us.
1.6. WHAT IS THE PRICE OF POSTAGE? -
Please see our 'Shipping page' for costs and services.
1.7. DELIVERY OF ALCOHOL GIFT SETS
Alcohol Gift sets are sent using a signed for service via DPD Local for orders in England, Wales & Scotland LAND ONLY SHIPPING (Orders for ROI, Scottish Highlands, Scottish Isles, Jersey, Isle or Man, Isle of White & Scilly Isles will be sent Via Royal Mail 1st Class Signed for next working day). DPD do not offer a Next working day option/Saturday service to ROI, British Isles, Scottish Highlands. By ordering Alcohol from our website you are agreeing that you are aged 18 or older. It is an offense to order alcohol if you are under the age of 18.
WE DO NOT SHIP ALCOHOL OUTSIDE OF THE UK. ANY ORDERS PLACED FOR ALCOHOL FROM OUTSIDE THE UK WILL BE AUTOMATICALLY REFUNDED AND WILL NOT BE SENT.
1.8. MY DELIVERY WAS NOT SENT USING THE SERVICE I SELECTED -
Occasionally we may need to change the delivery for an alternative delivery service depending on the order. We will usually match the service like for like such as a Signed for service for another Signed for service from a different courier. This can be for a number of reasons such as your item is heavier than expected due to additional packaging, your location is not covered by DPD Local for the price which you have paid, the parcel is larger than expected, your parcels content is not covered by the insurance on the selected shipping etc. If we have made a mistake and sent your parcel using a Standard shipping when you have paid for a tracked service we will refund your postage cost. If we need to contact you regarding your order we will do so via email.
1.9. CAN I COLLECT MY ORDER FROM YOU? -
Unfortunately we do not have a store/shop accessible to the public so we are unable to provide a pick up service. Please see our Supplier page to find a stockist near you.
2 DAMAGES/MISSING ITEMS
2.1. MY ITEMS HAVE ARRIVED DAMAGED, WHAT DO I DO NOW?-
If your items have been damaged in transit, please send an email within 7 days of receiving to email@example.com
Before throwing damaged goods away, you MUST send us a photo of each individual damaged item, clearly showing the damaged area and packaging it arrived in. Without photographic evidence, replacements WILL NOT be sent.
Items that have been damaged in transit outside of the UK using a standard service are not be covered for replacement by ourselves and in this case you may have to claim via Royal Mail.
2.2. SOMETHING IS MISSING FROM MY ORDER/ MY ORDER IS INCORRECT. HOW CAN I RESOLVE THIS? -
If something is missing from your order/your order is incorrect, please send an email along with a photo of the items that you have received to firstname.lastname@example.org so that we can rectify this for you as soon as possible.
2.4 Item Substitutions:
If an item is not in stock we may occasionally substitute it for a similar item where possible. Packaging may be substituted for different coloured shred. We will contact you where a substitute is not possible.
2.3 Discount Codes:
Some discount codes may not apply to all products, these products are usually any bottles/miniature bottles of alcohol and subscription boxes but occasionally other products may also not be included within the discount code.
CAN I RETURN MY ORDER? -
As we are dealing with food items and edible products, we DO NOT ACCEPT RETURNS. By not accepting returns, we have 100% trace-ability of our products and can supply them to our customers knowing they are untampered with and safe. Because of this, please ensure you do not make any mistakes when ordering.
If you are not satisfied with your product due to a fault or an issue please contact email@example.com and one of our team will be happy to help.
WHAT ARE THE EXPIRY DATES ON YOUR PRODUCTS?-
All products come with a best before date on the product box or bottle. If your item does not include a best before date please email firstname.lastname@example.org and we will be happy to advise you. Generally the Shimmer has a 5 year shelf life, Confetti has a 2-4 year shelf life, Syrups have a 12 month shelf life. Rose Petals have a minimum of 3 months, Gin packs 6 months, Flavour Bubbles have a minimum of 3 months shelf life, Magical Potion has a 1 year shelf life.
WHAT DRINKS CAN I PUT MY SHIMMER POWDER, SHIMMER SYRUP AND CONFETTI IN?
The Shimmer Products and Confetti are suitable to put in any drink! Whether you are a Prosecco Princess, Gin Enthusiast, Vodka Fan, Wine Connoisseur, Cocktail Mixologist, Lemonade Lover or just Plain Water Drinker!
Our Shimmer Powder is perfect for any drink* to add a vibrant colour and shimmering effect. You can even add our Shimmer powder to your Gravy to add a sparkle to your Sunday Roast!
Our Shimmer Powder works best in sparkling drinks as the bubbles will help to move the Shimmer around. The Shimmer will eventually settle to the bottom of your glass but can be stirred to reawaken the beautiful Shimmering effect.
Our Shimmer Syrup is perfect for those wanting to change the flavour of their drink while adding a beautiful colour and Shimmering Effect.
Add our Edible confetti to any drink to add a unique garnish! Basically you can use it in whatever you like!
*Our Shimmer powder will not be effective in Milk/Cream products such as Baileys.
HOW MANY SERVINGS DO YOU GET OUT OF YOUR PRODUCTS? -
Our Shimmer Powder pots contain over 25 servings per jar! You only need a small pea sized amount per glass to create a beautiful colour and sparkle effect.
Our Shimmer Syrup contains 8-10 servings when using our recommended 5ml per glass. Pour approximately a capful sized amount into your glass and top up with your favourite drink. Always shake well before use to allow the syrup to disperse. If you are struggling to mix your Shimmer syrup, leave it upside down for 10 mins and come back and shake well.
Our Edible Confetti contains up to 15 servings, Sprinkle a small pinch onto the top of your drink.
Our Unicorn Potion contains approximately 5-8 servings. Follow the instructions on the bottle for optimum usage.
Our Shimmer Powder and Syrups are also available in larger sizes perfect for Pimping your Party or Event!
I HAVE SPECIAL DIETARY REQUIREMENTS. ARE YOUR PRODUCTS SAFE FOR MY ALLERGY/DIET? -
Nearly all of our products are suitable for vegans, vegetarians and coeliacs. Our products are also free from dairy, nuts, eggs and soya. Please see product description for information about allergens.
CUSTOM PERSONALISATION GIFT SETS-
Please note that custom personalisation for gift boxes can take up to 2 working days before the product is dispatched .
EXTRA PRODUCT INFORMATION -
THE IMAGES OF THE PRODUCTS ON OUR SITE ARE FOR ILLUSTRATIVE PURPOSES ONLY. ALTHOUGH WE MAKE EVERY EFFORT TO DISPLAY THE COLOURS ACCURATELY, WE CANNOT GUARANTEE THAT YOUR COMPUTER’S DISPLAY OF THE COLOURS ACCURATELY REFLECT THE COLOUR OF THE PRODUCTS. YOUR PRODUCTS MAY VARY SLIGHTLY FROM THOSE IMAGES.
ALTHOUGH WE HAVE MADE EVERY EFFORT TO BE AS ACCURATE AS POSSIBLE, ALL SIZES, WEIGHTS, CAPACITIES, DIMENSIONS AND MEASUREMENTS INDICATED ON OUR SITE ARE APPROXIMATE VALUES AND MAY DIFFER SLIGHTLY
ALL SHIMMER POWDER BOTTLES ARE FILLED BY MACHINE TO AN EXACT WEIGHT.
SHIMMER WILL SETTLE TO THE BOTTOM OF THE SYRUP BOTTLES AND WILL NEED TO BE SHAKEN WELL TO RE-MIX THE SHIMMER. SHIMMER WILL ALSO SETTLE IN YOUR GLASS EVENTUALLY SO GIVE IT A STIR TO REAWAKEN IT.
ALL JARS WILL AESTHETICALLY LOOK APPROXIMATELY 2/3 FULL. THIS ALLOWS THE SHIMMER ROOM TO AERATE INSIDE THE CONTAINER TO STOP IT FROM CLUMPING TOGETHER AT THE BOTTOM OF THE BOTTLE TO ENSURE YOU CAN GET THE PRODUCTS OUT EASILY AND EFFICIENTLY. ALWAYS SHAKE WELL BEFORE USE. SOME COLOURS WILL APPEAR LESS FULL THAN OTHERS DUE TO THE SIZE OF PARTICLES DIFFERING WITH INGREDIENTS USED, HOWEVER WE CAN GUARANTEE THAT EACH POT CONTAINS THE EXACT SAME WEIGHT OF SHIMMER POWDER AND YOU WILL GET OVER 25 SERVINGS IN EACH BOTTLE. WE DO OUR BEST TO ENSURE THAT EACH SHIMMER BOTTLE IS FILLED TO LOOK AT LEAST 2/3 FULL WITH SHIMMER PRODUCT. POTS CONTAINING SHIMMER COLOURS SUCH AS GOLD, SILVER, TURQUOISE AND GLITTER PINK MAY APPEAR LESS FULL THAN OTHERS DUE TO THE INGREDIENTS USED AND THE DENSITY OF THE PARTICLES BEING MORE FINE CREATING A LARGER SPARKLE EFFECT. SHAKE WELL BEFORE USE. ITEMS SUCH AS GIFT SETS MAY APPEAR TO CONTAIN DIFFERENT LEVELS OF SHIMMER IN EACH BOTTLE BUT THIS WILL BE DUE TO THE DIFFERENT INGREDIENTS USED IN EACH BOTTLE AND IS PERFECTLY NORMAL.
CAN I ADD ANY ITEMS ONTO MY ORDER ONCE PLACED? -
Unfortunately due to our order system we are unable to add any additional products to your order on request. Please make sure you add all the items required to your basket before ordering. If you do decide to order more items make sure you use your discount code sent to you with your first order.
HOW CAN I STOCK ENCHANTED DRINKS PRODUCTS? -
Please email email@example.com to enquire about stocking our products.