Customer Services

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, 7 days a week.

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

Delivery & Shipping
Delivery costs are generated at checkout based on weight. We use Royal Mail’s 48 hour tracked delivery service in order for your product to arrive in as good condition as possible. For orders below 1kg, shipping is £5.60. For between 1 and 2kg, it’s £6.50. For orders larger than 2kg, we may contact you about alternate delivery services.

International Orders
Unfortunately, international delivery costs significantly more, often around £20. We’re also unable to track orders outside of the UK or make any guarantees about the condition products may arrive in. As such, we can’t offer refunds or free replacements on international orders that arrive late, in poor condition, or are undelivered.  International orders are made at the customer’s own risk.

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

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.

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