FAQ
Frequently Asked Questions
Welcome to the MySweet.lk FAQ page. Here you can find answers to some of the most common questions about our products, orders, payments, delivery, and returns.
Orders
How do I place an order?
You can place an order directly through MySweet.lk by selecting the products you want, adding them to your cart, and completing the checkout process.
Please make sure your name, delivery address, contact number, and other details are entered correctly before confirming your order.
Will I receive confirmation after placing an order?
Yes. Once your order has been successfully placed, you may receive an order confirmation through email, SMS, WhatsApp, or another available communication method.
Can I change my order after placing it?
If you need to change your order, please contact us as soon as possible.
We will do our best to accommodate your request if the order has not yet been packed or dispatched. Once the order has been dispatched, changes may no longer be possible.
Can I cancel my order?
Yes, an order may be cancelled if it has not yet been packed or dispatched.
Please contact us as soon as possible if you wish to cancel your order.
Once an order has been dispatched, cancellation may no longer be available.
Products
Are the products on MySweet.lk original?
We aim to offer genuine chocolates, sweets, confectionery, and related products sourced from trusted suppliers.
Product packaging may occasionally differ from the images shown on our website due to manufacturer packaging updates.
Do you sell imported chocolates and sweets?
Yes. MySweet.lk offers a selection of imported chocolates, sweets, and confectionery products, subject to availability.
Why does the product packaging look different from the website image?
Manufacturers may occasionally update packaging, labels, designs, or product presentation without prior notice.
The product you receive may therefore have slightly different packaging while still being the same product.
How can I check the expiry date of a product?
Expiry or best-before information is normally printed on the product packaging.
If you need expiry information before purchasing a specific product, please contact us and we will assist where possible.
Do your products contain allergens?
Some products may contain or come into contact with common allergens such as milk, nuts, peanuts, soy, wheat, gluten, or eggs.
Customers with allergies or dietary requirements should carefully check the manufacturer’s ingredient and allergen information before consuming any product.
Delivery
Do you deliver across Sri Lanka?
Yes, we deliver to locations across Sri Lanka, subject to courier service availability.
How long does delivery take?
Delivery times depend on your location and courier availability.
Orders are generally processed within 1–2 working days.
Estimated delivery times are approximately:
- Colombo and surrounding areas: 1–3 working days
- Other areas in Sri Lanka: 2–5 working days
These are estimated timelines and may vary during public holidays, adverse weather conditions, or busy periods.
How much does delivery cost?
Delivery charges depend on your delivery location and will normally be displayed during checkout before you complete your order.
Can I track my order?
Where tracking is available through our delivery partner, tracking information may be provided after your order has been dispatched.
You may also contact the MySweet.lk team with your order number for assistance.
What happens if I am not available when the courier arrives?
Please make sure someone is available to receive the order at the provided delivery address.
If delivery cannot be completed because the recipient is unavailable or cannot be contacted, a second delivery attempt may be required and additional delivery charges may apply.
What happens if I provide the wrong delivery address?
Customers are responsible for providing accurate delivery information.
If you notice an error in your address, please contact us immediately. If the order has already been dispatched, we may not be able to change the delivery address.
Additional courier charges may apply if redelivery is required.
Payments
What payment methods do you accept?
Available payment methods will be displayed during checkout.
Depending on the options available at the time, these may include online payment, bank transfer, cash on delivery, or other supported payment methods.
Is online payment secure?
Where online payments are available, transactions are processed through the payment service or payment gateway used by MySweet.lk.
We recommend that customers never share passwords, PIN numbers, OTP codes, or other sensitive banking information with anyone.
What should I do if my payment fails?
If your payment is unsuccessful, first check with your bank or payment provider.
You may then attempt the payment again or contact us for assistance.
Please avoid placing multiple duplicate orders if you are unsure whether your payment was successful.
Returns & Refunds
Can I return a product if I change my mind?
As we sell food and confectionery products, we generally cannot accept returns for change-of-mind purchases after delivery due to food safety and hygiene requirements.
What should I do if I receive a damaged item?
Please contact us as soon as possible and provide:
- Your order number
- Details of the issue
- Clear photographs of the damaged product
- Photographs of the packaging, where applicable
Once reviewed, we will provide an appropriate solution.
What if I receive the wrong product?
If you receive a product different from what you ordered, please contact us promptly with your order number and photographs.
We will review the issue and arrange a suitable replacement, store credit, or refund where applicable.
What if an item is missing from my order?
Please contact us with your order number and details of the missing item.
Once verified, we will arrange an appropriate solution.
How long does a refund take?
Once a refund is approved, processing time may depend on your bank, card issuer, or payment provider.
The amount may therefore take several working days to appear in your account.
Chocolates & Heat-Sensitive Products
Can chocolates melt during delivery?
Chocolates and some confectionery products can be sensitive to high temperatures, particularly in warm weather.
We take reasonable care when preparing orders, but some softening may occasionally occur during transportation.
What should I do when my chocolate order arrives?
We recommend receiving the package promptly and storing chocolates and other heat-sensitive products in a cool, dry place away from direct sunlight and heat.
If necessary, you may refrigerate the products according to the manufacturer’s storage instructions.
What if the chocolate arrives badly melted or damaged?
If you believe a product has been significantly damaged during delivery, please contact us as soon as possible and provide clear photographs.
We will review the issue according to our Return & Refunds Policy.
Promotions & Discounts
Do you offer discounts or promotional codes?
Yes, we may offer discounts, promotional codes, bundle offers, or special deals from time to time.
Please check MySweet.lk and our official social media channels for current promotions.
Can I use more than one discount code on an order?
Unless specifically stated otherwise, only one promotional or discount code may be used per order.
Why is my discount code not working?
A promotional code may not work if:
- It has expired
- The minimum order requirement has not been met
- It applies only to selected products
- It has already been used
- The promotion has ended
Please review the applicable promotion conditions or contact us if you need assistance.
Contact & Support
How can I contact MySweet.lk?
You can contact the MySweet.lk team using the contact options provided on our website.
When contacting us about an existing order, please provide your order number so we can assist you faster.
When should I contact you about an order issue?
We recommend contacting us as soon as possible after receiving your order if there is any issue, particularly for damaged, incorrect, or missing products.
We will review your request and do our best to resolve the matter promptly.
Still Have a Question?
If you cannot find the answer you are looking for, please contact the MySweet.lk team.
We will be happy to assist you with product information, orders, delivery, payments, or any other questions.
Thank you for shopping with MySweet.lk.