If you change your mind, contact us within 60 days of delivery to request a return under our voluntary returns offer.

For this offer, items must be unopened, unused, in their original packaging and in a resalable condition. They must have at least 30 days remaining before their best-before date when received back by Candymail.

The voluntary offer excludes gift cards, products sold as past best-before, products sold with clearly disclosed damage, and opened, used or tampered-with items.

For a change-of-mind return of a mystery box, return the complete box and all its original items. If one item is faulty or incorrect, contact us about that item first; you do not automatically need to return the entire box.

After 60 days, the voluntary offer ends. Any statutory rights you still have remain unaffected.

Where the statutory cancellation right applies, you can tell us you wish to cancel within 14 days after receiving your goods. You then have a further 14 days to send them back.

Email info@candymail.co.uk with a clear statement that you wish to cancel, your name, order number and the items concerned. You do not need to give a reason or wait for approval to exercise this right.

Legal exceptions can apply, including goods liable to deteriorate or expire rapidly, and sealed goods unsuitable for return for health protection or hygiene reasons once unsealed. Food and drink are not automatically excluded simply because they are food and drink.

Our additional 60-day offer conditions do not replace these cancellation rights. A lawful deduction may apply if handling beyond what is necessary to inspect the goods has reduced their value.

Please email info@candymail.co.uk with your order number, a description of the problem and photographs where possible.

For damage on arrival, contact us promptly, ideally within 48 hours, and keep the outer packaging while we investigate. This request helps us resolve the issue and is not a deadline that removes your legal rights.

Do not consume a product if its seal is broken, it is leaking or you suspect it is unsafe.

We will explain the appropriate refund, replacement or other remedy in line with your statutory rights, and arrange or cover reasonable return costs where required. Please contact us before choosing a return service.

You pay return postage for a change-of-mind return unless we agree otherwise. For a valid faulty or incorrect-item claim, we cover reasonable return costs where required.

If you cancel your entire order under the statutory cancellation right, we refund the original standard delivery charge. If you selected a premium service, only the equivalent standard delivery cost needs to be refunded. Partial returns are assessed separately.

For returns under our extended voluntary offer outside the statutory cancellation period, original delivery charges are not normally refunded unless required by law or agreed with us.

Refunds are made to your original payment method unless you expressly agree otherwise. For statutory cancellations, we refund without undue delay and within 14 days of receiving the goods back or evidence that you sent them, whichever is earlier. If we offer to collect the goods, the refund deadline is 14 days after you tell us you wish to cancel.

For a statutory refund for rejected faulty goods, we refund without undue delay and within 14 days of agreeing your entitlement. Other approved returns are processed promptly after inspection.

After a refund is issued, your payment provider may take up to 10 days to show it in your account.

Imported products and fragile snacks can pick up minor packaging marks or some broken crisps during transport. A small cosmetic mark does not necessarily mean the product is faulty.

We assess concerns individually, including the condition of the product, its packaging, the listing description and whether it remains of satisfactory quality.

Contact us if a can is leaking, a seal is damaged, the contents are affected or damage is more than minor. We do not apply a blanket exclusion to all dented cans, broken crisps or damaged packaging.

If a product was sold with a specific packaging defect clearly disclosed before purchase, that disclosed defect alone does not normally establish a faulty-goods claim. Other rights remain unaffected.

Chocolate and other heat-sensitive treats can soften, melt or develop a pale coating known as bloom when exposed to temperature changes. Standard shipping is not temperature-controlled.

Please consider the weather at your destination and avoid leaving delivered parcels in hot places. If your order arrives affected by heat, send photographs and your order number so we can assess the condition and appropriate next step.

We do not exclude valid statutory claims simply because damage occurred in transit. If you are unsure whether a product is safe, do not consume it; contact us.

Products clearly sold as past best-before are excluded from our voluntary 60-day change-of-mind offer. That does not remove your statutory rights or mean every food item is excluded from cancellation rights.

Manufacturers may change packaging or recipes. Always read the label before consuming, especially if you have allergies, intolerances or dietary requirements.

If an item differs materially from its description, or you are concerned about the information supplied, contact us before consuming it.

Candymail gift cards are valid for purchases at Candymail.co.uk and expire two years from purchase.

Gift cards are excluded from our voluntary 60-day returns offer. Any applicable statutory cancellation or refund rights remain unaffected.

If tracking shows delivered but you cannot find your parcel, check neighbours, safe places and any delivery photograph, then contact us promptly.

Let us know if you requested a safe place, collection point or address diversion. We will investigate the circumstances and explain the next steps; responsibility depends on the delivery instructions and applicable law.

See our Shipping Information for delivery and tracking guidance.