💡 Frequently Asked Questions

📦 Orders & Products

Q: Can I track my order?

A: Yes! Once your order is dispatched, you'll receive a tracking email with a link to track your parcel in real-time.

Q: Can I change or cancel my order?

A: Our small team works fast to get your order out the door! If you need to make changes or cancel, please contact us at info@candymail.co.uk as soon as possible. If your order has already been dispatched, we won't be able to make changes, but you can return it within 60 days if needed.

Q: Can I pre-order items?

A: Some products are available for pre-order and will be clearly marked on the product page with an estimated dispatch date. Important: If your order contains a pre-order item, we will only ship once the pre-order item is in stock. If you wish to split the order and receive your in-stock items sooner, please email us at info@candymail.co.uk so we can adjust the shipping rates for you.

Q: What's inside my Mystery Box?

A: Our Mystery Boxes are bursting with surprises — a mix of hard-to-find international snacks and premium brands you already love! You'll find more details about what's included on each product page.

Q: Can I choose what's in my box?

A: Our Mystery Boxes are designed to be a surprise — that's part of the fun! 🎁 But if you prefer to choose your own treats, you can Build Your Own Box from over 3,000 products on our website. Minimum order value: £4.99, delivery from £3.99 (Mainland UK), and free UK shipping on orders over £49.99. Products are limited — grab your favourites before they sell out! Start here →

Q: What is your short-dated item policy?

A: We always aim to send out the freshest, longest-dated products possible. Any item with 14 days or less remaining before its Best Before Date is classed as short-dated. If you receive a short-dated item that wasn't clearly marked as such when you ordered, please contact us within 7 days of delivery. As a gesture of goodwill, we'll offer a 50% refund on the affected item. 📸 Tip: Include a clear photo showing the Best Before Date on the packaging to speed things up.

Q: What if an item is out of stock?

A: Our products are limited edition and sell out fast! If something's out of stock, sign up for restock notifications on the product page, or check our "New Arrivals" section for fresh finds.

Q: Why was my order cancelled?

A: In rare cases, we may need to cancel an order due to stock issues or payment problems. If this happens, we'll email you immediately and process a full refund within 5–7 working days.

🚚 Delivery & Shipping

Q: Where do you deliver?

A: We deliver across the UK mainland, Northern Ireland, Isle of Man, Channel Islands, and to most countries worldwide. 🌍 View full shipping details →

Q: How long does delivery take?

A: UK Delivery: DPD Next Day Service arrives within 1–2 working days, Standard Delivery takes 3–5 working days. Working days are Monday–Friday, excluding bank holidays. Parcels are dispatched Monday–Friday. We're closed weekends and bank holidays. International Delivery: Varies by destination — see our shipping information page for details. Need an update? Email us at info@candymail.co.uk

Q: What if my parcel is lost or delayed?

A: If your parcel hasn't arrived within the expected timeframe, please contact us at info@candymail.co.uk with your order number. We'll track it down and help resolve the issue as quickly as possible. Please note: We cannot be held responsible for parcels marked as safe place deliveries or address diversions once dispatched.

Q: What if my order arrives damaged or with missing items?

A: If your order arrives damaged or with missing items, please email info@candymail.co.uk within 7 days of receiving it. Include photos of any damage and your order number so we can help quickly. Please note: If the outer box is damaged but contents are intact, we're unable to offer a refund.

Q: My chocolate has melted — can I get a refund?

A: During warmer months (typically May–September), chocolate and some sweets may melt slightly or develop a light "bloom" in transit. This doesn't affect taste or safety — bloomed chocolate is still completely safe to eat. 🍫 Because temperature control is out of our hands during transit, we're unable to accept returns for melted items. 💡 Top tip: Store melted chocolate in the fridge for 30 minutes to re-set it!

🌍 International Orders & Customs

Q: What is your global pricing and tax inclusion policy?

A: We make global ordering simple — prices are displayed with any applicable duties and taxes included for most countries. View full policy →

Q: 🇺🇸 Do I have to pay customs duties or taxes on my US order?

A: Yes. If you're ordering from the United States, please note that your order total does NOT include customs duties or import taxes. As the recipient, you are responsible for paying any duties, taxes, or customs fees charged by US Customs upon delivery of your parcel. These fees are determined by US Customs based on the value and contents of your shipment and are outside of our control. We declare all shipments accurately and honestly to ensure smooth customs clearance. 💡 We recommend checking with US Customs for current duty rates on confectionery imports if you'd like an estimate before ordering.

Q: How much will US customs duties cost?

A: Duty rates vary depending on the product type and value. The US has a de minimis threshold (currently $800), meaning orders under this value may not incur duties, though state and local taxes may still apply. For orders over this threshold, duties are typically calculated as a percentage of the declared value. Contact US Customs for specific rates.

Q: When will I need to pay customs fees?

A: If duties or taxes are owed, the courier (Royal Mail, USPS, FedEx, etc.) will typically contact you before final delivery to collect payment. In some cases, you may receive an invoice after delivery.

Q: ⚠️ What happens if I refuse to pay customs duties or the parcel is returned?

A: It is your responsibility to pay any customs duties, taxes, or fees charged by US Customs. Placing an order with us constitutes acceptance of this responsibility. If you refuse delivery or fail to pay required duties, the parcel may be returned to us or, in some cases, destroyed by the courier. If the parcel is returned, we will deduct all costs incurred (including return shipping, customs fees, and handling charges) from any refund due. In some cases, this may mean no refund is payable. If the courier destroys the parcel due to non-payment or refusal, no refund will be issued. We strongly recommend ensuring you're prepared to pay any applicable duties before placing your order.

💳 Payment

Q: What payment methods do you accept?

A: We accept all major credit and debit cards, PayPal, Clearpay (pay in four interest-free instalments 💸), Klarna, and Superpay. All transactions are processed securely, and your details are never shared with third parties. Please note: If using a PayPal e-cheque, payment may take up to 7 days to clear. Your order will not ship until funds have cleared. See Clearpay Terms & Conditions

Q: Is my payment information secure?

A: Absolutely. All payments are processed through secure, encrypted payment gateways. We never store your full card details, and your information is never shared with third parties.

🎁 Gifting

Q: Can I send a box as a gift?

A: Absolutely! 🎁 Just enter the recipient's name and address at checkout. If you're sending gifts to multiple addresses, please place separate orders. Want to make it gift-ready? Leave a note at checkout asking us to remove the invoice or packing slip — we'll take care of it!

Q: Can I include a gift message?

A: Yes! Add your gift message in the "Order notes" section at checkout, and we'll include it with the parcel.

Q: Do you offer gift wrapping?

A: Not at the moment, but our packaging is already gift-ready! Our boxes arrive beautifully presented and perfect for gifting.

Q: Do you sell gift cards?

A: Yes! Gift cards are the perfect present for candy lovers. Shop gift cards here →

🔄 Returns & Refunds

Q: Can I return my order?

A: Yes! We're happy to accept returns for unwanted items within 60 days of receipt, provided they are unopened, unused, and in their original packaging. Exceptions: We cannot accept returns for dents in cans or Pringles/crisps where crisps are not fully intact. If you've changed your mind, simply contact us within 60 days and we'll guide you through the returns process. 📜 Read our full returns policy →

⚠️ Allergens & Ingredients

Q: What about allergens?

A: While we take great care when packing your order, we cannot guarantee any product to be completely allergen-free. Some items may be produced in facilities that handle nuts, milk, soy, gluten, and other allergens. If you have a severe allergy, please do not order unless you are fully comfortable with the risk of trace allergens. Always check the product packaging and labels before consuming.

Q: Where can I find ingredients and allergen information?

A: We're constantly updating our website with ingredients and allergen details for every product. If you can't find what you need, email us at info@candymail.co.uk — we'll be happy to help. 📜 Disclaimer: Product ingredients, packaging, and labelling may change without notice. Always read the packaging before consuming. Product images are for illustration purposes and may differ from current packaging.

Q: Are your products suitable for vegetarians/vegans?

A: Many of our products are suitable for vegetarians and vegans, but it varies by item. Check the product page for dietary information, or contact us if you need help finding vegan-friendly treats.

🛍️ Wholesale & Subscriptions

Q: Do you offer subscriptions or regular deliveries?

A: Not yet, but we're working on it! Sign up to our newsletter to be the first to know when subscriptions launch.

Q: Do you offer wholesale or bulk orders?

A: We are a dedicated retail only business.

📞 Contact & Support

Q: How can I contact you?

A: We're always happy to help! 💬 Use our live chat on the website for instant support, or email info@candymail.co.uk — we aim to reply within 72 hours.

Still have a question? We're here to help! 💬
Use our live chat for instant support or email info@candymail.co.uk