FAQs

What is in my Box?

Our Mystery boxes are full of surprises and hard to get American or Japanese Candy plus a whole range of the top premium candy brands you know and love. 
There is more information located on each product page.

Can I choose the items in my box?

Our Mystery boxes are a mystery but you can now choose to Build a Box from the main menu.

What is Build a Box?

You can build a box from a selection of over 3000 products. The following terms apply:

Minimum order value is £4.99 

Delivery from £3.99 to Mainland UK and free for orders over £49.99 

Products are in limited supply, so be quick to not miss out on your favourite products! 

I have an allergy can you accommodate this?

Whilst we take every care in accommodating requests due to allergies we cannot guarantee that the items purchased will not contain allergens or are not produced in factories containing allergens. If you have a serious allergy including but not limited to nut allergies we would recommend you not to place an order unless you are 100% satisfied with the risk that a potential allergen may be present. We advise all our customers to double check ingredients labels before consuming the products.

 How long does delivery take?

DPD Next Day Service should arrive within 1-2 working days
Standard Delivery can take 3-5 Working Days
This applies to Mainland UK orders
Working days are Monday to Friday not including bank holidays.
 If you need an update please email us on info@candymail.co.uk 
Parcels are shipped Monday to Friday. We are closed weekends and bank holidays. 

For more information please refer to our Shipping policy 
https://candymail.co.uk/pages/shipping-information

Where do you deliver to?

We deliver to the whole of the UK mainland and Northern Ireland plus some selected European Countries. Please see our shipping information here:
https://candymail.co.uk/pages/shipping-information

What payment methods do you accept?

We accept all Major credit and debit cards and Paypal. You will be presented with these options in our secure checkout. We never share your information with any 3rd party.
When using an e-cheque from Paypal please be aware that your payment may take up to 7 days to clear and your order will not be shipped until it has payment has reached our account. E-cheques occur when you do not have a debit or credit card attached to your PayPal Account.
Clearpay now available!
LOVE IT. GET IT. PAY IN FOUR.
Buy what you want today, pay for it in four instalments, interest-free.
Full ClearPay T&C's here:
https://www.clearpay.co.uk/en-GB/terms-of-service

My item has arrived damaged or an item is missing, what happens next?

In the unlikely event that you receive a damaged item or an item is missing please email photos (if damaged) to info@candymail.co.uk with your order number. This must be notified to us within 7 days of the order date.
If the box is damaged but the contents are intact we cannot refund. Packaging is in place to protect the inner contents.
We do not accept responsibility for lost parcels in the instances that a customer requests the parcel to be left in a safe place or is diverted to another address. Once these requests are made the customer accepts full responsibility for the receipt of the parcel.

Can I send a box as a gift?

Sure thing, just type in the recipient’s name and address instead of yours when checking out. If you need to send items to more than one address separate orders would need to be placed. If you do not wish the invoice/packing slip to go in the box please let us know

What is your returns policy? 

We offer a 14 day returns policy. Items returned must be in the original packaging, unopened and returned with all other items contained in the mystery boxes as the boxes are purchased as a single product.
We are unable to offer refunds or replacements for Pringles as they are fragile and it is in the nature of the product for the chips to break.
Small Dents on cans do not qualify for a 'return as damaged' as the can is there to protect the contents. If the can is still intact the contents are perfectly safe to consume. If you still wish to return these items we will be more than happy to accept a return on the following terms.
Products must be returned at the buyers expense. Delivery of the item to the recipient will not be refunded. Once the item has been received by us and inspected you will be emailed by us to advise of an approval or rejection of credit.
Refunds may take up to 10 days to reach your account. 
Requests for refunds after the 14-day period will not be accepted.
Gift Cards are non-refundable and have an expiry date of 2 years from the date of purchase. Gift cards are only applicable to purchases on Candymail.co.uk
We do not accept responsibility for lost parcels in the instances that a customer requests the parcel to be left in a safe place or is diverted to another address. Once these requests are made the customer accepts full responsibility for the receipt of the parcel.


My chocolate has melted

In the unlikely event you receive melted chocolate, some items such as chocolate may be exposed to heat in transit which may cause some melting or ‘Bloom” on the chocolate. Chocolate that has "bloomed" is still safe to eat (as it is a non-perishable food due to its sugar content).
We are unable to accept returns for items that have some melting or blooming as the temperature of transit is out of our control.

What are the ingredients in your products?

We are working on adding all ingredients and allergen information onto the website. We are a small family team and with sure a vast and ever changing offering this is quite a challenge. If you are unable to see the ingredients listed on the product page please email us at info@candymail.co.uk
Please note:

Disclaimer

You should note that products and their ingredients are subject to change. Whilst we try to make sure they are accurate as possible, it is not a substitute for you reading the product packaging and label prior to use. Candymail is therefore unable to accept liability for any incorrect information. If you do require precise ingredient information you should should consult the manufacturer, or contact us before purchase and we will try to aid you as much as possible. You should also note that product image above is only for illustrative purposes, as the product packaging can also change from time to time.

Another question?

If you have any other questions please use our chat function and we will respond as soon as possible. Otherwise, please email info@candymail.co.uk and we will endeavor to respond within 48 hours.