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. 
Our promise to you: You will receive a box full of goodies worth more than the box price every time!
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 1500 products. The following terms apply:

Minimum order value is £4.99 

Delivery is £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?

We aim to ship next day and you should receive of your box within 5 working days. You may receive your box sooner than this.
Working days are Monday to Friday not including bank holidays.
Parcels are sent out tracked via Royal Mail or Yodel. 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. 


Where do you deliver to?

We deliver to the whole of the UK mainland and Northern Ireland.

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.

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.

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


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.

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.