🍬 Frequently Asked Questions

🚚 Shipping & Delivery

How long does UK delivery take?

Most UK orders are dispatched within 1 working day.

Typical delivery times:

Standard Tracked Delivery: 2–4 working days
Express Tracked: 1–2 working days
DPD Express Delivery: 1–2 working days

Delivery estimates begin once your order has been dispatched.

Do you offer free UK delivery?

Yes!

Free UK Tracked Delivery on orders over £50
Free Heavy Parcel Delivery on orders over £75

Shipping methods are automatically selected based on parcel size, weight, and destination.

Do you ship internationally?

Yes — we ship worldwide from our UK warehouse.

International shipping rates are calculated at checkout based on:

destination,
parcel weight,
and selected courier service.

Will I pay customs fees?

This depends on your country.

EU, USA, and non-EU orders may be subject to:

import duties,
VAT,
customs fees,
or handling charges.

Customers are responsible for any import charges unless otherwise stated at checkout.

Why has my parcel been delayed?

Courier delays can occasionally happen during:

busy periods,
severe weather,
customs checks,
or transport disruption.

If your parcel is delayed, please email:
info@candymail.co.uk

and we’ll gladly check your tracking.

📦 Orders & Tracking

Can I change my address after ordering?

If your order has not yet been dispatched, we may be able to help.

Please contact us immediately at:
info@candymail.co.uk

Once dispatched, additional courier charges may apply.

How do I track my order?

Tracking updates are automatically sent by:

Royal Mail,
DHL,
DPD,
or the selected courier.

Please provide your email address and mobile number at checkout for the best tracking experience.

My tracking says delivered but I can’t find my parcel

Please:

check safe places,
check with neighbours,
and review any courier delivery photo.

If you still cannot locate your parcel, contact us within 14 days of the marked delivery date.

🍫 Products & Expiry Dates

Are your products imported?

Yes — many of our products are imported from the USA, Japan, Europe, Canada, and around the world.

Packaging, ingredients, and flavours may occasionally vary from UK products.

Why are the date formats different?

Imported products may use:

production dates,
Julian date codes,
country-specific formats,
or manufacturer best-before systems.

Date formatting therefore may differ from standard UK formatting.

What does “Best Before” mean?

A “Best Before” date relates to product quality, not food safety.

Many imported snacks and drinks remain perfectly safe to consume after this date if stored correctly.

Why does my product packaging look different?

Manufacturers occasionally update:

packaging,
ingredients,
nutritional information,
branding,
or recipes

without notice.

↩️ Returns & Damaged Orders

Can I return food items?

Returns are accepted within 60 days provided items are:

unopened,
unused,
and in original packaging.

Please see our full Returns Policy for details.

What if my order arrives damaged?

Please email:
info@candymail.co.uk

within 48 hours and include:

your order number,
photos of damaged items,
and photos of the outer packaging.

Why don’t you refund crushed Pringles or dented cans?

Some imported products are fragile during international transport.

We cannot offer refunds for:

broken Pringles/Lay’s tubes,
dented cans,
or minor cosmetic packaging damage.

🌍 International Questions

Do you ship to the USA?

Yes — we ship to all 50 US states using tracked courier services.

Has the USA removed the $800 duty-free limit?

Yes.

From August 2025, the USA removed the previous $800 de minimis threshold for commercial imports.

US orders may now be subject to import duties and customs fees regardless of value.

Is the EU introducing new parcel charges?