FAQs

💡 Candymail FAQ

Short-Dated Item Policy

At Candymail, we always aim to send out the freshest, longest-dated products possible. However, in rare cases, a few items may arrive with a shorter shelf life.
Any item with around 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: To speed things up, please include a clear photo showing the Best Before Date on the packaging.

What’s Inside My Box?

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.

Can I Choose What’s in My Box?

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)

  • Free UK shipping on orders over £49.99

  • Products are limited — grab your favourites before they sell out!

Start here 👉 https://candymail.co.uk/collections/build-a-box

Allergy Information

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.

Delivery Information

  • 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 shipped Monday–Friday. We’re closed weekends and bank holidays.

Need an update? Email us at info@candymail.co.uk
📦 Find full delivery details here: https://candymail.co.uk/pages/shipping-information

Where Do You Deliver?

We deliver across the UK mainland, Northern Ireland, Isle of Man, Channel Islands, and to most countries worldwide.

🌍 For full details, visit: https://candymail.co.uk/pages/shipping-information

Global Pricing & Tax Inclusion Policy

We make global ordering simple — prices are displayed with any applicable duties and taxes included.
Find full details here: https://candymail.co.uk/pages/global-pricing-tax-inclusion-policy

Payment Methods

We accept all major credit and debit cards, plus Clearpay, Superpay, Klarna, and PayPal.
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.

💸 Clearpay now available!
Love it. Get it. Pay in four interest-free instalments.
See Clearpay Terms & Conditions.

Damaged or Missing Items

If your order arrives damaged or 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.

If the outer box is damaged but contents are intact, we’re unable to offer a refund.
Please note, we cannot be held responsible for parcels marked as safe place deliveries or address diversions once dispatched.

Can I Send a Box as a Gift?

Absolutely! 🎁
Just enter the recipient’s name and address at checkout.
If you’re sending gifts to multiple addresses, please place separate orders.

If you’d like us to remove the invoice or packing slip, simply leave a note at checkout — we’ll make sure it’s gift-ready.

Returns Policy

We’re happy to accept returns for unwanted items within 60 days of receipt, provided they are unopened, unused, and in their original packaging with the exception of retunrs for dents in cans and pringles/crisps for reason 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 here: https://candymail.co.uk/pages/returns-policy

My Chocolate Has Melted

During warmer months, 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.

Ingredients & Allergen Information

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.

Still Have a Question?

We’re always happy to help! 💬
Use our live chat for instant support or email info@candymail.co.uk — we aim to reply within 72 hours.