Our usual dispatch days are Monday–Friday, excluding UK bank holidays. We aim to dispatch orders placed before 2pm on the same working day wherever possible.

Orders placed after 2pm, at weekends or on bank holidays are processed from the next working day. Please allow an additional 1–2 working days for processing during busy periods, especially from mid-November to Christmas.

A dispatch email means your order has been prepared. Tracking may update after the courier collects or scans the parcel. During peak periods, orders may be packed at weekends for collection on the next working day.

Standard services may deliver Monday–Saturday. Express services normally operate Monday–Friday. Weekend delivery is only guaranteed if explicitly offered as a guaranteed service at checkout.

Orders containing pre-order items are held until all items are available, then shipped together.

Want your in-stock treats sooner? Place them in a separate order. Pre-order arrival dates are estimates and may change because of freight or customs delays.

Northern Ireland

Northern Ireland delivery is free on qualifying orders over £50 up to 4kg, with an estimated delivery time of 3–5 working days after dispatch.

Heavier orders have a discounted delivery rate, shown at checkout.

Express tracked options start at £6.99 up to 4kg, with higher rates for heavier parcels. Express estimates are 1–2 working days after dispatch; standard and heavy services may take 3–5 working days.

Islands, Highlands & remote postcodes

Some destinations use different services or take longer to reach. This can include the Scottish Highlands and islands, Isle of Wight, Isles of Scilly, Jersey, Guernsey and Isle of Man.

Enter your full delivery address at checkout to see the options available for your postcode.

Qualifying UK orders £50 and up receive free heavy courier delivery for parcels over 10kg and up to 30kg, excluding Northern Ireland and wholesale orders.

Northern Ireland has separate free-delivery and discounted heavy-parcel options, as outlined above.

Orders exceeding 30kg, unusually bulky orders or orders requiring multiple parcels may need a different service or additional delivery charges. We will contact you if an adjustment is needed before dispatch.

We offer tracked courier delivery to Ireland. DHL EU services currently show an estimated 1–3 working days after dispatch, with rates based on parcel weight.

Your available services and final delivery price are shown at checkout. Customs processing can add time to the journey.

We ship internationally from our UK warehouse to destinations supported at checkout. Availability depends on your address, parcel weight and the products ordered.

Delivery times vary by destination and service. Some express routes are estimated at 1–5 working days; standard international services can take 5–10 working days or longer. Check the estimate for your selected service at checkout. Customs processing can cause additional delays.

EU orders

Any VAT or duty collected by Candymail is shown at checkout. Since 1 July 2026, additional customs duty rules apply to low-value parcels entering the EU. VAT collection does not necessarily cover every customs or handling charge.

Check your checkout breakdown and local import requirements. Charges not included or prepaid may be collected by the courier or customs authority.

USA & other destinations

Import duties, taxes and clearance fees may apply, including to low-value orders. Check local rules before ordering, as some destinations restrict food, drinks or confectionery imports.

If a parcel is refused or cannot clear customs, please contact us. Any refund will depend on the goods recovered, applicable charges and your legal rights. Do not assume that returning a parcel will cancel customs charges.

Provide an accurate email address and mobile number at checkout so you can receive tracking updates from your courier.

Please check your delivery address before ordering. If you spot a mistake, email us as soon as possible. We cannot guarantee changes once an order has been processed or dispatched.

Safe-place delivery, neighbour delivery, pickup points and diversions depend on the courier. Choose a secure option and follow the courier’s instructions if a delivery is missed.

If a parcel is returned because of an incorrect address or missed collection, contact us to arrange the next step. Any redelivery cost will be explained before resending.

If your order is overdue, email info@candymail.co.uk with your order number. We will check the tracking and help investigate.

If tracking says delivered, check safe places, neighbours and any delivery photograph. Contact us promptly, ideally within 14 days, so we can raise a courier investigation.

For damaged items, please contact us as soon as possible, ideally within 48 hours, with your order number and photographs of the items and packaging. Keep the packaging while we investigate.

These reporting requests help us resolve issues quickly and do not limit your statutory rights.

Chocolate and some confectionery can soften or melt in warm weather. Please consider temperatures at your destination and avoid leaving parcels in hot places after delivery.

We pack carefully, but standard delivery is not temperature-controlled. If your order arrives damaged or unsuitable, contact us with photographs so we can assess the issue.

For change-of-mind returns and other return questions, email us before sending anything back. Your statutory rights for faulty, damaged or incorrectly supplied goods are unaffected.