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, Stax or any crisps for the reason of broken chips as they are fragile and it is in the nature of the product for the chips to break.
We do not refund or replace breakages of chocolate bars i.e. a kitkat fingers broken in half, small segments detached inside the packaging etc.
Please be aware of high temperature at certain times of year as we are not able to refund or replace any melted chocolate or other items. Unfortunately we have no control over temperatures in transit. In very high temperatures we way hold back your order to be shipped when it is cooler but this is not guaranteed. Regional temperature differences are out of our control.
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.
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.

You can return using the Royal Mail Tracked Returns portal or you can choose any other delivery service.

How to Return Orders?

Via our returns portal with Royal Mail/EVRI or you can use your own method.

How much is it?

£3.99 per parcel 


Send returns under 2kg Via Royal Mail Only. Evri can accept returns from 0-15kg. For returns over 15kg please contact us for more information.


This amount will be deducted from your refund.
Parcels using our tracked returns service will be weighed on receipt of return. By using our tracked returns service you agree to this amount being deducted from your refund. The return still remains the responsibility of the customer, we advise you to retain proof of postage/return.

Create a return via our Returns Portal

Click HERE for to Return your Parcel

Alternatively you can use your own parcel carrier

You can arrange and pay for your own return via any carrier of your choosing, your order will be refunded upon receipt. (We do not deduct return postage as above for this option, as you are covering the costs of the return directly with the courier).

We recommend that you use a carrier who can give you a proof of posting, until the parcel is received by us it remains your responsibility.

Returns addressed to:-

Candymail.co.uk

Unit 6 Waveney Park,

Vanguard Road,

Great Yarmouth

Norfolk

NR31 0NN

If you don't return the entire order which used free delivery, we’ll deduct the  delivery cost from the refund amount.

If goods are being returned due to a fault with the product, please contact us
to confirm the appropriate returns process and shipping method.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund.