Returns Policy

At Candymail UK, we pack every order with care so your sweets, snacks, drinks, cereals, crisps and mystery boxes arrive safely. Because many of our products are food and drink items, there are some important return conditions to be aware of.

This Returns Policy explains how returns, refunds and replacements work when shopping online at Candymail.co.uk.

60 Day Returns Policy

We offer a 60 day returns policy. To be eligible for a return, items must be returned in their original packaging, unopened, unused and in a resalable condition.

For mystery boxes, all items contained in the mystery box must be returned together, as mystery boxes are purchased as a single complete product. Individual items from mystery boxes cannot be returned separately.

Items must have at least 30 days remaining on their Best Before date when they arrive back at Candymail.

Requests for refunds or replacements after the 60 day period will not be accepted.

This does not affect your statutory rights.

Non-Returnable Items

The following items are not eligible for return unless faulty, incorrectly supplied or otherwise required by law:

Items listed as past Best Before at the time of sale
Items sold as damaged or reduced due to packaging condition
Opened food or drink products
Used or tampered-with products
Mystery boxes where not all original items are returned
Gift cards
Items returned with fewer than 30 days remaining on the Best Before date when received back by Candymail

Items listed as past Best Before and/or damaged at the time of sale are sold on that basis and will not be eligible for return.

Return Costs

Products must be returned at the buyer’s expense unless the return has been agreed in advance due to a fault with the product or an error with the order.

Delivery of the item to the recipient will not be refunded unless required by law or agreed by us in advance.

Once the returned item has been received and inspected, we will contact you by email to confirm whether your return has been approved or rejected.

Refunds

If your return is approved, your refund will be processed back to your original payment method.

Refunds may take up to 10 days to reach your account, depending on your bank, card provider or payment service.

Gift Cards

Gift cards are non-refundable and expire 2 years from the date of purchase.

Candymail UK gift cards are only valid for purchases made on Candymail.co.uk.

Cans and Drinks

We do not replace or refund cans with small dents unless the can is undrinkable.

Small dents, cosmetic marks or light damage to the can do not qualify as damaged goods if the can is still sealed, intact and safe to drink.

We will only consider a refund or replacement where a can is leaking, burst, open, undrinkable or otherwise unsafe.

Pringles, Lay’s Stax and Crisps

Due to the fragile nature of Pringles, Lay’s Stax and other crisps, some chips may break during parcel transit.

We are unable to refund or replace Pringles, Lay’s Stax or other crisps due to broken chips, crumbs or movement inside the packaging, provided the product remains sealed and safe to eat.

Chocolate, Melting and Blooming

We cannot control temperatures during parcel transit. Please be aware of this when ordering from a hot country, during periods of high temperature or if your local area is experiencing warm weather.

Items such as chocolate, candy and other heat-sensitive products may soften, melt or develop “bloom” during transit.

Chocolate bloom can appear as a white or pale coating on the surface of chocolate. This can happen when chocolate is exposed to changes in temperature. Bloomed chocolate is still safe to eat, although the appearance and texture may be affected.

We are unable to accept returns, refunds or replacements for items that have melted, softened or bloomed due to temperature conditions in transit, as transit temperatures are outside our control.

Damaged Packaging

Many imported sweets, snacks, cereals, drinks and confectionery items travel long distances before reaching the UK and then again through parcel networks.

We always pack orders with care, but minor packaging marks can sometimes happen in transit.

We do not refund or replace products solely because of small dents, creases, tears, scuffs or cosmetic damage to outer packaging where the product inside is still sealed, safe and usable.

This includes, but is not limited to:

Small dents on cans
Minor dents or creases on cereal boxes
Light damage to cardboard snack boxes
Cosmetic marks on outer packaging
Minor crushed corners or packaging imperfections

Outer packaging is designed to protect the product inside. Cosmetic damage to packaging does not normally affect the safety or edibility of the product.

Product Information, Ingredients and Packaging

Every effort is made to ensure the accuracy of the product information provided on Candymail.co.uk. However, manufacturers may change ingredients, nutritional information, allergens, dietary claims, recipes and packaging without notice.

Product images may not always show the latest packaging design.

Before consuming any product, please always read the product label for the most current information, especially if you have allergies, intolerances or dietary requirements.

Candymail UK cannot accept responsibility for manufacturer changes or inaccuracies where product information has changed after publication.

Safe Place and Delivery Diversions

We do not accept responsibility for lost parcels where the customer has requested that the parcel is left in a safe place or diverted to another address.

Once a safe place request, delivery diversion or alternative delivery instruction has been made, the customer accepts responsibility for receipt of the parcel.

How to Return an Order

If you wish to return an eligible order, please pack the items carefully and send them back to:

Candymail.co.uk
Unit 2-3 Hewett Road
Great Yarmouth
Norfolk
NR31 0NN
United Kingdom

We recommend using a tracked delivery service when returning an order, as we cannot take responsibility for returns that are lost in transit.

If items are returned opened, damaged, used, incomplete or not in their original packaging, we may be unable to refund those items unless this has been agreed in advance.

Faulty or Incorrect Items

If goods are faulty, unsafe, incorrectly supplied or not as described, please contact us before returning the item so we can confirm the correct returns process and shipping method.

Please include your order number, photos of the issue and a short explanation of the problem so we can help as quickly as possible.

Helpful Links

Shop sweets, snacks, drinks and mystery boxes at Candymail UK:

https://www.candymail.co.uk/collections/american-candy
https://www.candymail.co.uk/collections/american-drinks
https://www.candymail.co.uk/collections/mystery-boxes
https://www.candymail.co.uk/pages/contact-us