Returns & Refunds
What we replace, what we refund, and how to tell us when something isn't right.
- Something wrong? We'll fix itDamaged, wrong or missing — replaced or refunded.
- Tell us within 14 daysYour order number and a photo is all we need.
- Refunds to your original paymentIssued in 2 business days, 5–10 to appear.
If something's wrong with your order
We'll put any of these right:
- Anything damaged in transit
- The wrong item sent
- Something missing from your order
- Anything past its best-before date, or too close to it to be reasonable
- Chocolate that's arrived genuinely beyond saving in the heat
You don't need to send anything back to us. A photo is enough.
How to tell us
Get in touch within 14 days of delivery with your order number and a photo of the problem. If it's damage, a photo of the packaging as well as the sweets helps us take it up with the carrier.
A real person reads these — you won't be asked to fill in a form or wait for a case number.
What happens next
We'll send a replacement. If you'd rather have a refund, say so when you write and we'll do that instead. Either way we'll sort it within 2 business days, and we look at each one on its own merits.
Refunds go back to the card or account you paid with. Your bank then takes its own time about it: usually 5–10 business days before it shows up, and there's nothing either of us can do to hurry that along.
Why sweets can't come back
Once food has left us, we can't know how it's been kept — and we'd never sell it on to somebody else. So we don't accept returns of sweets or chocolate, opened or not.
That isn't a way of avoiding refunds. It's why the list above is as generous as it is: if something's wrong, we simply put it right.
If you've changed your mind
For the same reason, we can't take an order back because it wasn't quite what you pictured. But do write to us anyway — if something's gone wrong we'd much rather hear about it than not.
Cancelling or changing an order
Tell us as soon as you can, with your order number. If your order hasn't been packed yet — usually a window of a day or so — we'll change it or cancel it and refund you in full.
Once it's on its way, we can't recall it.
If we can't pack it in time
We say orders are packed within 1–2 business days. If something at our end means we can't — a supply problem, or a sweet that turns out not to be in stock after all — we'll email you and you can choose: wait, change the order, or take a full refund.
Gifts
If you're the one who received it, get in touch and we'll help — but any refund goes back to whoever paid, since that's the only account we can send it to.
Replacements we can send straight to you.
Ingredients and allergies
Recipes differ between countries and change over time, so ingredients and allergens are listed on every product page and printed on the packaging itself. Please read them before you order — and ask us if anything's unclear. We'd far rather answer a question first than refund a box you can't eat.
If your parcel never arrived
That's a delivery problem rather than a refund one, and it's handled on the shipping and delivery page — start there and we'll chase it with the carrier.