Answers, without the runaround.

Yes. Velvet Candies is based at 483 Green Lanes, London, United Kingdom, N13 4BS. Prices are displayed by Shopify Markets in the available local currency for each visitor market, and our team is available by email.

Shopify Markets automatically displays and charges in the local currency available for your destination. The currency shown throughout the storefront, cart and checkout is determined by your market.

After a successful checkout, you should receive an order confirmation at the email address used during payment. Check your spam or promotions folder if it does not appear. Contact us with your name, email address and approximate order time if you still cannot find it.

Contact us as soon as possible. We can only change or cancel an order before it has entered packing or dispatch. Once a parcel has been handed to the carrier, the delivery address and contents usually cannot be changed.

Available delivery services, charges and any free-shipping offer are shown at checkout before payment in the currency available for your market. Customs, duties or local handling charges may still apply to some European destinations.

UK delivery usually takes 2–4 working days after dispatch. European delivery usually takes 3–5 working days, although customs and local carrier delays can extend this. These are estimates rather than guaranteed arrival dates.

We currently deliver across the United Kingdom and to supported European destinations. Enter your address at checkout to confirm whether delivery is available to your postcode or country.

Tracking details are sent when they are included with the delivery service selected for your order. It can take a little time after dispatch for the first carrier scan to appear.

Rules vary between European destinations. Customs, duties, local taxes or carrier handling charges may be payable by the recipient unless checkout clearly says they are included.

A parcel can wait between scans, especially during weekends, customs processing or handover to a local carrier. Allow the published delivery window to pass, then contact us with your order number and tracking reference so we can review the shipment.

Yes. We source genuine branded confectionery and snacks through recognised suppliers. Always use the physical pack you receive as the final reference for ingredients, allergens and storage information.

We rotate stock, store products as directed and check the visible condition before dispatch. If you need a particular best-before window for an event or gift, contact us before ordering and we will check the current batch.

Manufacturers sometimes update the artwork, language panel or promotional design before new photography is available. We will still send the flavour and product ordered, and we update listings when the product itself changes.

Keep products sealed in a cool, dry place away from direct sunlight and strong odours. Follow any special storage instructions on the manufacturer’s packaging. Chocolate can soften in warm weather, while opened chips and cookies lose texture more quickly.

Check the individual product page before ordering and the physical packaging again before consumption. Manufacturers can change recipes, factories or labels, so the pack supplied with the product is the final reference. Contact us before ordering when an ingredient or allergen detail is critical.

Some products may be described with dietary information supplied by the manufacturer. Use the product details as a guide, but check the current packaging before consumption because recipes and certification can change. A dietary filter does not replace an allergen check.

Loose pick n mix may be handled in an environment where different sweets and allergens are present, so cross-contact cannot always be excluded. Customers with severe allergies should contact us before ordering and consider individually sealed manufacturer packs where appropriate.

Add as many available sweets as you like to your selection. Each choice is added as a portion, and your running selection and total stay visible while you build your mix. When you are happy, add the complete selection to your basket.

We do not want an unexpected flavour appearing without explanation. If a selected sweet is unavailable, the fulfilment approach should follow the option shown at checkout—such as contacting you, refunding that portion or using an agreed substitute.

We portion loose sweets with clean food-handling equipment, then seal your selection in suitable Velvet Candies packaging before dispatch.

Email support@velvetcandies.com as soon as possible with your order number, a clear description and photos of the outer parcel, shipping label and affected item. Keep all packaging until the issue has been reviewed.

Food and hygiene considerations can limit returns, particularly for opened, unsealed or personalised pick n mix products. Contact us before sending anything back. Faulty, damaged, incorrect or legally cancellable orders are handled according to the applicable returns terms and your statutory rights.

Chocolate, cookies and chips are sensitive to heat and movement. We can pack with the product type in mind, but temperature changes and some breakage can occur in transit. Send photographs promptly when the condition goes beyond what would reasonably be expected for a delivered snack product.

Email support@velvetcandies.com for a written record. Include your order number for order-specific questions. Our listed address is 483 Green Lanes, London, United Kingdom, N13 4BS.