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Food returns work a little differently from other online purchases. Here you can see what is eligible, what to do if an order arrives damaged or incorrect, and how refunds are handled.
Contact us before returning an item. We will review the order, explain the next step and provide return instructions where needed. This policy does not reduce your legal rights.
This policy applies to purchases made through the Velvet Candies online store. It sits alongside, and does not replace, any mandatory rights available to you under the law that applies to your order.
Goods must be as described, of satisfactory quality and fit for their intended purpose. When an item is faulty, misdescribed, damaged before delivery or otherwise does not meet those standards, we will provide the remedy required by applicable law.
Because we sell edible products, some items cannot safely be returned after they have been opened. We do not accept returns of opened candy, snacks, chocolate, cookies, chips or drinks where the seal or food-safe packaging has been broken.
Loose pick n mix and mixes assembled to a customer’s selection are also generally not suitable for resale or return. Products that are genuinely perishable may be excluded from change-of-mind cancellation rights.
This does not affect your rights when a product is faulty, unsafe, not as described, damaged on arrival or supplied incorrectly.
Where the legal right to cancel applies, tell us within 14 days of receiving the order. You then have another 14 days to return eligible goods.
The product must remain unused, unopened and in its original sealed packaging. You are responsible for return postage on a change-of-mind return unless we agree otherwise or the law requires us to cover it.
Please wait for our return instructions before posting anything. This helps us identify the parcel and confirm that the product can be returned safely.
Contact us as soon as you can at support@velvetcandies.com. Include:
We will review the evidence and offer the appropriate remedy, which may be a replacement, partial refund or full refund.
Keep the products and packaging until we finish the review. If an item needs to come back, we will explain how and cover reasonable return costs where required.
Chocolate can soften in warm weather, and cookies or chips may move or break during normal carrier handling. We pack different product types with their condition in mind, but we cannot promise that every piece will retain a perfect retail-shelf appearance after a long journey.
Minor cosmetic changes that do not affect safety or reasonable enjoyment may not qualify for a refund. Where heat damage, crushing or breakage is substantial, send clear photographs and we will assess the order fairly.
Customers should collect delivered parcels promptly and store products according to the label instructions.
Send a cancellation or amendment request immediately after ordering. We can only change an order while it remains unprocessed and has not entered packing or dispatch.
Once the parcel has been dispatched, we cannot recall it or guarantee an address change. Where a cancellation right still applies, follow the eligible return process after delivery.
Because fulfilment can begin quickly, a request sent within a particular time is not a guarantee that cancellation will still be possible.
If tracking has stopped updating, the estimated delivery window has passed or a parcel is marked delivered but cannot be found, contact us. Check safe places, building reception, neighbours and any carrier delivery photo first.
We will review the tracking and, where appropriate, open an investigation with the delivery provider. Please respond promptly if the carrier asks for a declaration or additional information.
Do not assume a delivery scan ends the matter. We will assess the evidence and our responsibilities under the applicable delivery contract before deciding the next step.
Customers in Europe are responsible for any import duties, local taxes or carrier handling charges that are not collected at checkout.
If a parcel is refused, unclaimed or returned because charges were not paid or the address was incomplete, contact us. Any refund will depend on the parcel returning safely, the condition of the food, the costs incurred and your legal rights.
If customs refuses or destroys a parcel because of a destination restriction, we will review the order and provide any tracking or documents reasonably available to us.
Approved refunds are sent to the original payment method. We will email you once the refund has been issued.
We process refunds within the time required by law. After we issue one, most banks and payment providers take 5–10 business days to show the funds. Standard delivery costs are refunded where required; premium upgrades, return postage and unrecoverable European charges may be excluded where legally permitted.
If the money is not visible 10 business days after our confirmation, contact your bank first and then email us with the order number.
Start every return, refund or delivery claim through our support team so that we can give the correct instructions for the product and destination.
Send everything in one message so we can review the order without unnecessary back and forth.
Use the number from your order confirmation or dispatch email and include the checkout email address.
Photograph the product, packaging, outer parcel and shipping label before throwing anything away.
Explain what arrived, what should have arrived and the outcome you are requesting.
These answers summarise the full policy above. The circumstances of an individual order can still affect the outcome.
Browse all customer FAQs →Possibly. Contact us within 14 days of delivery. The product must remain unopened, sealed, unused and suitable for resale, and it must not fall within an exemption such as personalised or genuinely perishable goods.
Loose or custom-selected pick n mix is normally not returnable for food-safety and personalisation reasons. Tell us immediately if the mix is incorrect, damaged or otherwise not as described.
Send photos of the product, packaging and parcel. Minor softening can occur during warm-weather delivery, but substantial heat damage will be reviewed according to the condition, journey and applicable consumer rights.
For an eligible change-of-mind return, you normally pay return postage. When an item is faulty, damaged, incorrect or misdescribed, we cover reasonable return costs where a return is required.
We issue the refund to the original payment method and send confirmation. Banks and payment providers typically take 5–10 business days to display it.