30 Days
Full 30 days from delivery date to initiate a return
Returns & Refunds Policy
Clear, fair support when an order is not quite right.
✓ 30-Day Satisfaction Guarantee
Shop with confidence. We want every Velvet Candies order to arrive fresh, correct and ready to enjoy. If something is wrong, contact us and we will work towards a fair solution.
✨ 1. Our 30-Day Satisfaction Guarantee
Return or refund requests should be made within 30 days of delivery. Eligibility depends on the product condition, the reason for the request and any rights that apply under consumer law.
Fair Refunds
Approved refunds cover the eligible amount paid
Food Safety First
Opened food is reviewed only for damage, error, or quality issues
Clear Instructions
Contact us before returning anything
Important for food products: For hygiene and food-safety reasons, opened candy is not normally returnable simply because of a change of mind. Damaged, incorrect, defective or genuine quality concerns will always be reviewed.
🔄 2. How to Return Your Order
Returning eligible items is quick and easy. Follow these simple steps:
Contact Us
Email support@velvetcandies.com with your order number, the items concerned and a short explanation. Include photographs for damaged, incorrect or quality-related claims.
Receive Return Instructions
Our team will review the request and confirm whether a return is required, where it should be sent and who is responsible for the return postage.
Pack & Ship
If a return is authorised, keep the products sealed where possible, pack them securely and follow the supplied postage and tracking instructions.
Get Your Refund
Once the claim or returned goods have been reviewed and approved, the refund is sent to the original payment method.
📋 3. Return Eligibility
Eligible Requests
- ✅ Unopened products: Sealed items returned in their original condition within the approved period
- ✅ Damaged or defective products: Reported promptly with clear supporting photographs
- ✅ Incorrect or missing items: Reported with the order number and parcel photographs
- ✅ Genuine quality concerns: Reviewed individually, including concerns discovered after opening
Normally Non-Returnable
- ❌ Opened food returned only because of a change of mind
- ❌ Products not kept or handled according to their storage instructions
- ❌ Gift cards after issue, except where required by law
- ❌ Personalised or custom-prepared items unless faulty
- ❌ Products marked final sale where the exclusion is lawful and clearly stated
- ❌ Requests made outside the applicable period
Condition of Returned Products
Authorised returns must include the relevant items and original packaging where reasonably possible. Products should be securely packed and remain in the condition in which they were approved for return.
Your statutory rights for faulty, misdescribed or otherwise non-conforming goods are not affected by this policy.
💰 4. Refund Process & Timeline
Refund Amount
An approved refund covers the eligible product amount paid. Original delivery charges and return postage are handled according to the reason for the return and applicable consumer law. If the error is ours, we will not require you to pay the reasonable cost of correcting it.
Refund Timeline
- Contact us and receive return or claim instructions
- Send the authorised return within the stated period, if required
- Allow the carrier to deliver it to the provided return address
- We inspect the return or supporting evidence
- We submit the approved refund to the original payment method
When the Money Arrives
Most card refunds appear within 3–5 business days after submission, but the final timing is controlled by your bank or payment provider.
Velvet Candies does not charge or collect sales tax, so no separate sales-tax amount is included in refunds.
🌍 5. International Returns
Before Sending Anything
International customers must contact support@velvetcandies.com for authorisation and the correct return address.
- Return postage: Customers normally pay change-of-mind return costs; Velvet Candies covers reasonable correction costs when required because of our error
- Customs declaration: Follow our instructions and identify the parcel as returned goods where appropriate
- Tracking: Use a trackable service and keep proof of postage
Practical Alternatives
For damaged, incorrect or low-value international orders, we may offer a refund, replacement or another proportionate resolution without requiring the item to be sent back.
🎁 6. Exchanges
Exchanges are subject to product availability and approval.
- Contact us with your order number and requested replacement
- Wait for confirmation that the return is eligible and the replacement is available
- Follow the supplied return instructions
- Any price difference or additional shipping charge will be confirmed before the exchange proceeds
If the replacement is unavailable, we may offer a refund or store credit instead.
📦 7. Damaged, Defective, or Wrong Items
What to Send Us
Report damage, defects, missing products or incorrect items as soon as possible. For visible delivery damage, contact us within 48 hours where reasonably possible.
- Email your order number
- Describe the issue clearly
- Attach photographs of the outer parcel, shipping label and affected products
- Keep all products and packaging until our team responds
Do not dispose of or return anything unless instructed. We will confirm the appropriate replacement, refund or other resolution.
When Velvet Candies has made an error, we will work to correct it without unnecessary inconvenience to you.
❓ 8. Common Return Questions
Can I return candy I have opened?
Not normally for a simple change of mind because it is a food product. Contact us if opening the item revealed damage, an incorrect product or a genuine quality issue.
How long do I have?
Contact us within 30 days of delivery. Any additional statutory rights that apply remain unaffected.
Who pays return postage?
The customer normally pays for an approved change-of-mind return. If the product is faulty, damaged, misdescribed or incorrect, we will confirm the appropriate postage arrangement.
Can discounted products be returned?
Discounted products follow the same eligibility rules unless they were clearly sold as final sale and the exclusion is lawful.
What if I ordered the wrong item?
Contact us within two hours and we will try to amend the order. If packing or dispatch has begun, the normal return rules apply.
How will I know a refund was issued?
We will email you when the approved refund has been submitted.
📧 9. Contact Us for Returns
Contact our team before sending any product.
Return Contact Information
Email: support@velvetcandies.com
What to Include
- Your order number
- The products concerned
- The reason for the request
- Photographs where the item is damaged, wrong or affected by a quality issue
- Your preferred resolution
Return Address
Do not send returns to the public correspondence address or any address shown on the parcel without authorisation. Our team will provide the correct return address and instructions.
Ready to Start a Return?
Our customer-service team is standing by to help with a smooth return experience.