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We deliver across the UK and Europe. Your order is checked, packed in London and sent with tracking where the chosen service includes it. Delivery options and costs are confirmed at checkout.
These estimates start after dispatch. Weekends, bank holidays, customs checks and carrier delays can add time.
From our London base to addresses across the United Kingdom.
For the European destinations currently available at checkout.
We check the order, pack it carefully and let you know when it is on the way.
Your confirmation summarises the products, delivery address and payment status. Check it straight away and tell us promptly if something is wrong.
Products are matched against the order and checked for obvious packaging damage before they are packed.
We send the dispatch confirmation and tracking details to the email address used at checkout.
The carrier completes the final handover. If the tracking looks unusual, contact us with your order number so we can investigate.
We choose practical protection for the mix in your basket. Sealed candy needs a clean, secure parcel. Cookies and chips need room and crush protection. Chocolate needs sensible handling when temperatures rise.
We check and pack orders promptly so they can enter the delivery network without unnecessary delay. Delivery options and any applicable delivery charge are shown at checkout for the destination and service available.
Regional delivery estimates start after dispatch. During major promotions, seasonal peaks or unusually high order volumes, processing can take a little longer; your dispatch email confirms when the parcel is on its way.
Your order confirmation means we have received the order. A separate email confirms dispatch and includes tracking where it is part of the selected service.
Use the same email address you entered at checkout when contacting support.
Check the full address, postcode, apartment number and recipient name before paying. Contact us immediately if you notice an error. We will try to help, but we cannot guarantee a change once packing or dispatch has begun.
After dispatch, delivery instructions and redirection options depend on the carrier. Velvet Candies cannot promise that a carrier will accept a change in country, postcode or recipient.
Orders sent from the UK to Europe may be checked by customs, which can add time to the journey.
Any charges collected by Velvet Candies are shown at checkout. A customs authority or local carrier may separately request import duty, tax or a handling fee. Unless checkout states otherwise, these charges are the recipient’s responsibility.
If a parcel is refused because of local charges, any refund will depend on the parcel returning safely, its condition, the carrier costs incurred and your consumer rights.
Chocolate can soften or lose its polished appearance when it travels through warm conditions. We pack responsibly, but ordinary delivery vehicles and depots are not temperature-controlled.
Melting that makes a product unusable will be reviewed under our Returns & Refunds Policy. We may ask for clear photos of the item, packaging and outer parcel.
A parcel is not automatically lost when it misses the estimate. Weather, customs, peak-season volume, local carrier delays and remote-area routes can all add time.
If tracking has not moved for an unusual period, or it shows delivered when you cannot find the parcel, first check the delivery location, household members, neighbours and any safe-place notice. Then contact us with your order number and tracking reference.
We will review the scans and, where appropriate, raise an enquiry with the carrier. Carrier investigations can take time, but we will keep the case tied to one support conversation so the history is clear.
Not every product can be shipped to every destination. Local food-import rules, ingredient restrictions, carrier limitations or temporary service suspensions may affect availability.
The checkout is the final confirmation that we currently serve the entered address. If an item cannot be dispatched legally or safely, we will contact you and offer an appropriate adjustment or refund for the affected item.
Include your order number, checkout email address, delivery postcode and a short description of the issue. For visible damage, keep the packaging and take photos before disposing of anything.
The answers below cover the questions we expect most often. For order-specific help, use the order number when contacting us.
Browse all customer FAQs →The regional estimate starts from dispatch, not from the moment the order is placed. Your dispatch email confirms when the parcel has entered the delivery network.
Available services and any delivery charge are shown at checkout. European customs duty, local tax or carrier handling fees may still be requested separately where applicable.
Contact us immediately. We will try to update the address before packing or dispatch, but a change cannot be guaranteed once the order is moving.
A tracking pause can happen during export, customs clearance or transfer to the local carrier. Contact us if the pause becomes unusually long.
Check the delivery photo or note, safe places, household members and nearby neighbours. If it is still missing, send us your order number and tracking reference so we can review the carrier scans.