Everything you agree to at checkout.

These terms apply when you use this website or place an order with Velvet Candies. Our contact details are:

Email: support@velvetcandies.com
Address: 483 Green Lanes, London, United Kingdom, N13 4BS

You must be legally capable of entering into the purchase and provide accurate information. Products are sold for personal use unless we agree otherwise in writing.

Our Privacy Policy and Cookie Policy explain how personal information and website technologies are handled. The Shipping & Delivery and Returns & Refunds pages form part of the practical information provided before purchase.

We take reasonable care to describe Swedish candy, pick n mix, chocolate, cookies and chips accurately. Packaging, colour, shape, weight presentation or minor product details can vary between batches or manufacturer updates.

Ingredients and allergens

• Always read the ingredients, allergen statement and warnings on the physical product before eating or serving it.
• Manufacturer recipes and packaging can change without advance notice.
• Pick n mix is handled in an environment containing multiple products and may not be suitable for customers with severe allergies unless explicitly confirmed.
• Dietary labels such as vegan, vegetarian, halal, gluten-free or gelatin-free are based on current supplier information and should be checked against the physical label and your own requirements.

We may limit quantities, withdraw products or substitute nothing where stock is unavailable. We will not substitute a different product without a suitable process or your agreement.

Prices are shown in the visitor’s local currency where Shopify Markets supports it. The checkout shows the products, discounts and delivery charge before you pay. Orders over the configured free-shipping threshold qualify for free shipping.

For European orders, customs duty, local tax or a carrier handling fee may be charged separately where it is not included at checkout.

Promotional codes may have expiry dates, product exclusions, usage limits or minimum spends. Unless an offer says otherwise, only one code can be used per order. If there is an obvious pricing or technical error, we may correct it before accepting the order and give you the choice to continue or cancel.

1. You place an order by completing checkout and submitting payment details.
2. An automated email acknowledges that we received the order; it does not necessarily mean the order has been accepted.
3. The contract is formed when we send a dispatch confirmation, unless we have expressly accepted earlier.
4. If we cannot accept the order, we will explain where appropriate and refund any amount taken.

Payment must be authorised by the payment provider. We may use fraud-prevention checks and may ask for reasonable verification before dispatch. Full card details are handled by secure payment services rather than stored directly by Velvet Candies.

Please check names, email, products and delivery address before submission. Contact us quickly if something needs changing; we cannot guarantee changes after packing or dispatch begins.

Our typical estimates after dispatch are 2–4 business days for the UK and 3–5 business days for Europe. These are estimates, and weekends, bank holidays, customs checks, weather, remote areas or carrier disruption can add time.

Tracking is provided where the chosen service includes it. You are responsible for giving us a complete delivery address. Customers in Europe may also be responsible for customs duty, import tax, handling charges or destination restrictions that are not covered at checkout.

If a parcel is refused because local charges were not paid, any refund may be reduced by the reasonable costs we incur, subject to your legal rights.

Risk passes to you when the order is delivered to you or to a person you identify, subject to the rights and exceptions provided by law.

Contact us quickly if you need to change or cancel an order. We cannot guarantee a cancellation once packing or dispatch has started.

Where the legal right applies, you can tell us within 14 days of receiving eligible goods that you want to cancel, then return them within the following 14 days. Exceptions can apply to perishable products, custom selections and sealed goods that have been opened for health or hygiene reasons. Opened food and custom Pick n Mix are normally not returnable.

These exceptions do not affect your rights when goods are faulty, unsafe, damaged, incorrect or not as described. Read our Returns & Refunds Policy and contact us before sending anything back.

Approved refunds are returned to the original payment method. Your bank or payment provider controls how long they take to appear.

Contact support@velvetcandies.com as soon as reasonably possible with the order number, a description of the issue and clear photographs of the parcel, label and affected items where relevant. Keep packaging until the issue is resolved.

Chocolate can soften in warm conditions and fragile cookies or chips can move during transport. We assess substantial damage fairly, considering product safety, usability, packaging and the journey. Minor cosmetic changes that do not affect reasonable enjoyment may not justify a full refund.

For a parcel marked delivered but not found, check safe places, household members and neighbours, then contact us so the carrier process can begin.

The Velvet Candies name, logo, design, original copy, graphics and website presentation are protected by intellectual-property laws. You may use the website for personal shopping and information, but may not copy, scrape, resell, interfere with, reverse engineer or misuse the site or content without permission.

You must not introduce malware, attempt unauthorised access, abuse promotions, submit fraudulent orders or use the website in a way that harms customers, staff, providers or the service.

Links to external services are provided for convenience. We do not control their content, availability or independent terms.

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, or consumer rights relating to goods that are faulty, unsafe or not as described.

Subject to those protections, we are not responsible for losses that were not reasonably foreseeable when the contract was formed, or business losses arising from a consumer purchase. We are not responsible for delay caused by events outside our reasonable control, but we will take reasonable steps to reduce the effect and keep customers informed where practical.

If an event outside our control creates a substantial delay, rights available under applicable consumer law remain available.

We may update these terms for future orders when the law or our store operations change. The terms in force when your order is accepted normally apply to that purchase.

These terms are governed by the laws of England and Wales. Customers in Europe keep any mandatory consumer protections that apply where they live.

Please contact us first so we can try to resolve the issue: support@velvetcandies.com or 483 Green Lanes, London, United Kingdom, N13 4BS.