Refund & Returns Policy

If something's wrong with your order

Get in touch as soon as you can, ideally within 48 hours of delivery, if your order arrives:

• damaged or crushed in transit
• melted or heat-affected on arrival
• incorrect, missing items, or short on weight
• spoiled, or past its date

A photo of the item and the packaging helps enormously — it lets us sort it out quickly and lodge a claim with our courier, who have their own deadlines.

Change of mind

We don't accept change-of-mind returns or exchanges on food.

Once confectionery has left us we can't confirm how it's been stored or handled, so we can't sell it to anyone else. That's our food-safety practice, and it's why we can't take it back simply because you've changed your mind.

This does not affect your rights if a product is faulty, unsafe, or arrives damaged. Those are covered above, always.

Items we can't take back

• opened confectionery of any kind
• pick and mix bags, which are made up to your order
• custom or personalised gift boxes and jars
• anything that has been stored outside its recommended conditions after delivery

Heat, summer and melting

Some soft sweets don't travel well in warm weather. We pack with that in mind, but a courier van in February gets hot and we can't control that once it leaves us.

What we can't cover is heat damage that happens after your parcel has been delivered. If you've asked for parcels to be left at an unattended address, please bring it inside promptly in warm weather, and consider choosing a delivery address where someone can receive it.

If your parcel doesn't arrive

Tell us and we'll trace it with the courier. If it's genuinely lost, you'll get a replacement or a refund — you don't need to chase the courier yourself. We arranged the delivery, so it's ours to resolve.

How refunds are paid

Refunds go back to the original payment method used for the order. We don't issue store credit in place of a refund unless you'd genuinely prefer it.

Once we process a refund it's usually visible within a few business days, though the exact timing depends on your bank or card provider.

Getting in touch

Contact us with your order number and, where relevant, a photo. Our contact details are at the bottom of this page.

Reserving an item that's sold out

Some sold-out items can be reserved once we've placed our own order with the supplier. Reserving a place in the queue is different from buying the item outright, and this section explains how it works.

A reservation is secured with a 20% deposit. That deposit holds your place in the queue — it isn't a part-payment on the item itself, and the remaining 80% plus shipping is only charged once stock has actually arrived and we've checked the delivery against what we ordered.

Once that check confirms enough stock has arrived to cover your place in the queue, you'll get an email asking you to pay the remaining balance within 72 hours to complete your order.

If you pay within that window, your order proceeds as normal from there — everything above about damaged, faulty or missing items applies to it exactly as it would to any other order.

If you don't pay within that window, having agreed when you reserved that your deposit would be forfeited in that situation, we treat the queue place as given up and release it to the next person waiting. This only ever happens after we've confirmed stock has arrived and given you the full 72 hours to complete your order — never before, and never without that confirmation.

If fewer arrived than expected

Occasionally a delivery from our supplier is short, and there isn't enough stock to cover everyone waiting in the queue for that item. If that affects your reservation, we'll email you and ask whether you'd like to keep waiting in case stock frees up — for example if someone ahead of you doesn't complete their order — or be refunded straight away.

If you choose to wait and nothing frees up within 72 hours, we'll refund your deposit in full automatically — you don't need to come back and ask. A short delivery is our own timing gap, not something you agreed to when you reserved, so it's never treated as a forfeited deposit; it's always a full refund to your original payment method.

Checkout holds

When you go to pay for an order, we briefly hold the stock in your cart so it can't be sold to someone else mid-checkout. That hold lasts 15 minutes. If payment isn't completed within that time, the hold is released and the stock becomes available again.