Returns Policy

Our returns policy -

- Due to the fact that all of our items are food/drinks, we cannot accept returns of any items from a package which has been opened under any circumstances due to cross-contamination, hygiene and health & safety reasons

- Under no circumstances can custom items be returned

- Should you wish to return a completely unopened package, please contact us at the email below. All returned parcels must be received back at our warehouse within 14 days of them being delivered to you otherwise we will be unable to accept the return. We do not cover return shipping fees under any circumstances

- If you are looking to cancel an order that you have placed, you can email us at the email address provided below. Please note that orders can only be cancelled within 24 hours of the order being placed (otherwise the fulfillment process has already begun). This is because all items are mixed, bagged, picked and packed specifically for your order, and once this fulfillment process has begun we can no longer cancel the order. This process can often begin as soon as your order is placed, therefore cancellation of your order may not be possible. For returns, the original postage cost shall not be refunded as this has already been incurred by us

- Please note that it is highly unlikely that we will be able to cancel an order when an express method of shipping is chosen. Fulfillment can begin immediately, meaning we do not have time to then cancel the order before it progresses along the fulfillment process and is collected by our courier 

- Please note that we cannot cancel an order for a gift card under any circumstances

- Under no circumstances shall we issue a refund or accept a return due to personal preference factors which are completely out of our control (eg. you not liking a certain sweet, etc.)

- Once processed by us, refunds can take up to 14 working days to then appear back in your account. This is a banking process which we have no control over and therefore unfortunately cannot speed up. This is the same as for all online refunds

If there is a genuine problem with your order, or should you have any further questions, please feel free to email us at candycityofficial@gmail.com