FAQs & Shipping

🚚 Shipping

Where do you ship? 

We ship to many countries worldwide! 🌎😍

United Kingdom
Most EU countries
Australia
United States
Canada
New Zealand

If you are not able to check out your country may not be in our system. Please contact us and we'll do our best to help.

How much will shipping cost?

Shipping varies per country and depends on the weight of the package. Rates will display on the checkout page

If any delivery issues come up with any of our chosen services, we'll temporarily use an alternative service.

What are your delivery times?

Please see below for arrival times (after orders are shipped).

UK Delivery - Royal Mail 48 Hour Tracked

2-3 working days from dispatch.

Rest of the World - Royal Mail International Tracked

Generally 6-7 working days from dispatch, although this may vary depending on the destination country.

When will I get my order?

🍬 Sweets ship within 2-3 workdays from your order date.

🎃 Halloween boxes ship between 16th and 20th October.

🍫 For maximum freshness, most of our chocolate is made to order. It's currently taking up to 3-4 weeks for us to ship your choccies, but if we can, we'll get it out much sooner.

We'll do our best to ship on time, but as a small family business without a large team there may be unforseen delays.

🛍 My Order

How can I cancel or change my order?

Let us know as soon as you can with your order number at hello@candyhackers.com. If your order hasn't shipped out yet, we can cancel it for you. Your refund will take several business days to process. Contact us if you haven't seen it appear within 7 working days and we'll look into it for you.

There's a problem with my order.

Let us know as soon as you can with your order number at hello@candyhackers.com.

Can I return my order for a refund?

We go the extra mile to ensure that you receive the highest quality products possible. 🥰

If you have any problems at all with your order or there are any damages, please take a photo of your order and send it to us with your order number at hello@candyhackers.com.

How do I track my order?

Check your order confirmation email for the Royal Mail tracking link. You can also log into your account and check your order status this way. Contact us at hello@candyhackers.com if you need any help at all!

My order melted in transit. Can I get a refund?

🌎 📦 For packages shipped outside of the UK, factors beyond our control may come into play.  We kindly ask for your understanding as we are unable to offer refunds for orders affected by melting in transit.

If you are in a warm location, please consider adding ice packs as a packaging upgrade. If you added ice to your order and your chocolate still arrived to you melted, please understand that we don't cover for orders melted in transit.

Let us know if you would prefer an international express delivery option with ice and we can arrange this for you.

Whatever happens, we want you to have the very best experience with us, so do reach out if there are any issues 😊.

🌾 Allergen Information

Is it safe for my child with a dairy allergy to consume your products?

If your or your child has a dairy allergy, we cannot guarantee that our products are safe to consume. Although we do not intentionally include dairy in our ingredients, there may still be traces of milk due to the manufacturing process of some of our suppliers. Therefore, we do not recommend our products for individuals with dairy allergies to avoid any potential allergic reactions. We apologise for any inconvenience this may cause and appreciate your understanding in prioritising your (and your child's) health and safety.

For more information on our allergen policy, please visit this link.

Is it safe for my child with coeliac to consume your products?

If your or your child has coeliac or a gluten/wheat allergy, we cannot guarantee that our products are safe to consume. Although we do not allow gluten in our facility, nor do we intentionally include gluten or wheat in our ingredients, there may still be traces due to the manufacturing process of some of our suppliers. Therefore, we do not recommend our products for individuals with serious allergies to avoid any potential allergic reactions. We apologise for any inconvenience this may cause and appreciate your understanding in prioritising your (and your child's) health and safety.

For more information on our allergen policy, please visit this link.

Is it safe for my child with a soya allergy to consume your products?

Currently, most of our bars contain soya. If you or your child has a soya allergy, we cannot guarantee that our products that do not contain soya are safe to consume due to the presence of soya in our facility. Therefore, we do not recommend any of our products for individuals with serious allergies to avoid any potential allergic reactions. We apologise for any inconvenience this may cause and appreciate your understanding in prioritising your (and your child's) health and safety.

For more information on our allergen policy, please visit this link.

If you or your child can safely tolerate products with a 'may contain soya' allergen warning, you would be pleased to know that we will soon add a section to our website providing alternative options. To stay updated on this, we recommend signing up for our email list. Simply click on the yellow "Join The Fam" button to sign up.

🌿 Information for Vegans

Are your products vegan-friendly?

Yes!! We do not use any ingredients that are not suitable for vegans, including any colours added to our products. However, there may still be traces of milk protein due to the manufacturing process of some of our suppliers.

👕 Apparel

Can I exchange or refund my clothing order?

We're excited to celebrate our community with fun products other than chocolate!

Our apparel is currently made to order and we don't hold stock.

If you want to cancel your order, contact us as soon as possible with your order number. If it hasn't been processed by our manufacturing partner, we can cancel and refund you. If it's too late, we can't cancel and refund your order.

As we don't hold stock for made to order apparel, we cannot exchange or accept returns. Please check the sizing charts carefully before placing your order.

If there are any issues at all, please reach out to us and we'll do our best to help. 🥰

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