Refund and Returns Policy

Here is our detailed refund policies for all eventualities.

Cancellation of your order

You are welcome to cancel your order up until the point we have sent it to the courier. We send all orders at around 2pm each day so if it has already been sent then we are not able to cancel it.

You will be issued a full refund if you request a cancellation before your order has been sent.

If your order has been sent already you are welcome to return the parcel but at your own expense and we can refund you for the original order amount paid minus the postage fee.

My delivery is late can I get a refund?

We know it is annoying when deliveries are late however once the parcel has left us we are almost zero control over when or how it is delivered.

We are ONLY able to refund your order if your order has reached 14 days of none movement on our couriers tracking system. This is not 14 days from point of ordering, it is 14 days of none movement on the tracking system.

This is the only point our courier classes the parcel as lost as up until this point the parcel is still active and can (and has been) delivered up to 30 days after we have sent the parcel out.

You will receive a full refund once this time has passed.

Courier say my parcel has an issue and to contact the sender

Generally this is a generic message and is no real help to anyone, so we have to contact the courier and wait for a response as to why there is an issue.

Generally it is because the parcel has been damaged and can not be delivered.

Once we have received a response from the courier we will be able to resolve and offer you a full refund on the order.

Courier told me my parcel is lost and to contact you

If you have spoke to the courier and they say the parcel is lost and to speak to us about a refund we are still not able to offer you a refund until the 14 days of none movement on the tracking system has passed.

This is because the courier chat agents often send a generic reply and the parcel is not lost and ends up being delivered 2 days later.

My order arrived damaged and items are missing or broken.

If this happens then please contact us with the exact details of what is missing, your order number and images of how the parcel arrived.

You can email these details to hello@traditionalcandycompany.com

We will usually refund you for these items unless the total value is over £3 and then we can send the items back out to you.

In most cases we will NOT resend items if they have been damaged on route, due to the fact they maybe damaged again, you will be refunded for these. Regardless of the fact you may need a specific amount for an event our policy is to refund and not resend.

I have an item missing from my order

If you have a missing item from your order please email hello@traditionalcandycompany.com with your name, order number, missing item details and we can look to resolve.

We are only able to send items out if the value is over £3 due to high cost of us posting them back to you.

I have received the wrong item in my order

If you received the wrong item in your order then please email hello@traditionalcandycompany.com with your name, order number, details of what you received and details of what was missing.

We will either resend the item based on value or offer you a refund or the original items value.

My item has arrived damaged.

If you receive an item that is damaged please email hello@traditionalcandycompany.com with your name, order number, details of what item was damaged and photographic evidence to support this.

We will only refund you if the item is now inedible either due to the packaging becoming open in the box, or the items are smashed beyond repair.

If you order snacks and the item is snapped or broken inside the packaging but the product can still be eaten, we do not refund you for this as the item is 100% edible.

My order is showing a delivered but I do not have it.

If you believe that your order has not arrived then we please email us at hello@traditionalcandycompany.com with your name, order number and details of what you were doing at time of delivery and any further information that will prove the order has not been delivered.

You will receive several tracking emails from the courier as your order passes through the system so there are many chances for you to view this and be notified of when the order was delivered.

Please check with your neighbours, behind plant pots, in sheds, in recycle bins and any other location the parcels are normally left if you believe you have not received it.

Please also view the tracking email as this shows an image of the delivery.

If you still do not have the parcel then we will contact the courier for further information. This can take up to 7 days to receive a response and once we have this information we can resolve for you.

I paid for next day delivery and it has not arrived.

Unfortunately we do not guarantee next day delivery or named day delivery due to potential issues couriers can face in transporting the parcels around the UK. As delivery is out of our control we do not offer refunds if the parcel is late or delayed.

I sent the order to the wrong address

If you enter an incorrect or incomplete address and do not inform us of this and the parcel is then delivered we are not able to offer you a refund.

We do ask you check your address on the order confirmation emails and so if this information is not passed on we have no way of knowing the address is wrong.

My order has been returned to sender

If we receive your order back then we will issue you a refund minus the original postage costs within 7 days of receiving this parcel back.

We are not able to resend the order back out again as the items inside are usually smashed due to the extra travelling it has had to do back and forth across the country.

You will need to place a new order to receive your items.

For anything else not mentioned above please contact us and we can resolve as necessary.

Order returned to us

If you order has been returned to us because you entered the address wrong you will be refunded the cost of the original order minus the delivery fee due to your error.

If your order has been returned to us because you were not available at the property and the parcel was returned to us you will be refunded the cost of the original order minus the delivery fee due to your error.

If your order was returned to us due to being damaged on route you will receive a full refund.

We reserve the right to reduce the amount of refund given to you for any reason we see fit based on the circumstances as to why the parcel was returned.