At Poppin Candy we pride ourselves on ensuring the fastest, most reliable shipping possible by using only internationally recognised couriers and fully tracked services.

We only ever send parcels to the exact address provided by you. If you make a mistake with your address, please do let us know as soon as possible. We cannot promise anything, but we will try our absolute best to ensure the parcel gets posted to the correct address.

Please do note that we accept no liability for any parcels that are lost, misplaced or incorrectly delivered if the address/name information provided is incorrect, so please do ensure you enter the correct one the first time! As we state at checkout, a full and accurate name must be provided, as some couriers, particularly international couriers, have this as a requirement - so please do not enter a fake name. Should the parcel be returned to us due to an address/name error, you not being in to receive the parcel (or failing to collect from your local post office), or for any other reason we will contact you and let you know that we will repost it to you, but we must add the relevant shipping fee onto the total cost. The 'relevant shipping fee' for all UK parcels is £6.99. The 'relevant shipping fee' will vary for international orders and will be calculated at the time. Please also note that if our courier cannot deliver to your provided address due to you not being present to accept delivery, delivery to a nearby collection point is classed by both us and all couriers as a 'successful delivery', and we therefore accept no responsibility, and will issue no refunds, should you fail to collect it in the designated time period.

We will not under any circumstances refund an order (including the shipping fees) which has failed to be delivered due to any of the aforementioned reasons. We will also not refund, under any circumstances, parcels that are lost - we will resend the parcel, regardless of if a claim can be made with the courier or not.

Please make sure you are aware of any customs/import fees that may arise when shipping packages into your country. We cannot advise on this as the process differs from country to country. Please see below -

We also do not accept liability for any international parcels which do not pass your country's customs clearance process or incur customs charges. Different countries' customs clearance processes can differ in speed, strictness, fees, and other factors and these are completely out of our hands. This is something which you must look into and is a risk that you take when placing an online order from overseas - it is the customer's responsibility to be aware of any potential extra fees which they may incur from importing purchased goods into their country. If a customer refuses to pay the customs charges/import duties/taxes/fees and the item is returned to us, we will be unable to issue a refund due to the spoilable nature of food & drink products and the length of time that it takes for these refused returned parcels to get back to us. If it is returned to us within a short amount of time, and the product is not spoiled, we may be able to offer a discretionary partial refund - this will, at a minimum, have the initial shipping fee, return shipping fee and a 25% restocking fee deducted. Due to this, we are also unable to accept any cancellations/refunds.

We cannot accept responsibility for changes to products' shape, texture, form, etc. that can reasonably be expected to occur to food & drink items whilst being shipped. This includes melting of sweets and/or chocolate which are shipped to warm areas or during warm weather periods  - unfortunately the effects of the weather where you live are completely out of our control! This also includes the crushing/breaking of freeze dried sweets/snacks due to their more fragile nature when compared to sweets/snacks that have not been freeze dried. We will not, under any circumstances, issue a refund for damage that can reasonably be expected to occur to food & drink items, including packaging, whilst being shipped which does not affect the customer's ability to consume and enjoy the product as intended (i.e. for its taste - we do not sell collectibles which are intended to be kept and displayed). Do bear this in mind before ordering.

If damage beyond what can be reasonably expected occurs to a parcel due to issues during carriage that are beyond our control, we reserve the right to issue a replacement so that you receive the items you have purchased. We will not, under any circumstance, refund a parcel that arrives damaged.

All shipping time estimates are provided by the couriers. These are what they aim for in every possible situation, however please do understand that potential delays can occur, due to COVID-19, strikes, etc. These are, unfortunately, out of our control and we cannot issue any refunds for orders that are not delivered within the standard estimated timeframes. Our dispatch times should also be viewed as a guide - most parcels are dispatched very quickly (usually towards the lower end of the dispatch time estimate), but during particularly busy periods some parcels may be sent slightly outside of these timelines.

We accept no liability for any missing orders if the tracking information for the parcel is showing the order as delivered to the provided address.

We DO NOT SHIP TO PO/APO/FPO BOXES OR ANY OTHER BOX-TYPE ADDRESSES - please provide a residential address for delivery. This is clearly stated on our checkout page within the shipping address field to reduce the chance of it being missed. If it is missed, and you enter a PO/APO Box address, this can cause delays with dispatch and delivery as we have to realise the PO Box error (this can be a number of days after you ordered), email you to request a residential address, and then wait for a response. This delay is not our fault and if you wish to cancel an order, the cancellation fee still stands. We are also not responsible for any Box addresses which slip through our couriers' systems, are shipped and then fail delivery - we will under no circumstances issue a refund.

Dispatch times: Domestic/UK Orders 1-3 working days, International Orders 1-14 working days

Please note that the dispatch times stated above are what we always aim to stay within, however, during particularly busy periods, it may be possible that we run slightly over these. But don't worry, the shipping services we use are incredibly fast, so once shipped you will receive your order very quickly!

Parcels are only shipped on weekdays - Saturday and Sunday are not 'working days'.

If you do have any questions, please feel free to email us at info@poppin-candy.co.uk