Refund policy

Last updated: [22/11/2025]

Thank you for shopping with Cate’s Candy. We want you to love every treat you receive. If something isn’t right, we’re here to help. 

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To start a return, you can contact us at: cate@catescandy.co.uk. 

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be accepted.

1. Perishable Goods — Important Information

Under UK Consumer Contracts Regulations, perishable goods cannot be returned unless they are:

  • Damaged

  • Faulty

  • Incorrectly supplied

This means we cannot accept returns simply because you changed your mind.

However, if there’s a problem with your order, we will always do our best to make it right.

2. Damaged, Incorrect, or Faulty Items

If your sweets arrive:

  • Damaged

  • Melted beyond normal transit expectations

  • Incorrect

  • Missing from the parcel

  • Otherwise faulty

Please contact us within 48 hours of delivery at cate@catescandy.co.uk

with:

  • Your order number

  • A description of the issue

  • Photos of the item and packaging (this helps us file claims with Royal Mail)

We will offer one of the following:

  • A replacement

  • A refund

  • A store credit

Depending on what is most appropriate.

3. Late or Missing Deliveries

We use Royal Mail for delivery.
Delays can happen, especially during busy seasons.

If your parcel has not arrived:

  • Please allow 10 working days after the expected delivery date for Royal Mail investigations.

  • After this period, if the parcel is confirmed lost, we will replace or refund your order.

4. Allergies & Ingredients

We provide ingredient and allergen information for all products where required.
However, if you have a concern about a product’s ingredients:

We cannot accept returns due to undisclosed allergies after the product has been opened.

5. Non-Returnable Items

  • Opened products

  • Perishable sweets

  • Pick & mix bags that have been custom–made to your selection

  • Gift boxes or hampers containing perishable items

  • Sale items or gift cards

6. Refund Processing Times

If a refund is approved:

  • Refunds are issued to your original payment method

  • Please allow 3–10 working days for your bank or card provider to process the funds

We will notify you by email when your refund has been issued.

7. Order Cancellations

Because most orders are processed quickly, cancellations are only possible before your order has been dispatched.

If you need to cancel, contact us immediately at cate@catescandy.co.uk

If the order has already shipped, it cannot be cancelled or refunded unless damaged or faulty.

8. Contact Us

If you have any questions about your order or this policy, please contact us:

cate@catescandy.co.uk

We aim to respond within 24 hours.