EU Right of Withdrawal & Returns Policy
This page applies to consumers based in the European Union. Under EU Directive 2011/83/EU (as amended by Directive (EU) 2023/2673), EU consumers have a 14-day 'cooling-off' period during which they may withdraw from most online purchases without giving a reason. Certain categories of goods are exempt from this right, as explained below. If you are based outside the EU, please contact us directly using our Contact page instead, as this withdrawal process does not apply to your order.
Important: Food, drink and consumable items are exempt from the right of withdrawal. Under Article 16 of Directive 2011/83/EU, perishable goods and sealed goods which are not suitable for return for health or hygiene reasons (and which have been unsealed after delivery) are excluded from the 14-day withdrawal right. All food, snacks, sweets, drinks and similar consumable products sold on this site fall under this exemption and cannot be returned or refunded once dispatched, regardless of seal condition, for the safety of our customers and to prevent tampered or contaminated products re-entering circulation. We do not accept returns of food or drink items, whether opened or unopened, from any location.
Returns on this site are limited. The following items may be returned within 14 days of receiving your order by customers located in the EU only, at the customer's own cost: (1) sealed, unopened soda cans, and (2) non-food merchandise such as soft toys, teddies, and seasonal gift items, in unopened/sealed and unused condition with original packaging intact. Once received, we will inspect the returned item(s) to confirm condition before issuing a refund; a deduction may apply if the item shows signs of use or damage beyond what is necessary to check it.
Gift cards and sweet vouchers are non-returnable and non-refundable once issued, in line with standard practice for vouchers and gift cards.
All other products on this site — including sweets, candy, pick & mix, chocolate, chips and confectionery — are exempt from the right of withdrawal as food/consumable items and cannot be returned, regardless of seal condition. International (non-EU) orders are not eligible for return under any circumstances.
Submit an EU Right of Withdrawal / Cancellation Request
Please allow 24-48 hours (Monday to Friday, excluding weekends and public holidays) for our team to respond to your request.