FAQ’S

Have a question about your order? Want to know where we ship to? Find the answers to your frequently asked questions here.

ORDERS

😱 Can I make changes to my order?

If you have input an incorrect shipping address or contact information, please let us know and email at store@bigmouthcandy.com as quickly as possible so that we can try and get this updated before your order is despatched. Once shipped, we are unable to make changes to your order, so please check all information is accurate before purchasing.

🧾 Can I still make a purchase without creating an account?

Yes, you can make a purchase using Apple Pay or Google Pay.

Can I make changes to my basket?

Before you checkout you can make changes to the items in your cart. Use the + - buttons to add more or remove products from your cart. Once your order is placed you are no longer able to make any changes.

❌ How do I cancel my order?

Once your order is processed we are unable to cancel this and your shipping email with tracking information will be sent through imminently.

My order hasn’t arrived.

If your estimated delivery date has passed please allow a few extra days for your order to be delivered (especially during busy times). Our carriers are doing their best to get your order to you as quickly as possible, so keep an eye on your tracking link for updates.

Tracked 24 aims to deliver within 1 day but can take up to 2 days

Tracked 48 aims to deliver within 2 days but can take up to 3 days.

⚠️Please consider the above delivery estimates when placing an order, especially if you need an item for a certain day. You are not eligible for a return if your delivery doesn’t arrive within the delivery time frame.

Orders are packed and shipped within 24 hours of receiving your order 📦. These times will vary over bank holidays as Royal Mail does not ship or deliver during these times.

If your order doesn’t arrive, please let us know at store@bigmouthcandy.com within a maximum of 14 days from the date your order should have been delivered and we will take this forward with the carrier.

Anything which falls out of this timeframe will not be eligible for a claim.

Can I exchange my order?

No we do not offer exchanges. As this is a fresh product we cannot offer this option.

BILLING

💳 What payment methods do you accept?

We accept payments from Credit and Debit Cards, we also offer methods of payment using Paypal, ClearPay and Apple Pay.

Dietary

🌾 Are any of your sweets gluten free?

Yes 👍 any of our sweets that are gluten free will be marked gluten 🆓. We know at Big Mouth Candy first hand how important it is to be careful when marking anything as gluten free. Two members of our family are gluten free. So if you are gluten free please give us a message and we can ensure every care is taken that there is no cross contamination with your order. Use the live chat to get in touch before you order.

If you have any other questions about allergens please use the contact form or give us a message on Instagram @bigmouthcandy

🥛 ARE ANY OF YOUR SWEETS DAIRY FREE?

I Yes 🙂‍↕️ any sweets we have that meet this dietary requirement will be marked dairy free. Disclaimer: we cannot accept liability for any inaccuracies in the provided information, as the correctness of ingredients, allergen advice, and nutritional values is based on our best knowledge and may change without prior notice. Some items marked dairy free may contain traces of milk this means the main ingredients list does not include milk but it may have been prepared in an environment that handles milk. Please be aware that products may be packaged in an environment that handles nut products.

🌱 Are any of your sweets vegetarian?

Yes 🙂‍↕️ any sweets we that meet this dietary requirment will be marked as vegetarian.

returns

Can I return an item?

We have a 14-day return policy

⚠️The following Goods cannot be returned:

  • The supply of Goods made to Your specifications (create your own) or clearly personalised.

Promotions

Can discount codes be used in conjunction with promotions when making a purchase?

✔️ At checkout, only a single discount can be applied. If your order is eligible for a promotional gift or discount, it cannot be used in combination with any other offer. Please be aware that if a promotion has already been applied to your order, attempting to use a code at checkout will not be accepted.

✔️ When we run free shipping discounts these cannnot be used in conjuction with other offers. When this offer is running we use Royal Mail Tracked 48 service, which aims to deliver within 2-3 days *delivery times may vary. Please see shipping section for more information. Free shipping does NOT work in conjuction with bundles.

✔️ Bundles are EXCLUDED from discount codes as these items are already discounted.

My promotional code isn't working?

At checkout, only a single discount can be applied. If your order is eligible for a promotional gift or discount, it cannot be used in combination with any other offer. Please be aware that if a promotion has already been applied to your order, attempting to use a code at checkout will not be accepted.

shipping

We are excited for you to receive your order as quickly as possible. Please take note of our shipping terms and exclusions.

  • Orders are not processed on Saturdays and Sundays. 

    Orders are sent with a tracking link, Once your order has been dispatched, we will email you a tracking link so you can follow the status of your shipment. 

    If you can’t track your delivery don’t worry, links may not become active until your order is in transit. 

  • Standard - UK only

    Orders will be dispatched within 24 hours of being placed and will be delivered by Royal Mail on a tracked service. 

  • Shipping Costs

    UK DELIVERY

    Royal Mail Tracked 2-3 days:  from £3.39  

    Royal Mail Tracked 1-2 days: from £4.25

    Please note orders placed after 1pm Friday, will not despatch until Monday.

    All orders are shipped within 24 hours of placing your order.

    *Shipping rates shown above are for parcels up to 2kg

    IRISH DELIVERY

    European Tracked: from €14 

    United States up to 2kg - $25.26

  • Where we ship 🚚

    We currently ship to the below countries -

    United Kingdom 🇬🇧

    Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Germany, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden

    Australia 🇦🇺

1 4