FAQs

Polite notice, if you have placed an order with next day delivery on Friday after 3PM or on a weekend, your order will be processed and dispatched on the next working day. This also applies to orders placed on the day prior to a bank holiday. Our couriers do not deliver on bank holidays so your order will be delivered on the next working day.

We usually require 1-2 working days to process your order and get it ready to be sent out. During the busiest times of the year (e.g. Black Friday, Christmas) it may take us up to 5 working days to dispatch your order. If you order is placed before our Christmas cut off date, please me assured your will receive it in time for Christmas. Once your order has been sent out, you'll receive a notification of dispatch email from us which will include a tracking link for your parcel.

Can I change my address details once the order is dispatched?

No. Any address details need to be correct when you place the order. We will not be responsible for errors and if your parcel goes missing due to the customer entering the invalid address, we will not compensate for this or send replacements as this is not our fault. If you make an error and notice it before the order is dispatched - please email us immediately with your order number and correct address details. If the order has been dispatched sadly we are unable to change the address details. We will have to wait for the parcel to return to us through the couriers return network before we can issue a refund. If you would like the order resent, postage costs will have to be covered by the customer.

Which courier do you use?

We use 2 main couriers depending on the weight/size of the order. They are Royal Mail and APC Overnight.

Are orders sent tracked?

Yes, most orders are sent with tracking information. This will be sent via email to the email entered at checkout. Once the order has been dispatched, your tracking number will be available in your confirmation email. Please check junk and spam folders if the email does not appear in your inbox. 

Do you deliver on weekends?

Yes, both Royal Mail and APC deliver on Saturdays. Delivery is currently not available on Sunday’s. 

Can I cancel my order?

All cancellation requests must be made within 24 hours of ordering. After this time, your order will be processed and shipping label generated therefore we are unable to cancel. All cancellations are subject to a 2.5% charge. As a merchant, we are charged for every transaction therefore this will be passed onto the cancelling customer.

My order is late or hasn't turned up!

Due to the current situation surrounding COVID-19, delays can be expected as couriers are under immense pressure due to staff and driver shortages. Please allow an extra 2-3 days for your order to arrive. If it has still not turned up, email us at support@americancandyco.co.uk and reference your name and order number.

Please wait until 9pm for deliveries as the couriers can delivery anytime between 7am and 9pm.

*PLEASE NOTE: You need to inform us if you have not received your delivery within 14 days of your expected delivery date. We cannot investigate if you leave it any longer than this as the courier will only view non-delivery claims within one month of sending the order out. 

*DISCLAIMER: We do not refund or compensate delivery charges for orders that are delivered late due to bad weather conditions. This is out of control and also out of the couriers' control so neither this company or the courier company are obliged to refund due to natural events such as snow, storms, rain, floods, powercuts etc.

I was not in when my order delivery was attempted, what happens now?

The courier will attempt delivery on 3 separate days. If delivery is not successful after three attempts, the courier may charge American Candy Co for this and the parcel is returned to us.

We will not re-send the parcel out again as it will cost us additional postage costs. The customer will be required to send the correct postage amount and we can then resend the order (as the non delivery was due to customer not being home).

There is a problem with my order - what do I do?

If your order has become damaged during transit or items are missing, please provide photographic evidence within 48 hours of delivery as we are unable to submit a claim and therefore unable to refund. 

Any issues raised after this we are unable to investigate as too much time has lapsed since delivery. 

Please email support@americancandyco.co.uk or use the contact us form as soon as you can. Remember to send photos of the damage, the packaging, and any other details you have.

If the courier is at fault, we will contact the courier (please do not contact them yourself) to arrange a refund. 

*Disclaimer* we do not offer refunds/replacements for the following items:

1) We do not offer refunds/replacements for broken Pringles products due to their extremely fragile nature

2) We do not offer refunds/replacements for damaged cereal boxes. The boxes are there to protect the cereal, which is inside a sealed plastic packet. If the box itself is slightly dented/crushed or bent we consider this as the packaging doing it's job in protecting the cereal inside and will not cover any refunds or returns for this.

3) We do not offer refunds/replacements on slightly dented cans when the can itself is intact and has not burst, sealed, leaked or exploded.

All of the above complaints will be handled at our discretion, terms which you agree to when purchasing any of the above items.