Frequently asked Questions
Find out what you need to know
What are my shipping options?
For all information on shipping and delivery, please visit our Delivery & Returns page.
I've just placed my order, can I make any amends?
Our orders are processed very quickly after being placed to make sure you get your sweets as fast as possible, so will be sent out according to your email confirmation. But if you notice any issues immediately after ordering, please let us know via our Contact Us page and we'll see what might be possible. If your order has already been packed or shipped, we unfortunately won't be able to make any changes.
For further information on our cancellation policy, please visit our Delivery & Returns page.
Will you let me know once you have shipped my order?
Yes, of course! Firstly, we will send an order confirmation once you place your order. The next email you receive will be a shipping confirmation once our warehouse has dispatched your order. If you selected tracked shipping, then you will receive a tracking number in this email.
Where's my order?
We know you can't wait to get your hands on our sweets!
We dispatch orders from Monday to Friday and orders can take up to 2 working days to be dispatched, as advised on our Delivery & Returns page. You will receive an email from us when our warehouse has dispatched your order. Depending on the delivery option you chose at checkout, it can take up to 5 working days for your order to then be delivered to you. Please note, delivery times are only estimates and there may be delays with couriers that are beyond our control.
If you're still wondering where your order is, please submit an enquiry via our Contact Us page quoting your full name and order number (this can be found on the confirmation email you received when you placed your order - check your junk too!)
What is your return policy?
For all informations on our returns policy, please visit our Delivery & Returns page.
Are Candy Kittens Halal?
No, we are not Halal certified. We do not use alcohol as a raw material. However, some of the flavours we use contain alcohol as a carrier and we use flavourings (natural flavours) for all of our products. Because of the multitude of products and flavours, it is not possible to name products, which do not contain alcohol as a carrier in one of their flavourings. Therefore, we have to assume that every product might contain at least one flavouring, which has alcohol as a carrier. Please check the ingredients label or ingredients section on the product page to see if these are suitable as part of your lifestyle and diet.
Is your recipe dairy and nut free?
Candy Kittens are produced with a dairy and nut free recipe but please note that these are packed in a factory that handles peanuts, nuts, sesame and milk.
Is your recipe gluten free?
Our gourmet sweets have always and will continue to be made as a gluten-free recipe. This means that none of the ingredients in the sweets contain gluten. Our sweets are produced and packed in two facilities that don’t handle any gluten ingredients.
However, we don’t test the final product for any gluten-free contamination to gain a gluten-free certification. We hope one day in the future, we will be in a position to do this but it is not possible at this time. We continue to ask that you enjoy our sweets at your own discretion and make the right choices for you.
Where are Candy Kittens produced?
Candy Kittens are produced in Germany, and packed in the UK.
Where are Candy Kittens packed?
Candy Kittens are packed in a UK facility. Please note, the factory does handle peanuts, nuts, sesame and milk.
Can I recycle the packaging?
Yes! Our bags can be recycled alongside plastic carrier bags in larger supermarkets. Our jars are fully recyclable at home. To read more information on our packaging and what we're doing to improve it, please visit candykittens.co.uk/pages/sustainability
I have an issue with my sweets, what should I do?
Oh dear, we’re really sorry about this! Please email firstname.lastname@example.org along with your order number, a photo of the defective sweet(s), and a photo of the front and back of pack, clearly showing the printed batch number, so we can do our best to help you out.
Where can I buy these sweets?
The best place for our full range, including limited editions and online exclusives, is our website. Alternatively, we’re on Amazon and Ocado, and stocked in Sainsbury's, Waitrose, Tesco, ASDA, Boots, Morrisons, Selfridges, Harrods, Superdrug and WHSmiths. The range in store varies depending on retailer and location.
Do I need to create an account?
For most purchases you don't need an account to shop with Candy Kittens, but if you want to make it easier to use our online shop you can set one up.
Creating an account means you can place orders without having to fill in your details every time you shop, and you can also review your order history. You can create an account by clicking on the account button on the top right of the screen or simply start shopping and set up an account when you checkout.
For subscription products, you will need to create an account as this will make it easier for you to manage your products online.
How do I reset my password?
If you forget your password, don’t panic, just select the 'forgotten your password?' link at login and we’ll send you an email explaining how to reset it.
If you can sign into your account, select the ‘edit your details’ tab and then click the ‘change password’ box. A drop down will appear asking you to enter your old password and then select a new password before hitting ‘save’.
How do I change the details on my account?
You can change your details by logging into your account. Just click on 'edit your details' or 'edit addresses' to update your personal information, password and address book.
What is a subscription?
Our subscription service allows you to subscribe and save on a range of our bundles, giving you the option to have a regular delivery of your favourite sweets, delivered every 7, 14 or 30 days. We've made it easy and flexible, so you can pause, cancel or swap products anytime.
How can I subscribe?
When you are on the product page, simply select ‘subscribe and save’, then choose how regularly you would like your delivery. Don't worry, you can cancel, pause, chnge the delivery frequency and even swap your product at any time!
Can I change the product I am subscribed to?
Yes, of course! Simply login to your account, click on ‘Manage Subscriptions’ and scroll down to ‘Products in your subscription’ where you will be able to swap your product to any other bundle in our range. You can upgrade or downgrade to a different bundle and your subscription price will be changed accordingly.
Can I skip my next order without cancelling my subscription?
Yes, no problem. Just log in to your account, click on ‘Manage Subscriptions' and scroll down to ‘Manage upcoming orders’. Here you can skip or change the quantity of any upcoming order. You can skip or resume as many times as you like.
Can I change my delivery address?
No problem. Within the ‘Manage Subscriptions’ part of your account, click on 'Shipping addresses' then 'Edit shipping address'. Once updated, all future orders will be shipped to the new address. You can update and change your address as many times as you like.
Can I change how often I receive a delivery?
Yes, within your ‘Manage Subscriptions’, you will see ‘order frequency’, just click on this to change how often you would like to receive a delivery.
I have a discount code, why can't I use this?
Unfortunately, you cannot use discount codes when subscribing to a product as these are already discounted.
Can I cancel my subscription?
We hate to see you go and if you are having any issues with your subscription then please do get in touch with us by emailing email@example.com to see if we can help with anything.
Nonetheless, if you would still like to cancel, within your ‘Manage Subscriptions’, scroll to the bottom and and click on ‘Cancel’ and let us know the reason.