Terms and conditions

Nana’s Candy Shop is committed to providing you with the best possible customer service experience and is bound by the GDPR (Data Protection Act) 2018, which sets out principles concerning the privacy of individuals. If you have any questions relating to these terms and conditions, please contact us before you place an order.

Please take a moment to have a look at the following terms and conditions on the sale to ensure that you are happy with the service we provide. Please note that any person using and ordering from our website is deemed to understand and accept our terms and conditions.

Pricing Policy

The price payable for the Products shall be as shown on the Website. Prices advertised on the Website exclude delivery charges.

Delivery charges are shown separately when ordering and must also be paid in advance. Payment shall be made by you by the means specified on the Website and shall not be deemed to be made until we have received cleared funds in respect of the full amount stated in the order. Prices are subject to change without notice, but changes will not affect orders that we have already accepted. Payment for Products depends on the delivery option selected, with a credit card, debit card, or Bank Transfer

Shipping Policy

All our orders and customers are important to us, and following the receipt of your order, I aim to get your order ready and dispatched the following day, and sometimes they can be dispatched on the same day.

I use Evri for our deliveries, and our standard delivery is normally the next working day from dispatch. However, please allow 2-5 working business days for delivery.  Evri will give you an estimated delivery time, but please be aware that sometimes they don’t get to deliver your order on these times, but they will keep you updated. Evri will try to deliver your order up to 9 pm. They will attempt the delivery 3 times, on business working days only. Once your order leaves us, it is your responsibility to regularly check this on the Evri webpage and track your order. Nana’s Candy Shop cannot be held responsible if you have entered an alternative shipping address. for example, a workplace instead of your home address, which closes at 5.30 pm.

If the courier driver is unable to reach the customer at the address provided after 3 attempts, your order will be returned to Nana’s Candy Shop. Please note that this will not be dispatched again until the item(s) have been received by Nana’s Candy Shop, and you will be liable for the additional postage cost to have it resent. Any orders that are damaged during delivery will need to be returned before new/other products are shipped. If needing to return products, please contact me, and I will send a return address label for your package

During postal strikes, I will use an alternative courier to ensure your order reaches you.

All our orders are tracked and are to be signed for. We ship to the UK, England, Scotland, Wales, and Northern Ireland. Our shipping process starts from £6.95, but this can change depending on the order. The final cost will be calculated at the checkout stage. We cannot be responsible for your delivery due to courier errors, delays, or parcels being lost in the system. We have no control over delivery times and only give these as a guide. During our busy periods, such as the run-up to Easter, Halloween, and Christmas, to ensure your order arrives in time, please order early to avoid any disappointment.

Please note orders placed after 5 pm on Friday will be dealt with after the weekend. Nana’s Candy Shop only sends out the best quality products to their customers that are well within their best-before date. However, we cannot accept responsibility for deterioration caused by climatic conditions or transportation once the goods have left our premises.

We will deliver the products ordered by you to the delivery address provided. It is, however, your responsibility to provide us with accurate delivery information, as we will not check or verify addresses and messages supplied by you. If there is an error in the shipping information you provide, please let me know as soon as possible at info@nanascandyshop.co.uk

Refund Policy

Goods returned should be in their original condition and packaging in which they arrived. Once received, items will be checked, and Refunds/exchanges will only be offered on faulty items and at the management’s discretion

Nana’s Candy Shop cannot issue refunds on unwanted personalised gifts/chocolate, sweet items due to the perishable nature of goods on sale.

My order arrived damaged, and items are missing or broken.

If a personalised gift is damaged, then please contact us with the exact details of what is missing/damaged, your order number, and images of how the parcel arrived. You can email these details to info@nanascandyshop.co.uk

During hot weather, we do not offer refunds for chocolate products that may arrive melted or damaged. We can’t control how parcels arrive, so these items are more likely to melt on route, and we advise against ordering this during hot weather.

If you order a chocolate bar and the item is snapped or broken inside the packaging, but the product can still be eaten, we do not refund you for this, as the item is 100% edible.

My delivery is late. Can I get a refund?

We know it is annoying when deliveries are late; however, once the parcel has left us, we have zero control over when or how it is delivered.

We are ONLY able to refund your order if your order has reached 14 days of no movement on our couriers’ tracking system. This is not 14 days from the point of ordering; it is 14 days of no movement on the tracking system.

This is the only point our courier classifies the parcel as lost, as up until this point, the parcel is still active and can (and has been) delivered up to 30 days after we have sent the parcel out.

You will receive a full refund once this time has passed.

The courier says my parcel has an issue and to contact the sender

Generally, this is a generic message and is no real help to anyone, so we must contact the courier and wait for a response as to why there is an issue. Generally, it is because the parcel has been damaged or cannot be delivered.

Once we have received a response from the courier, we will be able to resolve and offer you a refund on the order only; this does not include the postage costs

The courier told me my parcel is lost and to contact you

If you have spoken to the courier and they say the parcel is lost and to speak to us about a refund, we are still not able to offer you a refund until the 14 days of no movement on the tracking system have passed.

This is because the courier chat agents often send a generic reply, and the parcel is not lost and ends up being delivered 2 days later.

The parcel has arrived after I received a refund

We will refund customers if the parcel is deemed as “lost” after 14 days of no movement on the courier tracking system. However, if the parcel is then delivered to you, we will require payment for the goods in full and will seek payment via a direct invoice to you. Payment is required for these items within 48 hours.

 I have received the wrong item in my order

If you received the wrong item in your order, please email info@nanascandyshop.co.uk with your name, order number, details of what you received, and details of what was missing.

We will either resend the item based on value or offer you a refund or the original item’s value.

I sent the order to the wrong address

If you enter an incorrect or incomplete address and do not inform us of this, and the parcel is then delivered, we are not able to offer you a refund. We do ask you to check your address on the order confirmation emails, and if this information is not passed on, we have no way of knowing the address is wrong.

We reserve the right to reduce the amount of refund given to you for any reason we see fit, based on the circumstances as to why the parcel was returned.

Data Protection Policy

Nana’s Candy Shop commits to protecting your privacy and promises only to use information collected about you following the Data Protection Act 1998.

When you place an order, we may ask you for certain information, and you may submit personal data to Nana’s Candy Shop (for example, your name, phone number, postal address, email address, contact, and bank details). We may also record which products you are interested in and which products you purchase, as well as customer traffic patterns and store use.

Discount Code Terms and Conditions

Official Nana’s Candy Shop Discount Codes entitle you to an extra percentage (specific to the Discount Code in question) off your next online order. Discount Codes can only be used once per customer, cannot be used in conjunction with any other promotion or offer, remain our property right to use alternative manufacturers for all sweets on offer, and therefore cannot guarantee that the ingredients listed will match exactly those sent previously.  Nana’s Candy Shop only sources the highest quality sweets to provide you with the best-tasting treats.

There is no cash alternative. Discount codes exclude sale and delivery charges. We reserve the right to withdraw them and refuse or restrict any order at any time.

Discount codes exclude sale and delivery charges. We reserve the right to withdraw them and refuse or restrict any order at any time.