Refund policy

Last updated: 6 October 2026

Changed your mind

You can cancel your order for any reason within 14 days of the day you receive it. For orders delivered in more than one parcel, the 14 days start when you receive the last one.

• Tell us you want to cancel by WhatsApp, email or a quick visit to the shop, with your order number.
• Send the items back, or bring them into the shop, within 14 days of telling us.
• Items should be unused and in their original condition and packaging. You can check an item as you would in a shop, but if it's been used or damaged we may reduce your refund to reflect that.
• You pay the cost of sending items back, unless they're faulty or we sent you the wrong thing.

Your refund

We'll refund you within 14 days of receiving the items back (or of you showing us proof that you've sent them). Refunds go back to the payment method you used. If you return your whole order, we also refund the standard delivery charge you paid. If you chose a more expensive delivery option, we refund the cost of Standard delivery.

Things we can't take back unless they're faulty

• Sweets, pick 'n' mix, chocolate and other food, as they go out of date.
• Helium-filled balloons, as they're inflated to order. Please see our balloon care & guarantee.
• Personalised or made-to-order items.
• Sealed items that have been unsealed and can't be returned for health or hygiene reasons.
• Gift cards.

Trading cards (Pokémon and others)

• Sealed products can be returned: booster packs, boxes, tins and collections can be sent back within 14 days, as long as they're still sealed and in the condition you received them.
• Opened products: the cards inside are random, so opening a sealed product goes beyond what's needed to check it. If it comes back opened, the law allows us to reduce your refund by the loss in value, which for an opened pack is usually its full price. Please only open it once you're sure you're keeping it.
• We can't accept returns or exchanges because of the cards pulled from a pack.
• Damaged on arrival? Please tell us as soon as you can with photos of the parcel and the product, ideally within 48 hours, so we can put it right quickly and claim from the courier. This doesn't affect your legal rights.
• Limited releases may have a limit per customer. We may cancel and fully refund orders that go over the limit.

Faulty, damaged or not as described

If something arrives faulty, damaged or not as described, please contact us as soon as you can, ideally with a photo. Under the Consumer Rights Act 2015 you're entitled to a full refund if you tell us within 30 days of receiving it. After that we'll offer a repair or replacement, or a refund if that isn't possible. We cover the cost of returning faulty items.

How to return something

1. Contact us first: WhatsApp 07365 001155 or email info@sweetsnthings.co.uk, with your order number.
2. Pack the items safely with a note of your name and order number.
3. Post them to: Returns, Sweets 'n' Things, The Maltings, Worle, Weston-super-Mare BS22 6JB. Or bring them into the shop during opening hours.

We recommend using a tracked service, as we can't refund items that don't reach us.

Exchanges

The quickest way to swap something is to return it for a refund and place a new order. If you're local, pop into the shop and we'll sort it there and then.

This policy doesn't affect your statutory rights. See also our Delivery & Returns page and Terms & Conditions.