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Returns Policy

In accordance with distance selling regulations we have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. Our pick n mix products are heat sealed in our factory for freshness and quality control. We also use a security seal on the packaging to ensure it has not been tampered with, these need to be intact for your return to be accepted, unless your item is damaged.

You’ll also need your original order information such as name, address and email address.

Due to the nature of the products being sweets and confectionary, Project Pick n Mix Limited cannot be responsible for items that lose their texture, shape or taste due to the environments they have been exposed to during delivery.

Rest assured all items leave our premises in their perfect condition and therefore returns due to these reasons will not be accepted. If you order chocolate during the summer is it likely to lose shape and possibly melt and hence it is recommended that you put this in the fridge for a few hours until the chocolate has hardened. This may affect the enjoyability and/or shape of the chocolate. 

To start a return, you can contact us at [email protected] 

If your return is accepted, you will need to purchase a return shipping label unless the product is damaged or incorrect. We will send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at [email protected]

Late Parcels

If you have paid for an express guaranteed delivery and your package does not arrive within the stipulated time frame, you may be entitled to a refund on your shipping. We do not refund shipping if there was an attempted delivery and you were not at the delivery address to receive the delivery.  

Standard shipping does not come with a delivery  guarantee. Our Shipping service endeavour to deliver within the stated time frame, however, during busy periods and more recently Covid-19 deliveries can be late. We do not accept liability if your parcel is late due to an attempted delivery and you were not at the delivery address to receive the delivery.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In this case we will provide a shipping label for your return.

Exceptions / non-returnable items

By law certain type of items cannot be returned, like perishable goods (such as food) and custom products (such as special orders or personalised items).

However we are still happy to accept returns on items that are incorrect, defective or damaged. When you email [email protected], one of our advisors will evaluate your return information and explain what we can do for you. 

Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on gift cards and discontinued items.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

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