Last updated: 8 October 2026
We want you to be happy with what arrives. This page explains exactly where you stand — both when you have simply changed your mind, and when something has gone wrong.
If something is wrong, we fix it
If your order arrives damaged, melted, incomplete, incorrect or in any way not what you ordered, email david@scoopandbloom.co.uk with your order number and a photograph, within 30 days of delivery.
We will send a replacement or refund you in full, whichever you would prefer. You will never be asked to pay postage on a faulty or incorrect order, and in most cases we will not ask you to send anything back — a photograph is enough.
This is your right under the Consumer Rights Act 2015, and nothing on this page takes away from it.
If you have changed your mind
Sealed packs: 14 days
Anything sold in its own sealed pack — treat bags, Pez, Hi-Chew, chocolate bars, freeze dried pouches, anything from our Bags & Boxes range — can be returned if you change your mind.
- Tell us within 14 days of receiving your order, by email.
- Send the items back within 14 days of telling us.
- They must be unopened and resaleable.
- You pay the return postage. We recommend a tracked service, because until it reaches us it is your responsibility.
- We refund the price of the goods plus the standard delivery charge you originally paid, within 14 days of receiving them back.
Pick and mix pouches and sweet trays: not returnable
We cannot take back a build-your-own pouch or a sweet tray once it has been dispatched. These are filled by hand to the exact combination you chose, which makes them goods made to your specification under regulation 28(1)(c) of the Consumer Contracts Regulations 2013 — the 14-day cooling-off right does not apply to them. In practical terms, loose sweets that have left our premises cannot be put back in the jar and sold to somebody else.
But if you have made a mistake, tell us immediately. We pick and pack in batches, and if your order has not been filled yet we will change or cancel it happily, regardless of what the regulations say. Email us the moment you spot it and we will do our best.
And again: if the problem is that we got it wrong, or something is faulty, the paragraphs at the top of this page apply and you are covered in full.
Warm weather and chocolate
Chocolate softens above about 20°C. Between May and September we will not post chocolate lines if the forecast makes it likely they will arrive as a solid block, and we will contact you to swap them or hold the order. If chocolate does arrive melted, that counts as a faulty order and we will replace or refund it — email us a photo.
How to start a return
- Email david@scoopandbloom.co.uk with your order number and what the problem is. Add a photograph if something is damaged or wrong.
- We will reply within one working day with what to do next, and the return address if we need the items back.
- Please do not send anything back before you have heard from us — we may not need it, and we do not want you paying postage for nothing.
Refunds
Refunds go back to the card or account you paid with. Once we have processed it, the money usually appears within three to five working days, depending on your bank.
We refund within 14 days of either receiving the returned goods or agreeing the refund, whichever is sooner.
Parcels that have not arrived
Royal Mail does not treat an item as lost until it is well overdue. For first class post that is 10 working days from the date of posting. If your order has not arrived by then, email us and we will either send a replacement or refund you — we deal with Royal Mail, not you.
Please do check with neighbours and look for a "something for you" card first; most missing parcels turn out to be sitting at a local delivery office.
Incorrect delivery address
We post to the address you give us at checkout. If it was wrong and the parcel is returned to us, we will refund the goods but not the original postage, and you are welcome to reorder. If you spot the error before dispatch, email us straight away and we will correct it.
Our address
We are an online shop and do not have a counter you can call in at. Returns are by post only, to an address we will give you when you contact us. Please do not send anything back without emailing first.