TERMS OF SERVICE
These Terms apply to purchases made from Candy Cloud Sweets (“we”, “us”, “our”). By placing an order, you agree to the Terms below.
Allergens
Always check the label on arrival. If you have a severe allergy, contact us before ordering.
Freshness
Our sweets are best enjoyed sooner for peak texture. Store cool, dry, away from heat/sun.
Support
Need help? Email info@candycloudsweets.com before ordering if unsure.
1) Ordering & Product Information
When you place an order, you’re making an offer to buy products from us. We’ll confirm acceptance by sending an order confirmation (email or platform confirmation).
- Batch variation: Ingredients, colours, shapes and textures can vary slightly by supplier batch.
- Photos: Product images are for illustration. Your mix may look slightly different depending on stock and batch.
- Substitutions: If a specific sweet is unavailable, we may substitute with a similar item (same vibe + category). If you have strict requirements, email us before ordering.
2) Pricing, Payments & Promotions
Prices are shown in GBP (£) unless stated otherwise. Payment is taken at checkout through our website or the relevant platform (e.g., TikTok Shop).
- Promotions and discount codes can be changed or ended at any time.
- If an obvious pricing error occurs, we may cancel the order and refund you.
3) Allergens, Dietary Preferences & Ingredient Accuracy
Our products are food items. Allergen safety is your responsibility and we strongly recommend checking the packaging label on arrival.
- Cross-contamination: We may handle products containing or made in facilities handling gluten/wheat, milk, nuts, peanuts, soya, and sometimes egg.
- Severe allergies: If you have a severe allergy, email us before ordering so we can advise what’s possible for that batch.
- Dietary terms (e.g., vegetarian/vegan/halal): These are based on supplier information. Ingredient labels are the final source of truth.
You can view our Ingredients & Allergens page for guidance, but ingredient lists can change without notice.
4) Shipping & Delivery
We currently ship within the UK unless stated otherwise. Dispatch times and delivery estimates are shown at checkout or in our Shipping & Returns page.
- Dispatch: We aim to dispatch within the timeframe shown on the product page/checkout (excluding weekends and bank holidays).
- Delivery estimates: Carrier estimates are not guarantees. Delays can happen due to factors outside our control.
- Address accuracy: Please double-check your address. If a parcel is returned due to an incorrect/incomplete address, we may charge a re-delivery fee.
- Risk & ownership: Once the parcel is delivered (or marked delivered by the carrier), responsibility passes to you.
5) Returns, Refunds & Cancellations (Food Items)
Because our products are perishable food items, returns are generally not accepted once dispatched, unless there is an issue with the order.
- Before dispatch: Contact us ASAP to request a cancellation. If we can stop fulfilment, we’ll refund you (minus any non-refundable processing fees where applicable).
- Wrong/damaged items: Email us within 48 hours of delivery with photos of the items and packaging so we can investigate and make it right.
- Change of mind: For food items, change-of-mind returns may not apply once dispatched.
For platform orders (e.g., TikTok Shop), the platform’s resolution/refund process may apply in addition to these Terms.
6) Storage, Heat & Product Quality
Candy can be sensitive to heat and humidity. We’re not responsible for texture changes caused by incorrect storage or exposure to heat after delivery.
- Store in a cool, dry place away from sunlight.
- Do not leave parcels in hot cars, near radiators, or in direct sun.
7) PR Packages, Reviews & Content
If we send a PR package, it is gifted unless explicitly stated otherwise in writing. Reviews are always honest and at the creator’s discretion.
- We may request tagging so we can reshare content.
- Any content shared publicly remains the creator’s property, but by tagging us you allow us to repost/reshare with credit.
8) Liability & Disclaimers
Nothing in these Terms limits your statutory rights as a consumer. To the extent permitted by law, we are not liable for indirect or consequential losses.
- We are not responsible for allergic reactions where allergens or cross-contamination risks are disclosed and the customer did not contact us before ordering.
- We are not responsible for carrier delays or events outside our control.
9) Privacy
We use your information to fulfil orders, provide support, and improve our service. For full details, please see our Privacy Policy (if you have one published).
10) Changes to These Terms
We may update these Terms from time to time. The version posted on our website at the time you order will apply to that order.
11) Governing Law
These Terms are governed by the laws of England and Wales. Any disputes will be handled by the courts of England and Wales.
12) Contact
Candy Cloud Sweets
Email: info@candycloudsweets.com
TikTok: @candycloud.sweets
Facebook: @candycloud.sweets