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Returns Policy

Our online returns policy lasts for 30 days from purchase. If more than 30 days have passed since your purchase, we unfortunately cannot offer a refund or exchange.

To be eligible for a return, your item(s) must be unopened and/or unused, in the same condition as you received them and in the original packaging.

To process your return, we will require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer – send them back to Hancocks at the following address:

Hancocks (World of Sweets) Ltd,

Unit 8B,

Manton Wood Enterprise Park,

Worksop,

Nottinghamshire,

S80 2RS

Please note: this does not apply to items purchased in-store. For in-store returns, contact the store of purchase.

Discrepancies

Any discrepancies must be reported to the World of Sweets (Hancocks) Ltd customer service team within 24 hours of receiving your order.

Out of stock lines: Should an item become unavailable when we are processing your order we will only charge for the stock we send.

Stock Dates: We always aim to provide the best dates on all our products. If you have a specific requirement, however, please contact our customer service team directly.

Missing items must be highlighted to our customer service team within 24 hours of receipt of goods. Late claims will be treated as invalid.

Damages

We seal all packages with security tape. If you receive any packages with damaged or missing tape, contact our customer service team immediately.

Damaged packages must be signed for as 'Damaged' and you must again notify our customer service team immediately.

Any damaged items must be raised with our customer service team within 24 hours of receipt of goods.

Photographic evidence must be supplied for any damages reported. Please email these to [email protected] along with your order details.

Non-Damaged Items

As long as products are not defective we can accept returns within 30 days of receipt of goods.

Items must be in an unopened condition, still in their original packaging (as sold), and well within their shelf-life.

You will need to cover the associated delivery costs for the returned unwanted products.

Refunds (If Applicable)

Once your return has been received and inspected, we will send you an email notifying you that we have received it. We will also notify you whether your refund has been approved or rejected.

If approved, your refund will be processed and credit will automatically be applied to your original method of payment.

Card payments should be in your account within 24 hours, whilst Bacs and PayPal transactions can take 3-5 days.

Late or Missing Refunds (If Applicable)

If you haven’t received a refund, first recheck your bank account. It may take some time before your refund is officially posted.

If you are still concerned, contact your bank. After this, if you still have not received your refund, please contact us at [email protected].

Exchanges (If Applicable)

We only replace items if they are defective or damaged. If you want to exchange an item(s), send us an email at [email protected] detailing your exchange request.

Delivery times for approved exchanges may vary depending on the delivery address.

Returning Items

Please do not return any items without first contacting our customer support team.

You can email them at [email protected], or phone them on 0330 2020903. They are available from 08:00am - 6:00pm Monday to Friday and 09:00am - 12:00pm on Saturdays.

Cancellations

Cancellations must be made before your order has been picked. If the order has already been picked, cancellation will be subject to a re-stocking fee of up to 5% of your order value (minimum fee of £20 ex VAT). This will be deducted from the value of your refund.

To cancel an order please contact our customer support team. You can email them at [email protected], or phone them on 0330 2020903. They are available from 08:00am - 6:00pm Monday to Friday and 09:00am - 12:00pm on Saturdays.