Frequently Asked Questions
Got a question? You'll find the answers to the ones we're asked most below. If you can't see what you need, email us at orders@broadwaycandy.com and we'll get back to you within 24 hours, Monday to Friday.
Delivery
How long will my order take to arrive?
UK orders placed before 1pm, Monday to Friday, are dispatched the same day on a Tracked 24 service, so most arrive the next working day. Orders placed after 1pm, at the weekend or on a bank holiday are dispatched on the next working day, so please add a day.
Our standard Tracked 24 service aims for next-day delivery, but the carrier can't guarantee it, so occasionally a parcel may take an extra day. If you need a guaranteed delivery date, choose Guaranteed Next Day at checkout.
During busy periods (such as Christmas), please allow one extra day for processing.
Do you offer guaranteed next-day delivery?
Yes. Guaranteed Next Day delivery is available in the UK for £11.99. Orders must be placed before 12pm on a working day. Orders placed after 12pm, at the weekend or on a bank holiday are processed on the next working day.
How much does delivery cost?
- England, Scotland, Wales and Northern Ireland: FREE on orders over £35, or £3.99 for orders under £35.
- British Forces (BFPO): £4.99 on orders over £35, or £9.99 for orders under £35.
- Guaranteed Next Day (UK): £11.99.
The exact cost is always shown at checkout before you pay.
Do you deliver outside the UK?
Yes, we deliver to the EU. EU delivery takes 5–11 working days and includes duties and taxes, so there are no surprise charges on arrival: £36 for orders under £120, or £78 for orders over £120.
Which couriers do you use?
UK orders are sent with Royal Mail or Evri. You'll receive tracking details by email once your order has been dispatched.
What if it's hot weather?
We can't control the temperature while your parcel is in transit, so please bear this in mind when ordering chocolate, nougat or anything else that could melt in warm weather. We're unable to replace or refund items that melt in transit. If it happens, just pop them in the fridge and enjoy!
Your order
Can I change my delivery address after ordering?
Please check your address carefully before placing your order. If you spot a mistake, email us straight away at orders@broadwaycandy.com. We'll do our best, but once an order has been packed and dispatched we can't change it. Parcels sent to an incorrect address entered at checkout can't be replaced at our cost.
My parcel hasn't arrived. What should I do?
First check your tracking link and any safe-place note left by the courier. If it still hasn't arrived, email us at orders@broadwaycandy.com with your order number. Please contact us within 21 days of placing your order. After that, we're unlikely to be able to resolve it with the courier.
For missing or late parcels we need to open an investigation with the courier, which can take up to 5 working days. We'll keep you updated throughout.
What payment methods do you accept?
We accept Visa, Mastercard, Maestro, American Express, PayPal, Apple Pay, Google Pay, Shop Pay and more. All payments are taken securely at checkout.
Returns, damages & refunds
Can I return something?
Yes. You have 14 days from receiving your order to request a return. Email orders@broadwaycandy.com first. Please don't send anything back without contacting us, as unannounced returns can't be accepted. If your return is approved, we'll send you a label and instructions.
If the return is because of our mistake (for example, a wrong or damaged item), you won't pay for the return. Otherwise, the return postage is at your cost. Gift cards can't be refunded.
My item arrived damaged or incorrect. What do I do?
Please check your order when it arrives and contact us immediately with photos of the items you received. We need photos to put things right with a refund or replacement.
Please note:
- Damage to the outer packaging only (where the product inside is fine) isn't eligible for a refund or replacement. It means the packaging did its job!
- We can't refund or replace broken chocolate, pretzels, crisps or similar fragile products.
- We can't accept returns where the outer packaging design differs from the photo but the product inside is the same.
How long do refunds take?
Once we've received and checked your return, we'll let you know if your refund is approved. Approved refunds go back to your original payment method. Shipping costs aren't refunded, and if your order had free shipping, the shipping cost is deducted. Your bank may take a few days to show the refund.
Our products
How fresh are your products?
We guarantee that all products have at least one month's shelf life from the date we ship them, unless the product description says otherwise. If a product has less than one month left, we'll clearly show its "Best before" date on the product page. Need an exact date? Just ask!
What do "Expires" and "Expired" mean in a product name?
These are short-dated items that are close to, or past, their "Best before" date, offered at a big discount. A "Best before" date is about quality rather than safety, so these products are still good to enjoy. The date is always shown in the product title so you know exactly what you're buying.
Are your products kosher?
Many of our products are kosher, but we're not a kosher-only shop. We add "NK" (Not Kosher) to the end of a product's name where it applies. Because this is done by hand, it may occasionally be missed. If you're unsure about a product, email us and we'll check for you.
Do you have vegan, gluten-free or sugar-free options?
Yes, lots! Browse our Vegan, Gluten Free, Dairy Free and Sugar Free collections. Always check the ingredients and allergen information on the packaging before eating, especially if you have an allergy.
Something I want is out of stock. Will it come back?
Most of our lines are restocked regularly. On the product page, use the "Notify me" button and we'll email you as soon as it's back.
Offers & wholesale
How does the 15% case discount work?
Our 15% case discount is already applied to the case price of eligible products, so you don't need a code. Just choose the "Case" option on the product page. If a case is already on sale for more than 15% off, the extra 15% doesn't apply on top.
Do you offer wholesale?
Yes, we supply businesses. Please fill in our Wholesale Enquiries form and our team will be in touch.
Still need help?
Email us at orders@broadwaycandy.com or use our contact form. We aim to reply within 24 hours, Monday to Friday.