Refund policy

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

Our Create Your Own section allows customers to select their sweets and as this is custom made to order we cannot accept returns for these items especially due to Covid 19. 

Due to the nature of the products being sweets and confectionary, NomNom Sweets Ltd 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, it is 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 customerservice@nomnomsweets.com. If your return is accepted, we'll send you instructions on how and where to send your package. All returns must be paid for by the customer unless there was a mistake on our behalf. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customerservice@nomnomsweets.com.

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.

Please note all items leave our premises in their original condition therefore if the item has been damaged in transit, NomNom Sweets holds the right to claim from the courier. We would normally resend the items or offer a refund. Where a refund or replacement is requested we reserve the right to process this once the courier processes the claim for us. This is usually 28 working days from the date of the claim. In order to process a claim for damages with any courier we will need photographic imagery of the outer packaging and any packaging of the items themselves that are damaged. Without this we cannot process a claim.

Exceptions / non-returnable items

We can accept returns on food/drinks that are in their original, unopened packaging however we cannot accept returns on any custom items. This includes but is not limited to, create your own pick and mix bags, custom boxes, custom sweet jars and mystery boxes. However we are still happy to accept returns if we have made a mistake or if the items were defective or damaged in transit. When you email customerservice@nomnomsweets.com, 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, sale items and/or discontinued/clearance 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. As per above you may have to wait up to 28 days to receive a refund. 

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 the refund too.