faq

Frequently asked questions

What is LUA candy's return policy?


We strive to make sure all of our candy arrives to you delicious and undamaged. If you wish to return a product damaged during shipment, please contact Customer Support at INFO@LUACANDY.COM. Please include your order number in email as well as any damages or concerns you have with your order and a photograph of the item. Allow 24-48 hours for response. A member of our team will contact you with a return authorization and instructions on how to return your goods




Can I cancel my order?


Unfortunately we aren't able to cancel or change any orders once they have been made. If you made an error in your order please contact us at INFO@LUACANDY.COM and we will work on a resolution based on the specific situation.




What is the shelf-life of the candy and how should I store it?


All of our candies are made to order gourmet handcrafted candies with no preservatives. Our chocolates will have a best before date stamped on them, we recommend checking your candies for these dates. Refridgerate chocolates when not serving to extend the shelf life. Lollipops have a shelf-life for 3 months from the day your order is fulfilled.




Where do you ship?


We currently only ship to Canada. If you are interested in having LUA Candy shipped to you internationally please contact INFO@LUACANDY.COM and we will give you a custom shipping quote. Please review our shipping policy.




Can LUA candy customize or personalize a candy order for me?


LUA candy is able to customize and personalize almost all of the offerings in our shop including our chocolate bars and lollipops. If you are ordering for an event and would like a large quantity please contact our team at INFO@LUACANDY.COM.




I have an allergy or intolerance, how do I find out which candy I can eat?


All products are processed in a facility that processes peanut, tree nuts, soy, wheat and dairy products. If you have a specific allergy and would like more information on our candy please email info@luacandy.com




I'd like to place a bulk order, how do I do that?


Bulk orders are considered 10 or more of one item. For more information on bulk discounts and orders please email info@luacandy.com




When will my candy ship?


One of the amazing things about LUA candy is each item is made specially for you and your order. All LUA candy products are hand made and custom made to order. We do not have any stock/inventory of pre-made candies. Please allow 3-4 business days to have your candies made and shipped. If you have a deadline or specific date that you would like your candy to arrive please contact our support team at info@luacandy.com prior to placing your order and we will do our best to accomodate it. Please note that due to COVID19 there maybe delays with fulfilling and processing your order. We are diligently working to get orders out in the same timely manner we are accustomed to. Orders may take up to 10 business days to be fulfilled. Canada Post is also experiencing shipment delays.





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