Help & FAQs
At Mr Humbug we care passionately about customer service and will do everything we can to answer your questions and help you enjoy shopping with us. If you need any assistance in using our site, or if you have any concerns, questions or suggestions, we really want to help.
Some of the most commonly asked questions are listed below but if you have another question please don't hesitate to contact us, we'd love to hear from you!
FAQ Index
- If paying by debit or credit card, can I be sure that the system is secure?
- Can I pay by cheque if I so wish?
- Can I have a delivery address that differs to the invoice address?
- Can I have products gift wrapped and at what cost?
- How much is postage and packing?
- Where do you ship to?
- Do you refund VAT on goods sent to the Channel Islands?
- If my goods are to be shipped outside the UK, how can you guarantee that they will arrive?
- Are there any customs implications of having my goods shipped overseas?
- How long will my order take to arrive?
- What happens if an item is Out of Stock?
- Are the products I buy insured if they are lost or damaged in the post?
- What if I change my mind about a purchase?
- What is the returns process?
- Can I have the choice not to have any direct marketing sent to me?
- Can I be assured that my details won't be passed on to anyone else?
- Do you sell wholesale?
- Do you offer discounts to frequent or bulk purchasers?
- How do I make a purchase?
- Can I place an order by phone?
- What happens if I accidentally select payment by cheque instead?
- What payment cards can I use?
- Which sweets contain nuts?
- Do you list the ingredients for Mr Humbug sweets?
- How do I tell which sweets are gelatine / sugar / gluten free?
- How can I contact Mr Humbug?
Q: If paying by debit or credit card, can I be sure that the system is secure?
A: We have taken steps to ensure the security and privacy of our systems and our user's data and personal information. Our Website uses a market leading secure payment system, Protx which provides secure online credit card and debit card payment solutions for thousands of online and mail order businesses across the UK. Protx has achieved the highest level of compliance under the Payment
Card Industry Data Security Standard (PCI) and adhere to the most stringent levels of fraud screening. Protx ensure customer's details remain secure throughout the transaction process, and also incorporates the additional MasterCard "MasterCard Securecode" and Visa "Verified by Visa" security systems.
At checkout you are directed via Barclaycard Business Services to the ePDQ CPI secure payment environment, where you can pay by debit or credit card. ePDQ CPI automates and completes the transaction and Mr Humbug staff can then fulfil your order. ePDQ-Lite utilises 128 bit SSL encryption, the Industry standard for Financial Institutions, to process card transactions. ePDQ is an online solution for accepting cards over the internet. Cardholder Payment Interface (CPI) is an end-to-end solution that provides a world-class secure service for card payment authorisation and settlement. It allows online trade with flexible, reliable and straightforward integration.
All card details are encrypted using 128-bit encryption; they are not held in clear text on any Website. When you choose to pay online, your card details will not be available to Mr Humbug staff. Your card details are input into Barclayard Business secure ePayments secure site and we do not have access to them at any time. Your card and address details are security checked and verified with the relevant card issuer and your payment is pre-authorised. You will receive a message in your internet browser window to tell you that payment has been authorised, and we will receive confirmation from the payment provider.
If you would prefer not to send your credit or debit card details over the internet, you are still able to choose the goods you require using our shopping cart facility. At checkout you simply choose your preferred payment option: Payment by Credit Card or Cheque.
Q: Can I pay by cheque if I so wish?
A: Payment may be made by personal cheque using our shopping cart facility. Following checkout simply write to us at Mr Humbug Ltd, Greenwich Market, London, SE10 9HZ, UK quoting your Order ID and enclosing a sterling pound cheque drawn on a UK bank account made payable to "Mr Humbug Limited". Please ensure that you write your name, address and order ID on the reverse of the cheque. Please note that Goods will not be despatched until payment by personal cheque has cleared.
Q: Can I have a delivery address that differs to the invoice address?
A: It is no problem to provide an alternative delivery address, such as a work address. Please supply the full delivery address including the full postal code (PO Box addresses are not acceptable for delivery) and a contact telephone number by modifying the delivery address details in your profile.
Q: Can I have products gift wrapped and at what cost?
A: We do offer a bespoke gift wrapping service for our glass jars of sweets only. We do also have an excellent range of ready wrapped gifts in our Gift section.
Q: How much is postage and packing?
A: Throughout UK:
- Order value up to £80 = £4.95 per order
- Order value over £80 = Free of charge
Rest of world:
- Europe: £14.95
- US / Rest of the World: We do not currently ship outside Europe.
Q: Where do you ship to?
A: UK and Europe (soon to be the rest of the world)
Q: Do you refund VAT on goods sent to the Channel Islands?
A: We cannot deduct the VAT at the point of the transaction, but if you call us on 0044 207 871 4944 or email us at info@mrhumbug.com afterwards we will refund any VAT that you have paid.
Q: If my goods are to be shipped outside the UK, how can you guarantee that they will arrive?
A: Items sent overseas always require a signature upon delivery.
Q: Are there any customs implications of having my goods shipped overseas?
A: Generally, because we currently do not ship outside the EU, any duty due on the goods we sell has been accounted for. However, please be aware that we cannot be held responsible for any import taxes or duties levied by authorities in the destination country. If you have any queries as regards duty on imports we suggest you contact your local customs office.
Q: How long will my order take to arrive?
A: We commit to dispatching your order, if placed before midday, that very same working day. If we cannot dispatch it, this will only be because we are out of stock of an item. We will endeavour to dispatch your order within 3 working days. We make every effort to ensure that your order is despatched in a timely manner and gets to you as quickly as possible. Depending on the weight of your parcel we use Royal Mail 1st Class post or Parcel Force. 1st class usually takes 2 to 3 days in the UK. Parcel Force should reach you within 48 hours of dispatch, although outside of mainland UK delivery times will be longer.
We don't send out packages on Saturdays or Sundays.
We cannot be held responsible for the delays caused by any third party.
Q. What happens if an item is Out of Stock?
A; If an item is out of stock temporarily but we are expecting it in shortly then we'll hold your order until we can send everything in one go.
If an item is out of stock for more than 3 days then we'll email you to advise you of the situation and ask you if you would like us to send everything when the missing item arrives in stock, or if you would prefer us to send what we can straight away and the missing item when we receive it. Of course, there will be no extra shipping charge either way.
We reserve the right to replace items with a similar substitute of an equal or greater value in the very unusual circumstance that we are unable to obtain an item (we always strive to send what you order - if you don't like the substitute you can, of course, return it to us).
Q: Are the products I buy insured if they are lost or damaged in the post?
A: Yes, if items are lost in the post they are insured, which is why you are required to sign for your parcel when it arrives. If any item arrives damaged or defective, please contact us in accordance with the Damaged Goods Policy. You should inspect the Goods when you receive them for damage or defects. In the event that your order is incorrectly shipped or found to be damaged or defective, please contact us within 2 working days of receipt of Goods. The Goods should be promptly returned to us including the original invoice and packaging. We will then offer you a full refund or replacement including postage. We will not accept any responsibility for loss or damage to Goods returned in this way until they are received at our address (Returns Dept. Mr Humbug Ltd, Greenwich Market, London, SE10 9HZ, UK). We strongly recommend that returns are sent by 'insured registered delivery' and the original proof of posting is kept.
Q: What if I change my mind about a purchase?
A: We do hope you will be delighted with your purchases. If for any reason you are not pleased with your purchase, please return the Goods, unused and in their original packaging together with the return form supplied with the delivery, within 15 working days from receipt of the Goods to Returns Dept. Mr Humbug Ltd, Greenwich Market, London, SE10 9HZ, UK for a refund or an exchange. Please note that, for reasons of hygiene, we are unable to offer refunds or exchanges on any opened or used product. Additionally, we cannot offer any refunds for customised or bespoke Goods which are not damaged or defective. Please note that we are not responsible for return postage other than for incorrectly supplied, defective or damaged Goods.
Please note: we do our best to ensure that all sweets are sent out in perfect condition - we can not accept responsibility for the climatic conditions experienced once the product has been dispatched e.g. chocolate melting when exposed to heat.
For more information please see the Cancellation, Returns and Exchanges section of our Terms & Conditions.
Q: What is the returns process?
A: Please see the Cancellation, Returns and Exchanges section of our Terms & Conditions.
Q: Can I have the choice not to have any direct marketing sent to me?
A: You will only receive promotional information from us if you opt in by ticking the appropriate box during the registration process, or subscribe to our newsletter via our homepage. You can unsubscribe from our contact list at any time by either submitting a request via our website, replying to a promotional e-mail with the word "unsubscribe" in the subject line, by e-mailing us at info@mrhumbug.com or by telephoning us on 0044 207 871 4944. For more information see the Privacy Policy section of our Terms & Conditions.
Q: Can I be assured that my details won't be passed on to anyone else?
A: We use industry standard security to safeguard the confidentiality and storage of your personally identifiable information in accordance with current UK Data Protection legislation and guidelines we never pass, disclose or sell our customers' personal details to any marketing lists.
Q: Do you sell wholesale?
A: Mr Humbug products are available for trade sales. Please email info@mrhumbug.com for more information. We do not currently operate as a wholesaler / distributor for any of our other suppliers.
Q: Do you offer discounts to frequent or bulk purchasers?
A: For frequent purchasers we have a loyalty scheme. We also run discounts and special offers throughout the year. Currently the best way to take advantage of discounts and special offers is to sign up to our mailing list. Please see our Privacy Policy to learn about why this is safe.
We do negotiate on bulk purchases and these are considered on a case by case basis.
Q: How do I make a purchase?
A: Making a purchase could not be easier. Just browse our shop, and click on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on "Check out" and you will be asked for a few details that we need to be able to satisfy the order.
We accept credit card payment - this is handled by our secure credit card processing facility with Protx.
If you are shopping from outside the UK, just place your order as normal and your credit card company will convert the transaction to your own currency.
Q: Can I place an order by phone?
A: Unfortunately not. We do not process any debit or credit card details here for security reasons.
Q: What happens if I accidentally select payment by cheque instead?
A: At the moment the only solutions are to send us a cheque or to repeat your order. There is no easy way at the moment to convert the order from one payment type to another. There is no need to cancel your original cheque order if you choose to repeat the order and select payment by card - we do not process any of the orders with cheque payment until we receive your cheque.
Q: What payment cards can I use?
A: We can accept all of the major credit and debit cards:
- VISA
- VISA Delta (Debit)
- Mastercard
- Switch/Maestro
- Solo
- Electron
Q: Which sweets contain nuts?
A: We try to check all Mr Humbug sweets to see if the manufacturer has given any information about whether or not the product contains nuts. Where there is such information we have reproduced it on the website. The statement that a sweet contains nuts, may contain traces of nuts or the lack of any statement is a reflection of the status of the sweet to the best of our knowledge and should be treated as such.
As a result of the manufacturing processes involved in sweet production, the fact that we have to change suppliers from time to time in order to provide a constant supply of sweets and the fact that some of the items that we use in the shop may be used for several sweets (e.g. the scales that we use) it is impossible for us to state absolutely that any sweet is guaranteed 100% free of any traces of nut.
Q: Do you list the ingredients for Mr Humbug sweets?
A; We do not currently list the ingredients of every sweet but it is something that we are working on.
Q: How do I tell which sweets are suitable for Vegetarians, or are Sugar and Gluten free?
A: We have added a classification system to help you choose your sweets if you have particular dietary requirements.
By clicking the Dietary section on the Homepage you will be taken to the section of our site which will immediately help in your enquiry. Simply tick the appropriate box on the Dietary Quick Find and press Go. This will immediately produce a list based on your specific request.
In the case of Gluten and Sugar free sweets, we only state this to be the case if we have it in writing from the manufacturer.
We rely on the information provided to us by the manufacturers in order to give you the most accurate information that we can. We have asked manufactuers to advise us should the ingredients for a sweet change and we will request confirmation, on a periodical basis, that the ingredients have not changed. So while we do our very best to ensure that all of the information is completely accurate, we can not guarantee that this will be the case 100% of the time.
Q: How can I contact Mr Humbug?
A: There are a number of ways to contact us;
- Telephone: 0044 207 871 4944 - open 9:30am to 5:30pm (UK time), Monday to Friday. At all other times, messages can be left on our answer phone, and will be returned on the next business day
- Email: info@mrhumbug.com
- Post: Mr Humbug Ltd, Greenwich Market, London, SE10 9HZ, UK