Ordering from Mr Snoep has never been this easy! Don’t see your question here? Feel free to get in touch.
What’s the delivery time?
We do our very best to ship your order as quickly as possible. The current delivery time is shown during checkout.
In some cases, a product may unexpectedly be out of stock or have a longer delivery time. We’ll always keep you updated on when your order will be shipped.
Delivery is handled by DHL, DPD, or PostNL. In most cases, your order will be delivered the next working day between 9:00 and 18:00.
When will my parcel be shipped?
Order on a weekday before 14:30? Then we’ll do our best to ship your parcel the same day, because we get that you want to enjoy your sweets as soon as possible!
We’re closed on weekends.
Orders placed after 14:30 or during the weekend are processed on the next working day.
What are the shipping costs?
Shipping costs Netherlands
For orders up to € 20.00, shipping costs are € 6.95.
For orders from € 20.00 to € 35.00, shipping costs are € 4.95.
From € 35.00, orders are delivered for free.
These conditions also apply when using a voucher from one of our partners.
Shipping costs Belgium and Germany
Orders up to € 40.00: € 5.95
Orders from € 40.00: free shipping
All amounts include VAT.
Shipping costs other EU countries
Austria: € 9.95
Denmark: € 12.95
France: € 12.95
Bulgaria: € 18.95
Czechia: € 13.95
Estonia: € 15.95
Finland: € 16.95
Greece: € 19.95
Croatia: € 17.95
Hungary: € 17.95
Ireland: € 13.95
Italy: € 12.95
Latvia: € 15.95
Lithuania: € 14.95
Luxembourg: € 9.95
Portugal: € 12.95
Romania: € 18.95
Poland: € 14.95
Spain: € 12.95
Slovakia: € 14.95
Slovenia: € 14.95
Sweden: € 14.95
Maximum shipping weight per parcel: 23 kilograms.
What if my house number is missing from my order?
Without a house number, unfortunately we can’t ship your order.
So please email klantenservice@mrsnoep.nl as soon as possible with your order number and your full address, and we’ll update it right away for you.
You can also send us a WhatsApp message via +31 6 29557531.
When can I expect my track & trace?
As soon as your order has been shipped, you’ll automatically receive an email with the track & trace. You can also always find it in your own account.
Haven’t received an email? Please check your spam folder. Still nothing there?
Feel free to contact us by email or WhatsApp: +31 6 29557531, and we’ll send the track & trace again.
How are the products shipped?
Your order is packed with the greatest care and shipped with PostNL or DHL. From Hoorn, your order goes via PostNL or DHL to a distribution center, where it’s then delivered right to your door. Quite a journey! But so far with very few complaints and lots of happy mrsnoep.nl customers!
Can I cancel my order?
Changed your mind and want to cancel your order? No problem—just let us know as soon as possible. Your order may already have been shipped; in that case, we can try to stop the delivery. In some cases the courier is already on the way with your parcel, and you can refuse it at the door. The parcel will then be returned to us. If you accept the parcel, you can no longer cancel or return it. (Only non-food products can be returned.
Can I return my order?
Unfortunately, for safety reasons Mrsnoep cannot accept returns of food items, even if they are unopened. (By law, the right of return does not apply to food.)
* If you have a complaint about a product or received the wrong delivery, you must always keep the product. We may ask you to send the product back. We cannot accept returns of opened packaging.
Non-food products can of course be returned within 14 days. If you want to return a non-food product, please contact us at klantenservice@mrsnoep.nl
Did I receive the wrong product?
Sometimes things go wrong. Always check your order. Something not right? Let us know within 48 hours of receiving it by emailing info@mrsnoep.nl
* If you have a complaint about a product or you received the wrong delivery, you must always keep the product. We may ask you to return it / exchange it.
* Sometimes a product may end up in the wrong category; however, no rights can be derived from this.
Please check the ingredients and nutrition information carefully before buying to avoid disappointment.
If you did receive the wrong product, you can always return it, but please note: return shipping costs are at your own expense.
What happens if I enter the wrong address or don’t pick up my parcel?
If you enter an incorrect delivery address when placing your order, don’t pick up your parcel from a pick-up point in time, or return an order without a valid reason, the parcel can’t be delivered successfully and will be automatically returned to us.
In these cases, we have to charge additional costs for handling, return shipping, and any reshipment. We apply a fixed fee of €6.95 per return shipment.
Want the parcel to be sent again? Additional shipping costs may apply.
We therefore recommend always checking your address details carefully and only placing an order when you’re sure you can receive the delivery.
Am I missing a product?
Annoying when your order isn’t complete. Let us know as soon as possible—no later than 48 hours after delivery—by emailing us at klantenservice@mrsnoep.nl.
Always keep the invoice and the box your order was delivered in. In some cases, we may ask you for extra information or photos.
Of course, we’ll make sure you get a suitable and fast solution. In many cases, we won’t send the missing product separately—we’ll refund the purchase amount instead. We do this partly for environmental reasons, to avoid unnecessary transport.
Is a product past its expiration date?
That’s obviously not the intention. Double-check that it isn’t the production date—especially with overseas products, this can sometimes be confusing.
If you received a product that’s past its best-before date and this wasn’t stated in the webshop, please email us with a photo showing the product and the date clearly.
* If you’re making a complaint about a product or a wrong delivery, you must always keep the product. We may ask you to return it.
Is a product damaged?
Even though we do everything we can to pack your order as well as possible, it may happen that a product or order arrives damaged. If a product is damaged to the point that it can no longer be consumed, you can contact us so we can offer a suitable solution. Please let us know by email as soon as possible, but no later than 48 hours after receipt.
* If you report a damaged product, you must always keep the product. We may ask for photos or ask you to return the product.
How can I contact Mr Snoep?
There are lots of ways to reach MrSnoep.
Email: klantenservice@mrsnoep.nl
Social Media: Facebook | Instagram | TikTok | Twitter
Chat window: You can always leave a message in the chat window in our webshop at the bottom right of your screen. If a team member is available, you can also chat live.
Got other questions? We’re happy to help. Use the form below or email klantenservice@mrsnoep.nl
You can also call us, of course! You can reach us by phone at +31 6 29 55 75 31
When is candy gluten-free
When it comes to ingredients, sweets often contain glucose syrup, glucose-fructose syrup, and things like (malto)dextrin. These ingredients can come from wheat, but they don’t have to. A manufacturer only has to mention this when it contains >20 mg/kg of gluten.
The glucose syrup is from corn and/or wheat, but below the limit.
Product out of stock
Very occasionally, a product may show as in stock on the website, but the packing slip states “out of stock.” This can happen for various reasons, such as the best-before date having passed, the product getting damaged during packing, or there not actually being enough stock available. In all cases, you will of course receive a refund to your account.
Can’t find what you’re looking for?
Send us an email to tell us what’s going on, and someone from our customer service team will get back to you as soon as possible. Make sure to include your order number (if you have one).
Email us at klantenservice@mrsnoep.nl