how are the caramels made?
All our products are made by hand by the in house chefs working tirelessly in creating the finest caramels for all to enjoy. We use our secret cooking method in creating our caramels and popcorn, cooking all our products in small batches, making sure that every jar and popcorn pouch we create gets our love and attention.
Are your Caramels and popcorn vegetarian?
YES, all our products are Vegetarian. We’re also looking at introducing a Vegan Collection soon.
do you use any artificial flavouring, colours or additives?
The simple answer is NO. We at Joey Koala are committed in providing only the finest products to our customers, therefore only the finest ingredients are used in creating our caramels and other products. We only use NATURAL flavourings / extracts in some of our products as flavour enhancers.
How long will my products last?
Our caramels tend to last approximately a year after manufacture as a sealed unopened jar. Once opened, as long as they are in a dry cool place, they should last around 4 weeks. Plenty of time for you to enjoy.
Our Popcorn would typically have a shelf life of 6 Months, Once opened, they would need to be consumed within 5 days. Another way of keeping the popcorn fresher for longer is by sealing the pouch using its Keep Fresh seal attached to the top of the pouch.
why has the caramel i purchased Separated in the jar?
As the caramels within our jars are made from natural ingredients, its only normal for the ingredients to separate over time. There’s absolutely nothing to worry about, if your caramel has started to separate, simply mix the caramel and you’ll be devouring it in no time.
my order has arrived damaged or faulty, what are my options?
If there's ever a case where your order is damaged or faulty, you will of course be able to get a refund or replacement. Please let us know by emailing firstname.lastname@example.org within 3 working days of receiving your order - with the order number, product description, reason for return and whether you require a replacement or refund. If you'd like a refund, you'll receive the full order amount.
can i contact you regarding larger orders?
Yes, we’d love to hear from you, please contact our trade team for large orders at email@example.com.
i have a nut allergy, are your caramels nut free?
Although some of our caramels do NOT contain nuts, we do work in an environment where nuts are handled. So unfortunately we cannot guarantee Nut Free caramels.
when will i Receive my order?
We dispatch all our items by courier for delivery usually within 2 working days. However, rather than keep high levels of stock, we handcraft our products every day to provide the freshest products, so delivery can take up to 5 working days (Unless you've selected the next day option). Please note our team works Mon-Fri. Cut off time for processing an order for next day delivery is 2 pm, so any order after 2 pm on a Friday will be processed as a priority Monday. If you're unsure about anything, drop us an email beforehand.
Glass Jar Safety
We put everything we have into ensuring every order arrives to you, perfectly intact. But as with any fragile item that goes through the post, there's always a small chance of damage in transit. Please check your order carefully when it arrives and if you have even the slightest concern about it just get in touch for a priority replacement.
Where do you deliver?
We deliver to Mainland UK and most Islands. If you're looking to order to an island location please do drop us a quick line to check we can get our products to you.
I live in a remote area, will you still deliver to me?
Please get in touch with us and we’ll let you know whether we can deliver to you.
What if there’s a problem with my order?
More than anything, we want you to be happy with your order. If you need anything contact us. You can use our contact page or drop us an email at firstname.lastname@example.org
How can I track my delivery?
We will supply you with a tracking email. Trade customers receive tracking emails.
Can you change the delivery address or email address after the order has been placed?
Unfortunately, we can’t undo a confirmed purchase. Yes, it is too late to go back. However, if you spot a mistake, drop an email to email@example.com and we will see if there's anything we can do. If you order before 2 pm, we normally try to have it dispatched the same day, so there won't be enough time to change the order. But if we can, we will.
I made a mistake and would like to return my order. Is this possible?
Yes, you can return your order - as long as you send a little email to firstname.lastname@example.org, within 3 working days. Please let us know your order number, product description, reason for return, and whether you'd like a replacement or refund. All orders must be sent back unopened, in the same condition as they were supplied. And, they must be received within 14 days from the date that you received your order. If you'd like a refund, the full order amount will be refunded to you and processed to your payment card. However, we would deduct the cost of delivery to you along. The cost of your return postage will also not be covered.
large/ Trade Orders
PLEASE NOTE! large or trade orders through our online store OVER £500
The Lead time for large/trade orders that have been made through our online store would differ from normal Handling times. Please allow from 7 - 14 working days for your orders to be fulfilled.
As our products are Handmade to the highest standards, depending on the quantity and the order size, we will work tirelessly to get your order out to you within the allocated time. If you have any concerns, please do not hesitate to contact us and we’d be very happy to work with you to resolve them.