Delivery & Returns
Delivery Information
Dispatch
We aim to dispatch all orders placed before 12:00pm (Monday-Friday) the next working day. Any orders placed after 12:00pm we aim to dispatch within 2 working days. We will send an email confirmation once your order has been dispatched by our warehouse.
Delivery & tracking
We have 3 delivery options available. Your dispatch email will include a tracking number but the tracking service varies depending on the service chosen.
Super Saver Delivery - £1.99 (5 - 7 working days)
Our super standard delivery has a low priority despatch and may take longer than our standard tracked delivery - however its a great option if you are not in a rush to receive your item!
Tracked delivery - £3.49 or FREE for orders over £25 (3-5 working days)
Tracked delivery is sent via Royal Mail or HIVED on a 48-hour service, with no signature required upon delivery. You can track your order in full, once it's been received by the courier, by clicking on the tracking number in your dispatch email. Royal Mail aim to deliver your parcel within 2-3 working days (inc. Saturdays) but their delivery date is only an estimate.
Express delivery - £8.50 (1-2 working days). Next day if ordered before 1pm monday to friday
Express delivery is sent on a DPD 24-hour service. You can track your order in full, once it's been received by DPD, by clicking on the tracking number in your dispatch email. DPD aim to deliver next working days (inc. Saturdays) but their delivery date is only an estimate.
PLEASE NOTE that with either delivery service, the delivery time and estimated delivery date (where applicable) are estimates only and are not guaranteed.
Returns, Refunds and Exchanges
We are grateful for each and every customer at Candy Kittens, so if something isn't quite right, please let us know! In the unlikely event that you haven't received something you ordered, your order has been damaged in transit, or you've simply changed your mind, we're here to help.
Returns
If you no longer want your order, you can cancel your order and return it to us up to 30 days after it has been delivered to you. If 30 days has gone by since your order has been delivered, unfortunately, we can't offer you a refund or exchange.
Please be aware we do not offer free returns for unwanted items, so you'll need to cover the cost for returning item(s) to us. We advise shipping with a tracked delivery service and keeping your proof of postage, as we cannot issue a refund until we receive the item(s) back to us.
To be eligible for a refund, your item(s) must be returned to us in their original condition. This means that they are unused, unopened, and in their original packaging. Any item not in its original condition, is damaged or has any missing parts for reasons not due to our error, may not be eligible for a full refund, nor is any item that is enquired about more than 30 days after delivery.
To initiate a return, please submit an enquiry via our Contact Us page within 30 days of receiving your order. Please make sure you include your full name and order number so we can help you out as quickly as possible. Please do not return your order without contacting us first.
Please note that we cannot offer returns or refunds on the below items:
- Gift Card
- Mystery Box, or other sale items with shorter-than-usual shelf life, as detailed on their product page
- Personalised items.
Refunds (if applicable)
Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item, along with the approval or rejection of your refund. If you are approved, then your refund will be processed and you will receive your funds back to your original payment method.
Once processed, refunds can take up to 3-5 working days. If it's after this time and you still haven't received your refund, please follow the steps below before contacting us:
1. Check your bank account again
2. Contact your credit card company, as it make take some time before your refund is officially posted.
3. Contact your bank, as there is often some processing time before a refund is posted.
If you've done all of this and still haven't received your refund yet, please submit an enquiry via our Contact Us page quoting your full name and order number.
Exchanges (if applicable)
We can only replace items if they are defective or damaged or received the wrong item, and we will only replace with the same item(s) as per your original order. If there is a problem with your order or an item in your order and you need an exchange please send an email to support@candykittens.co.uk along with:
- A photo / photos of the defective or damaged item(s)
- Your full name and order number.
We will get back to you as soon as possible with details of how to return your item for an exchange. Please note, in most cases, we will not be able to send out your exchange until we have received your item(s) back to us. We apologise for the inconvenience this may cause.