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Delivery & Returns

Deliveries

When will my order be shipped?
All orders placed before 2:00pm (Monday-Friday) will be dispatched the same day. Any orders placed after 2:00pm will be dispatched the next working day.

We will send an email confirmation once this has been dispatched by our warehouse.

What are my delivery options?
We currently have 3 delivery options available;

Standard delivery: 3-5 working days
Standard delivery is sent via The Delivery Group and handed over to Royal Mail for the final delivery. This is a partially tracked service and you can track your order up until your parcel has been handed over to Royal Mail.

Tracked delivery: 2-3 working days 
Tracked delivery is sent on a Royal Mail Tracked 48 hour service. Royal Mail aim to delivery your parcel between 2-3 days (inc Saturdays) but please note this is not a guaranteed service. You can track your order once this has been received by Royal Mail and no signature is required when delivered. 

Express delivery: Next working day (delivered via Parcel Force)
This is a fully tracked service with guaranteed next working day delivery and requires a signature on delivery. Please note: Orders placed before 2:00pm will be dispatched the same day. Any orders placed after 2:00pm will be dispatched the next working day.
Deliveries are not made on a weekend so any orders placed on a Friday (before 2:00pm) will arrive on Monday.

Do you offer free shipping?
Yes, we offer free shipping for orders £30 and over


Can I track my order?
Your dispatch email will include a tracking number but the tracking service varies depending on the service chosen. 

Standard delivery: This is a partially tracked service. You can track your order up until The Delivery Group hands over your parcel to Royal Mail where the rest of the delivery is untracked. 

Tracked delivery: This is a fully tracked service and you can track your order with an estimated delivery date by clicking on the tracking number on your dispatch email. Please note, this service provides an estimated date for delivery and is not a guarantee.

Express delivery: This is a fully tracked service with a 2 hour delivery window. You can track your order by clicking on the tracking number on your dispatch email. 

Returns & Refunds 

We have a 30 day return policy. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original unopened packaging.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@candykittens.co.uk.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@candykittens.co.uk.

Return shipping
You will be responsible for paying for your own return shipping costs for returning your item. Return costs are non-refundable.

We do advise using a tracked service to return your order as we don’t guarantee that we will receive your returned item.