Shipping policy

When will my order be shipped?

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.

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

What are my delivery options?

We have 2 delivery options available. Your dispatch email will include a tracking number but the tracking service varies depending on the service chosen.

Tracked delivery - £4.49 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)
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.

Do you offer free shipping?

Yes, we offer free shipping for orders £25 and over.

Can I track my order?

Your dispatch email will include a tracking number where you can track the status of your order. Please note though, delivery times are always an estimate and your tracking links will provide the most accurate information on delivery.

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.