🚚 Shipping, Delivery & Returns

General Dispatch & Working Days

Dispatch days: Monday–Friday (our working days).

Closed: Weekends and UK bank holidays.

Orders placed after our daily cut-off, during weekends, or on UK bank holidays will be processed on the next working day.

UK Delivery Services

• Standard delivery services operate Monday–Saturday depending on courier availability.
• Express courier services operate Monday–Friday unless a paid weekend service is selected at checkout.
• Weekend delivery availability depends on postcode coverage and courier capacity.

🎄 Christmas Dispatch Notice

During our busy festive period (mid-November to Christmas), our warehouse team works extra hard — including weekends — to get your orders ready as quickly as possible.

Please allow an additional 1–2 working days for processing during peak periods due to significantly increased order volumes.

You may occasionally receive a dispatch confirmation over the weekend before the courier physically collects your parcel on the next working day. This simply means your order has been packed and prepared early for dispatch. 🎅✨

📍 Address, Safe Places & Alternative Addresses

We ship to the address entered at checkout.

Some couriers may offer:

• Safe place delivery
• Parcel diversion
• Delivery to neighbours or pickup locations

If you choose these options directly with the courier, you accept responsibility for the parcel once delivered according to your selected preference.

Candymail cannot accept liability for loss, theft, damage, or missing items resulting from customer-authorised delivery changes.

⏳ Delays

Courier delays can occasionally occur, especially during:

• Peak seasons
• Severe weather
• Customs processing
• High parcel volume periods

As these are outside our control, refunds are not provided for courier transit delays once a parcel has been dispatched.

Need help? Email:
info@candymail.co.uk

and our team will gladly check your tracking information.

🇬🇧 UK Service Notes & Exceptions

Working Days

Weekends and UK bank holidays are not classed as working days.

If you select an express or weekend delivery service, parcels will not be delivered on UK bank holidays. Delivery will move to the next available working day.

📦 Heavy / Multi-Parcel Orders

Orders exceeding 30kg or requiring multiple parcels may incur additional shipping charges.

We reserve the right to:

• split shipments,
• change courier services,
• or request additional shipping payment for unusually large or heavy orders.

Free shipping offers exclude wholesale or pallet-sized orders.

🚚 UK Delivery Services

Courier services used may vary depending on:

• parcel size,
• order weight,
• destination,
• and courier availability.

📮 Postcode Areas Routed via Royal Mail

The following destinations may experience slightly extended delivery times and are commonly routed via Royal Mail services:

Aberdeen

AB31–AB35, AB41–AB54

Northern Highlands

AB36–AB38, AB55–AB56, HS1–HS9, IV1–IV63, KW0–KW14

Argyll

FK17–FK21, KA28, PA20–PA78, PH30–PH31, PH34–PH44, PH49–PH50

Arran

KA27

Dundee & Highlands

PH15–PH29, PH32–PH33, PH45–PH48

Orkney & Shetland

KW15–KW17, ZE1–ZE3

Isle of Wight & Isle of Man

Subject to Royal Mail routing and local courier availability.

Northern Ireland & Isles of Scilly

Allow up to 5 working days in some cases.

📬 Missed Delivery & Redelivery

Couriers typically attempt delivery up to 3 times before returning the parcel to us.

Redelivery Charges

• UK mainland redelivery: from £3.99
• International redelivery: charged at cost

If a parcel is returned to us due to:

• failed delivery attempts,
• incorrect address details,
• or refusal by the customer,

original shipping charges are non-refundable.

🔎 Tracking Information

Please provide your email address and mobile number at checkout to receive courier tracking updates.

Tracking notifications are usually sent automatically by:

• Royal Mail
• DPD
• DHL
• or the selected courier provider

Need help locating your parcel?
Email:
info@candymail.co.uk

📦 “My Parcel Has Not Arrived”

If your parcel has not arrived a few days after the estimated delivery date, please contact:
info@candymail.co.uk

If tracking shows the parcel as delivered but you cannot locate it, please contact us within 14 days of the marked delivery date so we can open an investigation with the courier.

Please also:

• check safe places,
• check with neighbours,
• and check any delivery photo provided by the courier.

Couriers may reject investigations opened outside their investigation window.

↩️ Returns (Change of Mind)

If you return an order that originally qualified for free shipping, our outbound shipping cost may be deducted from your refund.

Returns must:

• be requested within 60 days of receipt,
• remain unopened and unused,
• and be returned in original condition and packaging.

Please see our full Returns Policy for complete details.

Fragile Products

Due to the fragile nature of some products, we cannot offer refunds or replacements for:

• broken Pringles/Lay’s tubes,
• dented cans,
• minor cosmetic damage,
• or crushed cereal boxes caused during transit.

📦 Damaged Parcels

If your parcel arrives damaged, please email:
info@candymail.co.uk

within 48 hours of delivery and include:

• clear photographs of the outer packaging,
• photographs of damaged items,
• and your order number.

This allows us to raise a courier claim and resolve the issue as quickly as possible.

🇪🇺 EU Customs Update – From July 2026

From 1 July 2026, the European Union is introducing new customs charges on low-value parcels entering the EU from non-EU countries.

Some EU countries may also introduce:

• parcel handling fees,
• customs administration fees,
• or additional import processing charges.

These charges are outside our control and are the responsibility of the customer where applicable.

We continue to monitor changes across EU member states and may update shipping methods or checkout systems where required.

💬 Need More Help?

For the latest shipping updates, courier changes, and regional delivery information, please visit our Shipping Information page or contact:

info@candymail.co.uk