🚚 Shipping, Delivery & Returns

General Dispatch & Working Days

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

• Closed: Weekends and UK bank holidays.

• Cut-offs: Orders placed on a bank holiday, over a weekend, or after Friday’s cut-off are processed the next working day.

• Next Day services (Parcelforce / DHL / DPD): Deliver Monday–Friday only (unless you’ve selected a paid Saturday/Sunday service at checkout).

🎄 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 early. We will extend processing of orders between 1 and 2 working days due to volume increases.
You may receive a “Shipped” notification over the weekend, but please note that the courier may not collect your parcel until Monday.
Don’t worry — this simply means we’re getting ahead of the curve to make sure your festive treats arrive as quickly as possible! 🎅✨

Address, Safe Places & Alternative Addresses

• We ship to the address entered at checkout.

• Couriers may offer options to leave in a safe place or divert to an alternative address.

• If you choose these, you accept responsibility for the parcel. Candymail cannot accept liability for loss, damage, or missing items arising from such requests.

Delays

Courier delays can occur, especially in peak seasons. As these are outside our control, refunds are not offered for courier delays.
Need an update? Email info@candymail.co.uk and we’ll check tracking for you.

UK Service Notes & Exceptions

Service Days

• Weekends & bank holidays are not classed as working days.

• If you select Next Working Day or Saturday/Sunday delivery, couriers will not deliver on a bank holiday. Your parcel will arrive the next working day after the bank holiday.

Heavy / Multi-Parcel Orders

• If your order exceeds 30kg or needs multiple parcels, additional shipping charges will apply.

Postcode Areas Shipped via Royal Mail (may take longer)

The following destinations are routed via Royal Mail and can have extended transit times:

• 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: PH15–PH18

• Northern Highlands (continued): PH19–PH29, PH32–PH33, PH45–PH48

• Orkney & Shetland: KW15–KW17, ZE1–ZE3

• Isle of Wight & Isle of Man: shipped via Royal Mail (subject to change)

Northern Ireland, Isle of Man & Isles of Scilly: shipped by Royal Mail; allow up to 5 working days in some cases.

Missed Delivery & Redelivery

• Couriers generally attempt up to 3 deliveries before returning the parcel to us.

• UK mainland redelivery: £3.99.

• International redelivery: charged at cost.

Tracking

• Add your email and/or mobile number at checkout to receive tracking updates.

• Tracking links are sent automatically by Royal Mail, Evri, or DPD, depending on the service chosen.

• If you need help, email info@candymail.co.uk.

“My Parcel Has Not Arrived”

• If your parcel hasn’t arrived a couple of days after the expected date, email info@candymail.co.uk for a tracking update.

• If tracking shows Delivered but you haven’t received it, contact us within 14 days of the delivery date so we can open an investigation. (Couriers won’t investigate after this window.)

• Please also check safe places and with neighbours, as parcels are often left there.

Returns (Change of Mind)

• If you return an order that originally qualified for free shipping, we will deduct our shipping cost from the refund.

• Returns must be within 60 days of receipt, unopened, unused, and in original condition/packaging.

• See our full Returns Policy for details.

Please note (fragile items): We don’t accept returns for broken Pringles/Lay’s due to their fragile nature, dented cans, or cosmetic damage to cereal boxes.

Damaged Parcels

If your order arrives damaged, email info@candymail.co.uk within 48 hours with:

• clear photos of the outer packaging and all damaged items, and

• your order number.

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

✅ Tip: For updates, special notices, and courier changes, always check our Shipping Information page.