Shipping FAQ

Time frame and cost (B2C)

Due to high order volumes please allow an extra 1-2 days for processing!

We aim to ship all orders placed by 2pm (Monday-Friday) on the same day wherever possible.

All orders after this time or in very busy periods may take longer. If you have order a pre-order within your order please refer to the product description for expected delivery timescales.

 

Orders containing Pre-Order items are shipped together. Please consider placing seperate orders to not delay your other items.

We are currently receiving a  large number of orders over weekends so there may be a an extra day needed to process orders from Sunday’s and Monday’s.

  • Standard is charged at £3.99. Available on orders upto 1kg. Deliveries usually take 2-3 working days however in some instances this may take longer. Deliveries are made by Royal Mail between 8am and 9pm and can arrive over the weekend but not guaranteed.
  • Express (upto 2kg) is Charged at £4.99. Available on orders upto 2kg. Deliveries usually take 1-2 working days however in some instances this may take longer. Deliveries are made by Royal Mail between 8am and 9pm and can arrive over the weekend but not guaranteed.
  • Express (upto 2-10kg) is Charged at £5.99. Available on orders upto 2kg. Deliveries usually take 1-2 working days however in some instances this may take longer. Deliveries are made by DHL between 8am and 9pm and can arrive over the weekend but not guaranteed.
  • Express (2kg - 30kg) is Charged at £5.99. Available on orders upto 30kg. Deliveries usually take 1-2 working days however in some instances this may take longer. Deliveries are made by Parcelforce between 8am and 9pm and can arrive over the weekend but not guaranteed.
  • DPD Next Day Service is charged at £6.99 for Mainland UK Orders. DPD will send a text or email on the morning of Delivery to give you your 1 Hour Delivery Slot. Orders will be delivered the next working day if orders are placed by 2pm (Monday-Friday) Orders placed after 2pm will be processed and shipped on the next working day.
  • Free Shipping for orders over £49.99 and under 30kg shipped to the UK Mainland. Free Shipping excludes wholesale items. Remove wholesale items from your cart if you wish to have free shipping. Mainland parcel will be shipped on an Express service either RM24 for lighter orders or DHL/DPD for heavier ones. If the order is above 30kg and/or requires more than one parcel extra shipping charges will be incurred.
  • Saturday Delivery Order by 2pm Friday for this service. Mainland UK Orders only. Orders will be delivered via DPD
  • Sunday Delivery Order by 2pm Friday for this service. Mainland UK Orders Orders will be delivered via DPD
  • Northern Ireland Delivery Orders under 2kg will be shipped via Royal Mail timescale is 3-5 working days at £4.99. Orders over 2kg will be shipped via DPD timescale is 2 working days at £9.99. DHL Express NI Now available for parcels up 15kg for £5.99.

In busier periods we may revert to a simplified Standard or Express delivery Options only. 

 

Parcels are shipped Monday to Friday (Our Working Days) Parcelforce/DHL/DPD Next Day will be Delivered on Mondays-Friday. 
If the order is above 30kg and/or requires more than one parcel extra shipping charges will be incurred.
We are closed weekends and bank holidays. 
We ship all parcels to the requested address at the time of the order being placed.
There may be an opportunity to request to leave in a safe space or deliver to an alternative address offered by †he couriers.
We will not accept responsibility for parcels that are lost or damaged as a result of these requests.
 
Weekends & Bank Holidays are not classed as working days. 
Any orders placed on a Bank Holiday or a weekend, or after the cut off time on a Friday will be processed on the following working day. 

If you have selected Next Working Day Delivery or Saturday/Sunday delivery, the courier will not deliver on a Bank Holiday - the parcel will be delivered on the following working day after the Bank Holiday.

 

Delays with the couriers can happen especially during busy periods. We do not offer refunds for delays with the couriers as this is out of our control. 

 

 If you need an update please email us on info@candymail.co.uk 

 

Orders from the Following Post Codes will be sent Via Royal Mail and may take longer to reach the destination:

 

Aberdeen AB31-AB35
Aberdeen AB41 - AB54
Northern Highlands AB36 - AB38
Northern Highlands AB55 - AB56
Argyll FK17 - FK21
Northern Highlands HS1 - HS9
Northern Highlands IV1 - IV63
Arran KA27
Argyll KA28
Northern Highlands KW0 - KW14
Orkney Shetland KW15 - KW17
Argyll PA20 - PA78
Dundee PH15 - PH18
Northern Highlands PH19 - PH29
Northern Highlands PH32 - PH33
Northern Highlands PH45 - PH48
Argyll PH30 - PH31
Argyll PH34 - PH44
Argyll PH49 - PH50

Orkney Shetland

 ZE1 - ZE3

 

Isle of Wight and Isle of Man orders will be shipped via Royal Mail. These postcodes are subject to updates at any time.

Northern Ireland, Isle of Man and the Isles of Scilly

Shipments to Northern Ireland, the Isle of Man and Isles of Scilly will be shipped by Royal Mail and may take up to 5 working days to arrive in some cases.

 

What happens if you were not home when delivery was attempted?

Couriers will attempt to deliver 3 times before the parcel is sent back to us. To enable us to redeliver UK mainland parcels we will charge an additional £3.99 delivery fee. International parcel delivery will be charged at cost.

My Parcel has not arrived

if your parcel has not arrived with a couple of days of the expected arrival don’t panic, just email us at info@candymail.co.uk for a tracking update and we will get back to you asap. Please contact us if you have not received your parcel within a few days of the expected delivery date. 
If your parcel tracking states the parcel has been delivered but you have not received it please email us immediately for us to raise an investigation. This must be done within 14 days of the delivery date as couriers will not investigate after this time period.

In many cases the item has been left in an outside safe space or with a neighbour so it is advisable to also check these places.

 

Tracking

Tracking can be requested by adding your email or number to the order.

Tracking links will be automatically sent to you from either Royal mail, EVRI or DPD depending on the service you have chosen.

 

If you have any queries please email info@candymail.co.uk 

 

Returns

In the event you wish to refund an order with free shipping we will deduct the cost of shipping from the refund. Returns must be made within 14 Days of receipt and in the original condition it was received in.

Please note we do not accept returns for broken Pringles/Lay's due to their fragile nature. Also Cans with Dents in them or damage to cereal boxes. Please see our returns policy for full details.

 

My Parcel has arrived Damaged

Please notify us at info@candymai.co.uk within 48 Hours with Photographs of the damaged items and packaging so that we can find a resolution for you. We need to be notified as soon as possible to enable us to make a claim.

 

Wholesale Shipping:

All items are priced including VAT. Invoice provided upon request.

Our Wholesale Shipping terms apply to Wholesale items:

All wholesale Items are shipped via DPD at £6.99 upto 30kg to Mainland UK addresses only.

Free Wholesale Delivery on Orders over £500

Pallet Delivery Charged at £80 for orders under £800

Please note Orders that are over 30kg and or require several shipping boxes may incur extra shipping charges.