Shipping FAQ

Time frame and cost

Orders placed by 12pm (Monday-Friday) will be shipped the same day wherever possible. All orders after this time or in very busy periods may take longer.

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.

RM48 to Mainland UK is charged at £3.99. Standard Delivery can take 2-3 Working Days. This is a fully tacked service from Royal Mail. This is available for all orders upto 2kg

DPD Next Day Service is charged at £5.49 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 12pm. Orders placed after 12pm will be processed and shipped on the next working day.
Free Shipping for all orders over £50 shipped to the UK Mainland. Mainland Orders will be shipped via the DPD Next Day Service.
 
Saturday Delivery Order by 12pm Friday for this service. Mainland UK Orders only.
Sunday Delivery Order by 12pm Friday for this service. Mainland UK Orders only.

Free Saturday or Sunday Delivery on all orders over £80. Please select this at the checkout!
Parcels are shipped Monday to Friday (Our Working Days) DPD Next Day will be Delivered on Mondays-Friday.  We are closed weekends and bank holidays. 
We ship all parcels to the requested address at the time of the order being placed. With DPD there is an opportunity to request to leave in a safe space or deliver to an alternative address. We will not accept responsibility for parcels that are lost or damaged as a result of these requests.
Local Collection
If you are local to our Warehouse at NR31 0NT you can collect your order and save the shipping fees!
We will aim to have your order ready by 4pm if you place the order by 12pm (Monday-Friday). If there is a delay we will let you know. Orders placed after 12pm will be ready the next working day.
Our warehouse is closed on Weekends and Bank Holidays.
Please leave your phone number with your order so we can contact you if there are any issues.

 

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. 

 

Standard Delivery are sent Via Royal Mail depending on Postcodes a fully trackable national Service. Bulky orders or orders over 10kg May incur an extra box shipping charge of £3.99. Shipping weight is calculated at the checkout.

 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

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.


Unfortunately we are unable to ship to the Channel Islands at the moment.

 

We now offer a Two Day DPD Delivery to Northern Ireland for £9.99 (Currently Suspended)

Unforeseen events at the couriers, weather conditions and the ability of the courier to deliver may effect the timescale of delivery. We cannot be held responsible for delays caused by this.

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 or DPD depending on the service you have chosen.

International and Express Tracking will  be sent automatically by DPD.

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 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.

 

This Next day Service applies to the Mainland UK only

 

European Delivery Options Currently suspended.

We will be Introducing DPD Delivery for the following locations:

Republic of Ireland

£9.99 (Two Day Service)

Belgium, France, Germany, Luxembourg

£10.99 (2-3 Day Service)

Austria, Denmark, Switzerland

£12.99 (3-5 Day Service)

Czech Republic, Italy, Slovakia, Spain

£14.99 (4-5 Day Service)

Croatia, Estonia, Finland, Hungary,
Poland, Portugal, Slovenia,
Sweden

£17.99 (5-7 Day Service)

Weight Limits Apply.

 

Coronavirus update

During the current coronavirus pandemic, delays are expected and we cannot guarantee delivery timescales and there may be delays to your parcel of up to 10 days. We will do our best to get your parcel to you as quickly as we can.

We are using best practice whilst handling your order and there is currently no evidence of virus transfer from mail items.