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.

Standard Delivery to Mainland UK is charged at £3.99. Standard Delivery can take 3-5 Working Days. 

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 Caribou or Yodel 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 Yodel or Caribou and may take longer to reach the destination:

 Isle of Wight and Isle of Man orders will be shipped via Caribou

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 Caribou or Yodel 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.

Deliveries to Northern Ireland, Channel Islands and the Isles of Scilly cost £6.99 and can take 3-5 working days to arrive.

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.

A tracking link will be sent automatically from our freight handlers 'Caribou' if sent via Caribou or from DPD, which ever 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.