Due to ongoing improvements of our ranges, you may find slight variations in colour or design of some products including baskets, shred, cellophane and ribbons, which can differ between batches. We aim to select items from the same batch, but this is not always possible, therefore you may see slight variations between the items you receive. All baskets are hand-crafted and made from natural materials, so you must allow for tolerances of 1-2cm on all sizes quoted. Measurements are external at the widest points, not including handles, unless stated.
We aim to keep images accurate, but they are primarily for guidance. If you need exact details or measurements, please contact us and we'll be happy to advise if we can fulful your requirements.
Delivering your Order
On the day of despatch we will send you a shipping notification to the shipping email address you give on your order, which will advise of consignment details. You must enter this information accurately or you will not receive the notification. For courier deliveries, an email will also be sent to you by Interlink Express on the day of delivery advising when they expect to arrive with you, with a link to the tracking facility should you wish to view progress.
All deliveries are made by our courier Interlink Express or Royal Mail Tracked Monday to Friday (except Bank Holidays and company closures) to the shipping address given. Unless you have upgraded your service, your goods will ususally be delivered between 8am and 6pm. You must provide the delivery address and postcode correctly as we will use the information you supply and this is where your order will be sent. We cannot be responsible for goods not received because they have been delivered to an address which you gave incorrectly. If the address is unlocatable and the courier is unable to deliver because of incomplete or incorrect details given, your consignment may be returned to us at your cost. The same charges will apply as for returned orders. We use a courier so shipments are traceable, but for your convenience we have introduced an option to leave your goods with neighbours or in a safe place. By requesting us to leave your order with someone else or somewhere without a signature, all insurance offered by the courier is voided and in these circumstances we cannot accept claims for any missing goods.
PLEASE NOTE: If your order is NOT received within the timeframe given on your shipping notifications, you must let us know within 48 hours by calling us on 01502 501681 or emailing salesdesk@candigifts.co.ukand providing your order ID. We can then investigate the delay. WE HAVE A LIMITED TIME PERIOD IN WHICH WE CAN RAISE A CLAIM WITH THE COURIER FOR MISSING CONSIGNMENTS. IF YOU DELAY IN TELLING US THAT YOU HAVE NOT RECEIVED YOUR PARCELS, CAUSING THE CLAIM TO FALL OUTSIDE THE TIMESCALE ALLOWED, WE CANNOT GUARANTEE TO EITHER REFUND OR REPLACE GOODS. IN THESE CIRCUMSTANCES REFUNDS ARE LIMITED TO WHAT IS RECOVERABLE FROM THE COURIER COMPANY. FAILURE TO TELL US IN TIME THAT YOUR GOODS HAVE NOT BEEN DELIVERED MAY RESULT IN YOUR CLAIM BEING REJECTED.
Damages / Missing Items
We take every care to make sure your order is sent complete and in good condition and have several checks and procedures in place to ensure this happens. When your consignment arrives you must carefully examine all items, and any damages or missing goods must be notified in writing within five working days from the date of delivery as claims outside this timeframe will not be considered. You must notify us either by email to salesdesk@candigifts.co.ukor post to Customer Services, Candi Gifts, Units 3-5 Quayside Business Centre, School Road, Lowestoft, Suffolk NR33 9NW. We will investigate the claim and may ask you to provide additional information. You MUST retain all boxes and packaging as well as the damaged goods and all other items delivered as we will require photographic evidence of these and may also require their return. Failure to do this may invalidate your claim. Once we have carried out our investigations, we will advise how we will proceed dependant on our findings.
Postage and Packing Charges and Timescales
UK Mainland (excluding Scottish Highlands and remote areas) Standard Carriage on orders valued under £250 ex vat are charged at a flat fee of £5.99 and shipping is FREE on orders over £250 ex vat. This is usually a 3-5 working day service, but you must allow 7-10 working days from date of order for your delivery to reach you - especially at peak times. We do offer a guaranteed Next Working Day Express service at £19.99 per order, which must be received before 11am on the day of despatch (weekdays only, not including Bank Holidays and Company Holiday Shutdowns). Orders received after 11am will be processed the following working day. Please be aware that Standard Carriage delivery times are a guide and are not guaranteed by Interlink Express, therefore we cannot be held responsible for any delays beyond our control causing your consignment to be delivered outside of these times. If your order is needed within a certain timescale, it is your responsibility to select the appropriate shipping option to guarantee your goods are with you in time.
Scottish Highlands and mainland remote areas Standard Carriage on orders valued under £250 ex vat are charged at a flat fee of £5.99 and shipping is FREE on orders over £250 ex vat. This is usually a 3-5 working day service, but you must allow 7-10 working days from date of order for your delivery to reach you - especially at peak times. A Next Working Day service is not available to these areas. Please be aware that Standard Carriage delivery times are a guide and are not guaranteed by Interlink Express, therefore we cannot be held responsible for any delays beyond our control causing your consignment to be delivered outside of these times. For large orders that need to be palletised, additional shipping charges may be incurred, which are dependant on delivery destination. We will advise of these charges prior to despatch.
Scottish Isles (including Skye), N. Ireland, Isle of Wight and Isle of ManCarriage to offshore areas is £18.50 on orders under £250 ex vat and £12.50 on orders over £250 ex vat. This is usually a 3-5 working day service, but you must allow 7-10 working days from date of order for your delivery to reach you - especially at peak times. This is not guaranteed due to location. A Next Working Day service is not available to these areas. You must select the correct shipping option at checkout for Offshore deliveries. If shipping is underpaid, we will call you to take the remainder prior to despatch. If you choose to cancel your order rather than pay the correct shipping, cancellation fees will apply. For large orders that need to be palletised, additional shipping charges may be incurred, which are dependant on delivery destination. We will advise of these charges prior to despatch.
Channel Islands of Jersey and GuernseyCarriage is £18.50 on orders under £250 and £12.50 on orders over £250. This is usually a 3-5 working day service, but you must allow 7-10 working days from date of order for your delivery to reach you - especially at peak times. This is not guaranteed due to delivery location. A Next Working Day service is not available to these areas. VAT is not charged on orders to the Channel Islands of Jersey and Guernsey, but you must select this option as the shipping destination when entering your details at registration so it doesn't calculate VAT and add it to your total. For large orders that need to be palletised, additional shipping charges may be incurred, which are dependant on delivery destination. We will advise of these charges prior to despatch.
Republic of Ireland Carriage is charged at cost with a minimum of £18.50 per box. The website will only charge for the first box. If the items are too bulky or too heavy to be shipped in one box, we will advise you via email that further carriage charges will be required. For large orders that need to be palletised, shipping will be charged at £120 per pallet. We reserve the right to cancel an order and refund your payment should you decide not to pay any extra carriage charges as required. If you are registered for VAT in ROI, please advise us of you vat number before making payment and we can exempt your orders. Payment will only be accepted by Bank Transfer. Credit cards, debit cards and Paypal are not acceptable forms for payment for orders outside the UK.
All Other Non-UK Delivery Locations Carriage is charged at cost with a minimum of £18.50 per box depending on location. Most orders can be sent with Interlink Express, but we will advise of carriage charges once your order has been received. We reserve the right to cancel an order and refund your payment should you decide not to pay carriage charges as required. If you are registered for VAT, please advise us of you vat number before making payment and we can exempt your orders. Payment will only be accepted by Bank Transfer. Credit cards, debit cards and Paypal are not acceptable forms for payment for orders outside the UK.
You MUST provide the delivery address and postcode correctly as we will use this information to ship your goods and this is where your order will be delivered. We cannot be responsible for goods delayed or not received because they have been delivered to an address which you gave incorrectly. If the address is unlocatable and the courier is unable to deliver because of incomplete or incorrect details given, your consignment may be returned to us at your cost. It is also your responsibility to ensure that someone will be available to sign for and take delivery of the consignment at the shipping address you give. If no-one is available, a card will be left by the courier for you to contact the depot directly and make alternate arrangements. IF YOU DO NOT MAKE CONTACT WITH THE DEPOT AND THE GOODS ARE SUBSEQUENTLY SENT BACK TO US, YOUR ORDER WILL BE CANCELLED AND TREATED AS A RETURNED ORDER. YOU WILL NOT BE REIMBURSED FOR YOUR ORIGINAL SHIPPING COSTS AND YOU WILL ALSO INCUR FURTHER SHIPPING CHARGES AS APPLIED BY THE COURIER FOR THEIR RETURN. IN ADDITION A £15.00 + VAT CHARGE FOR ADMINISTRATION AND RE-STOCKING, AND 4% OF THE TOTAL PAID, OR £5.00 (whichever is the greater) WILL BE RETAINED TO REIMBURSE US FOR THE PROCESSING FEES WE ARE UNABLE TO RECOVER. These will be deducted from your refund which will be issued within 30 days from the date the returned goods arrive back at our warehouse. If your order qualified for free carriage and is returned, we reserve the right to reclaim the actual shipping charges incurred by us when the order was sent and any costs applied by the courier to return the order to us. We use a courier so shipments are traceable, but for your convenience we have introduced an option to leave your goods with neighbours or in a safe place. By requesting us to leave your order with someone else or somewhere without a signature, all insurance offered by the courier is voided and in these circumstances we cannot accept claims for any missing goods.
Returns and Cancellations
Items can be returned to us within 7 days of delivery by prior arrangement only. We require you to send them back along with a completed Returns Form and charges will apply. A refund will be issued within 30 days for the goods only from the date they arrive back in our warehouse, providing they are returned unused and undamaged. Carriage costs paid when ordering and incurred returning the items will not be reimbursed, and any carriage costs we have incurred over and above any shipping charges you paid when placing your order will be deducted from the refund. A fee of £15.00 + vat will be also be charged for re-stocking and administration (waived if a new order is placed within 30 days and not cancelled), and 4% of the total order value or £5.00 (whichever is the greater) will be retained to reimburse us for the processing fees we are unable to recover. Should your order qualify for free or reduced delivery rates and your order is subsequently returned to us in full or in part, and in turn reduce the actual spend on the corresponding order to below the total spend needed to qualify for the free or reduced shipping charges, we will deduct the carriage fee that would have been applied to your order or the actual carriage costs we paid (whichever is the greater), from your refund.
For example: your order is for £260 ex vat to one UK address. This would be sent carriage paid as the order exceeds the £250 ex vat threshold. If you then return £50 worth of stock, we will refund the £50 stock MINUS the £5.99 carriage fee that would have been applied if the order had only been for £210 ex vat initially and MINUS the £15.00 re-stocking fee and MINUS £5.00 processing and admin charges. Therefore the credit would be for £24.01 ex vat. However, if you return all or part of an order which qualified for either carriage paid or reduced shipping and the actual cost of the carriage exceeded the amount you were charged - for example we may have sent several heavy boxes or shipped on pallets - we reserve the right to claim back the actual shipping costs we have paid in sending the goods to you. For example, you may have ordered a large consignment of hampers which would entitle you to free or reduced shipping, but would actually incur shipping charges of a minimum £60.00 to ourselves to deliver the goods to you. If you decide to return them to us, we will claim back from you the actual pallet shipping rates we were charged by the courier, in addition to the re-stocking fee and processing fee before issuing any refund. We reserve the right to recover any shipping costs incurred by us when an order has been shipped and subsequently returned. Orders cancelled and/or returned to us after reporting discrepancies will also incur all return charges and fees as shown above if we are not at fault.
If you request us to instruct our courier to collect some or all of your order for return to us, there is a minimum charge of £15.00 ex vat for this service. If the actual return charge is more than £15.00 ex vat due to collection location, weight or size, then the actual amount we are charged will be deducted from the refund. If you are not available for the collection at the agreed time and further costs are incurred, these will also be passed on to you.
We do not operate on a sale or return basis and therefore would expect that if you choose to return an item, you would return the whole amount of that item and not the ones you don't sell or need. We reserve the right to reject requests to return part quantities of an item purchased. Please be aware that if you order enough of a particular item which entitles you to bulk discount, and we accept the return of only some of the item, your credit will be calculated as if you only ordered the amount you keep.
We do not exchange goods. If you have made an error when ordering, you will need to return the goods to us (as above) and place a new order for the correct ones. This will be treated as a completely separate order and will be processed in the normal way.
If you wish to cancel an order or part of an order, please let us know as soon as possible. Providing your goods haven't left our warehouse, we can implement this immediately, but please be aware, there is a cancellation fee of 4% of the total order value, or £5.00 (whichever is the greater) to cover administration and payment processing fees. We are unable to recover these and would therefore deduct this prior to issuing a refund. Cancellations by telephone can stop the goods leaving but will not be refunded until we receive confirmation by email to salesdesk@candigifts.co.uk or in writing to our postal address. If your order has already left us, we cannot stop it from going through the system and you will need to return it as per the information above.
**************
Payment must be cleared prior to dispatch. We do not offer account facilities to Standard Accounts.
All prices are in GBP and we only except transactions in Sterling. Should you use a credit or debit card or any other method which is converted from a different currency into GBP, we are not liable for any charges you may incur. Should a refund need to be issued for any reason, we will refund the value in GBP. We cannot be responsible for any loss of funds due to fluctuations in the exchange rate or any charges you may incur. Bank charges for BACS payments are for the buyer.
Payment methods accepted are: Visa, Mastercard, Visa Delta, Solo and Switch. Cheques or postal orders/bankers drafts to be made payable to Candi Gifts. Cheque payments will need to clear before goods can be dispatched - please allow an extra 14 days. Send cheque and postal order/bankers draft payments to: Candi Gifts, Units 3-5 Quayside Business Centre, School Road, Lowestoft, Suffolk NR33 9NW.
We are Wholesalers and this is aTrade Onlywebsite and we supply only toBusinesses (including Start-Ups), Charities and Organisations.
By agreeing to our Terms and Conditions you are confirming that you are a Trade customer. All customers will be bound by our Terms & Conditions which are governed by UK law and need to be accepted before you can complete your purchases. Orders placed over the telephone will be bound by our Terms & Conditions automatically. To order from Candi Gifts, you will first need to register and create a login (click here).
All prices on this site are subject to the addition of VAT at the current rate. E & OE.
WE RESERVE THE RIGHT TO REFUSE AN ORDER AND/OR CANCEL AND REFUND ANY ORDER PRIOR TO DESPATCH WITHOUT PROVIDING A REASON.
Candi Gifts is a trading name of Jaffa Imports Ltd
Units 3-5 Quayside Business Centre, School Road, Lowestoft, Suffolk NR33 9NW Vat no. 977 0041 17 Company no. 6900998
