We only accept returns by prior arrangement and within 7 days of delivery. You will need to contact us to be given an RMA (a number which will reference the return so we can process it when it arrives back in our warehouse). A refund will be issued for the goods only, 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 the customer paid when ordering will be deducted from the refund and a re-stocking fee of £6.00 + vat will be also be charged. A refund will be issued to you within 30 days from the date the returned goods arrive back at our warehouse via the method of payment used when ordering.
Please be aware that if you order enough of a particular item which entitles you to bulk discount, and return only some of the item, your refund will be calculated as if you only ordered the amount you keep. 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.
Should your order qualify for free or reduced delivery rates and you subsequently choose to return some of the goods for refund 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 relevant amount that would have been applied from your refund. For example: your order is for £200 ex vat to one UK address. This would be sent carriage paid as the order exceeds the £195 ex vat threshold. If you then return £50 worth of stock, we will refund the £50 stock MINUS the £7.95 carriage fee that would have been applied if the order had only been for £150 ex vat initially and MINUS the £6.00 re-stocking fee. Therefore the refund would be for £36.05 ex vat.
However, if you return all or part of an order which qualified for either carriage paid or reduced shipping and has been 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 £45.00 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, plus the £6.00 restocking fee before refunding the remaining amount.
We reserve the right to recover any shipping costs incurred by us when an order has been shipped and subsequently returned.
Please see our Terms & Conditions.
Please send items to:
Returns Dept
Candi Gifts
Unit 11 Lowestoft Enterprise Park
School Road
Lowestoft
Suffolk
NR33 9NA
Please ensure you include your full name & address details and also the order ID number.
We do not operate on a sale or return basis.
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Due to ongoing improvement of our product range, please allow for slight variations in colour or design.
All our baskets are hand-crafted from natural materials - therefore please allow tolerances on all sizes quoted. Sizes quoted are measured from the top and outside of each basket, not including handles (where applicable).
