Returns, Exchanges & Cancellations

~RETURNS~
 
Unwanted items can be returned to us within 7 days of delivery with a completed RETURNS FORMA refund will be issued for the goods only within 30 days from the date they arrive back at 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 paid when ordering will be deducted from the refund.
In exceptional circumstances we may accept returns outside of the 7 day limit, but within 14 days. In these cases we will issue a credit note not a refund.

Applicable return fees:
  • 5% of the value of items returned, or £3.50 +vat (whichever is the greater) to cover processing fees and administration
  • plus £15.00 +vat for re-stocking (waived if a new order is placed within 30 days and not cancelled or returned or part returned)
  • plus any shipping charges we incur above the amount actually paid to ship or return the goods. If your order qualified for Free Shipping and you return items, your remaining order may fall below the carriage paid minimum spend level. In these instances we will reclaim the appropriate shipping charge from your refund.
Please be aware that if you return goods with a value lower that the return charges, you will not receive any refund.
 
Please send items to:
 
Returns Dept
Candi Gifts, Units 3-5 Quayside Business Park, School Road, Lowestoft, Suffolk NR33 9NW.
 
We can arrange a collection for you through Interlink Express for which there is a minimum charge of £15+vat. This will cover weights up to 10kg and each additional kilo above this will be charged at 25p. This is due to the additional costs applied by the courier.
 
~ORDER CANCELLATIONS~
 
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 charge to cover administration and payment processing fees we are unable to recover. This will be deducted prior to issuing a refund.
 
Applicable fees for part or full order cancellations:
  • 5% of the cancellation value, or £3.50 + vat (whichever is the greater)
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. Refunds are issued within 30 days of receiving your written confirmation of cancellation.
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 Returns information above.
 
~EXCHANGES~
 
We do not exchange goods. If you have made an error when ordering, you will need to return the goods to us (as above) at your cost, 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.