Terms & Conditions

Terms & Conditions
 
All prices for goods and shipping on this site are shown excluding vat, which will be added at checkout at the current rate E & OE.
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 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.

To order from Candi Gifts, you will first need to register your details and create a login. We are wholesalers and by placing an order and agreeing to the Terms and Conditions you are confirming that you are a trade customer and are purchasing from a b2b website. Payment methods accepted are Visa, Visa Debit, Mastercard, Paypal, Bank Transfer and Pro-forma Invoice. Cheques or postal orders/to be made payable to Candi Gifts and will need to clear before goods can be dispatched. Send to: Candi Gifts, Units 3-5 Quayside Business Centre, School Road, Lowestoft, Suffolk NR33 9NW. We only accept payments made in GBP. Once your transaction is complete you will receive an email confirmation of your order with an invoice attached. If payment is made by card over the telephone, we will also send a transaction receipt in the post.
 
It is important if you place your order by telephone, that you check the details on your order confirmation once you receive it. If any errors have been made we can correct them before the order leaves the warehouse. If we do not hear from you before the goods are shipped, we will take this as confirmation that the goods on the order are correct. 
SHIPPING & HANDLING CHARGES AND DELIVERY TIMES
 
UK Mainland (excluding Scottish Highlands and remote areas) Standard Carriage on orders valued under £150 ex vat (or promotional rate if valid) are charged at a flat fee of £6.99 and shipping is FREE on orders over £150 ex vat (or promotional rate if valid). This is usually a 2-3 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 a weekday for same day dispatch (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, 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 and to make sure someone is available to take the delivery.
 
Scottish Highlands and mainland remote areas Standard Carriage on orders valued under £150 (or promotional rate if valid) ex vat are charged at a flat fee of £6.99 and shipping is FREE on orders over £150 ex vat (or promotional rate if valid). 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 Man Carriage to offshore areas is £12.50 on all orders 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 Guernsey Carriage is £12.50 on orders. 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 £14.50 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 £140 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.
 
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. Most items are sent through Interlink Express and with this service you will receive another email from our courier 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. Smaller orders (in size, weight and/or value) may be dispatched with Royal Mail on a 1st class service.

PLEASE NOTE: If your order is NOT received within the time-frame given on your shipping notification, you must let us know within 48 hours by calling 01502 501681 or emailing salesdesk@candigifts.co.uk and providing your order ID. WE HAVE A LIMITED TIME 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. REFUNDS ARE LIMITED TO WHAT IS RECOVERABLE FROM THE COURIER COMPANY IN THESE CIRCUMSTANCES .
FAILURE TO TELL US IN TIME THAT YOUR GOODS HAVE NOT BEEN DELIVERED MAY RESULT IN YOUR CLAIM BEING REJECTED.

All deliveries are made by our courier Interlink Express or Royal Mail Monday to Friday (except Bank Holidays and company closures) to the shipping address given. Unless you have upgraded your service, your goods will usually be delivered between 8am and 6pm. 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 5% OF THE TOTAL PAID, OR £3.50 (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.
 
Damages / Missing / Incorrect Items
We take every care to make sure your order is sent complete, correct 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, missing goods or incorrect items must be notified in writing within three working days from the date of delivery as claims outside this time-frame will not be considered. You must notify us either by email to salesdesk@candigifts.co.uk or 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 or incorrect 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 dependent on our findings.
Orders cancelled and/or returned to us after reporting discrepancies will also incur all return charges and fees as shown below (Returns and Cancellations) if we are not at fault.

 
RETURNS AND CANCELLATIONS

Returns
Unwanted items can be returned to us within 7 days of delivery with a completed RETURNS FORM. A 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 total order value, or £3.50 + vat (whichever is the greater) to reimburse the processing fees we are unable to recover
  • plus £15.00 + vat for re-stocking and administration (waived if a new order is placed within 30 days and not cancelled)
  • plus any courier or carrier 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

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.
  
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.
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.
We do not operate on a sale or return basis and therefore 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.
 
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 cancellation fees:
  • 5% of the total order 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. 
 
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Payment must be cleared prior to dispatch as we do not offer account facilities at present.
 
All prices shown are excluding vat at the current rate 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, Visa Debit, Mastercard, 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.
 
Please be aware we are NOT Retailers, we are Wholesalers and this is clearly indicated throughout the website (including but not limited to the Candi Gifts banner across the top of each page). This is a Trade Only website and we supply only to Businesses (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.

If you are NOT a trade customer and wish to place an order, please visit our online retail store www.jaffaimports.co.uk.

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