Delivery & Returns

We are very pleased to offer FREE delivery on all UK mainland addresses, on orders totalling £40 or over. The option will be available on orders whose basket total is more than £40. Orders that are less than £40 in value will be charged a shipping rate selected at checkout.

Our shipping options are as follows: 

FREE Standard DeliveryOrders over £40 FREE DELIVERY in 3-5 working days.
Standard Tracked Delivery£2.95 Delivery in 3-5 working days.
Express Tracked Delivery£4.95 Delivery within 1-2 working days.
Next Day Guaranteed DeliveryOvernight Next Day - £7.95 (orders must have been placed by noon the previous day). Monday to Friday only.
Saturday Delivery£9.95 Delivery by 5.30pm, orders must have been received by midday the Friday before
European Delivery£9.95 to £19.95. Delivery in 5 working days.
USA Delivery£29.99. Delivery in 7 working days.

 

For further information please call us on 01508 489361 and we will be happy to advise on delivery options.

Delivery Times

Standard delivery times are a guide only and orders often arrive towards the faster end of the delivery estimate.  However you should allow the full time stated when planning your event. We aim to dispatch all orders within 24 hours of ordering (weekday only, we do not dispatch orders during the weekend).

Our orders are sent tracked and you will receive a tracking number in your order confirmation. Depending upon your order contents and the service you have chosen, this tracking may come from various carriers in the form of SMS and email notifications of delivery. At the very least our orders will be tracked to delivery at the address (i.e. signature).

If in any doubt or your order is urgent, we strongly advise you select the overnight delivery option. Other delivery options offer approximate times only, we cannot guarantee a specific date when your parcel will arrive. 

No items are dispatched during weekends and bank holidays. If you order on a Friday, Saturday or Sunday, your order will dispatched the following Monday. If you order on a bank holiday, your order will dispatched the next working day.

 

Overnight Delivery

Urgent overnight deliveries are usually sent via courier, to arrive the next working day. Overnight orders are not delivered on Bank Holidays, they will be delivered the next working day. The courier will usually be sent a one hour delivery window for convenience, with options to deliver to a neighbour or a safe place. It is important to provide us with the correct mobile telephone and email address details so you can fully make the most of this service. Orders will arrive between 8.30 am and 5.30 pm.

PLEASE NOTE THAT OVERNIGHT ORDERS MUST HAVE BEEN RECEIVED BY MIDDAY AT THE LATEST (including Saturday orders). IF YOU NEED YOUR ORDER TO ARRIVE ON A SATURDAY PLEASE SELECT SATURDAY DELIVERY AT CHECKOUT 

We can occasionally accommodate overnight orders that have been placed after 12 midday. Please contact us on 01508 489361 before ordering to confirm if this is possible.

 

Saturday Delivery

Saturday delivery can be selected at checkout. The cut off point for Saturday delivery is midday on a Friday. If it is after midday we can not deliver on a Saturday unless you have called us and we have confirmed it is possible. Delivery on a Saturday can occur between 8.30 am -  5.30 pm.

European Delivery

We offer delivery to Europe with a range of prices depending on destination. Select your country at checkout and you will see the price and a delivery time estimate. We send these orders using tracked courier or occasionally Royal Mail. We always send items tracked. This service usually ensures delivery within 3 -10 working days of dispatch, depending on the country. We also need 1 working day to pack your order, please take this into account when estimating delivery times. We do not guarantee a timeframe for European orders, please use this as guide only. For very large orders we reserve the right to weigh and possibly charge an additional amount for delivery. We will contact you soon after you have placed your order if we need to take an extra delivery charge.

If you refuse delivery of an European package, or return something to us, we will refund your order only once it has arrived back to us. Your refund will be minus any postage and packing charge. Postage and packing charges are non refundable.

Order Queries

If you have a query about an order you have not received yet please call us on 01508 489361, or email us info@candleandcake.co.uk. In the extemely rare event of a parcel going missing or being delayed due to errors with Royal Mail or couriers, we will do our best to track down your parcel, we want you to get your order!  If a parcel has not been delivered on time please notify us and we will arrange for it to be returned. You have 30 days from the point of ordering to notify us of this.

Order Collection

If you live locally to our premises we do offer a collection service. This is a free service, please contact us on info@candleandcake.co.uk before placing your order. Please note that we do not offer a delivery service. If you need your order delivered you must select one of our postage options. We're usually really quick at packing your order up and we'll send you an email as soon as it's ready. Our office is usually open for collections from 9.30 am to 4.30 pm, Monday - Friday. If you need your order urgently please phone us first on 01508 489361 to check this if is possible. Unfortunately we are not open for browsing as we are a warehouse facility and we don't have a showroom. 

Delivery to non-EU

We can dispatch orders internationally and USA is a shipping option at checkout. We are happy to provide a quote to have your order delivered anywhere else outside of the EU. We often dispatch orders to Australia, Middle East and even Japan! Get in touch via info@candleandcake.co.uk for a quote.

Returns

Of course we want you to be happy with your order. But if for any reason you need to return something, rest assured you have 30 days to do so, in accordance with distance selling regulations. We only ask that goods are returned unused, and in original unopened packaging. We are happy to offer exchange, credit note, or full refund (less packaging and delivery costs if applicable) to the original payment method. Items that we have ordered in especially in bulk for events planners and businesses are non refundable. We are currently unable to cover return postage costs. Any refunds made are minus origianl postage and packaging costs. Postage and packaging costs are non refundable. We aim to refund within 28 days of receving your parcel back.

If you wish to return an item to us please include the following information:

Customer name

Customer Address

Contact telephone number/email address

Order number

Please obtain a certificate of posting as proof in the unlikely event the item goes astray (free of charge from the post office). 

The address for returns is:

Candle & Cake Ltd,

Unit 2,

Ashwellthorpe Industrial Estate,

Norwich

Norfolk,

NR16 1ER