FAQs

HOW DO I PLACE AN ORDER?

All orders are placed via our secure ordering system on this website. We use industry standard security to protect your details and we use Barclay Card to process all card transactions. To maintain your security we never store your card details.

WHAT PAYMENT METHODS CAN I USE?

We can accept payment using Visa, Mastercard and Amex cards. We can also accept PayPal and other wallets such as Google Pay and Apple Pay too. Just select your chosen card type at checkout and you will be guided through our secure process

WHAT DELIVERY OPTIONS ARE AVAILABLE?

We are very pleased to offer FREE delivery on all uk mainland addresses, on orders totalling £40 or over. Orders are packed and dispatched on either the day they were ordered, or the next working day. Orders that are less than £40 in value will be charged a rate selected by you at checkout

WHEN WILL I RECEIVE MY ORDER?

Normal delivery times are 5 working days after ordering. However you should allow 5 working days from when you receive the dispatch email. 1st class and over night delivery options offer delivery in 1-3 days. 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 following Tuesday. 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.

CAN I RETURN MY ORDER?

Yes! 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. We need to receive your return within 30 days of ordering in order to process a refund. If possible please email us to let us know the reason for returning. We only ask that goods are returned unused, and in original unopened packaging. Please send the order back in the orginal box or jiffy bag, as we carfeully pack items to ensure they are not damaged. We can't refund items that are damaged do to not being packed properly on return. Where all these conditions are satisfied a full refund will be given (less packaging and delivery costs if applicable) to the original payment method. 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 even the item goes astray (free of charge from the post office). The address for returns is: Candle & Cake Ltd Unit 1 Ashwellthorpe Industrial Estate Norfolk NR16 1ER

DO YOU DELIVER OUTSIDE OF THE UK?

Yes! We now offer delivery to most EU countries and some international countries such as the USA. Shipping is calculated on your cart and is from £9.95 for tracked 5 day delivery. If you wish delivery to other countries outside of the EU please contact us.

WHAT IF I AM OUT WHEN MY ORDER COMES?

If you are out you will receive a card through your door from Royal Mail or one of our courier services, advising of delivery attempt and where the parcel has been taken. You can pick the order up from your local sorting office or arrange redelivery if it is a couriered parcel

MY QUESTION ISN'T ANSWERED HERE

If you can't see the answer you're looking for just call us on 01508 489361, or drop us an email at info@candleandcake.co.uk.

WHAT ABOUT HELIUM DELIVERY?

Balloon Helium Free Delivery

Its not a party without balloons! Helium filled balloons look amazing at any event, and you can achieve the look without having to leave your home with our free next day helium delivery service! We also stock a huge range of balloons, and balloon accessories for you to choose from.

FREE NEXT DAY HELIUM DELIVERY FOR ORDERS TOTALLING £40 AND OVER (UK MAINLAND ONLY)

We are very pleased to be able to offer FREE NEXT DAY HELIUM DELIVERY on any order totalling £40 or more! When checking out simply select the Free Delivery option. Although this is usually a 5 working day service, if your order contains helium, we will automatically upgrade your delivery to overnight. *For full overnight delivery details please read the information at the bottom of this page. Currently with delays due to Covid-19 and the pressure on the mail services, deliveries may take 2 days rather than one.

FREE UPGRADED NEXT DAY HELIUM DELIVERY FOR ORDERS TOTALLING LESS THAN £40 (UK MAINLAND ONLY)

If your order is less than £40 in value, we will still upgrade the delivery option you have chosen at checkout, to overnight delivery. You do not need to contact us or enter a code. When it comes to dispatch, if your order contains helium it will automatically be sent on our next day service, its as simple as that! *Please read our full overnight delivery details at the bottom of this page.

*HELIUM NEXT DAY DELIVERY INFORMATION FAQ's

Please read our FAQ's for our free helium delivery service. If you still have a question you can contact us on 01508 489361, or send us an email info@candleandcake.co.uk

What is the cut off point for next day delivery?

For next day delivery, orders must be placed by 12 midday Monday-Friday. For example: If you order before 12 midday on Monday-Thursday, your order will arrive the next working day.

If you order after 12 midday, your order will arrive the day after the next working day. If you order after 12 midday on a Friday we will send your order the following Monday (excluding Bank Holidays). We do not dispatch at weekends.

What time will my order arrive?

Order's can be delivered at any point between 8.30 am and 5.50 pm. During busy periods (such as Christmas) this can be extended to 7pm. We understand that its inconvenient to wait in all day for a delivery, therefore once your order is out for delivery you will receive a text and/or email. You will be given a one hour delivery window, and an option to change this, or for your order to be left in a safe place specified by you. We cannot guarantee a specific time for delivery. It is very important that you provide us with the correct phone number and email address so that you can use this service.

If I order on a Friday, when will my helium arrive?

All orders placed on a Friday before midday will arrive the following Monday (excluding Bank Holidays). All orders placed after midday on a Friday will arrive the following Tuesday (or Wednesday if the Monday was a Bank Holiday)

What if I need my helium on a Saturday?

We understand lots of customers rely on our Saturday delivery service, so yes, you can still get your helium delivered on a Saturday! Unfortunately our free upgraded helium delivery service is only available for orders delivered Monday-Friday though. So, if you need your helium to arrive on a Saturday, we are are unable to upgrade your delivery, and you must select SATURDAY DELIVERY at checkout.

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