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During this COVID-19 crisis we are committed to serving our customers as best we can. We are taking every precaution and are in compliance with government guidelines regarding social distancing.
Delivery options for UK are Royal Mail 1st class (express), Royal Mail 2nd class (standard), or DHL Next Day Courier. However, we must warn you that some people ARE incurring delays with their deliveries. We cannot promise delivery will be as fast as usual. Therefore we strongly recommend that you order further in advance than usual.
Next Day Delivery - Currently next day deliveries are taking 1-2 days. We cannot guarantee next day delivery at the moment. All next day deliveries are sent via DHL and you will receive a tracking email from them shortly after we have dispatched your order.
Worldwide Delivery - PLEASE EXPECT DELAYS. Unfortunately we have no way of knowing which parcels will or will not be delayed. Please bear this is in mind when ordering. All of our International are sent tracked via Royal Mail or DHL, depending on your country. If your parcel is over 2kg it may subject to additional shipping charge. If this is the case - we will contact you.
If you have any questions regarding your delivery - please email us info@candleandcake.co.uk
We are very pleased to offer FREE delivery on all UK mainland addresses, on orders totaling £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 Delivery | Orders over £40 FREE DELIVERY in 3-5 working days. |
| Standard Delivery | £2.50 Delivery in 3-5 working days. |
| Express Delivery | £3.95 Delivery within 1-3 working days. |
| Next Day Delivery | Overnight Next Day - £4.95 (orders must have been placed by 1pm the previous day). Monday to Friday only. Excludes Bank Holidays. |
| Saturday Delivery | £9.95 Delivery by 5.30pm, orders must have been received by midday the Friday before. |
| European Delivery | *CURRENTLY SUSPENDED* £9.95 to £19.95. Delivery in 5-10 working days - varies by country |
| USA Delivery | *CURRENTLY SUSPENDED* £29.99. Delivery in 7-10 working days. |
For further information please call us on 01508 489361 and we will be happy to advise on delivery options.
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).
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.
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 1pm AT THE LATEST (including Saturday orders). IF YOU NEED YOUR ORDER TO ARRIVE ON A SATURDAY PLEASE SELECT SATURDAY DELIVERY AT CHECKOUT. IF YOU PLACE A NEXT DAY DELIVERY AFTER 1PM ON A FRIDAY IT WILL BE SENT THE FOLLOWING MONDAY (EXC. BANK HOLIDAY MONDAYS).
We can occasionally accommodate overnight orders that have been placed after 1pm. Please contact us on 01508 489361 before ordering to confirm if this is possible.
Saturday delivery can be selected at checkout. The cut off point for Saturday delivery is 1pm 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.
All international shipments are currently suspended. We apologise for any inconvenience. We only ship to UK currently.
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 extremely 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.
If you live locally to our premises we do offer a collection service. This is a free service, please use the code 'COLLECT' and you will not be charged shipping. 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. The code 'COLLECT' is only valid for orders wishing to collect in our premises in Norfolk.
If your order arrives late via a guaranteed method and is no longer needed, we will pay for the item to be returned to us for a full refund. To do this, you will need to be able to print the label we send you via email.
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 original postage and packaging costs. Postage and packaging costs are non refundable. We aim to refund within 28 days of receiving 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 1,
Ashwellthorpe Industrial Estate,
Norwich
Norfolk,
NR16 1ER
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