SHIPPING & DELIVERY POLICY

Delivery Information

At CandyVault, we're committed to getting your sweets and treats to you as quickly and safely as possible. All orders are shipped from our UK warehouse via Royal Mail.

Delivery Coverage

We currently deliver to addresses within the United Kingdom only, including:

• England
• Scotland
• Wales
  

We do not currently offer international shipping.

Processing Times

Standard Processing:

Orders placed Monday to Friday:

• Orders placed before 2:00 PM: Dispatched the same working day (where possible)
• Orders placed after 2:00 PM: Dispatched the next working day

Orders placed on weekends:

• Saturday orders: Dispatched on Monday
• Sunday orders: Dispatched on Monday

Busy Periods:

During peak times (such as holidays or promotional periods), please allow an additional 1-2 working days for order processing. We'll always do our best to get your order out as quickly as possible.

Delivery Options & Costs

All delivery is provided by Royal Mail. Delivery costs are calculated based on your order weight and are displayed at checkout before you complete your purchase.

 

Notes:

• Delivery times are estimated and not guaranteed
• Working days are Monday to Friday (excluding UK bank holidays)
• Delivery times start from the date of dispatch, not the date of order
• All prices are subject to change; the price at checkout is the final price

 

Free Delivery Threshold

Enjoy free standard delivery on all orders over £40 (after any discounts are applied).

Important:

• Free delivery applies to standard delivery only
• If you choose a faster delivery option, you'll pay the difference
• The £40 threshold must be met after discounts
  

Delivery Address

Please Ensure Your Address is Correct:

You are responsible for providing a complete and accurate delivery address. We cannot be held responsible for:

• Delays due to incorrect or incomplete addresses
• Parcels delivered to the wrong address if you provided incorrect details
• Additional charges for re-delivery to a corrected address

Delivery Delays

We always do our best to get your order to you on time, but occasionally delays can occur due to:

• High parcel volumes (especially during holidays)
• Severe weather conditions
• Royal Mail strikes or industrial action
• Incorrect or incomplete delivery addresses
• Remote or hard-to-access locations

If Your Order is Delayed:

If your order hasn't arrived within the estimated delivery timeframe:

1. Check the tracking information at www.royalmail.com
2. Check with neighbours and anyone else at your address
3. Check any safe places you may have authorised
4. Allow an additional 2-3 working days for remote areas
5. Contact us at contact@candyvault.co.uk if the parcel still hasn't arrived

We'll work with Royal Mail to locate your parcel and resolve the issue as quickly as possible.

Lost or Damaged Parcels

Lost Parcels:

If your parcel is confirmed as lost by Royal Mail:

• We will issue a full refund or send a replacement (your choice)
• You do not need to claim directly from Royal Mail
• We handle all carrier claims on your behalf

Before We Can Process a Lost Parcel Claim:

• The parcel must be past its expected delivery date by at least 10 working days
• You must confirm you've checked with neighbours, safe places, and your local Royal Mail office

Damaged Parcels:

If your parcel arrives damaged:

• Contact us immediately at contact@candyvault.co.uk
• Provide photos of the damaged packaging and products
• Keep all packaging until your claim is resolved
• We'll arrange a replacement or refund if accepted

Please see our Returns & Refunds Policy for full details on reporting damaged products.

Incorrect Items or Missing Products

If we've sent you the wrong products or part of your order is missing:

• Contact us at contact@candyvault.co.uk within 7 days
• Provide your order number and details of the issue
• We'll arrange to collect the incorrect items (if applicable) and send the correct products or missing items at no cost to you

Questions About Delivery

If you have any questions about delivery or need help with your order, please contact us:

CandyVault Customer Service
Email: contact@candyvault.co.uk
Response Time: Within 2 working days