By proceeding with your order you are agreeing to these so we’d advise you to read them carefully.
About Kirsty’s Kandy
The information provided throughout the website and on this page ensure we are fully compliant with the EU Distance Selling Directive. Kirsty’s Kandy is owned by Kirsty’s Kandy Ltd.
Processing Your Order
We process all orders on a working week day so Monday to Friday, this excludes bank holidays. If for any reason we are short of stock and are unable to fulfil your order we will contact you via phone to ask whether you would like an alternative product, a refund or to hold the order until new stock arrives.
We reserve the right to cancel and refund any order if we have reason to believe that the order is fraudulent, or we we are unable to contact you due to an invalid email address and telephone number being provided.
Our Delivery
We only dispatch and deliver orders on a working week day so Monday to Friday, this excludes bank holidays. If an order going to a UK address is not received within the delivery time frame specified in your dispatch email we advise prompt follow up. In any event, if you have not received your order within 1 week of dispatch please contact us and we will investigate.
All orders placed by 12pm noon will be dispatched the same day. All orders are sent 2nd class through our courier or Royal mail and will be delivered between 2-3 working days.
We cannot be held responsible for any failed/delayed delivery as a result of incorrect, incomplete or unclear address information. Therefore we would urge you to check this thoroughly as you checkout and on the order confirmation email.
Once your order leaves us we’re unable to change address information or redirect orders without incurring charges which you will need to cover.
If we cannot contact you to verify delivery details due to an invalid email address and/or telephone number being given we reserve the right to cancel the order.
If an item is returned to us as a result of a recipient not following up on the delivery within the time frame, an additional charge will be liable to repackage and resend, or alternatively we will refund minus the delivery charge.
If your order is returned to us because the recipient has failed to respond after Royal Mail or our courier has attempted deliveries and notified them, you must cover the cost of resending the order should you wish to do so.
If you choose not to resend your order after it’s been returned we will refund you the value of the sweets only, not the delivery costs.
In the unlikely event that you order goes missing we will offer to send a replacement order.
If an overseas order goes missing we will not send a replacement order, we will only offer a refund.
If your order arrives damaged, please do not dispose of the package. Please photograph the package and email us so we can resolve any issues as quickly as possible for you.
Our courier deliveries can be delivered any time during working hours, however we are unable to provide an ETA – we do not offer a timed service.
Unless you instruct us otherwise, orders are automatically authorised to be left with a neighbour if the recipient is out (they will always try to deliver it directly first though). In this event, our courier or Royal Mail will leave a card advising you where they have left your package. If you DO NOT want your order to be left with any neighbours or there is a safe place where you’re happy for it to be left please tell us in the delivery instructions box when you check out so we can inform them.
See our Delivery Info page for details of UK areas not classified UK mainland by courier – unfortunately this offer doesn’t extend to these postcodes. As we’re a commercial enterprise we’re liable to pay postage to BFPO addresses. For full details on the delivery services we use and associated costs please see our Delivery Info page.
Our Products & Packaging
The costs shown for our products include VAT at 20%. Kirsty’s Kandy only sends out the best quality products to our customers that are well within their best before date. However we cannot accept responsibility for deterioration caused by climatic conditions or transportation once the goods have left our premises.
Upon receipt, to ensure your sweets remain in the good condition, store them in a cool, dry place. We also recommend that they’re consumed within four weeks to be enjoyed at their best.
We don’t manufacture any sweets ourselves, therefore if you have a quality issue with a sweet we will require it to be returned before we can offer any recompense and to enable us to investigate fully.
Our gift descriptions show an approximate weight for the total package. This is a guide only to help you keep track of the delivery charge, not the exact weight of sweets you will receive.
Exact quantities and weights for individual sweets are shown in each product description so you know exactly what you will get.
If a sweet is out of stock from a themed gift item, we will substitute it with something else of higher or the same value.
We stock a huge range of sweets from many different manufacturers. This means we cannot guarantee that our products are free of nuts or nut traces.
In line with our environmental commitments, we will choose the most minimal packaging to send your order without compromising presentation or affecting the quality of the sweets.
Our Satisfaction Guarantee
You can return the goods to us, within fourteen days of receipt (this is compliant with the EU Distance Selling Directive), stating clearly your order number and details of your complaint and we will refund you for the value of the sweets or replace your sweets with no quibbles or questions. You need to cover the cost of the return postage charge unless otherwise agreed with us. We will respond to all complaints and returns within five working days. See our FAQ page for full details on returning your order to us.
Our Security
We take the greatest effort to ensure the highest possible standards of online security. We use Handepay to process credit card payments from customers. We do not store any credit card information on our systems or at our premises. Information passed between your computer and our website cannot be read in the event it is intercepted by someone else.
Our Privacy Policy
Kirsty’s Kandy Ltd do not disclose buyers’ information to third parties. We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). By agreeing to our terms and conditions you are are agreeing to receive our email newsletter, keeping you informed of exclusive offers, new products and competitions. You can unsubscribe from this at any time by clicking the link at the bottom of the newsletter, alternatively contact us and we will unsubscribe you.
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