FREQUENTLY ASKED QUESTIONS
Delivery and returns
When will I see my account credited for my return?
Once your return has been processed by our warehouse, you will receive an e-mail regarding your credit or refund. Refunds typically take 5-7 business days to reflect back on your account. Some financial institutions may release funds sooner or take longer depending on their policies. For any additional questions about time lengths, please contact your bank.
Why have I been refunded for an item instead of it being exchanged
When you send back an item for an exchange it depends on stock availability at the time. If we don't have the item you want to exchange, we will process a refund instead.
You should receive an email with the details of your return and if we are providing you with an exchange or a refund.
How will I receive a refund
Any refunds will be refunded to the same payment method you used when you placed the order.
Is the returns policy the same for non UK
yes the returns policy is the same for non uk customers.
How do I send my items back
You must return your items by post and no later than 14 days after the day on which you informed Candi that you would like to cancel your order. Any returns are at your own risk. For your protection we recommend that you return your items via registered post.
You must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective.
The items need to be in the original packaging where it forms part of the goods, for example, boxed goods, garments and gift items). Where an item has a swing ticket attached, it must still be attached and undamaged upon return. Return postage is at your own cost and risk.
Can I return more than one order in the same parcel?
Yes but please include the returns form from each order in the same parcel.
Can i track my order UK/NON UK
We make it easy for you to track your delivery no matter where it is. Once your order has been processed by us, you should receive an email informing you of your tracking reference.
Please use that tracking reference to keep tabs on the progress of your delivery.
EU deliveries
Brexit has led to some delays moving goods into the EU but we have worked tirelessly since the 1st January to avoid unnecessary delays and additional charges for our customers.
Customs and taxes
Import tax and duty NON UK
NON UK
Our orders are all shipped from the UK. In some cases you may be subject to import fees upon delivery of your goods depending on your location.
Unfortunately we do not have any control over any duties, customs and taxes levied by the country your order is being shipped to. If you refuse to pay the customs fee and the parcel is returned then we will contact you regarding a re-shipment or refund. (any re-shipment will be charged again if we are required to post the item again and incur costs)
If you opt for the refund, a shipping and handling fee will be deducted from your refund.
Customs may choose to dispose of your package instead of returning it to us. In this instance, we will not be liable to reship the product back to you or offer a refund.
If you are unsure about whether you are subject to Customs and Duties fees, we would advise contacting your local Customs office for more information.
Orders
Payment Issues
If you are getting error messages when making a payment, please make sure you have entered all the details correct. You might want to contact your bank to make sure there are no problems with your card.
If you’re still experiencing problems, please contact us and include as much detail you can around the error:
- Error message you are seeing
- A description of the problem
- What payment method you are trying to use
- What products are you trying to purchase
- What internet browser you are using or if you are using our app
- Any other details that could be useful
If your credit/debit card was declined, please check if your card has expired or perhaps your billing address for the card is different from the one you have on file with us.
Your card provider will have more information.
If you are using PayPal, please contact them directly.
Can I cancel my order or make changes?
Once you’ve placed your order, the order starts going through the system straight away, so that we can get it to you as fast as possible.
This means you can’t cancel your order or make changes to it. This includes adding or removing items, changing colors or sizes, changing delivery address, delivery option or email address on the order.
If you contact us at info@candiunderwear.com once you receive your order details via email then we will try and help amend your order.
