Terms & Conditions

Delivery

Refunds cannot be requested for missed or failed deliveries.

Firstly, please ensure that you double-check that the delivery address you have entered on your order is correct and in full. You can check on your order confirmation email. If you email us at info@candyscupcakes.co.uk immediately we should be able to make amendments.

Once an order has been shipped we will try our utmost to make changes by liaising with the courier. However, your order might be returned to us and disposed of if changes cannot be made in a timely manner. We cannot guarantee this will not affect the delivery time, our couriers nor Candy’s Cupcakes can be held responsible under these circumstances.

‘Missed’ deliveries are also a common cause of upset. Our couriers will always try and leave our delicious bakes in a safe place or with a neighbour, and we have authorised them to do so due to the nature of the package and its contents.

DPD/Parcel Force will upload photographic proof of delivery and GPS details for our use that we can share with you to help locate where a parcel has been left by the driver.

Please note that our bakes stay fresh for a week and often longer therefore we can reassure you that they still going to be delicious and edible despite any delays.

DPD/Parcel Force will automatically reattempt delivery again. The day they reattempt is dependent upon the service you have paid for. For example, if it is a 'weekday' service they will reattempt Monday-Fridays only. On some occasions, you might be able to collect the order from the local depot if it is time-sensitive, you can contact the courier directly and advise them of the contents.

We specifically use tracked couriers so that our cakes are sent on a will send you the tracking details and it is up to the customer to follow the tracking and the estimated time of delivery. We are aware that our bakes are often sent as a gift or a surprise therefore parcels will not be expected by the fortunate recipient. We recommend letting them know that they are expecting a parcel to avoid disappointment. Couriers nor Candy’s Cupcakes can be held responsible under these circumstances but we will always try our best to liaise with the couriers to see if they can return on the same day if they are in the area.

Unfortunately, as with every courier and service provider, unexpected delays and issues that are out of our control can occur on rare occasions. For example, a van can break down, parcels can accidentally be sent to the wrong depot or the driver might have difficulties locating your property. We completely understand the frustration this causes and we will liaise with our couriers to find a solution. Where there is no immediate resolution, your parcel will be reattempted as soon as possible on the next day depending on the service you selected. We can claim back the shipping charges and refund you for this straight away.

All our bakes are shipped carefully in custom boxes with adequate packaging. We use eco-friendly recyclable packaging and we add instructions on the outer boxes that explain to the couriers and recipients that the contents contain cakes.

On rare occasions, couriers mishandle parcels and some minor damage can occur to our orders. Whilst this is frustrating and disappointing we encourage customers to enjoy their. Minor damage does not affect the taste of the product and we do not want the order to go to waste. If the damage is more serious we kindly request that you send us a photo of the order and refrain from disposing of it until we have responded to you. We would much prefer that you receive the order you were expecting and retain you as one of our many loyal Candy’s Cupcakes customers!

Refunds cannot be requested for missed or failed deliveries.

Collection

Collection from Candy's Cupcakes is available on weekdays 2pm to 4pm. Failure to collect between these times will mean your order will be kept and available for collection on the next working day.

 

Discount Codes

All discount codes are applied to the value of the order, excluding delivery costs.

The discount code must be entered into the Discount Code field on the Checkout page and the applied discount will be deducted from the order.

Unless stated, discount codes cannot be combined and only one discount code can be applied to any order.  

Discount codes cannot be used on Monthly Subscription Boxes.

Discount codes only apply to products on the online shop and may not be applied to bespoke orders and telephone orders.

Discount codes cannot be applied to past orders and cannot be backdated or redeemed for cash.

Discount codes can be amended or withdrawn at any time.

  

Candy Coin Reward Programme

Our Candy Coin reward programme has been designed to give our customers something back. It's our way of saying thank you for your business and recommendations. The programme is provided in good faith and we know the vast majority of customers will use it appropriately. Any abuse of the programme affects the service for everyone and we will act swiftly and decisively to remove and ban anyone found abusing the programme or not using it in the spirit it was designed for. We ask that you please read the below terms and conditions below carefully before placing your first order or recommending us. Thank you.

1. Every customer has to sign up to join the Candy Coin reward programme.
2. Only one Candy Coin account is allowed per customer.
3. Only one Candy Coin account is allowed per billing address.
4. Candy Coin Referral Codes only become valid once the owner of the code places their first order.
5. Only one redemption can be made per transaction.
6. Candy Coin redemption transactions cannot be used in conjunction with any other offers, promotions, discounts or discounts codes.
7. Candy Coin is not available when ordering over the phone or email.
8. Recommendations cannot be made for people living in the same household.
9. Any activity that contravenes these terms and conditions will result in the closure of all related accounts and the deletion of all Candy Coin Rewards.
10. We reserve the right to withdraw this programme at any time without prior notice.
11. We may add or remove new ways of earning Candy Coin from time to time.
12. We reserve the right to change the terms and conditions of this programme without prior notice.
13. Candy Coins are non-transferable and have no cash value.
14. Free shipping coupon applies to our standard delivery service only.
15. Candy Coin coupons cannot be used on Monthly Subscription Boxes.

 

Valentine's Day 2024 Pre-Order Offer

Get a FREE Biscoff & Chocolate Donuts worth £11!

Pre-order from the Father's Day range (for delivery between 13th & 15th June 2024) and receive a FREE Box of Biscoff & Chocolate Donuts.

Receive 3x Biscoff Donuts, filled with Biscoff sauce and coated with Biscoff crumb and 3x Chocolate Donuts coated with white chocolate and chocolate chips.

Your free items will be manually added to your order after purchase and you will receive an email (up to 24 hours).

Offer only valid for orders placed before midnight 1 June 2024 and for delivery between 13th and 15th June 2024. Excludes Free-From, Gluten-Free and Vegan products. Free item is sent to the same shipping address as the original order.

 

Get a FREE Halloween Brownie Dipping Box worth £7!

Pre-order from the Halloween range (for delivery between 26th and 31st October 2023) and receive a FREE Halloween Brownie Dipping Box.

Each Halloween Brownie Dipping Box is made of 2 chocolate chunk brownies (sliced), 2 dipping pots including green milk chocolate and Oreo crumb, finished with pumpkin marshmallows.

Your free items will be manually added to your order after purchase and you will receive an email (up to 24 hours).

Offer only valid for orders from the Halloween range placed before 14th October 2023 and for delivery between 26th and 31st October 2023. Free products are sent to the same shipping address as the original order.

**All Free-From, Gluten-Free and Vegan products are excluded from this offer.

 

Get a FREE Christmas Hot Chocolate Kit worth £10!

Pre-order from the Christmas range (for delivery between 18th and 21st December 2023) and receive a FREE Christmas Hot Chocolate Kit.

Each Christmas Hot Chocolate Kit includes hot chocolate and marshmallows, 2 chocolate chip cookies and assorted Brownie and Rocky Road bites.

Your free item will be manually added to your order after purchase and you will receive an email (up to 24 hours).

Offer gift only valid for orders from the Christmas range placed before 24th November 2023 and for delivery between 18th and 21st December 2023. Free products are sent to the same shipping address as the original order.

**All Free-From, Gluten-Free and Vegan products are excluded from this offer.

 

Black Friday 2023

Black Friday deals on our website and TikTok Shop end at midnight on 27th November.

The 20% website discount will be automatically applied at checkout and cannot be combined with other discount codes or Candy Coin vouchers.