At Candy Kisses Limited our customer service is very important to us and for this reason we have set out below our terms and conditions which apply when you are ordering products from our website and which we regularly update in line with legal requirements. Don't worry, the conditions do not affect your legal or statutory rights. You can find out more information about your rights from your local Citizens Advice Bureau or Trading Standards office.
If you wish to contact us for any reason (including complaints) please use the contact form available on our Contact Us page on our website, or indeed you can email us at [email protected]
All products shown within our store are subject to availability. If we are unable to supply you with a product because of an error in the price on our site, we will inform you of this by email and we will not process your order. The images of the products on our site are for illustrative purposes only and our products may vary slightly from those images. We reserve the right to remove/change any items from our website without notification. We are under a legal duty to supply goods that conform with the contract agreed between us.
Our Contract With You.
These terms and conditions will apply to any contract between us for the sale of products to you. To place an order on our site for a particular product, please tick "Add to basket". You can then click on the basket icon at the top of the page and follow the steps (including providing payment and delivery information) to complete your order. Our order process allows you to check and amend any errors before submitting your order to us.
After placing an order, you will receive an email from us acknowledging the contents and any personalisation of your order. However, please note that this does not mean that your order has been accepted. Your order will only be accepted by us (and a contract formed) when we dispatch the products to you. We will send you an email confirming that the products have been dispatched.
We currently use Parcelforce and Royal Mail in order to provide the highest level of service, wherever you are and whatever your specific requirements, however we reserve the right to change our couriers at anytime without notification. Delivery will be completed when we deliver the goods to the address you supplied and the products will be at your risk and responsibility from completion of delivery. You own the products once we have received full payment, including all applicable delivery charges. For more information please refer to our Delivery Prices & Times.
Cancellations, Refunds &Returns.
We strive to deliver the lovely goodies that you have bought from us to you in perfect condition and on time. If, however, your items do not arrive within the time frame you paid for or are damaged or not as described, we will be more than happy to offer a refund or replacement in accordance with the following paragraphs.
If we miss the agreed delivery date for any of the goods, you may cancel your order straight away if we have refused to deliver the goods or delivery within the delivery deadline was essential (taking into account all the relevant circumstances) or you told us told us before the contract was made that delivery by the agreed date was essential. If you do not wish to cancel your order straight away (or do not have the right to do so in the circumstances set out above) you can supply us with a new deadline for delivery, which must be reasonable and you can cancel your order if we do not meet this deadline.
If you do choose to cancel your order for late delivery in the circumstances set out below:
- you can do so for some of the goods or all of them unless splitting them up would significantly reduce their value;
- if any of the goods have been delivered to you, you will have to return them to us and we will pay the reasonable costs of this;
- after you cancel your order with us we will refund any sums you have paid to us for the cancelled goods and their delivery.
Unfortunately damage and delay are the only situations where we can offer a refund. For personalised items you do not have the right to cancel your order or any contract between us and we are not otherwise able to offer refunds or allow for a return of those items in accordance with the Consumer Contract Regulations 2013. If you have any questions or concerns please contact us, via email and our customer service would be happy to talk to you about this in more detail.
If you are a consumer and have purchased any of our other products (which are not personalised items), you have a right to cancel the contract up to the end of the day which is 14 calendar days after the day on which the you receive the goods in accordance with the following provisions. This means that if you change your mind during this time or decide for any other reason that you do not want to keep the goods, you can notify us of your decision to cancel the contract and receive a refund.
You must return the goods to us without delay and in any event not later than 14 calender days after the day on which you let us know that you wish to cancel the contract. Please retain the receipt and proof of postage when returning your parcel in order that we may refund any postal charges that you may incur, replace an order or issue a full refund if necessary. We can only refund any postal charges and/or products if this receipt is retained by you.
Please return the goods to:
Candy Kisses Limited
121 Lakehall Road
The easiest way to cancel a contract is to send an email to [email protected] and include your name, address and order number. Alternatively you can use our Order Cancellation Form, in which case we will email you to confirm that we have received your cancellation. Your cancellation is effective from the date you send us the email or return the form.
We will process your refund as soon as possible and in any case within 14 calendar days after the day on which we receive the goods back or, if earlier, within 14 calendar days after the day on which you provide evidence of having sent the goods back. If you have not received the goods from us before cancelling the contract, we will make any refunds due to you within 14 calendar days after you inform us of your decision to cancel the contract.
We will refund the price of the products in full, plus any applicable delivery charges you paid. In relation to the delivery charges, the maximum refund will be the costs of delivery by the least expensive method we offer, provided this is a common and generally accepted method of delivery. Please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling in a way which goes beyond what is necessary to establish the nature, characteristics and functioning of the goods.
You will be responsible for the cost of returning the product to us, unless the products are damaged, not as described or there is a delay in delivery (that is within our control). In which case we will reimburse you for any reasonable costs you incur in returning the products to us and will also reimburse you in full for the price of the products, together with any applicable delivery charges.
As it is the responsibility of Candy Kisses Limited to ensure that your order is received in a timely manner, only in EXTREMELY EXCEPTIONAL circumstances will we adhere to your wish, (as mentioned in your order confirmation email) requesting that we inform the postman to post you order somewhere other than your letterbox.
The only reason for this is because we do not wish you to suffer distress if your order is lost in the post; we have no control once we pass your item/s to the post office.
However, when we do inform the postman to post elsewhere, as per your instruction, we will no longer uphold any responsibility for lost items.
Our action will be to email you a copy of the proof of postage slip, thus allowing you to contact the Royal Mail for investigation purposes and/or to receive a refund for the lost item/s.
Promotional Offers, Gift Vouchers & Discount Vouchers.
To view our Terms & Conditions for Promotions, online offers, multi discount vouchers, gift vouchers please visit our page here.
Pricing & Payment.
We accept payment through a payment gateway account, also known as a third-party merchant.
All orders are positively credit card/debit card sanctioned prior to dispatch, so please ensure that the details you provide us with are correct. We require you to provide the registered address of the credit/debit card holder which is used to validate your order with your credit/debit card company. We cannot accept responsibility for an order being held back as a result of incorrect or invalid payment details being given.
The total value of your order will be displayed on the order confirmation screen in pounds sterling.
Prices for our products are as quoted on our site and may change from time to time, but changes will not affect any order after we have dispatched the products relating to that order. The price of our products does not include delivery charges.
Our website contains a large variety of products and despite our best efforts it is always possible that some of our items listed may be incorrectly priced. We will normally verify prices as part of our dispatch procedures. If a product's correct price is higher than the price stated on our website we may, at our discretion, reject your order without liability to you and notify you of such a rejection. We are under no obligation to supply products to you at an incorrect (lower) price, even after we have sent you an order confirmation if the pricing error is obvious and unmistakable and could reasonably have been recognised by you as a pricing error. This condition is also inclusive of any postal costs that may have been updated, but not yet changed, in the section, "DELIVERY PRICES & TIMES."
If you are placing an order with us on behalf of a business you confirm that you have the authority to bind that business. These terms & conditions (and all documents referred to within them) constitute the entire agreement between you and us and supersedes all previous agreements, whether written or oral, relating to its subject matter. In entering into a contract with us, you acknowledge that you do not rely on any statement or representation that is not set out in these terms or documents referred to in these terms. Neither of us will have any claim for innocent or negligent misrepresentation based on any statement in these terms & conditions.
We only supply our products to you for internal use and you agree not to use the product for re-sale purposes. Except as expressly stated in these terms & conditions, we do not give any representation, warranties or undertakings in relation to the products and any representative, condition or warranty which might be implied or incorporated into these terms & conditions by statute, common law or otherwise is excluded to the fullest extent permitted by law. In particular we are not responsible for ensuring that the products are suitable for your purposes.
We will under no circumstances be liable to you for loss of profits, sales, business, revenue, business opportunity, anticipated savings, goodwill or any indirect or consequential loss. Nothing in these conditions limit or exclude liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation or any other liability which cannot be limited or excluded by law.
Subject to the above paragraph, our total liability to you in respect of all losses arising in connection with the contract (whether in contract, tort (including negligence), breach of statutory duty or otherwise) will not exceed 100% of the price of the products.
We reserve the right to amend delivery charges where necessary for corporate orders placed via the website, as the website delivery options are for consumer orders which do not exceed standard delivery costs. Additional costs will apply where a large number of items are ordered or where delivery to multiple addresses is requested.
This section only applies if you are a consumer. If we fail to comply with these terms & conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these terms & conditions or our negligence. Loss or damage is foreseeable if it is an obvious consequence of our breach or contemplated by you and us at the time when we entered into the contract.
We only supply products for domestic and private use. You agree not to use the products for any commercial, business or resale purposes and we have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
We will not be liable or responsible for any failure to perform or delay in the performance of any of our obligations under a contract that is genuinely caused by an event out of our reasonable control.
We may transfer our rights and obligations under a contract to another organisation, but this will not affect your rights or our obligations under these terms. Any contract is between you and us and no other person shall have any rights to enforce any of its terms.
If any part of these terms and conditions is unenforceable, the enforceability of any other part of these terms & conditions shall not be affected.
These terms and any contract we enter into are governed by English law. If you are a consumer, the courts of England and Wales will have non-exclusive jurisdiction to settle any claim or dispute arising in connection with a contract. For business users, the courts of England and Wales will have exclusive jurisdiction.