Refund policy

Bespoke & Special Occasion Packaging

Any items that have been hot foiled, printed or have a special occasion print cannot be returned or refunded i.e. Mother’s Day, Easter, Ramadan, Christmas etc .If you are unsure please contact us and we will advise you.

Special Offers/Promotion/Sale

All Special Offers/Promotions/Sale goods cannot be returned or refunded.

 Order Cancellation

If you would like to cancel your order before it has been shipped, please contact us with your order number, name, and email address. We can refund your order less the payment transaction fee from your refund, as this is not reimbursed back to us. If your order has already been picked and packed, there will be a small admin fee for time and materials expended.

Order Returns

In the  event that you have a change of heart once you have made your purchase and wish to return your items, you have up to 14 days to notify us in writing from when you receive your goods and then a further 14 days to return your items.

As most of our items are sold in packs/multiples of 10,25 etc we are unable to accept refunds of incomplete sets, therefore any boxes that have been used will not  be eligible and should not be returned. Any incomplete sets that are returned will not be refunded and you as the customer will be responsible to arrange collection.

We will happily refund any unopened, unused, and unsullied goods within this timescale, provided they are in a resaleable condition. 

As the customer, you do have to pay the return postage in this situation and lose the original postage. We recommend you post all returns via a tracked method as we cannot refund any returns not received.

When returning, please ensure you include your name and order number within the parcel, so we know it has come from you. Additionally, please ensure it is suitably packaged, to prevent damage. We will deduct the payment transaction fee from your refund as this is not reimbursed back to us.

PLEASE NOTE WE DO NOT ACCEPT PARTIAL RETURNS.IF YOU WISH TO RETURN OUR GOODS ALL GOODS SENT TO YOU MUST BE SENT BACK IN ORIGINAL PACKAGING.NO SEALS FOR ANY ITEM MUST BE BROKEN .

IF GOODS ARE NOT SENT AS ADVISED WE WILL RETURN YOUR GOODS BACK TO YOUAT YOUR OWN COST.

SHOULD WE FEEL A CUSTOMER IS TRYING TO BE DISINGENUOUS WE WILL NOT HESITATE IN TAKING THIS FURTHER AND COULD LEAD TO LEGAL ACTION BEING TAKEN AGAINST YOU.

If any orders are placed and payment has gone through, if you wish to cancel these orders and get a refund there will be a 3% charge deducted from the order price . This covers admin and payment fees that we are charged . 

To start a return, you can contact us at candylandpackaginguk021@gmail.com. If you wish to return after we have discussed with yiu  then you will need to purchase a label at your own cost and send the goods to us  . We do encourage you to get tracked delivery as we are not liable for any loss in transit of your parcel.

 Items sent back to us without first requesting a return will not be accepted.

 All returns will have the original shipping charge deducted unless your goods are deemed faulty and unusable upon inspection.

All items being returned must be in usable and sellable collection. Items must not have been used or opened . Boxes supplied must not be used or opened including folding of grids . If upon receipt goods look like they have been used we will deduct the cost of this from your refund . 

You can always contact us for any return question at candylandpackaginguk021@gmail.com.

Damages and issues
Please inspect your order upon receipt of goods (within 3 days) and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like ribbons that have been pre cut ribbons, custom products  and printed boxes for occasions like Easter, Eid etc . Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method and the original delivery charge and transaction fee will be deducted . Please remember it can take some time for your bank or credit card company to process and post the refund too.