Shipping & Returns Policy
Thank you for choosing Surprise Candy! Please review the following shipping and returns policy:
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1. Shipping:
a. Order Processing: We aim to dispatch all orders within the next working day from the time of purchase, excluding weekends and public holidays. However, please note that some delays may occur during peak seasons or due to unforeseen circumstances.
b. Shipping Methods and Timeframes: We offer standard shipping with a delivery estimate of 2-3 business days for weekly indulgence and little savour. However, for high-value subscriptions or gifts, we may opt to ship those via next day delivery to ensure faster and more secure delivery.
c. Shipping Fees: All our products are delivered free to UK addresses.
d. Tracking: Once your package is shipped, we will provide you with a tracking number when available. You can use this number to track the progress of your shipment through the carrier's website.
e. International Shipping: Shipping fees are calculated based on the destination, weight, and shipping method chosen during the checkout process. The exact shipping cost will be presented before you finalize your order.
f. Address Accuracy: Please ensure that you provide us with an accurate and complete shipping address. We will not be responsible for any non-delivery or additional charges incurred due to an incorrect or incomplete address provided by you. We cannot guarantee that any change of address requests will be processed if made within seven days prior to the scheduled delivery date.
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If you need to change your address after placing an order, we kindly request that you contact us immediately. We will make every effort to assist you in resolving this matter to the best of our ability, but cannot guarantee that address changes can be accommodated once an order has been dispatched.
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Please note that timely communication is essential, as it increases the likelihood of successfully updating the shipping information. We appreciate your understanding and cooperation in assisting us with addressing changes as promptly as possible.
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If you have any questions or concerns, please don't hesitate to contact our customer support team. We're here to help!
Returns & Refunds
a. Eligibility: Due to perishable nature of our products we do not accept any return or exchange of products. All items purchased from Surprise Candy are subject to a shipment contract, meaning that once the items are delivered to the shipping carrier, the risk of loss or damage passes to you. Surprise Candy cannot be held responsible for any lost, stolen, melted, damaged, or destroyed items that may occur during the shipping process.
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We take precautions to ensure that our products are packaged securely to minimize the risk of damage. However, once the package is in the possession of the shipping carrier, any claims for loss or damage should be directed to the carrier. It is important to note that any claims for loss, damage, or melting during shipping should be filed directly with the shipping carrier. We will do our best to assist you in resolving any issues, but the ultimate responsibility for such claims lies with the shipping carrier.
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We ONLY accept returns for defective items those are defective before dispatch. If you receive a defective item, please contact us within 48 hours of receiving your package with relevant details and photographs.
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b. Refund or Replacement: Upon review and confirmation of the damage or defect, we will either issue a refund or offer a replacement, depending on the circumstances and item availability.
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c. Return Shipping: If a return is necessary due to a defective item, we will provide you with instructions on the return process, which may include a prepaid shipping label. Please follow the provided instructions carefully.
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d. Non-Damaged or Non-Defective Items: We do not accept returns for items that are not damaged or defective. If you have any specific concerns or questions about your order, please contact us, and we will be happy to assist you.
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e. Addresses: Please be aware that if an order has been dispatched to the address provided during checkout and you failed to update the address in a timely manner, we will not be able to provide a refund. It is crucial that you double-check and ensure the accuracy of the shipping address before completing your purchase.
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We strive to provide you with excellent service and a pleasant shopping experience. If you have any questions or require further assistance regarding our shipping and returns policy, please contact our customer support team.
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