21 Days Return Policy
on all standard orders* / more info
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on all orders over £50 - more info
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Our Returns Policy

We hope that you are happy with your purchase but for your complete peace of mind we offer a 21 day returns policy*.

*With the exception of made to order, made to measure and personalised items (these are items which have been made or altered to your own specific requirements or which have been embroidered with names, dates etc.).

 

> Cancelling your order before despatch

> Returning an order for refund - UK orders

> Exchanging items - UK orders

> International Returns, Refunds & Exchanges

> Faulty items

> Refund of Delivery Charges

 


 

Cancelling your order:

Your order can be cancelled at any time up to the time of despatch for a full refund by simply contacting us by e-mail or using the contact for here.

This excludes: Bespoke,  ‘Made to Measure’, Handmade to Order (e.g Millie Grace and Angels and Fishes that are not held in stock) and personalised items.  You will be e-mailed to advise when work has commenced on these items. Once we have sent a confirmation email these items can no longer be cancelled or amended.

If your order has already been despatched please follow our refund policy below.



 

For Refund - UK orders: 

All items eligible for refund must be returned in the same condition as received and with their original tags attached where applicable.

Please follow these instructions:

  1. Mark on your invoice the item(s) that you are returning and that you would like to be refunded for the item(s).
  2. Wrap your order securely for transit and preferable in the box or bag the item was sent in.
  3. Send to the returns address given on your invoice.
  4. Take the parcel to your local Post Office. We recommend sending your item by a traceable means of postage and your local Post Office will be happy to advise on the level of insurance required or supply a proof of posting certificate. 
  5. The cost of return postage is the responsibility of the customer.

We regret we are unable to refund on items that:

i.   are not returned in a saleable condition
ii.   are returned after 21 days
iii. are lost in transit while being returned to us, where there is no proof of posting. Please ensure that you keep your postage receipts safe until we confirm receipt.

iv. are made to order (Millie Grace, Angels and Fishes etc.), personalised and bespoke items, socks, tights, pants and headwear that has been tried on/worn.

We regret that Items that are returned after 21 days or that have been used/worn will be returned without refund or exchange.

We are unable to offer exchange or refund on bespoke, hand made to order (Angels and Fishes, Millie Grace items in sizes/colours that are not held in stock), custom made or personalised goods.

All refunds will be made within 14 days of us receiving the goods. Refunds are made to the original card/PayPal account and we will e-mail confirmation as soon as they are processed.



 

Exchange:

We regret that we are unable to offer an exchange service. Please return unwanted items within 21 days for refund, as outlined above, and order replacement items required from our website in the usual way.

Please note that a refund service is not available for bespoke, handmade to order (Angels and Fishes/Millie Grace etc.), personalised items. These items are made to order just for you and as such are exempt from our refund policy. 



 

International Returns:

Please return your item(s)* within 21 days of receiving the goods. We recommend using a traceable means of postage as we cannot be held responsible for items lost in transit to us.

Please ensure you include your name, order number and refund request with your return. We regret we are unable to offer exchanges but will instead refund so that you are able to purchase the item(s) you require from our website in the usual way.

Mark your parcel as 'Returned GB Merchandise' with a value of 'ZERO'. If we are charged duty on returned goods this will be deducted from any refund.

Refunds will be processed within fourteen days of receipt and we will e-mail confirmation of completion.

We regret that we cannot refund the cost of the original or return postage, unless the return is the result of our own error or the items were faulty.

*Please note that bespoke, handmade to order (e.g Angels and Fishes, Millie Grace etc. in sizes/colours that are not held in stock) and personalised cannot be returned for exchange or refund.

 



 

Faulty Items

We want you to be completely happy with your purchase and we try to ensure that everything leaves us in perfect condition. Unfortunately, however, manufacturing faults can occur even in the highest quality clothing. If you receive a faulty item from us, please accept our apologies and e-mail us at sales@candoltd.co.uk as soon as possible adding photographs of the fault where possible.

We will offer an exchange or refund, whichever is preferable to you, and arrange to refund the cost of returning the item to us up to the value of Royal Mail's 2nd class recorded delivery service.

We will not refund the cost of returning the item to us where no fault was found upon receipt or where damage was caused by mis-use or general wear and tear. In these circumstances we will arrange for the item to be returned, if required, at your own cost which will be advised by email.



 

Refund of Delivery Charges

We refund our initial delivery charge only on whole orders returned to us.

Where part of your order has been retained then postage charges apply.

Where UK Priority (Next Day) delivery has been selected and the whole order returned only our standard delivery charge will be refunded.

Where UK customers have ordered over £50.00 and received our free postage discount we reserve the right to charge delivery costs (up to our standard delivery charge) where part of the order has been returned taking the total spend below £50.00

 

COVID19 Update

During the UK Lockdown, and for several weeks after, we operated an extended returns policy in order to help as many customers as possible. This gave customers who had placed their order with us within the past 42 days to return orders for a gift voucher to the value of their order less postage. This has now ended.

Please note that if you placed your order after 8th September we can no longer offer extended returns and and our usual 21 days (excluding hand made to order) returns policy applies.

We will continue to offer to send customers a copy of their original order statement if you require this for events insurance purposes.

Thank you for your understanding.