At Poppin Candy we pride ourselves on ensuring the fastest, most reliable shipping possible by using only internationally recognised couriers and fully tracked services.
We only ever send parcels to the exact address provided you. If you make a mistake with your address, please do let us know as soon as possible. We cannot promise anything, but we will try our absolute best to ensure the parcel gets posted to the correct address.
Please do note that we accept no liability for any parcels that are lost, misplaced or incorrectly delivered if the address information provided is incorrect, so please do ensure you enter the correct one the first time! Should the parcel be returned to us due to an address error, you not being in to receive the parcel (or failing to collect from your local post office), or for any other reason we will contact you and let you know that we will repost it to you, but we must add the relevant shipping fee onto the total cost. The 'relevant shipping fee' for all UK parcels is £6.99. The 'relevant shipping fee' will vary for international orders and will be calculated at the time. Please also note that if our courier cannot deliver to your provided address due to you not being present to accept delivery, delivery to a nearby collection point is classed by both us and all couriers as a 'successful delivery', and we therefore accept no responsibility, and will issue no refunds, should you fail to collect it in the designated time period. We will not under any circumstances refund an order which has failed to be delivered due to any of the aforementioned reasons.
Please make sure you are aware of any customs/import fees that may arise when shipping packages into your country. We cannot advise on this as the process differs from country to country. Please see below -
We also do not accept liability for any international parcels which do not pass your country's customs clearance process or incur customs charges. Different countries' customs clearance processes cam differ in speed, strictness, fees, and other factors and these are completely out of our hands. This is something which you must look into and is a risk that you take when placing an online order from overseas - it is the customer's responsibility to be aware of any potential extra fees which they may incur from importing purchased goods into their country. If a customer refuses to pay the customs charges/import duties/taxes/fees and the item is returned to us, we will be unable to issue a refund due to the spoilable nature of food & drink products and the length of time that it takes for these refused returned parcels to get back to us. If it is returned to us within a short amount of time, and the product is not spoiled, we may be able to offer a discretionary partial refund - this will, at a minimum, have the initial shipping fee, return shipping fee and a 25% restocking fee deducted. Due to this, we are also unable to accept any cancellations/refunds.
We cannot accept responsibility for damage that can reasonably be expected to occur to food & drink items whilst being shipped internationally. This includes melting of sweets and/or chocolate which are shipped to warm areas - unfortunately the effects of the weather where you live are completely out of our control! Do bear this in mind before ordering.
All shipping time estimates are provided by the couriers. These are what they aim for in every possible situation, however please do understand that potential delays can occur, particularly at the minute due to the COVID-19 situation. These are, unfortunately, out of our control and we cannot issue any refunds for orders that are not delivered within the standard estimated timeframes. Our dispatch times should also be viewed as a guide - most parcels are dispatched very quickly (usually towards the lower end of the dispatch time estimate), but during particularly busy periods some parcels may be sent slightly outside of these timelines.
We accept no liability for any missing orders if the tracking information for the parcel is showing the order as delivered to the provided address.
We DO NOT SHIP TO PO/APO BOXES - please provide a residential address for delivery. This is clearly stated on our checkout page within the shipping address field to reduce the chance of it being missed. If it is missed, and you enter a PO/APO Box address, this can cause delays with dispatch and delivery as we have to realise the PO Box error (this can be a number of days after you ordered), email you to request a residential address, and then wait for a response. This delay is not our fault and if you wish to cancel an order, the 8% deduction fee still stands.
Dispatch times: Domestic/UK Orders 1-3 working days, International Orders 1-7 working days
Parcels are only shipped on weekdays - Saturday and Sunday are not 'working days'.
If you do have any questions, please feel free to email us at email@example.com