We offer standard shipping: Royal Mail 2nd, 1st class, Royal Mail 24, 48 hours (aim, not guaranteed), and a Special Delivery Service. Tracking ID number, Dispatch Confirmation & Estimated Delivery Date provided.
Shipping cost: start from 2.99. All orders have an individual shipping price: depending on the size & weight formats of the package, the labour it takes to package a parcel, the packaging materials we use, and the postal label cost from the delivery company.
We cannot refund any shipping costs due to delivery delays (delays are out of our control), if the package already shipped or if you think that the postage cost is too high.

If you didn't receive your parcel by the estimated delivery date, please let us know immediately.
Please, bear in mind, that we won't proceed with actions or that a parcel is ‘lost’ in the post until it has been a full 10 working days from the date of expected delivery the UK ONLY (Royal Mail policy).
Undelivered EU parcels should be reported to our shop as soon as possible based on the estimated delivery time. The latest applicable report is 20 days after the estimated shipping date. By reporting undelivered parcels within 20 days, it is possible to investigate the cause of the delay/loss and take corrective action.
The quicker we receive your request, the better chance we have of solving it.

If the parcel is returned to our shop with reasons:

- UK Royal Mail (EU has its postal service) couldn't deliver (incorrect/incomplete address, no response/refusal from the recipient).
- Unclaimed parcel. The parcel was not picked up on time at the UK Post Office (the EU has its postal service).
- Customs refused the parcel without explanation.
Our shop cannot accept returns for perishable or bespoke goods. This refers to all CandyDuke products as they are made to order. They will have to be discarded due to the nature of the items. Because of this, we cannot refund you, so please ensure your parcel is received. Tracking number & Estimated dates provided.

Thank you for understanding.

Please notify us within 48h if your parcel was marked as delivered, but you have not received it. Any issues raised after this we are unable to investigate.

Carefully check SAFE PLACES, if the address is correct, talk to your neighbours, and your family members, and talk to your mail carrier to check that it was delivered. Your mail carrier is the most reliable source of information.

If it has been missing/stolen, please file a prompt police report. Filing a prompt police report will help ensure that the issue is properly investigated.

Please note that WE WILL NOT TAKE ANY ACTION UNTIL WE RECEIVE AN UPDATE ON THE STATUS OF YOUR PACKAGE FROM ROYAL MAIL (IT A LENGTHY PROCESS)

Thank you for understanding.

Which services can I track?
Royal Mail Special Delivery Guaranteed®, International Tracked & Signed
Which services show a confirmation of delivery?
1st and 2nd Class small&medium parcels only (no signature).
How can I get confirmation of delivery?
You will receive an email from our Etsy store - Dispatch Confirmation email with the tracking ID for your package.
NOTE: If you choose standard shipping (Royal Mail 1st and 2nd Class) you can track your post to confirm when your parcel has been delivered or attempted to be delivered. Royal Mail 1st and 2nd Class parcel services aren't tracked throughout their journey.
If you would like to track your item the entire way through the delivery network make sure you choose a Special Delivery service.​

We cannot accept any returns for perishable or bespoke goods. This refers to all our products as they are made to order. If an item is returned to our shop or refused by the recipient for whatever reason (did not meet expectations etc.), we cannot accept the items and they will have to be binned due to the nature of the items which means we are unable to refund so please ensure to read an item description carefully. If not sure, please send a message we are more than happy to help.

We’re sorry if you’ve had a problem with your order.

If you have issues with your order: a damaged/incomplete, undelivered to ensure your request can be addressed promptly, please notify us within 48h.

If your order arrives damaged/incomplete.
To open a case with the postal service provider (ROYAL MAIL, DPD) regarding the damaged item we need to provide photographs to prove it. So, please send us images of the full-sized damaged pack/container and all original packaging, so that we can open a claim with a delivery company and begin the process of issuing a refund.

Thank you for your understanding.

We accept cancellation from the customer side within 24h of purchase.
We apologize if we cancel your order or one of the items.
If it happens, it was beyond our control due to technical/mechanical issues or delivery delays. (We do not stock a large quantity of non-freeze-dried sweets. Sometimes the wholesalers struggle to deliver the parcels on time as well).
In this case, we will do a partial refund for the cancelled items or a full refund for the order.

Yours in service,
CandyDuke Team

You can track or check the status of your package directly from the Royal Mail website by using the tracking ID - the tracking ID number will be shown in your Dispatch Confirmation email, which you receive from our Etsy store.

It is important to remember: If you choose the standard delivery method (Royal Mail 1st Class or 2nd Class small/medium parcels) you can track your post to confirm when your parcel has been delivered or attempted to be delivered

If you would like to track your item the entire way through the delivery network you might need to choose a Special Delivery service.​

VAT and or Customs Duty may apply to the order.

If we are sending packages from the UK (a non-EU country) to the EU, we will include an IOSS number. You can find this number next to VAT-eligible orders on your Orders & Delivery page, or in your order confirmation emails.

If you have any questions or concerns, please feel free to reach out to your local customs service, or send us a message and we'll be happy to assist you.