Refund policy

Last updated: October 14, 2025

At CandiesHeaven, we strive to ensure every order arrives in perfect condition and brings a smile to your day. However, if there’s an issue with your order, we’re here to help within the guidelines below.

Return Window

We have a 14-day return policy, which means you have 14 days from the date you receive your item to request a return.

Eligibility for Returns

To be eligible for a return:

  • Your item must be unopened, unused, and in the same condition you received it.

  • It must be in its original packaging.

  • You’ll need to provide a receipt or proof of purchase.

Due to the perishable and consumable nature of our products, we cannot accept returns on:

  • Opened or partially consumed products

  • Perishable food items such as sweets, chocolates, or beverages

  • Sale items or gift cards

How to Start a Return

To start a return, please contact us at support@candiesheaven.com.

Once your return is approved, you’ll receive full instructions on how and where to send your package.

Please note:

  • Customers are responsible for return shipping costs.

  • Returns sent without prior approval will not be accepted.

All returns must be sent to:

CandiesHeaven (Kulz Trader Ltd)

4 London Street,

Basingstoke, RG21 7NU,

United Kingdom

Damaged or Incorrect Items

Please inspect your order upon arrival.

If you receive an item that is damaged, defective, or incorrect, contact us within 24 hours of delivery at support@candiesheaven.com with your order number and photos of the item.

We’ll review the issue and work to provide a replacement or refund.

Refunds

Once we receive and inspect your return, we’ll notify you of approval or rejection.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note:

  • The original delivery charge will be deducted from your refund.

  • If a delivery attempt fails due to an incorrect address or non-collection and the parcel is returned to us, a refund will be issued minus the delivery charge.

  • You are fully responsible for providing a correct and complete delivery address.

If more than 15 business days have passed since your refund was approved, please contact us at support@candiesheaven.com.

Exchanges

We do not offer direct exchanges. If you wish to order another item, please place a new order once your return has been processed.

CandiesHeaven (operated by Kulz Trader Ltd)

Company Registration No: 13064942

4 London Street, Basingstoke, RG21 7NU

support@candiesheaven.com