FAQ

Can I exchange an Item?

We currently do not offer exchanges. If you would like more information, please email us at: hello@candyqueenstore.com

Can I cancel/make changes to my order?

You can amend your order as many times as you like before you click PLACE YOUR ORDER. After this point you will be unable to make amendments. We process orders super- fast to get them ready for dispatch

 Where is my order?

You will receive an email once your order has been dispatched which will contain tracking information. You can contact our Live Chat to help track your order. Please remember that on some occasions it could take up until 9pm for the courier to deliver your package.

Why haven’t I received a confirmation email?

Please double check that you entered the correct email address. We would also advise checking your junk folder.

Why have I been charged tax

The prices on our website include 20% tax, which applies to all luxury items in the UK. This is broken down on your invoice for our international customers. Please don’t worry, we aren’t charging you any extra. If you would like some more information on this, please contact our LIVE CHAT.

Why has my order been cancelled?

Our items sell out super quickly due to such a high demand and on occasions, an item you have ordered can suddenly become unavailable. These cases are rare and if an item in your order sells out, we will contact you as soon as possible to confirm the cancellation of your order. If your order contains additional items, we will dispatch the rest of your order and refund the out of stock item.

How do I track my Candy Queen goodies?

We ship all UK parcels with DHL If you have a tracking number, please enter it in the DHL website.

Do you dispatch orders over the weekend or bank holidays?

Our warehouse is closed over the weekend and bank holidays. Any orders placed after 8pm on a Friday are dispatched on a Monday, which is the next working day. Please see our delivery page for all info on our delivery services.

What happens if I’m not in when my goodies are delivered?

The delivery company may leave the parcel with a neighbour. The delivery company will leave a card saying that they have attempted to deliver the parcel and provide you with details on where the parcel has been delivered to, how to contact them to rearrange a delivery time or to advise where you can collect your parcel from.

Will I be charged custom and import fees?

The price of our items does not include customs and import duties which will vary from country to country. You may be required to pay these before our courier is able to deliver your order. If you refuse to accept delivery of the items you have purchased, the courier may return the items to us. Should this happen, Candy Queen Store may be required to pay additional charges to the courier in respect of the cost of return, including customs and import duties that were payable by you. We will look to recover these costs from you by deducting the relevant amount from any refund owed to you.

Is your website safe?

Don’t worry, our website is super safe.

Why can’t I log into my account?

We’re sorry you’re having some technical problems. Please, double check there isn’t a space in front of your email address when you are trying to log in.

How do I change my password?

We’re sorry you’re having some technical problems. Please, double check there isn’t a space in front of your email address when you are trying to log in.

How do I change my password?

There is a link to reset your password on your PB account. If you’re still struggling, please pop our Customer Care team an email with your email address at: hello@candyqueenstore.com

How do I change an address on my account?

No problem! Simply log into your CQ account and head over to the addresses section. You can update any addresses on your account here. Please note this does not apply once the order has been placed.

Which currencies do you accept?

Your order will always be converted into pounds by your bank. You can select your currency preference at the top of the website, however these prices are only shown as a guide.

Do you have a size guide?

All of our sizes are true to size unless stated otherwise on our website product page. Our sizes are listed in UK sizes. You can find a size guide on all of our product pages.

How do I collab with Candy Queen Store?

If you’d love to collab with us, please send us an email to natalie@candyqueenstore.com with your full name and links to your page. If this is something we’re interested in we’ll get right back to you.

Do you offer wholesale?

Yes, we do. We’re always happy to hear from stockists. Please contact: hello@candyqueenstore.com

Do you have a shop?

We are currently an online store only.