Returns

RETURNS

Where do I find a returns label?

Follow the link here to download a new returns label. Don’t forget to keep your return postage receipt from the Post Office as this will have your tracking number on.

What do I do if I’ve received an incorrect/faulty item?

If you happen to receive an incorrect or faulty item, please get in touch via the content form within 7 days. We need your order number and a photo of the fault so we can sort this out straight away for you.

How long do I have to return an item?

We understand that sometimes you change your mind about a style if you’re not lovin’ the look when it arrives and we’ve got no problem with that! You can return any item you don’t want to keep, we just ask that:

 

  • tIems must be returned within 14 days of delivery. Should we receive your return back at CANDY QUEEN STORE HQ after this time frame, you will only be eligible for a credit note. The decision to issue a credit note will be made on an individual order basis for orders returned between 14-28 days.
  • Items must be unworn and unwashed.
  • Items must have all tags still attached.We reserve the right not to refund you if you return items to us outside the terms of our Returns Policy. The cost of returns must be paid by the customer.

How do I return an item?

How do I return an item? Your order must be in its original condition with all tags attached and within 14 days of you receiving the item.


ROYAL MAIL: If you are a UK customer, simply peel and stick the pre-paid Royal Mail label onto the front of your parcel and take to a Post Office where you will receive a receipt with your tracking number on. You must obtain proof of postage in case your order is misplaced on its way back to CANDY QUEEN STORE.


If you would prefer to return without using a provided label, we recommend using a recorded service so your parcel can be easily tracked. CANDY QUEEN STORE cannot be held responsible for any lost parcels.

If you have misplaced your original invoice, you must enclose a note with your return stating your name and order number. Please send your return to our address at CANDY QUEEN STORE PO BOX address

 

How much does it cost to return an item?

If you use our returns label we deduct £2.50 for using this from your refund. However, If you choose to pay to return the parcel yourself, we do require you to return this using a tracked service.

 

How do I track my return?

If you have used our returns label or returned your order using a tracked service, you should have received a receipt with a tracking number on from Royal Mail. You can track this by heading to the Royal Mail track and trace section then simply enter your tracking number. The Royal Mail website to track your return can be found at https://www.royalmail.com/track-your-item.

Where is my refund?

We ask for 7 working days to process your return once your parcel has been received into our warehouse, however, we always try to issue refunds as quickly as possible. Once everything has been processed, we will send you an email containing all of the details of your refund. Please note, it can take your bank a further 2-10 days to show this refund on your account. If you have any questions about your refund, just let our team know by sending us an email at customercare@candyqueenstore.com

Why have I been refunded the incorrect amount?

Please contact our glam team using the contact form and they will look into this urgently! Please bear in mind that there will be a deduction of £2.50 where the pre-paid label has been used.

What is the process for international returns?

To return an item back to us from outside of the UK: Your order should be still in its original condition with all tags attached. Please fill in your details on the back of the invoice, put this into your parcel and post it to us at: Candy Queen Store Returns, xxxxxxx address.

 We recommend that you send this as recorded delivery so you can track it on its way back to us. We’ll drop you over an email once we’ve processed your return. Unfortunately, we don’t cover return postage costs. You must obtain proof of postage just in case your order is lost on its way back to Candy Queen Store.