Refund policy

N.B - Unfortunately some postcodes are excluded from DPD Next Day/Saturday delivery (BT, PA, PH, AB, IM, IV, KW, HS). In this instance orders will be sent by Royal Mail next day delivery service.

At Kandy's Clothes we want all our customers to have a good experience and

Refunds

For UK orders: we have a 25-day return policy, which means you have 25-days after receiving your item to request a return

International orders: return’s must be made within 30-days of delivery date

Please be aware all return shipping cost are the responsibility of the customer except where an item is confirmed to be faulty after verification by our team. Initial shipping costs are also not refunded.

To be eligible for a return, your item(s) must be in the same condition that you received it, unworn and unused, with tags, and/or ribbons attached and in its original packaging. In the event that the original packaging is damaged and can not be used, please use a suitable sealed waterproof package. Please do not remove the tags until you are happy to keep the item. If the item appears to be faulty, please get in touch as soon as possible.
(email info@kandysclothes.com with your order number and images of the fault). Please do not wear the item.
your purchase is to be returned unworn and unwashed and additional care must be taken when trying on the item. please ensure that no marks hair or fragrance are left on the items purchased from us. We may deduct from your refund of the price to reflect any reduction in the value and saleability of the goods. Please note that this maybe up to the full amount of the price of your order if this has been caused by your handling the item(s) in a way which would not be permitted in a shop.

The hygiene sticker must still be intact, unbroken and attached to all bodysuits and dresses that have a bodysuit style. Please try garments on over your underwear and do not remove the hygiene sticker.

Shoes must be tried on indoors and show no signs of wear and must be returned in the shoebox they were delivered in.

Unfortunately we are unable to offer refunds for earrings, lashes or any makeup products that has been opened and or used.

Kandy's Clothes store credit will be emailed to you which you can use to repurchase another item or save your Kandy's Clothes store credit for another time as it never expires.

To start a return please use the returns portal which can be found in the main menu or at the footer of any page you are on. We can also be contacted at info@kandysclothes.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Be sure to use a tracked delivery method when returning your item(s) as Kandy's clothes are not responsible for returns lost in transit.

Please inspect your order upon receipt and contact us immediately if the item is faulty, or if you receive the wrong item, so that we can evaluate the issue and make it right.

In the event that you loose or misplace your invoice, please include a note inside your parcel with any identifying information that can help us to identify your order, such as name, order number, email address etc as we are are unable to issue refunds for items returned to us without any identification inside the parcel.

non-returnable items

Certain types of items cannot be returned, such as earrings that go through the ear lobe, this is for hygiene reasons. Custom products (such as special orders or personalized items), and personal care goods (such as beauty products). and underwear if hygiene seal has been removed. Please get in touch if you have questions or concerns about your specific item.

returns of sale items will be refunded if faulty to the value of the sale price, otherwise a store credit will be issued.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. It can take up to 10 business days for the refund to appear in your account, so please do not worry. In the event that your refund is taking longer than 10 days, please contact us at info@kandysclothes.com so we can look into the delay. Alternatively do inform us if you would like a store credit instead to be used for your next purchase.

Returns outside of returns window

We regret to inform you that we cannot accept returns for refunds or store credit if the item is returned outside of the designated return period. Any orders received after this period will be returned to the customer. The customer will be invoiced for any rejected returns to cover associated costs."

How do I track my order

All orders are dispatched using a tracked delivery method. Once your item is shipped, tracking information is promptly sent to you. Please monitor your tracking details for any updates. Please be aware that our access to tracking information is identical to yours. If you haven't received your tracking information, kindly check your spam or junk mail folders. Alternatively, you can email us at info@kandysclothes.com for assistance with your tracking details. Additionally, you can track your order via Kandy's Clothes webchat!

I have not received my order

If your order hasn't arrived, please contact customer service at info@kandysclothes.com or message us via chat. We'll promptly reach out to the courier to track down your order.