FAQ
Welcome to the Kandy Klan FAQ page! Here you’ll find answers to the most common questions about our products, practices, and policies. If you have any additional questions, please contact us at info@kandyklan.co.uk.
General Questions
1. What is Kandy Klan? Kandy Klan is a family-owned, UK-based pick-and-mix candy company dedicated to providing delicious treats with a sustainable twist. Our mission is to deliver high-quality, eco-friendly candies that everyone can enjoy.
2. Where are you located? We are based in Skegness, Lincolnshire. Our address is 10 Viking Drive, Skegness, Lincolnshire, PE25 2FB, UK.
3. How can I contact Kandy Klan? You can reach us via email at info@kandyklan.co.uk. We’re always here to help with any questions or concerns.
Products and Ordering
4. What types of candy do you offer? We offer a wide range of pick-and-mix candies, including customisable and pre-mixed selections. Our candies cater to various tastes and dietary preferences.
5. Can I customise my own pick-and-mix selection? No, we discontinued our customised pick and mix sweets range to focus on offering high quality individual sweets at affordable prices.
6. Are your products suitable for people with allergies? We provide detailed ingredient lists and allergen information for all our products based on manufacturers' declarations. However, please note that our candies are produced in facilities that handle other products containing allergens, so we cannot guarantee they are completely free from traces of allergens.
7. Are your products suitable for vegans or vegetarians? We offer a selection of vegan and vegetarian-friendly candies. Please check the product descriptions for specific dietary information.
8. How do I place an order? To place an order, browse our website, add your desired products to the cart, and follow the checkout process. You will receive an email confirmation once your order has been placed.
9. What payment methods do you accept? We accept major credit cards, debit cards, and PayPal for online purchases. At markets and events we accept cash and card.
Shipping and Delivery
10. How long does delivery take? Delivery times vary based on your location and the shipping method selected at checkout. Standard delivery typically takes 3-5 business days, while expedited options are available for faster delivery.
11. Do you ship internationally? Currently, we only ship within the UK. We are exploring options for international shipping in the future.
12. How much does shipping cost? Shipping costs are calculated at checkout and depend on the delivery method and destination.
13. How can I track my order? Once your order has been dispatched, you will receive an email with tracking information. You can use this information to track your order on the courier’s website.
Returns and Refunds
14. Can I return or exchange my order? Yes, we are happy to accept returns for all products which are un-opened. If you receive a damaged or incorrect item, please contact us within 14 days of receipt for a replacement or refund.
15. How do I request a refund? If you need to request a refund, please email us at info@kandyklan.co.uk with your order number and details of the issue. We will review your request and respond within 14 days.
Sustainability
16. Is you packaging recyclable? Yes, but please check with your local authority and/or recycling scheme before disposing of it. Our packaging contains at least 30% recycled material.
17. How does your tree planting initiative work? For every order valued at over £20 placed, we plant a tree in partnership with leading environmental organisations. This initiative helps combat deforestation and supports global reforestation efforts.
18. What other sustainability practices do you follow? In addition to using eco-friendly packaging and planting trees, we prioritise sustainable sourcing and energy-efficient operations. We continuously seek ways to reduce our carbon footprint and promote a greener future.
Promotions and Discounts
19. Do you offer any promotions or discounts? Yes, we regularly offer promotions and discounts. Sign up for our newsletter to stay updated on the latest deals and special offers.
20. How can I stay informed about new products and promotions? Follow us on social media and subscribe to our newsletter to receive updates on new product launches, special promotions, and exclusive offers.