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Orders and Shipping
Here are some frequently asked questions about orders and shipping
How long does it take before I receive my order?
Orders posted on working days before 19:00 will be shipped the same day via PostNL
All packages sent are equipped with a track-and-trace code, which you receive by e-mail. This way you can easily follow the status of your order. PostNL normally delivers your package on the next delivery day (Monday to Saturday). Both delivery services strive to deliver within 2 delivery days, which succeeds in almost all cases.
In exceptional cases, such as during busy periods or unforeseen challenges with our delivery partners, the delivery of your order can take a little longer. We ask for your understanding and patience for this, because the delivery speed is outside our direct control.
If you have not received your order after one week, please contact us via our contact options. We will immediately investigate where your package is and strive for a suitable solution for you.
How do I create an account?
When placing an order through our webshop, you can easily create an account by specifying your e-mail address and a password.
How do I change my shipping address?
Within your account, under the "Address" section, you have the option to edit and store your address.
How do I follow the status of my order?
You will receive an e-mail from us with a track-and-trace link, with which you can easily follow the progress of your order.
What means of payment do you accept?
You can pay easily and quickly with us with:
- iDeal
- More
- Amex
- Apple Pay
- Google Pay
- Maestro
- Visa
- PayPal
- UnionPay
- Clarna
Are the prices incl. VAT?
Certainly, all prices mentioned include VAT.
Postage costs
All orders at Candyroyal are sent via PostNL. Once your order has been sent, you will receive a track & trace number by e-mail. Orders of € 50 or more are eligible for free shipping via PostNL. Orders placed before 6 p.m. are shipped the same day. During the weekend, orders placed on Saturday before 12:00 will be shipped the same day.
Service point Delivery
If your package is delivered via a service point, you have 7 days to pick it up. If you do not collect the package within this period, it will be sent back to us. To have the package returned, you must contact us yourself and the shipping costs for the new shipping are for your account.
Returns and refund
Here are some frequently asked questions about returns and reimbursement.
What is your return policy?
You have the right to cancel your order up to 14 days after receipt without giving a reason. After cancellation you have another 14 days to return your product. You will receive the full order amount, including shipping costs. Only the costs for returning your home to the web store are for your own account. These costs are approximately € 7.25 per package; Consult the website of your carrier for the exact rates.
If you use your right of withdrawal, you must return the product with all supplied accessories and - if reasonably possible - in the original condition and packaging to us. If the product or packaging is more damaged than is necessary to assess the product, we can pass on the value reduction of the product to you. So treat the product with care and ensure that it is well packaged with a return.
To make use of this right you can contact us via info@candyroyal.nl We will refund the order amount due within 14 days after the registration of your return, provided that the product has been returned in good order.
My order has arrived damaged
How annoying to hear! Our apologies for the inconvenience. Would you please send a photo of the problem within 48 hours to support@candyroyal.nl? We will process your complaint as soon as possible.
We pack our packages very carefully.
Parcel delivery and liability
If you have indicated via the PostNL app or the PostNL website that the package may be delivered to a predetermined location, it is important to know that both Candyroyal and PostNL are not responsible for any loss, damage or theft of the package After it has been left at the chosen location without supervision. We strongly recommend that you have your package delivered to your home or to pick it up at one of the many available PostNL package points in order to avoid risks.
Complaints procedure
It can always happen that something is not entirely as planned. We recommend that you first make complaints known to us by emailing info@candyroyal.nl.
If this does not lead to a solution, it is possible to register your dispute for mediation via WebwinkelKeur via https://www.webwinkelkeur.nl/kennisbank/consumenten/schil.
It is also possible for consumers in the EU to report complaints via the European Commission's ODR platform. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet processed elsewhere, you are free to deposit your complaint via the European Union platform.