Return Policy

We hope that you love your CANDY LOVE items, but if for any reason you don't, we're happy to offer a refund or exchange. All you need to do is get in touch with us within 14 days of receiving your order and return the item(s) to us within 30 days.

Items returned must be unused, with original packaging and tags still in place.

To be eligible for a credit/exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging with tags still in place.

Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. 

Wrong Address - If you provided an address that is considered insufficient by the courier, you will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself (if and as applicable).

Please note that gift cards are non-returnable.

Requesting a Refund/Exchange
To request a refund, please email ........... within 10 days of receiving your order, to notify us of your return.  Please note that we will only offer full refunds for items that we have been made aware of in advance.  

Whether you require an exchange or credit, please enclose the packing slip that’s included with your order and ensure this is shipped with the items you wish to return. 

There are certain situations where no or only partial refunds will be granted (if applicable) and this includes:

  • Any item not in its original condition, marked, dirty, damaged, or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery, or has been worn or washed/dry cleaned.

Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons,

Please note that:

  • When reshipping your order, new shipping charges will be applied.

 

Refund Approvals
Once your return is received and inspected, we will send you an email to notify you that we’ve received your return. We will also notify you of the approval or rejection of your refund.

If the refund is approved, then it will be processed within 10 working days, and returned to your original payment method.  Funds should be in your account within 5 working days. In the case of store credits, these will automatically be applied to a gift card and an email with details will be sent to you.  

Late or missing refunds (if applicable)
If you haven’t received your refund or received a refund confirmation email (sent automatically), please contact us to confirm that your refund has been actioned by emailing ............

Exchanges

We only exchange items if they are NOT defective or damaged. If you wish to exchange an item for a different size (of the same item), then please email: hello@candylovestore.pt and we will confirm stock availability.  If the item is in stock then we will hold it for you until we receive your original order. If the item is not in stock, then a credit will be applied to your account to be used within 12 months.

Please follow the returns process and return any items using your preferred mail provider:

  • Packages sent out from our US and Mexico facilities are returned to 217 Wrangler Drive, Coppell, Texas 75019.
  • Packages sent out from our facility in Canada are returned to Unit 3, 3500 Laird Rd, Mississauga, ON L5L 5Y4, Canada.
  • Packages sent out from our Latvian facility are returned to Lidostas Parks, Marupes novads, Latvia LV-2167.
  • Packages sent out from our Spanish facility are returned to Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain.
  • Packages sent out from our UK facility are returned to Antar 2, 1 Headway Road, Wolverhampton, WV10 6PZ.
  • Packages fulfilled by our partner facilities in Australia are returned to 40 Tanimbla Street, Kedron, Queensland 4031, Australia (apparel orders); 338 Albert St, Brunswick VIC 3056, Australia (non-apparel orders, except for phone cases); 6 Axis Crescent, Dandenong South VIC 3175, Australia (phone cases).
  • Packages fulfilled by our partner facilities in Japan are returned to Komiyaji 817-3, Shinwamachi, Amakusa, Kumamoto prefecture, 863-0101 Japan (apparel orders); Ibe 15, Kunogi, Nakanoto, Kashima, Ishikawa prefecture, Japan 929-1801 (non-apparel orders).
  • Packages fulfilled by our partner facility in Brazil are returned to Rodovia Santos Dumont, 4791 (Antigo KM 3,5), Armazém 111, Galpão 02, Empreendimento Caxias Park. Parque Paulista. CEP 25251-460. Duque de Caxias - RJ, Brasil.
These addresses should be used only for product returns.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift card will be emailed to you.
If the item wasn’t marked as a gift when purchased, then a credit will be applied to the senders' shop account to be used at a later date. Gift certificates and store credits are only valid for 12 months from the date of issue.

Please note that you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Please note we do not offer postage-paid returns at this time and are unable to cover shipping costs.

Depending on where you live, the time it may take for your returned products to reach us and/or your exchanged products to reach you, may vary.

When shipping an item back, we recommend using a trackable shipping service and purchasing shipping insurance.