FAQS

How Can We Assist?

WHAT ARE THE PAYMENT OPTIONS?

We accept Visa & MasterCard.

WHAT IS YOUR RETURN POLICY?

Returns & Refunds

At myCandy we want you to be happy with your online purchase. However, if you are not completely satisfied, you can return the product to us and we will either replace it, or refund you, subject to the below terms.

We run our business in compliance with the Consumer Protection Act and our exchange and refund policy follows this Act.

All goods sold on this site are intended for domestic use.

Due to the fragile and heat sensitive nature of any chocolate product we cannot accept any returns nor provide any refunds, while we take every precaution to ensure your goods are received in good order.

A refund / return needs to be logged within 7 days of receiving your order.

Goods will not be considered for refund or return if:

• damaged and used. 

• missing the original labels and stickers and these are still attached to the product.

• a foodstuff, beverage or other product intended for everyday consumption.

Any item you wish to return needs to follow the process below:

1) Send an email to mycandyza@gmail.com, include your order number and item(s) you wish to return, the reason for your wish to return, where possible, attached photo of the product.

2) You will be provided with a “Return To” shipping address.

3) To ensure your request is processed as quickly as possible you are responsible for the following when returning your products.

• package your products safely and securely for protection during transit; and

• clearly mark your return reference number on the outside of the parcel.

• You will be responsible for shipping costs.  You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

4) Once item(s) are received we will inspect to verify items are in the condition in which they have been originally shipped from us.

5) If a product is returned, we will, following receipt and examination of such product, reimburse you with the purchase price paid by you for the product, or pass a credit for future purchases, excluding any applicable delivery costs and/or charges.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item.

The product must be returned via courier to our physical address, which will be provided to you upon request.

If such variation is not available, we will refund you the purchase price of the product within 10 days of the return.

We are entitled to inspect the product to validate your return.

Not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the website, please notify us and we will collect the product from you at no charge. 

Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or refund you with the purchase price of the product within 10 days of the return. Original packaging must be included and undamaged and unworn.

Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify immediately of such delivery / collection emailing us directly on mycandy@gmail.co.za

Please note that we only refund to the payment method that you originally used – i.e., payment by credit card will be refunded to the same credit card.

WHAT ARE YOUR DELIVERY CHARGES?