Frequently Asked Questions
- My discount code is not working, what do I do?
- Where is Candylane based?
- Where are your products shipped from?
- Do you ship internationally or process international credit cards?
- How can I pay for my order?
- How long will it take me to get my order?
- How can I check the status of my order?
- Can I cancel or change my order?
- Can I exchange my order?
- What do I do if my order is damaged?
- Why did I only receive part of my order?
1. My discount code is not working, what do I do?
We are sorry you are having trouble checking out, have you made sure the discount code was typed correctly? Discount codes are case sensitive. If it's still not working DM us on Instagram or send us an email at email@example.com.
2. Where is Candylane based?
We are solely an online brand.
3. Where are your products shipped from?
We ship from various warehouses around the US & Asia. We also offer free shipping worldwide.
4. Can you ship internationally or process international credit cards?
We offer international shipping and accept all credit cards.
5. How can I pay for my order?
Candylane currently accepts Visa, MasterCard, Discover, and American Express. We also accept payment via PayPal.
6. How long will it take me to get my order?
Processing for orders can take 1 to 4 days. Then US Shipping takes 4 to 7 days and international shipping usually takes anywhere from 8 to 15 days.
7. How can I check the status of my order?
We know you can't wait to receive your order, which is why we will be sure to notify you when your order ships via email. You can also see the current status of your order by using our 'Track Your Order' page.
8. Can I cancel or change my order?
We begin processing orders as soon as they are placed, for this reason we are unable to cancel or make changes to orders. Returns can be initiated, check out our returns page.
9. Can I exchange my order?
We do not offer exchanges at this time. If you’d like to make an exchange, simply return the unused goods back to us and make a new purchase for the item or items you want through our site.
10. What do I do if my order is damaged?
We are so sorry to hear that your order arrived in less than pristine condition! Please let us make it right. Our customer service team will be more than happy to assist with processing a replacement order or issuing a refund. You may contact our customer service team by sending us an email at firstname.lastname@example.org.
11. Why did I only receive part of my order?
Don't worry, it's on its way! While we do our best to ship all orders in one package, there are times when orders will ship from multiple warehouses. If you did not receive multiple tracking numbers, please reach out to our customer service team for assistance.