Shipping & Returns
Shipping:
At Candour, we want your delivery experience to feel as considered as the product itself. We work with trusted delivery partners to make sure your order arrives safely, securely and with clear communication throughout.
Free mainland UK delivery
We currently offer free mainland UK delivery on all Candour orders.
This applies to standard mainland UK addresses. Some remote areas, islands and non-mainland locations may not be available for delivery, or may require a separate delivery quote. If you are unsure whether we can deliver to your postcode, please contact us before placing your order.
Delivery times
For in-stock items, delivery usually takes 2–3 working days from dispatch.
If a product has a longer lead time, this will be shown clearly on the product page before you place your order.
Once your order has been placed, you will receive an order confirmation by email. When your order is ready to leave us, we will provide delivery updates and, where available, courier or tracking information.
Large furniture deliveries
Some Candour products are large, heavy or fragile, so they may be delivered by a specialist courier rather than a standard parcel service.
Please make sure that your delivery address is correct, that there is suitable access for the delivery, and that someone is available to receive the order.
Please let us know in advance if there are any access restrictions at your property. This may include narrow roads, gated entrances, stairs, flats, apartments, restricted parking, low bridges, gravel driveways or locations where a large delivery vehicle may struggle to reach the property.
If our courier is unable to complete delivery due to incorrect address details, no one being available, or access restrictions that were not shared with us in advance, a redelivery charge may apply.
Delivery areas
Our free delivery service currently applies to mainland UK addresses only.
We may be unable to deliver to certain remote or non-mainland locations, including the Scottish Highlands, Scottish Islands, Northern Ireland, the Channel Islands, the Isle of Man, the Isle of Wight and other offshore or remote postcodes.
If your postcode falls outside our standard delivery area, please contact us before ordering and we will let you know whether delivery is possible.
Delivery appointments
Where a delivery appointment is required, either Candour or our delivery partner will contact you to arrange a suitable delivery date.
Please check the agreed delivery date carefully and let us know as soon as possible if you need to make any changes. Missed deliveries or late changes may result in additional courier charges.
Checking your order on delivery
Please inspect your order as soon as it arrives.
If there is any visible damage to the packaging, please make a note of this with the courier where possible and take photos before opening the item.
If your item arrives damaged, please contact us as soon as possible, ideally within 48 hours of delivery, with your order number and clear photos of the packaging and affected item.
This helps us resolve the issue quickly with our delivery partner.
Delivery delays
We do our best to meet the delivery times shown on our website, but delivery times are estimates and may occasionally be affected by courier availability, peak periods, weather, access issues or circumstances outside our control.
If there is a delay with your order, we will contact you as soon as possible and keep you updated.
Questions about delivery
If you have any questions about delivery before placing your order, please contact us and we will be happy to help.
Email: info@candour-online.co.uk
Live chat: available on our website
Support hours: Monday to Saturday, 9:00am to 8:00pm
Returns:
Refunds & Returns Policy
At Candour, we want you to feel confident when ordering from us. If something is not quite right, our team is here to help.
This policy explains how cancellations, returns, refunds, damaged items and faulty products are handled. Nothing in this policy affects your statutory rights.
Contact details
To start a return, cancellation or refund request, please contact us using the details below:
Email: info@candour-online.co.uk
Live Chat: available on our website
Support hours: Monday to Saturday, 9:00am to 8:00pm
Please include your order number, full name, delivery postcode and, where relevant, clear photos or videos of the item and packaging.
Change-of-mind returns
We offer 30-day returns on eligible orders.
You have 30 days from the date your order is delivered to tell us that you would like to return your item.
For change-of-mind returns, customers are responsible for the cost of return delivery or collection. We will confirm the return options available to you before the return is arranged. If you would like us to help arrange collection for a large furniture item, we will confirm the collection cost in advance. This cost may be payable before collection or deducted from your refund.
Typical return collection costs for large furniture item depends on the item, location and courier availability, however, please get in touch and we will be able to quote for a collection if required
To be eligible for a change-of-mind return, the item must be returned in a resalable condition, with all parts, accessories, cushions, covers, fixings, manuals and packaging included where reasonably possible.
Please take reasonable care of the item while it is in your possession. You may inspect the item as you would in a shop, but items that have been assembled, used outdoors, damaged, modified, marked, stained or used beyond reasonable inspection may not be eligible for a full refund.
For firepit products, the firepit component must not have been used, connected to a gas supply, modified or damaged if you are returning the item because you have changed your mind.
Your legal cancellation rights
For online orders, you also have a legal right to cancel your order within 14 days of receiving your goods, without giving a reason.
If you cancel within this period, you then have 14 days from the date you tell us you are cancelling to return the goods or make them available for collection.
For change-of-mind cancellations, you are responsible for the cost of returning the goods to us, unless the item is faulty, damaged, incorrect or not as described.
We will refund you within 14 days of receiving the returned goods, receiving evidence that you have returned them, or collecting the goods from you, whichever applies.
If you selected a paid delivery option that was more expensive than our standard delivery option, we are only required to refund the cost of our standard delivery option.
How to start a return
To start a return, email info@candour-online.co.uk or contact us via live chat with:
- Your order number
- Your full name
- Your delivery postcode
- The item you would like to return
- The reason for return
- Photos of the item and packaging, where relevant
Please do not send any items back to us before your return has been approved. We will confirm the correct return process, return address or collection arrangement once we have reviewed your request.
Returning large furniture items
Some Candour products are large, heavy or fragile and may need to be returned using a suitable courier.
For change-of-mind returns, you may either:
- Arrange your own suitable courier at your own cost; or
- Ask us to help arrange a collection, with the collection cost confirmed in advance.
If you arrange your own return, we strongly recommend using an insured and trackable delivery service. The item remains your responsibility until it has been safely received by us.
Please make sure the item is safely packaged and ready for transport. If an item is not packaged safely enough for return transport, we may be unable to accept the return or a deduction may be made from your refund if the item is damaged in transit.
Refunds
Refunds will be made back to your original payment method.
Once your return has been received and checked, we will email you to confirm whether your refund has been approved. If approved, your refund will be processed within 14 days.
Your bank, card provider, PayPal, Klarna or payment provider may take additional time to show the refund in your account.
If your order was paid using Klarna or another finance/payment provider, your refund or payment schedule will be handled in line with that provider’s process.
Deductions from refunds
We may make a deduction from your refund if the item has been handled beyond what is reasonably necessary to inspect it, or if it is returned damaged, incomplete, marked, stained, modified, missing parts or not in a resalable condition.
Examples include, but are not limited to:
- Items that have been used outdoors
- Items with stains, marks, scratches or weather damage
- Missing cushions, covers, fixings, accessories or manuals
- Firepit components that have been used or connected to gas
- Items damaged because they were not packaged safely for return
- Items that have been assembled, modified or altered beyond reasonable inspection
Damaged items
Please inspect your order as soon as it arrives.
If your item arrives damaged, please contact us as soon as possible, ideally within 48 hours of delivery, so we can resolve the issue quickly.
Please include your order number and clear photos of:
- The damaged item
- The outer packaging
- Any visible courier labels
- Any damaged parts or components
Depending on the issue, we may offer replacement parts, a replacement item, a repair, a collection, or a refund. We will always work with you to find a fair and practical solution.
Faulty or incorrect items
If your item is faulty, not as described, or you have received the wrong item, please contact us at info@candour-online.co.uk with your order number and details of the issue.
For faulty, damaged, incorrect or misdescribed items, we will cover the reasonable cost of return or collection.
Depending on the circumstances, we may offer a repair, replacement, replacement part, collection, or refund.
This does not affect your statutory rights.
Items that cannot be returned for change of mind
Unless faulty, damaged, incorrect or not as described, we may not be able to accept change-of-mind returns for:
- Items that have been used, damaged, altered or modified
- Items that are missing parts, accessories or components
- Items that have been assembled and used outdoors
- Firepit components that have been used or connected to gas
- Personalised, bespoke or made-to-order items, where this was clearly stated before purchase
If you are unsure whether your item can be returned, please contact us before using or assembling it.
Order cancellations before dispatch
If you would like to cancel your order before it has been dispatched, please contact us as soon as possible at info@candour-online.co.uk.
If your order has not yet been dispatched, we will cancel it and issue a refund to your original payment method.
If your order has already been dispatched, you may need to follow our returns process once the item has been delivered.
Refused deliveries
If you refuse delivery without contacting us first, we may treat this as a change-of-mind return.
Any applicable return, redelivery or failed delivery costs may be deducted from your refund, unless the item was faulty, damaged, incorrect, not as described, or you were otherwise legally entitled to reject the delivery.
Exchanges
We do not currently offer automatic exchanges.
If you would like a different item, please contact us and we will help you arrange a return and place a new order.
Model cancellation form
You may use the form below to cancel your order, but you do not have to use it. You can also cancel by emailing us at info@candour-online.co.uk with a clear statement that you wish to cancel.
To: Candour Online Ltd
Email: info@candour-online.co.uk
I/We hereby give notice that I/we cancel my/our contract of sale for the following goods:
Order number:
Ordered on:
Received on:
Name of customer:
Delivery address:
Email address:
Date:
Our details
Candour Online Ltd
Company number: 16988641
VAT number: 511838206
Email: info@candour-online.co.uk
Registered office: 40 Pemberley Avenue, Bedford, MK40 2LH
Last updated: 28/05/2026