Shipping policy
Shipping Policy
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.
Delivery charges
Delivery is free across our core delivery area. Outside it, a delivery charge applies, calculated automatically at checkout from your postcode. All delivery charges include VAT.
- Free delivery: London, the South East, the South Coast, the Midlands, East Anglia, Bristol & the Cotswolds and South East Wales
- £49: North West England, Yorkshire, Lincolnshire, Herefordshire, Shropshire, parts of Devon, Somerset and Dorset, and South West Wales
- £99: North East England, Cumbria, Cornwall, Plymouth & Torbay, North & Mid Wales, and southern & central Scotland
- Delivery by quotation: see Delivery areas below
The exact charge for your postcode is always shown at checkout before you pay.
Delivery times
For in-stock items, delivery usually takes 1-2 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 a 1 hour window on the day of delivery. We will call the contact number provided at point of order 30 minutes before our carrier arrives on the day of delivery, to make sure someone will be there to accept it.
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
We deliver across England, Wales and southern & central Scotland at the charges above.
Some remote and offshore locations need a delivery quote before you order. These are northern Scotland and the Highlands (AB, DD, HS, IV, KW, PA, PH and ZE postcodes), the Scottish islands, Northern Ireland, the Isle of Wight, the Isles of Scilly, the Channel Islands and the Isle of Man. Checkout won't offer delivery to these postcodes.
If you're in one of these areas, please email info@candour-online.co.uk with your postcode and the items you'd like. We'll come back to you with a delivery quote and can then send you a secure link to complete your order.
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
Last updated: 01/10/2026