Tell us what went wrong.
We will take it seriously.
Our aim is to understand the issue, investigate it fairly, and explain the outcome clearly.
Give us your name, order number if relevant, what happened and what outcome you are hoping for.
We may ask for supporting information such as photos, tracking details or previous correspondence.
We will tell you what we found, what action we can take, and any next step available to you.
Ask for the matter to be reviewed again and explain which part of the response you disagree with.
Include the useful bits.
- Your order number, if the complaint relates to an order
- A concise explanation of what happened
- Relevant dates
- Photos or screenshots where they help
- The outcome you are seeking
Use our complaints process first.
Where possible, please give Candy Cabin an opportunity to investigate and resolve the matter directly. If a dispute cannot be resolved, any external rights or remedies available to you are not removed by this policy.
Send us the details.
Include your order number if there is one, and keep your explanation as clear as possible.