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Do you have a question about your order, delivery, or our UK products? You'll find answers to frequently asked questions here. If your question isn't answered here, our team will get back to you via our contact form .
Order and payment
Do I need to create an account to place an order?
No, you can order as a guest without creating an account. With an account, you can track your orders, save your wishlist, and earn loyalty points with every purchase. You can also convert a guest account to a customer account after placing your order.
What payment methods do you accept?
You can pay by credit card (Visa, Mastercard, Bancontact), Apple Pay, or PayPal. Payment in four installments is also available with PayPal.
Is the payment secure?
Yes. Payments are processed by our providers PayPlug and PayPal on secure pages. Your bank details are never transmitted or stored by Candy Dukes .
Delivery
How long will it take for my order to be shipped?
Your order is shipped within 24 business hours, Monday to Friday (excluding public holidays). As soon as it is shipped, you will receive an email with your tracking number.
Is delivery free?
Yes, delivery to a collection point is free: from €69 of purchases in mainland France and from €99 in Europe, for parcels up to 3.5 kg. For parcels over this weight, you automatically benefit from a reduced rate. See our Delivery page for detailed rates.
Which countries do you deliver to?
We deliver to mainland France (Corsica is served by Colissimo), Germany, Austria, Belgium, Spain, Italy, Luxembourg, the Netherlands, and Portugal. We do not deliver to the United Kingdom.
How long will my parcel remain at the collection point?
Your parcel will remain available at your chosen collection point for 5 days. After this period, it will be returned to us and the shipping costs will not be refunded.
Can I pick up my order in person?
This is not possible at the moment: all our orders are shipped to a collection point.
Our products
Do your products really come from the United Kingdom?
Yes. We import major British brands and more exclusive gems every week, in their original version: the same products as on the shelves of English supermarkets.
Where can I find the ingredients and allergens?
On each product page, in the Ingredients and Nutritional Information tabs, you'll find details about dietary supplements (vegetarian, vegan, gluten-free, etc.) and allergens. If you have any doubts, the product packaging is always the definitive source.
What is the difference between a DDM and a DLC?
The "best before" date (DDM) applies to grocery products: sweets, biscuits, teas, canned goods, sauces, etc. After this date, the product remains safe to eat, but its qualities (taste, texture) may change slightly. The "use by" date (DLC) applies to fresh products and must not be exceeded.
What does anti-waste mean at Candy Dukes ?
These are products whose "best before" date is approaching or has passed, but which are still perfectly good to eat, offered with discounts of up to 80%. A gesture for the planet and for your budget. As part of our anti-waste initiative, we only offer products with a "best before" date, never with an "use by" date. Find them in the Anti-Waste Products section.
A product is out of stock: how can I be notified when it's back in stock?
On the product page, click on "Notify me" and enter your email address. You will receive a message as soon as it is back in stock.
Returns and claims
Can I return a product?
You have 14 days from the date of receipt of your package to exercise your right of withdrawal. The product must be undamaged, in its original packaging, and in resalable condition. Opened or perishable products cannot be returned. Contact us before returning any item: we will advise you on the procedure. Return shipping costs are your responsibility.
My package arrived damaged, what should I do?
Check your package upon delivery, in front of the delivery person or at the collection point. If it is damaged, note your reservations immediately or refuse delivery, then contact us. No claims can be processed if the package was received without reservation. Specific conditions for fragile items (cans, chocolates, glass) are detailed on our Delivery page.
Loyalty and benefits
How does the loyalty program work?
Every euro spent earns you 1 point, which is equivalent to 5% of your order in discount vouchers (1 point = €0.05). Your points are available 14 days after delivery and remain valid for one year. Full details are available on the Loyalty Program page.
Is there a welcome offer?
Yes: sign up to the Duke's Letter, our newsletter, and receive a 10% discount code, valid once, for purchases of €25 or more and excluding promotions.
Contact us
How do I contact customer service?
Write to us via our contact form . We will respond as soon as possible, Monday to Friday.