We’re really quick at packing our orders up which means we cannot guarantee making any changes to it once it has been placed. This includes changing the delivery option, delivery address or payment method.

However, if you notice something is incorrect, please contact us as soon as possible and we will attempt to rectify this for you.

We’re really quick at packing your order up which means we operate a strict cancellation policy should you wish to do this after it has been confirmed. There are varying time limits in which you can cancel your order dependent on which delivery option you’ve chosen:

UK Premium Delivery – 20 minutes

UK Express Delivery & Other Options – 60 minutes

If you created an account, please visit the My Account area to cancel your order. If you checked out as a guest, please get in touch with us via the live chat during operating hours or contact us. 

If you have cancelled your order outside of the above time limits, your order may have already been despatched. Therefore, you will have to return the products to us within our cancellation period and follow the steps to do so on our Delivery and Returns page. Please ensure however that you do not open or void any of the packaging, including the cellophane wrap, as we will be unable to process a refund if this has occurred.

If you are a consumer in the European Union, you have a legal right to a “cooling-off” period within which you can cancel your order for any reason. This period begins once your order is submitted and we have sent you your order confirmation. You may also cancel for any reason before we send the order confirmation.

In addition, we offer a further goodwill guarantee which extends the legal cooling-off period within which you may change your mind, cancel, and return the Goods as detailed below. The legal cooling-off period ends 14 calendar days after the day on which you (or someone you nominate) receive(s) the Goods. Our goodwill guarantee extends this period to a total of 30 calendar days. Please see our terms and conditions.

If you wish to exercise your right to cancel under this, you must inform us within the cooling-off period (as extended by our goodwill guarantee). We need written confirmation of cancellation from you, so you’ll need to get in touch with us via our online form on the contact us page. Select “A cancellation request” as the reason for you contacting us.

If the goods have been despatched or you have already received you order, you will need to return the items from the order that you wish to cancel. Please see our Delivery & Returns page for more information.

Please note, we are unable to accept a cancellation or return for consumables including lubricants, condoms or cleansers. 

Everyone loves to get their hands on a great deal from time to time. If you have a promotion (“promo”) to apply, please do this in the checkout process. There is a bar on the right hand side labelled "Promo code or gift card" where you can enter this code.

We offer 20% off to students, but are only able to provide this discount to UK customers at the moment. To request a student discount code, please contact us via our online form. Select "Student Discount" and enter your student email address - this must end in "ac.uk" to be eligible. We will issue a unique one-time use discount code within 2 business days.

We offer 25% off to NHS staff. To request an NHS staff code, please contact us via our online form. Select "NHS Discount" and enter your NHS email address. We will issue a unique one-time use discount code within 2 business days.

If you find that your promo code isn’t working then please be aware of the following:

1. You may only be able to use one promo/discount code per order. This applies to our free delivery codes too.

2. Promo/discount codes cannot be used for gift vouchers, when paying for any delivery charges.

3. As our promo/discount codes vary so do the terms and conditions of each, so make sure you check when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiry date. You should be able to find the terms and conditions in the same place you found the code whether it be through an email or on our website.

4. Some codes will only work for specific people or for specific countries. The terms and conditions will state if the code can only be used in a certain country. If you’ve received the code in an email from Kandid then the code may also be locked to that email address. Make sure you’re trying to use the code using your kandid account that has the same email address as we sent the code to.

If your code is still not working after checking all of the above, please contact us.