CANDY HIVE

ADDITIONAL WEBSITE POLICY PACK

Last Updated: 8 September 2026

COOKIE POLICY

1. INTRODUCTION

This Cookie Policy explains how Candy Hive uses cookies and other technologies that store information on or access information from Your device when You visit www.candyhive.co.uk.

This policy should be read alongside Our Privacy Policy.

2. WHAT ARE COOKIES?

Cookies are small files or pieces of information that websites may store on or access from a user's device.

Similar technologies may include:

• Tracking pixels

• Scripts

• Tags

• Local storage

• Web storage

• Device identifiers

• Other storage and access technologies

3. HOW WE USE COOKIES

Candy Hive may use cookies or similar technologies for purposes including:

• Operating the Website

• Keeping products in Your basket

• Checkout

• Security

• Fraud prevention

• Customer accounts

• Remembering preferences

• Analytics

• Website performance

• Advertising

• Marketing measurement

• Personalisation

• Understanding how customers use Our Website

4. STRICTLY NECESSARY TECHNOLOGIES

Certain technologies are required to provide the Website or services You request.

These may include technologies necessary for:

• Shopping baskets

• Checkout

• Security

• Authentication

• Payment processes

• Load balancing

• Fraud prevention

Where an applicable legal exemption applies, prior consent may not be required.

5. FUNCTIONAL TECHNOLOGIES

Functional technologies may help Us remember choices or provide enhanced functionality.

Depending on the purpose and applicable law, these technologies may require consent or may fall within a statutory exception.

6. ANALYTICS

We may use analytics technologies to understand:

• Number of visitors

• Pages viewed

• Customer journeys

• Website performance

• Technical problems

• How Our Website can be improved

We will obtain consent where required by law.

Where a statutory exemption applies to particular low-risk analytics technology, We will comply with any conditions attached to that exemption.

7. ADVERTISING AND MARKETING TECHNOLOGIES

We may use advertising or marketing technologies to:

• Measure campaign performance

• Understand advertising engagement

• Attribute sales

• Provide relevant advertising

• Measure marketing effectiveness

Where these technologies are not exempt from consent requirements, they will not be activated until the necessary consent has been obtained.

8. THIRD-PARTY TECHNOLOGIES

Some technologies may be operated by third-party providers.

Depending on the services We use, these may include organisations providing:

• Ecommerce services

• Analytics

• Advertising

• Social media

• Payment services

• Email marketing

• Customer communication tools

Where required, Our consent interface will provide information about relevant third parties.

9. YOUR COOKIE CHOICES

Where consent is required, You should be provided with controls allowing You to:

• Accept

• Reject

• Manage applicable cookies and similar technologies

Non-exempt technologies requiring consent should not be activated before valid consent is obtained.

10. WITHDRAWING OR CHANGING CONSENT

Where We rely on consent, You can withdraw or change Your preference using the cookie or privacy controls available on Our Website.

Withdrawing consent does not affect processing that was lawful before withdrawal.

11. BROWSER SETTINGS

You may also be able to control certain cookies through Your web-browser settings.

Blocking necessary technologies may prevent parts of the Website from functioning correctly.

12. CHANGES TO COOKIE USE

The cookies and technologies We use may change as Our Website and service providers change.

We may therefore update this Cookie Policy periodically.

13. CONTACT

For questions about cookies or privacy:

Email: info@candyhive.co.uk

DELIVERY & SHIPPING POLICY

1. INTRODUCTION

This Delivery & Shipping Policy applies to Goods purchased directly from Candy Hive through www.candyhive.co.uk.

2. UK DELIVERY

Candy Hive delivers to UK destinations supported by the delivery methods available during checkout.

Delivery availability may depend on:

• Destination

• Parcel weight

• Product type

• Courier availability

3. DELIVERY CHARGES

Delivery charges are displayed at checkout before You complete Your purchase.

Where Candy Hive offers free delivery subject to a minimum Order value, the qualifying threshold will be displayed on the Website or during checkout.

4. DISPATCH

We aim to prepare and dispatch Orders promptly.

Where the Website advertises same-day dispatch subject to a cut-off time, this applies to eligible Orders placed before the relevant cut-off and is subject to any stated working-day or service restrictions.

Dispatch is not the same as delivery.

5. DELIVERY ESTIMATES

Estimated delivery times will be displayed where appropriate.

Unless expressly stated otherwise, delivery dates are estimates rather than guarantees.

Nothing in this section removes Your statutory delivery rights.

6. STATUTORY DELIVERY PERIOD

Unless another delivery period has been agreed, We will deliver Goods within the timeframe required by applicable consumer law.

7. DELIVERY ADDRESS

You are responsible for ensuring that Your delivery address is complete and accurate.

Please check:

• House or building number

• Street

• Town or city

• Postcode

• Any necessary delivery instructions

If You discover an error, contact:

info@candyhive.co.uk

as soon as possible.

We cannot guarantee that an address can be amended once an Order has entered fulfilment.

8. TRACKING

Where tracking is available, tracking information may be provided by Candy Hive or the courier.

Courier tracking may not update immediately after dispatch.

9. DELIVERY INSTRUCTIONS

Delivery instructions are requests only and cannot always be guaranteed.

Couriers may apply their own delivery procedures, including safe-place or redelivery processes where applicable.

10. DELAYED ORDERS

If Your Order does not arrive within the expected period, please contact:

info@candyhive.co.uk

and provide Your Order number.

We may investigate the matter with Our delivery provider.

11. LOST PARCELS

If a parcel appears to be lost in transit, contact Us.

We may need to obtain confirmation from the courier.

Where Candy Hive remains legally responsible for delivery, We will provide the remedy required by applicable law.

12. DAMAGED PARCELS

If a parcel arrives damaged, please retain the Goods and packaging where reasonably possible.

Contact:

info@candyhive.co.uk

We may reasonably request photographs of:

• External packaging

• Internal packaging

• Shipping label

• Affected products

13. INCORRECT DELIVERY

If You receive Goods You did not order, contact Us.

We will investigate and provide appropriate instructions.

14. DELIVERY RISK

Where Candy Hive selects the courier, risk does not pass to a consumer merely because the parcel has been handed to that courier.

Your statutory rights are not affected by the courier's own terms.

15. FAILED DELIVERY

Where delivery cannot be completed because of an incorrect address or another circumstance attributable to the customer, We may contact You regarding redelivery.

Any additional charges will only be imposed where lawful and reasonable.

16. WEATHER AND MAJOR DISRUPTION

Severe weather, transport disruption or major courier-network incidents may occasionally cause delays.

Where this occurs, We will take reasonable steps to minimise disruption and fulfil Our legal obligations.

17. CONTACT

Delivery enquiries:

info@candyhive.co.uk

Please include Your Order number.

CUSTOMER COMPLAINTS POLICY

1. OUR COMMITMENT

Candy Hive aims to provide high standards of customer service.

Where something goes wrong, We want to understand the problem and resolve it fairly.

2. WHAT YOU CAN COMPLAIN ABOUT

Complaints may relate to:

• Orders

• Products

• Product quality

• Missing products

• Incorrect Goods

• Damaged Goods

• Delivery

• Customer service

• Returns

• Refunds

• Website functionality

• Payments

• Marketing

• Privacy

• Personal information

• Other aspects of Our service

3. HOW TO MAKE A COMPLAINT

Email:

info@candyhive.co.uk

Or write to:

Customer Complaints
Candy Hive
Unit 1, Ground Floor, Tower Block
2–4 Darwin Close
Reading
RG2 0RB
United Kingdom

4. INFORMATION TO INCLUDE

To help Us investigate, please provide where relevant:

• Your full name

• Order number

• Email address

• Telephone number

• Description of the problem

• Relevant dates

• Product details

• Photographs

• Relevant correspondence

• The outcome You are seeking

5. OUR COMPLAINTS PRINCIPLES

We aim to:

• Treat customers fairly

• Communicate respectfully

• Investigate objectively

• Review available evidence

• Correct mistakes where appropriate

• Provide appropriate remedies

• Keep appropriate records

• Learn from complaints

6. CUSTOMER SERVICE COMPLAINTS

We aim to acknowledge ordinary customer-service complaints promptly.

We will investigate complaints as soon as reasonably practicable.

Some matters may require information from:

• Couriers

• Payment providers

• Suppliers

• Manufacturers

• Other third parties

This can affect the time required to complete an investigation.

7. RESOLVING COMPLAINTS

Depending on the circumstances and Your legal rights, possible resolutions may include:

• Explanation

• Apology

• Replacement

• Refund

• Correction of an Order

• Further investigation

• Other appropriate remedial action

Nothing in this Complaints Policy restricts Your statutory rights.

8. DATA PROTECTION COMPLAINTS

If Your complaint concerns the handling of personal information, it may be treated as a data protection complaint.

Examples include concerns about:

• Collection of personal information

• Use of personal information

• Disclosure

• Security

• Direct marketing

• Cookies

• Data retention

• Data deletion

• Responses to data protection rights requests

You can make a data protection complaint by emailing:

info@candyhive.co.uk

You do not need to use legal terminology or specifically describe Your concern as a "data protection complaint".

9. ACKNOWLEDGING DATA PROTECTION COMPLAINTS

Where the applicable statutory data-protection complaints requirements apply, Candy Hive will acknowledge the complaint within 30 days.

10. INVESTIGATION

Candy Hive will take appropriate steps to investigate a qualifying data protection complaint.

This may include:

• Reviewing relevant records

• Reviewing correspondence

• Obtaining information from staff

• Obtaining information from processors or service providers

• Requesting additional information from You where reasonably necessary

11. OUTCOME

We will communicate the outcome of the investigation without undue delay in accordance with applicable law.

Where appropriate, Our response will explain:

• Our findings

• Relevant action taken

• Any proposed corrective action

• Your ability to raise the matter with the Information Commissioner's Office

12. INFORMATION COMMISSIONER'S OFFICE

If You remain dissatisfied with the handling of a privacy or data protection matter, You may have the right to complain to:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
United Kingdom

13. NO LOSS OF STATUTORY RIGHTS

Making or not making a complaint under this policy does not remove Your statutory consumer or data protection rights.

14. ABUSIVE COMMUNICATION

We understand that customers may be frustrated when something goes wrong.

However, We may take proportionate steps to protect staff from communications involving:

• Threats

• Harassment

• Discrimination

• Persistent abuse

• Unlawful conduct

We will not use this provision to prevent legitimate complaints.

15. RECORD KEEPING

We may keep appropriate complaint records for:

• Customer service

• Regulatory compliance

• Fraud prevention

• Training

• Quality control

• Legal claims

• Business improvement

Records containing personal information will be handled in accordance with Our Privacy Policy.

16. CHANGES TO THIS POLICY

We may update this Complaints Policy periodically to reflect changes to:

• Our business

• Customer-service processes

• Applicable law

• Regulatory guidance

17. CONTACT US

Candy Hive
Unit 1, Ground Floor, Tower Block
2–4 Darwin Close
Reading
RG2 0RB
United Kingdom

Customer Service, Complaints & Privacy:
info@candyhive.co.uk

Website: www.candyhive.co.uk

© 2026 Candy Hive. All rights reserved.