FAQs
1. How long is processing, shipping and handling?
Processing Time: 1-2 business days
Standard Shipping (within Lagos): 2-3 business days
Priority Same Day: Same day delivery. Orders must be placed before 10 am to receive them same day.
Outside Lagos: 2-5 business days
**Most items are dispatched within 24 hours however, to calculate delivery time you must add processing time + delivery time = total waiting time.**
Please note that we do not ship out of state orders containing products that may melt in transit on fridays to reduce product liability due to the delicate and natural nature of our products.
2. How do I change or cancel my order?
We ask that you confirm and verify your final selection before you place your order as we do not normally accept order cancellations or changes once an order has been processed. If you have a question about your order, please contact us and quote your order number.
3. Can I exchange a product after I have bought it or can I get a refund if I do not like my selection?
Due to sanitary reasons, we do not offer refunds or exchanges on purchased products. Under special circumstances, we may offer you the opportunity to make changes to your order or we may issue you store credit. We advise that you send us an email within 1 hour of order placement to make any changes to your order.
4. I made a payment, but my card was charged twice. What should I do?
Most transactions of this nature are reversed by your bank within 24 hours. If not, kindly contact your bank.
If you have a question about a product you purchased in our retail store, please visit our website, WhatsApp, call or visit the store where you made the purchase.
No we do not have sample products. A great way to try out our products is to come into the store or sign up for monthly subscription box, Kandy Konfidential which has a plethora of sample and full sized products.
Yes! Our gift cards are available in denominations of N5,000 and above and may be redeemed online or in-store. Gift cards may be delivered electronically to the recipient or may be picked up in store or shipped out physically. Please note that our gift cards expire 6 months after the date of purchase.
Most products are made with ingredients that allow the product to melt at body temperature. During the hotter months, these products can get warm in transit and may melt. BathKandy is not responsible if products arrive melted. In most cases, you should be able to pop the products into the fridge or freezer and still be able to use them. Please note, we are not able to replace or refund these items if they melt in transit. Keep in mind that if you put them in direct sunlight they’re going to melt too, so please keep them someplace cool.
10. I'd like to give someone a gift from BathKandy. Do you sell gift sets?
Yes we do. We have gifts for every occasion with our standardized gift sets or you can simply build your own gift box from any of our products.
11. Can I order custom souvenirs or custom gifts for events?
Absolutely. We create a variety of customized bath and body products for individuals and corporations alike. Please contact us for more details.
12. Can I cancel my Kandy Konfidential subscription?
Kandy Konfidential is a themed monthly subscription beauty box which is carefully curated with you in mind and filled with the best beauty finds each month. For this to happen, there is a monthly subscription payment window from the 1st to the last day of the current month after which you receive the box in the mail on or before the 15th of the next month.
Because it is subscription based, you can cancel your automatic payments without penalty before your payment kicks in (this means that you are responsible for making sure that you cancel before your next subscription cycle/payment takes effect). After your subscription kicks in, our default no refunds, no exchange cancellation policy takes effect.
13. How will I know what the contents of the Kandy Konfidential box will be?
This is the beauty of the box! We bank on the element of surprise to select products that will WOW you and leave you pleasantly surprised every month. What we can guarantee is that you will always be excited and will love our monthly selections.
14. I paid for delivery but i'd like to pick up my order instead. Can I get a refund for the delivery cost?
No. Your funds will be converted to store credit which you can use at any time as we do not issue refunds.
15. What is store credit?
Due to our no refund policy, any additional balance owed to the customer by the store will be converted into store credit, which is a cash equivalent (no actual cash will be exchanged) offered by us to customer and it can be used to buy other products at the store. Store credit expires after 365 days.
16. Can I buy your products and put my brand's label on them?
No you may not...this is stealing and it is a crime. If you love our products, we offer private manufacturing services where we manufacture products to suit your needs and we will give you the license to rebrand and distribute as yours. For more information, click here.