LIT COTTON CANDY LTD STORE POLICY

CUSTOMER CARE

At LIT Cotton Candy Ltd we work hard to ensure your candy floss is looking perfect and the flavour is full and rich. As we are very passionate about our cotton candy we are aware sometimes, it may not arrive at your place that way.  While in transit, we expect some compression to occur so we have overnight courier service to help limit the risk – this means AFTER WE MAKE IT, WE SHIP IT NEXT DAY NOT after you order it, you will get it tomorrow! If your order arrives and it’s in a melted state or its shrunk, please take photos and email it to orders@litcottoncandy.co.nz within 12 hours of getting your package and we will do our best to make amends. Please resist from going to media first as this will break clause with us and LIT Cotton Candy Ltd can hold you accountable for any negative setbacks from any online backlash. Our customers are very special to us and we are 100% committed to deliver on giving you the freshest and tastiest candy floss.

Any other queries you may have please email customerservice@litcottoncandy.co.nz or write to us at PO Box 86010, Mangere East, Auckland 2024, New Zealand.


DELIVERY & STORAGE

Please allow 3-5 working days to receive your order. We do express ship all our orders and will endeavor to meet this time frame for all our shipping. For our ‘Party Favours’ booked on specific dates we will ensure to get your order to you same week of your event or earlier. You will be notified via email a reminder and a tracking number will be assigned to you once despatched. For our shipping means, we use NZ Post and is only available within New Zealand.

Once you get your ‘Party Favours’ or your ‘Flavoured Candy Floss’ the way you store it is very important to its longevity.  To make it last, please store in a cool dry place. Exposing your floss to humid conditions will shrink your floss and whatever you do – definitely don’t store it in direct sunlight.


RETURNS & REFUNDS

We do not accept any returns. Please choose your flavours carefully as it is a food product. ‘Changing your mind’ will not allow any exchanges. We do ask that you please understand cotton candy is delicate and is susceptible to heat and harsh conditions when it leaves our temperature controlled facility. We do our best to package it with tamper evident seals and minimise its time in transit (from our doorstep to your doorstep) and packed with extra cushioning (bubble wrap or foam) despite this, we can’t control everything.


CANCELLATIONS

Cancellation within 14 days prior to event will recover all monies paid. Cancellation less than will result in 50% of monies (paid) refunded. LIT Cotton Candy Ltd has the right to cancel any order that doesn’t adhere to the above terms and conditions and in any circumstances they see fit that compromises their business and its values.


PRIVACY & SAFETY

We use a third-party platform for several payment options. We were advised it was safer this way so for the reason that you are redirected to another page to make payment – via Afterpay, Online Eftpos as well as Credit Card purchases we just want to ensure you, this is the safest way possible to keep your credit card details better protected.

You can find their Terms and Conditions attached here.

LIT Cotton Candy Ltd is not liable for any compensation of payments processed through these third party platforms.

We do collect personal information from you, including information about your:

  • name
  • contact information
  • billing or purchase information

We collect your personal information in order to do something directly that relates to our business. Providing some information is optional. If you choose not to enter a certain type of information, we’ll be unable to provide a specific service. We keep your information safe by storing it in encrypted files and only allowing certain staff to access it.

You have the right to ask for a copy of any personal information we hold about you, and to ask for it to be corrected if you think it is wrong. If you’d like to ask for a copy of your information or to have it corrected please contact us at customerservice@litcottoncandy.co.nz or PO Box 86010, Mangere East, Auckland 2024.

CERTIFICATE OF AUDIT

We are committed to food safety at Lit and under the 2014 Food Act we have been audited and found to comply with the requirements. To learn more about the food audit and what this means, please read the full audit here.

 

PAYMENT METHODS

Afterpay

Credit Card

Online Eftpos