Delivery and Returns

Charges & Delivery

Our UK standard delivery charge for standard orders is £3.00 for Royal Mail 48 (2-3 Days, including Sat). Please note that different rates may apply for larger orders.  Orders placed on Fridays will be dispatched the following Monday. Please note that although we dispatch these orders for delivery next day it is possible that at busy times like Christmas, deliveries could take longer than 2-3 days. At peak periods we recommend that you allow extra time for your delivery. 

We use Royal Mail to deliver our standard delivery option. Although this is not a tracked service they do scan all packages when they collect them from us to prove we sent it and they are then scanned again at the point of delivery.  This means that we can check on their website whether a package has been delivered.  Please ensure that the name and address you provide is correct and that delivery to the recipient is possible.  We cannot accept any liability for late or failed delivery if we are given incorrect delivery details.

Royal Mail’s policy is that if the postman cannot hand the package to you then they should leave a card explaining that it was not delivered and it is then returned to the sorting office where it is scanned again to show a non-delivery.  It is then your responsibility to contact the sorting office to either arrange re-delivery or to collect it yourself.  They also recommend that you wait 15 days before lodging a lost parcel claim and that you check with your neighbours in case one of them agreed to hold the parcel for you.

Returns & Cancellations

Due to the perishable nature of chocolate, and the fresh and natural ingredients used, there can be variations in the shelf life of our chocolates; if you have any concerns about how long your chocolates will stay fresh for or you would like advice on the best way to store them then please contact kate@chocami.co.uk

Refunds

If you wish to cancel your order and receive a refund, you must confirm this in writing and return the complete packaged items. Please be aware that you will be liable for any postage costs incurred as a result of returning items to us and please obtain proof of posting when you send items back. Refunds can only be issued for products sent back to us.

Your satisfaction is really important to us, we want you to be happy!  If the product does not reach you in good condition, please contact us immediately.  If you need to cancel an order, please contact us immediately.

Cancelling an Order Before Despatch

If you wish to cancel prior to despatch of your items, please email details of the order to be cancelled to kate@chocami.co.uk or contact us on 01300 321426. Assuming the order has not been despatched we will cancel and provide a full refund.

Cancelling an Order After Despatch

Right to Cancel – When you order goods on-line you have the right to cancel the contract at any time within the “cooling off period” of fourteen calendar days from receipt of the order, without having to give a reason.  If you wish to exercise your right to cancel, you must inform us of your decision to cancel the order with a clear statement (e.g. letter by post or e-mail). We will acknowledge receipt of your cancellation by email without delay.

If you have any questions please contact us on 01300 321426.