1. Delivery Charges
All deliveries are sent via signed for services. In most instances by Royal Mail (second class recorded delivery). Our UK standard delivery charge for orders is £3.90 for Royal Mail 48 (2-3 Days, including Sat). An express delivery service (overnight courier) is offered at £8.00. Free delivery on orders over £45.00. Parcels over 1kg are sent by courier an overnight service. International deliveries vary according to the destination and weight. Prices are available upon request. International deliveries are posted by International Tracked and Signed for services or signed for courier services.
Under normal circumstances, we will try to ensure that your order is delivered to the recipient's address you provide. However, there are times when this is not possible due to problems with the address information that our customers provide or due to problems delivery drivers encounter when attempting to deliver the order. It is therefore very important that you ensure that the recipient address you provide is accurate, in particular the postcode, and that you give additional instructions to assist the drivers to locate difficult-to-find addresses. It is also very important that you keep us informed if you find that the recipient's address or availability changes prior to the order being despatched. The email that is sent on completion of your order contains all the key information pertaining to your order. It is very important that you check this to ensure no errors have been made. If we are provided with an incorrect address and the chocolates are sent out for delivery before the error is highlighted, you are not automatically entitled to a resend or a refund. In the event that the chocolates we sent are irretrievable, we may, at our discretion, arrange for another order to be sent out, subject to the details of the specific situation.
3. Receipt of Deliveries
Chocolates sent to universities and colleges and business addresses will be delivered to a main reception or mailing room prior to internal distribution; the signature of any person authorised to accept delivery on behalf of the organisation shall be accepted as proof of delivery to your chosen recipient.
Customs clearance and taxes for all international deliveries is the responsibility of the recipient.
5. Failure To Deliver
If we are unable to deliver your order to the recipient's address, we will attempt to leave it in a secure place on the recipient's property. Where this is not possible, we will attempt to leave your order with a neighbour. If this is not acceptable, please ensure that you tell us when you place your order. If we are unable to deliver the order, we will attempt to contact you via telephone or email as soon as possible. For this reason, it is very important that you provide up to date contact information. It is also very helpful if you provide us with the telephone number of the recipient as this often makes it easier to resolve delivery problems when the recipient is not at home at the time of delivery, although we cannot guarantee to call the recipient on delivery if the address is outside the Greater London area. In the event that we are unable to deliver the order to a recipient's address that you have provided, we will attempt redelivery either that same day or the following day. At our discretion, we may refund the delivery charge associated with the failed delivery. We are not responsible for any other costs incurred by the customer due to failed deliveries.
6. Delivery Instructions
In our checkout we ask for delivery instructions. This information is for our drivers and couriers and is where you should detail your requested actions for us if the recipient is either out or unable to answer the door when they attempt delivery. We will always do our best to follow your instructions word for word but this is not always possible e.g. if you have asked us to leave the chocolates with a neighbour but the neighbours are also out. It is the Royal Mail’s/courier responsibility to leave an ‘attempted delivery note’ with information of how to have the goods redelivered or where to collect them from. Putting a phone number in the delivery instructions box does not mean we guarantee to contact the recipient to agree a delivery time as this is not possible for us to do.
100% Satisfaction Guarantee / Damaged Orders & Refunds
Although we do our best to ensure that this does not happen, on very rare occasions, products arrive at their destination damaged or fail to arrive due to an unforeseen delivery issue. In such cases we shall not necessarily be able to offer a refund. If the recipient receives a damaged order, they should contact us immediately so that we can discuss an appropriate resolution which might be: * a re-send on the next available delivery date; or * a full or partial refund (% refund depends on the specific circumstances of the issue). Typically we will not offer both a refund and a resend. Where orders have been damaged we will normally ask for them to be returned or for photographs clearly showing the problem. We can then use these to prevent further problems arising and to claim compensation if possible from Royal Mail (as appropriate). It is important that we are contacted as soon as possible regarding issues. We need to be informed of any issues within 48 hours of the delivery to give us the best chance of successfully resolving the issue. We will, at our discretion consider issues raised after the 48 hours deadline but reserve the right to refuse the options of refunding or resending the order. Please note that our chocolate is perishable goods and we are therefore not able to accept the return of these goods for reasons of hygiene. If we believe that there has been an abuse of our 100% Satisfaction Guarantee/Damaged chocolates policy or if there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to resend orders and to refuse to take orders from customers. If we make such a decision, we will inform the customer in writing of our decision, via email or over the telephone. It is important to note that this guarantee does not confer the right to an automatic 100% refund, but only to a fair resolution.
Small Errors With Deliveries
From time to time, there are small human errors made (for instance, a message card very occasionally goes astray). In such circumstances, we will do our best to make the situation right for the customer. We may, at our discretion, offer a partial refund or a discount on a future order, but do not guarantee that we will do so. We would not, for instance, give a 100% refund if a message card did not arrive, as the customer has received significant value in terms of the chocolates.
We take great care in packaging our chocolate for delivery to ensure that they do not melt or get damaged during transit. However, since chocolate is a perishable product, we cannot accept responsibility for melted products if they have not melted in transit. Please nonetheless let us know if there has been such a problem.
This does not affect your statutory rights.