Shipping policy

Order Turnaround Time / Delivery of Goods

All our chocolate products are hand made to order. Whilst every effort is made to turnaround all orders as quickly as possible, we advise to allow up to 7 working days for production, after which point your order will be dispatched. If you require your order to arrive by a specific date, please let us know in advance or in the notes when placing your order and we will endeavour to dispatch in time (although we cannot 100% guarantee this).

Our standard turnaround times do not apply to “pre-order” items.  Pre-order items will be dispatched from the date advertised.

If you opt for “Pick Up in Store” then your order can be picked up between 10am – 5pm, 7 days a week and no less than 72 hours after placing your order. Should you require an alternative collection time please contact us.

We use a third party courier to deliver our orders. Once a parcel has left us, we have very little control over how it is handled by the courier. We will do what we can to assist in tracking a delivery however we cannot be held responsible for any losses incurred due to delays out of our control.

Tracking information will be sent directly to you, via the courier, if you have provided a contact number and/or email address at the time of ordering. If the delivery date/time is not suitable, your parcel will be left in what is deemed “a safe place” by the delivery driver. We would highly recommend stipulating your own “safe place” via the couriers app once you have received tracking information. Please note, if you do not specify a safe space and it is picked by the driver, this is at your own risk. Drivers also may leave parcels with a neighbour, unless otherwise stipulated by you, the customer.

Neither we, the company, nor our third party couriers, take responsibility for theft of goods after the order has been marked as delivered.

 

Damaged/Incorrect/Missing Items

We want nothing more than your chocolate to arrive correctly and in the very best condition. However, despite our greatest efforts, issues can arise from time to time.

Please inspect your order upon receipt and let us know immediately (and no later than 24 hours after receipt) if the item(s) are defective, damaged or incorrect, so that we can evaluate the issue and respond appropriately.

When contacting us regarding an issue with your order, you must include full and clear photographic evidence of the product(s) (untampered) and the packaging it arrived in. If your complaint is in regards to more than one product, we require at least one picture showing all products together in the same image.

 

Late Delivery / Lost Parcels

For missing parcels, please contact us as soon as you suspect there may be an issue so that we can investigate.

We will only consider replacement/refund after there has been 5 days of non-movement on the couriers tracking system.

 

Reasons not covered by our refund/replacement policy

  • A “change of mind” is not eligible for a refund.

  • All our products are handmade, by a team of people therefore no two products will be identical. Refunds will not be given for variance to the bar i.e. thickness of chocolate, decoration of bar etc unless at management's discretion.

  • Since taste is a very personal matter and subjective we cannot accept refund/replacements requests simply because you do not like the taste and/or texture.

  • We take great care in the making and packing of our products however chocolate is fragile. Therefore, small cracks and imperfections will not be covered within our refund policy unless deemed by us (the company) to be an unacceptable level of damage. This is because the product is still fit for consumption.

  • Some of our products come with a short shelf life, which will be clearly stated on the product description. Please be mindful of this when placing your order as complaints about short shelf life will not be eligible for refunds/replacements.

  • Incorrect delivery addresses being supplied at the time of ordering.