Shipping & Returns
Shipping within the United Kingdom of Great Britain and Northern Ireland
We will ship your purchases by the fastest most practical method. Most small deliveries are sent by 1st class Royal Mail. Larger deliveries may be sent by courier. Both of these should result in you receiving your chocolates if ordered by 3pm Monday through Friday on the next day. If ordered after 3pm then your order will fall into the next days dispatch slot. We do not dispatch any orders at weekends, so if you place an order after 3pm on Friday, it will not be delivered to you until Tuesday. The exception to the above is if you have specified a later delivery date where we will dispatch your order to coincide with your requested delivery date.
Please note, that once we have dispatched your purchases they are literally out of our hands and we are both at the mercy of the Royal Mail (or the courier). First Class post should arrive by the next business day but Royal Mail do not guarantee this. Should your delivery arrive a day late, please accept our apologies but be assured that we did dispatch at the right time.
To assist you further, there are alternative shipping methods offered including Special Delivery which offers a tracked, timed and signed for delivery. We will inform you of the Tracking Number wherever relevant so that you can monitor your purchases progress should you wish. If your delivery does not arrive by 6pm of the next business day after your requested delivery date (or the day after that if your order was placed after 3pm), please let us know. Where possible we will chase up what has happened to your package with the shipping company.
All items are securely packed so that they should withstand the shipping process. If any items are squashed or otherwise damaged as a result of poor delivery, please let us know and we will take appropriate action to remedy the situation and to try and prevent any repeat incidents.
Please note that our shipping boxes are designed to provide proper protection for the products within. As a result they are to large to fit through a standard letter box. If you are not at home to accept the package, the Royal Mail or courier will leave a card informing you of their attempted delivery and providing you with options which range from a second delivery to your collection from your local post office/courier depot. It is your responsibility to be able to accept delivery. It may be easier for you if you are not at home during the day to ask us to deliver to your work address or a neighbour by specifying a different delivery address.
If we are out of stock of any item you want to order, our system will inform you of this prior to you placing your order. You are still welcome to place your order but please note that delivery will be accordingly delayed. We will EMail you with an expected delivery date. We receive fresh deliveries direct from Brugge every other week. So you will not have to wait long. Please remember that you are welcome to cancel any order that you place prior to our dispatch and you will of course, receive a full refund.
Shipping within the European Union
We are happy to ship boxes to any address within the European Union. Our policy for this is the same as for shipping within the United Kingdom (please see above) EXCEPT that it is necessary to allow for further time for the package to arrive. Typically, you should allow between 3-5 days for delivery and bear this in mind when specifying your desired delivery date. We will try hard to meet your requested date but are unable to offer any guarantees and the package may arrive early or a few days late. You can however, be sure that we will have done our best using our experience and through checking the websites of the various delivery systems we use to try to meet your requested date.
Please note that we reserve the right to reject and refund orders that have requested delivery to addresses where we do not believe that we can deliver a product in an acceptable condition. This mainly applies to Mediterranean countries during the summer months.
Shipping to the British Commonwealth and North America
We are happy to ship boxes to any address within the British Commonwealth (not including Africa, please see paragraph below) and North America. Our policy for this is the same as for shipping within the United Kingdom (please see above) EXCEPT that it is necessary to allow for further time for the package to arrive. Typically, you should allow between 5-7 days for delivery and bear this in mind when specifying your desired delivery date. We will try hard to meet your requested date but are unable to offer any guarantees and the package may arrive early or a few days late. You can however, be sure that we will have done our best using our experience and through checking the websites of the various delivery systems we use to try to meet your requested date. Please note; delivery times during December will take slightly longer (typically 7-10 days) so please order as early as possible.
Shipping to Countries not Covered Above
We regret that currently we are not able to deliver to countries not included in the above paragraphs. We are looking at this issue and will try to offer a 'whole world' service but there are various complications including that for much of the world not covered above it is to hot for our product to survive the transportation process. We have experimented with a new type of gel pack which appears to keep packages cool for 4-5 days. Our experience is that these work some of the time. Essentially, it depends upon how hot the ambient air is. Some countries have airconditioned delivery vans and these we are able to ship to. We do our very best to supply to as many countries as we can and we always honour our 100% satisfaction guarantee.
We are totally confident that you will enjoy receiving and tasting your chocolates. They truly are of the highest quality from an artisan chocolatier who runs a small business in Brugge. With this in mind, we think that once you have tried these, you will be ordering more!
But every now and then things do go wrong. If for any reason at all you are dissatisfied with the quality of the chocolates, the condition upon delivery or anything else, then please let us know by EMailing us at email@example.com or by completing the online form.
We will deal with your complaint quickly and professionally. If the chocolates are damaged upon arrival then we will either credit or re-ship at your choice. If the quality or taste is not what you expected, then we will credit you. If there is something else wrong, we will take appropriate action to remedy the matter to your satisfaction wherever possible. However, we do limit our liability to the extent of the total cost of your purchase from us.
We reserve the right in some cases to ask that you return the chocolates to us. In that instance, we will arrange with you for the most suitable method of returning them to us and will also process your refund appropriately.
Nothing here or elsewhere on this site detracts in any way from your statutory rights but merely adds to them. It is VERY IMPORTANT to us that you are delighted with your purchase so that you hopefully will become a regular customer who can enjoy our product for a long time to come.
If you wish to place an order with a delayed delivery date (eg. you want the chocolates to arrive for a birthday) you can easily specify this by using the calendar option in the Shopping Cart. We will then ship with the appropriate carrier to allow for arrival on the requested date.
We have now implemented a system to allow you to pre-order items on a regular basis. For example you will be able to order a box a month or store your friends and family birthdays along with what you would like to send them. We have lots of ideas for making our Chocolate easier and more enjoyable for you.