Customer Service Policy – Prestat Chocolates

Customer Service Policy

Customer Service Hours

Monday: 9am - 5pm
Tuesday: 9am - 5pm
Wednesday: 9am - 5pm
Thursday: 9am - 5pm
Friday: 9am - 5pm

1. Order Dispatch Policy

Ensuring timely dispatch of orders is crucial to meet and exceed our customers' expectations. Our order dispatch process includes the following steps to ensure a smooth and efficient delivery experience:

Preparation Time

  • Order Preparation: Orders are prepared for dispatch within 24 to 48 hours from the time the order is placed   (excluding weekends and Bank Holidays). This time frame allows us to carefully pack and prepare your items for shipment.

Next Day Delivery

  • Delivery Timing: Next day delivery is calculated from the date the item is shipped, not from the date the order is placed. Please note that the preparation time is not included in the next day delivery calculation. We offer next day delivery to ensure that products do not melt in transit.

Our delivery partners work closely with us to provide timely deliveries, but please understand that sometimes carriers may experience their own delays, which are beyond our control. We appreciate your patience and understanding in these situations.

Tracking Number

  • Order Tracking: Once your order is shipped, you will receive a tracking number. This tracking number allows you to monitor the delivery status of your order and provides real-time updates on its location.

2. Address Accuracy

Please be mindful of your address when placing an order, as addresses cannot be changed once the order is placed, especially during peak periods. Ensuring your address is correct at the time of purchase helps us deliver your order promptly and accurately. If you have any questions, please contact our customer service team before finalising your order.

3. Shipping & Delivery Policy

We understand that sometimes you might not be available to receive your order. Here are our policies and your responsibilities to ensure smooth delivery:

Customer Responsibility

  • Availability for Delivery: Please try to be available at the delivery address during the scheduled delivery window. Having someone present to receive the order helps avoid delays and any potential issues.

Changing Delivery Address

  • Address Accuracy: Once the order is placed, we’re unable to change the address, especially during peak periods. Please double-check your address before finalising your order.

  • During Shipment: If you need to change the delivery address after the order has shipped, please be aware you’ll be responsible for any issues that might arise. While this can sometimes cause complications and delays, we’ll do our best to assist you on the location of the item through the tracking link.

Liability and Responsibility

  • Liability for Missed Delivery: If a delivery attempt fails because no one is available, our responsibility ends with the attempted delivery. You’ll need to arrange a redelivery or pick-up from the carrier.

  • Changing Address During Shipment: Changing the delivery address while the package is en route transfers liability from us to you. You’ll assume any risks and responsibilities associated with such changes, including possible delays or loss of the package.

Process for Missed Deliveries

  • Rescheduling Delivery: If you miss a delivery, please follow the carrier’s instructions for rescheduling or arranging a pick-up from their facility. We know these things happen and appreciate your patience.
  • Carrier Policies: Each carrier has specific policies and procedures for handling missed deliveries. Please refer to their guidelines and follow their recommended actions.

4. Split Fulfilment and Delayed Dispatch Policy

We are committed to providing timely and efficient order fulfilment. However, there may be times when delays occur or orders need to be shipped in multiple parts. Here’s how we handle these situations to keep you informed and satisfied.

Delay Alert Notice

If we determine that there will be a delay in dispatching your order, we will notify you as soon as possible. This notification will include the reason for the delay and the expected timeframe for when the delayed items will be shipped.

Split Shipment Notice

When an order consists of multiple items and some are ready for shipment while others are delayed, we will inform you about the split shipment. You will receive a notice specifying which items will be shipped immediately and which items will be delayed.

Your Options:

  • Item Swap: If any items in your order are delayed, we will offer you an item swap at no additional cost. You can choose similar priced items that are available for immediate dispatch at our discretion. We will clearly communicate the available alternatives and any potential differences in cost.

  • Wait for Delayed Item(s): If you prefer to wait for the delayed item(s), we will respect your choice and provide you with an updated estimated shipping date.


Once the delayed items are ready and shipped, we will send you a confirmation along with the tracking information. This ensures you are kept up-to-date with the status of your order.

5. Shelf Life Policy

Ensuring that our consumable products are within their acceptable shelf life is crucial for your safety and satisfaction. We produce products year-round to provide you with the freshest items possible. Here’s our policy on shelf life:

Shelf Life Standards

  • Acceptable Shelf Life: Products with a shelf life of over one month are considered acceptable for consumption and sale within the UK. We strive to ensure that all items meet this standard before they are dispatched to you.

Replacement Policy

  • Products with Short Shelf Life: Occasionally, errors may occur, and you might receive products with a shelf life of under one month. If this happens, these products are eligible for a replacement at no additional cost to you.

6. Breakages

While we take great care in packaging our chocolates, sometimes a few may get damaged in transit. Rest assured, these chocolates are still perfectly edible and delicious. Unfortunately, we cannot offer refunds for minor breakages as this is a part of online shipping. We appreciate your understanding and hope you enjoy your treats.

7. Returns & Refund Policy

Due to hygiene and food safety reasons, we cannot accept returns of goods. Our refund policy is designed to handle situations where you receive damaged goods. Please note, we cannot accept returns on sale items or gift cards.

Returns Policy

Our returns policy ensures you receive products in good condition. Here’s how we handle returns:

  • Damaged Goods: Returns are only accepted if the item is damaged upon receipt. Please report any damage within 3 days of delivery. Damage is defined as melted, destroyed or contaminated.

  • Return Process: If you receive a damaged item, contact our customer service team. We will offer a replacement for the correct item at no additional cost.

Refund Policy

We have specific conditions under which refunds are issued:

  • Refund Conditions: Refunds are only issued for damaged or expired goods. Once the issue is verified, you will be refunded, and the incident will be tracked in our system.

  • Change of Mind: Please take care when purchasing, as our products are perishable goods. Unfortunately, we cannot offer refunds based on a change of mind or if the product is not to your taste. We appreciate your understanding and encourage you to review your selections carefully before finalising your order.

Please note:

  • Incorrect Details: Unfortunately, we cannot refund fees or orders if the address or contact details were entered incorrectly at the time of purchase.

  • Returned Orders: We reserve the right to refuse a refund if the order is returned to us for reasons outside of our control (e.g., you went on holiday).

8. Wrong Item Received

We strive to ensure that every order is accurately fulfilled, but occasionally mistakes can happen. If you receive the wrong item, we will promptly address the issue.

Claims for Wrong Item Sent

  • Report Quickly: Please report any wrong items within 2 days of receiving the item.
  • Verification: Provide your order number and details of the incorrect item received. We may ask for a photo to verify the mistake.
  • Correct Item Dispatch: Once your claim is verified, we will arrange for the correct item to be dispatched to you as soon as possible.


We are committed to ensuring your satisfaction. If you have any questions or need further assistance, please contact our customer service team.