Customer Service Hours

• Monday – Friday: 9am - 5pm

Note: Our team is offline during weekends and Bank Holidays.

1. Order Shipping

Our dispatch process is designed to ensure your order arrives in peak condition.

• Preparation Time: Orders are prepared within 24 to 48 hours (excluding weekends and Bank Holidays).
• Next Day Delivery: This timeframe is calculated from the date of shipment, not the date the order was placed. Preparation time is independent of the shipping speed.
• Tracking: Once dispatched, you will receive a tracking number via email to monitor real-time updates.
• Carrier Delays: While we partner with reliable couriers, please understand that transit delays occasionally occur due to factors outside our control.

2. Address Accuracy

Please verify your details carefully. Addresses cannot be changed once an order is placed, especially during peak seasons. Accurate information ensures prompt delivery. If you spot an error, contact customer service immediately before finalizing your order.

3. Delivery & Missed Shipments

To ensure a smooth delivery experience, we recommend being available during your scheduled delivery window.

• Lost Parcels: A Missing Parcel Declaration Form must be completed before any refunds or replacements are processed.
• Changing Address Post-Shipment: We cannot intervene once a package is en route. Any changes made through the carrier are at the customer's risk regarding delays or loss.
• Missed Delivery: If a delivery fails, the recipient is responsible for following carrier instructions to arrange a redelivery or local pick-up.

4. Split Fulfilment & Delayed Dispatch

If we cannot fulfill your order in one shipment, we will keep you informed:

• Delay Notices: We will notify you of the reason and expected timeframe for any delays.
• Split Shipments: We may send available items first. You will be notified which items are coming immediately and which are pending.
• Your Options for Delays:Item Swap: At our discretion, you may swap a delayed item for a similarly priced product available for immediate dispatch.Wait: You can choose to wait for the original item based on our updated shipping estimate.

5. Shelf Life Policy

We produce goods year-round to ensure maximum freshness.

• Acceptable Standards: In the UK, products with a shelf life of over one month are considered acceptable for sale.
• Replacement Policy: If you receive a product with a shelf life of under one month, we will replace it at no additional cost.

6. Breakages

We take great care in our packaging; however, minor cosmetic damage (such as small chips or cracks in chocolate) may occur during transit.

Policy: As these items remain perfectly edible, we do not offer refunds for minor breakages.

7. Returns & Refunds

Due to hygiene and food safety regulations, we cannot accept returns on consumable goods, sale items, or gift cards.

Refund Conditions

Refunds are strictly limited to the following:

• Damaged Goods: Defined as melted, destroyed, or contaminated. You must report this within 3 days of delivery.
• Expired Goods: Items received with less than one month of shelf life.

Non-Refundable Scenarios

• Change of Mind: We do not offer refunds if the product is not to your personal taste.
• Incorrect Details: No refunds are issued if the address or contact details were entered incorrectly at checkout.
• Refused/Returned Orders: We reserve the right to refuse a refund if a package is returned to us for reasons outside our control (e.g., recipient on holiday).

8. Wrong Item Received

If we’ve made a mistake, we will fix it promptly.

1. Report: Notify us within 2 days of receipt.
2. Verify: Provide your order number and a photo of the incorrect item.
3. Resolve: Once verified, we will dispatch the correct item immediately.