Delivery & Returns

Delivering your Order

If you realise the delivery address provided on your order is incorrect, please contact us before dispatch. Once a parcel has left us, we are unable to take responsibility if it is delivered to the wrong address or intercepted by someone other than the intended recipient. In some cases, local redelivery or collection may still be possible, but this may not apply outside the delivery area.

You’ll receive a ‘Chocs Away’ despatch email from us on the day your order is sent. After that, Royal Mail will provide tracking updates directly to you.

All orders are sent via tracked delivery. As no signature is required, Royal Mail may, at their discretion, leave your parcel in a location they consider secure, or with a neighbour. The tracking will be updated accordingly.

Please note that a card is not always left if no one is home, so we recommend keeping an eye on your tracking link for the latest delivery status. If delivery is unsuccessful, the tracking page will offer options to rearrange delivery or collect your parcel from the local delivery office. Royal Mail typically attempts redelivery up to two additional times.

Important: If no one is available to accept delivery, or if an item becomes unsuitable due to a failed or delayed delivery, we regret that we cannot accept liability.

If your parcel is returned to us by Royal Mail, we’ll get in touch with you. Should you wish to have it resent, we’ll provide a link to cover the redelivery cost.

Cancelling your Order

When shopping with Chococo, you can be assured of complete peace of mind.

Order Cancellation Before Despatch
You may cancel your order at any time up until 12 noon on the day of despatch. To do so, please contact our Customer Care team by emailing [email protected] or calling us on 01929 421777 with your order number to hand.
Please note: during busy periods, we may not be able to stop orders that are already being processed for despatch.

Order Cancellation After Delivery
In line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason within 14 calendar days from the day after you receive your goods (or the final item in a multiple-item order).

To cancel and request a refund, please notify us by email and return the goods in full, unused and undamaged condition to the address below:

Chococo Returns
[Include Order Number]
Unit E Link Estate, Blackhill Road
Holton Heath
Poole, Dorset, BH16 6LS

Please note: We are unable to provide pre-paid return labels. Return postage is at your own cost.

In the instance that you'd like to return part of an order, please contact our Customer Care team who will instruct you.

Refunds can only be processed once the returned items have been received and inspected.

Summer deliveries

During the warmer summer months, we recommend if possible that you select First Class delivery at the checkout to quicken the process of your products being in transit. We keep all products cool here in our air-conditioned rooms prior to despatch to ensure they are sent out in optimum condition. We may, in exceptionally warm temperatures, need to hold your delivery back until temperatures cool a little. This is to ensure you can enjoy your product in optimum condition.