Terms and Conditions
It is our mission as Chococo, the Purbeck Chocolate Co, to create the finest spirit lifting fine fresh handcrafted chocolates. As a result, we aim to deliver the best possible customer experience, and we therefore adhere to and if possible exceed, all current and proposed legislation in addition to trade body guidelines. The conditions detailed below do not affect your statutory rights according to United Kingdom law. These include all of the current guidelines relating to the information that we hold about you, and in order to clarify this we have a published Privacy Statement.
Chocolate Products
Product and packaging are subject to change or substitution without prior notice. If necessary we will substitute for an equal or higher priced item directly, as the majority of our orders are time critical and we may not have time to contact you. If time is available we will attempt to contact you.
Delivery Zones
Our definition of the United Kingdom includes the U.K. mainland, Northern Ireland, The Channel Islands & the Isle of Man. NOTE: We are now ONLY able to deliver to UK addresses and will review whether we can send to Northern Ireland beyond April 2021 when the current paperwork exemption on parcels expires.
Due to Brexit, we are no longer delivering to Europe but we will monitor this and review our delivery policy if it becomes easier to send to Europe again at some point in the future.
We do not deliver to global destinations beyond Europe due to the time spent in transit.
Payment
We accept payment by Visa, Mastercard and Paypal.
All orders are positively credit card sanctioned prior to despatch, so please ensure that the details you provide us with are correct. We cannot accept responsibility for an order being held back as a result of incorrect or invalid payment details being given. We require you to supply the registered address of the Credit Card holder, which is used to validate your order with your selected credit card company. Failure to supply the correct details will result in your order being held pending the supply of the correct details.
The total value of your order will be displayed on the order confirmation screen. The displayed price is the amount in pounds sterling that you will pay. If you are ordering from a non United Kingdom address the appropriate exchange rate will apply.
All prices quoted will include VAT at the appropriate rate, currently 20%. If you are eligible to reclaim the sales tax, on request we will be able to supply you with a VAT receipt.
In the unlikely event that your payment card is used fraudulently to make a purchase with Chococo, you the consumer, are entitled to cancel the said payment(s). If payment has already been made, you, the customer, are entitled in accordance with the standing Consumer Protection Distance Selling Regulation (2000), to a re-credit or to have all sums returned to you by the card issuer.
International Orders
NOTE: We are currently only able to deliver to UK addresses. We do not recommend delivering our perishable products to warm countries. As we have no control the amount of time taken to delivery & over the temperature during transit and upon arrival abroad, we cannot accept responsibility for melted products if you choose to ship goods internationally.
Cancelling your Order
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.
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.
Broken items
All our chocolate gifts are despatched in perfect condition, as we take the utmost care in wrapping them.
But if any items are unfortunately broken in transit by circumstances beyond our control, please contact us as soon as possible after receipt, or within 2 weeks of a key event such as Valentine's Day, Easter or Christmas.
You will be advised if you need to return them to us at the address above or if you need to send us a photo. Once we have received the photo or item, we will look into the issue and if applicable refund the full purchase cost of that item or send out a replacement by return & refund reasonable postage costs incurred. If you have any concerns please contact us on 01929 421777.
We cannot accept complaints about broken items more than 2 weeks after key chocolate buying occasions, as whilst we accept that items might have been purchased ahead of the event, we would expect the item to be given to the recipient on or around the event which would give ample opportunity to confirm any issues within a 2 week time period afterwards.
We also cannot accept any complaints about damaged items sold as 'SALE' items.
Incorrect items
If you have received an incorrect item in your order please email a photo of the item(s) you have received, along with your order details, to [email protected] so that we can rectify it for you. Please contact us as soon as possible after seeing the error, and within 2 weeks of receiving your order at the latest.
Security
You can have full confidence that Chococo's on-line ordering service is fully secure. All credit card transactions processed from this site use 128 bit encryption to create a safe and secure shopping experience for you. You will notice in your browser a padlock, secure message and the address at the top begins with https://www instead of http://www. These are all signs you are on a secure site. Should you have any further questions relating to security at www.chococo.co.uk, please contact us at [email protected] or telephone +44 (0)1929 421777.
Gift Messages
We can include a special message with your gift. This will be reproduced as you type it, directly onto the message card.
We reserve the right to reject any message that we consider might offend the recipient for defamatory, racist, offensive, abusive, indecent, obscene, menacing or in breach of confidence, copyright or any other legal rights.
We do get many questions about our chocolates, chocolate houses and online services - please view our FAQs if you have a question.