Policies - Terms & Conditions, Delivery & Returns
Delivery Options
We offer 2 options for postage through our website:
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1st Class Postage or Royal Mail Tracked 24 |
£3.59 |
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2nd Class Postage or Royal Mail Tracked 48 |
£4.59 |
Where possible, we ship orders using Royal Mail Tracked services to allow full tracking of the order, as well as delivery photograph for proof of delivery. In some instances, we may need to ship orders using the standard 1st / 2nd class services, which doesn’t offer tracking in transit, but does show when an order has been delivered. We offer the tracked postage at no additional cost, and tracking numbers are emailed to you upon dispatch.
Tracked / Untracked
The choice of postage through standard Royal Mail services (1st / 2nd) and tracked (24 / 48) is done at the discretion of our team, although we mainly ship orders through tracked postage. No refund or discount on postage is available for shipping through untracked services, as we do not charge an additional fee for tracked services. Selecting 1st Class / Tracked 24 postage does not mean that your order will be dispatched quicker, but does mean that it will travel through the Royal Mail system much faster.
Turnaround Times
We make and dispatch the majority of orders (around 95%) within 3-5 working days (Mon-Fri). For some larger orders, or where external factors delay us (such as postal strikes, or issues with availability of ingredients), this turnaround time may be slightly longer. All products are handmade to order by our small team, so please factor in that order times will naturally fluctuate depending on demand. If you need an order by a certain date, please email info@blocochoc.co.uk to request this before ordering, so we can check if this would be feasible.
Our usual business hours are 10am - 4pm Monday - Friday, and the team does not work through weekends. If you order after 4pm (or on a weekend), your order will be put onto our list the next business day.
Safe Place / Leave with a Neighbour
Through your tracking link, you will be able to set delivery preferences for your order (e.g. to leave in a safe place). If you choose to do so, we count the parcel as delivered when Royal Mail mark this as delivered, not when you retrieve your parcel. You take full responsibility for the parcel upon delivery, and we are not responsible for any damage, loss or otherwise that results from this.
Delivery proof
Royal Mail take photographic proof of delivery, as well as provide GPS coordinates of where the parcel was delivered to. In the event of a dispute over whether the parcel was delivered, if the location provided by Royal Mail matches the address on the order, we are unable to offer any kind of refund or replacement, and will deem the order complete.
Damage in Transit
If your order arrives damaged, please let us know within 24hrs of delivery. Please email info@blocochoc.co.uk with pictures of the order as a whole (including any items not damaged), the box & packaging, and the front & back of any damaged goods. Depending on the value of the item, we will either issue a refund or replacement at our discretion upon the return of the damaged item in the original packaging. We will provide a prepaid postage label for the return, and can arrange for this to collected from you if required.
If you are unwilling to return the damaged item, we are unable to offer a replacement or refund.
Returns
We do not offer refunds or returns for products, unless damaged upon delivery. All products are made to order and are perishable, so it is not possible to offer exchanges or returns except under specific circumstances (such as the wrong item being sent to you).