Problem with your Delivery?

I’m Not Sure Whether My Chocolates Arrived or Not...
We cannot track Standard Delivery or Airmail items - you will need to contact the recipient.
For other services, simply copy the tracking code we sent you in the dispatch email into the “Track and Trace” section of the Royal Mail’s website. Please note that it can take a few hours for an item to show up as “delivered”.

My Chocolates Arrived, but were Damaged
Our chocolates are packed in such a way that they normally arrive in perfect condition. However, if you are not satisfied with the condition of your chocolates, please return them to us with the original packaging and delivery note, and we will replace them and refund the return postage costs. We strongly recommend, for your own peace of mind, that you use Recorded (or ‘Signed For’) Delivery if you are returning chocolates to us from within the UK.

My Box has the Wrong Chocolates in it.
The delivery note lists chocolates by Name, but the menu card in you box describes the Flavour of each chocolate. If you think we have made a mistake packing your order, first look here to see a list of names, photos and flavours for each chocolate.

My Chocolates have Not Arrived Yet...
If you ordered well in advance, and your chocolates still have not arrived, please ask the recipient to:

  • Check whether a ‘While you were out’ card has been left, asking them to collect or arrange re-delivery of the order. It is quite common for people to not realise that an important package is waiting for them, as the card does not contain many details.
  • Check that the ‘While you were out’ card has not been put “somewhere safe” by another member of the household (it happens!)
  • Check that the package has not been left with a neighbour or in a shed or garage.
  • If there is a local post office nearby, it is worth asking if there is a package awaiting collection there, just in case the postman did not leave a card. You can also contact Royal Mail Customer Services on 08457 740 740 or go to www.royalmail.com/redelivery if you believe a card was not left.
  • If you are sending to a business address, your chocolates could be in the “internal mail system” awaiting collection (this is often a problem with larger offices)
  • If you are sending to a hotel or similar, you will need to contact the hotel reception. (Please note that we cannot accept responsibility for non-receipt at temporary addresses).

If there is still no trace of your chocolates, please check that:

  • You sent them to the right address. Please carefully check the house number, road, town and post code from your confirmation email. We cannot accept responsibility for items where you have given us an incorrect address or post code. If they are returned to us, we will contact you and arrange re-delivery.
     
  • Sufficient time has been allowed for them to arrive - this depends on the service you selected:
       Standard Delivery / Signed For - can take up to 7 days (the Royal Mail now do not consider an item to be lost until 15 days have elapsed)
       Airmail - can take up to 15 days.
       Europe Signed For - can take 7-10 days depending on the destination country.
       Next Working Day - If your order was placed before 15:00 UK time, a delivery should have been attempted by the Royal Mail
                                         on the next working day before 1:00pm (ie the package delivered, or a card left if no one was in)
                                         Note that orders placed on Friday are not guaranteed to arrive until the following Monday.
       Saturday Guaranteed - If your order was placed before 15:00 UK time on Friday, a delivery should have been attempted by
                                         the Royal Mail on the following day (Saturday) before 1:00pm (ie the package delivered, or a card left
                                         if no one was in).
     
  • Do the Royal Mail say they have been delivered? - For Signed For, Next Working Day, or Saturday Guaranteed, you can check with the Royal Mail website by copying the tracking code we sent you into the “Track and Trace” section. If your order has been delivered, you can also obtain a copy of the signature of the person who received it.

 

My Chocolates Arrived Late...
If you selected a guaranteed delivery service (see below)  and delivery has not been attempted by the promised time, we will refund the extra cost for the guaranteed service. Please note that Standard Delivery, Signed For, and Airmail / Europe Signed For are NOT guaranteed services.

Next Working Day - If your order was placed before 15:00 UK time, a delivery should have been attempted by the Royal Mail on the next working day before 1:00pm (ie the package delivered, or a card left if no one was in) Note that orders placed on Friday are not guaranteed to arrive until the following Monday.

Saturday Guaranteed - If your order was placed before 15:00 UK time on Friday, a delivery should have been attempted by the Royal Mail on the following day (Saturday) before 1:00pm (ie the package delivered, or a card left if no one was in).

 

How to Contact Us...
If, having read this page, you still need to contact us, please email us, quoting your order number, at
 

 

This page was last updated: 14th April 2010.

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