At Chocovert we are committed to ensure you are completely satisfied with your purchase. This policy sets out the guidance for returns, refunds, cancellations, delivery, payment and subscriptions.
Returns, Refunds and Cancellations:
Ordered but not yet received your order
Your order may be able to be cancelled for non-bespoke items if the order has not been shipped.(See "how to cancel your order" below).
After you have received your order
As we produce perishable items our products at Chocovert are not returnable due to a change of mind.
For bespoke items created specifically for you these may be cancelled at the discretion of Chocovert, however you may only be refunded your payment minus any deductions for work already completed and/or any costs associated with creating your bespoke order.
How to cancel your order
In the event that you need to cancel your order you must contact us at Chocovert by email or the website contact page at your earliest opportunity to ensure that you will be eligible for a refund.
Not received your order
All of our orders are shipped using signed for delivery and we give an estimated delivery window of 1-2 / 3-5 business days dependent on what delivery option was selected.
If you have not received your order and this has gone beyond the expected shipping estimate then contact Chocovert by email or the website contact page for us to investigate. We will then ask for you to wait for a further 5 working days beyond the estimated delivery window in-order to allow Royal Mail to investigate and locate your parcel.
Chocovert accepts no liability for any inconvenience or loss due to the non-delivery/ late delivery of items and as such you will not be entitled to any additional compensation.
We cannot be held responsible for heat damage to products and/or packaging in transit.
Chocovert is committed to making sure you enjoy your purchase. Therefore if you are not satisfied for any reason with your purchase do still contact us using the steps above so we are aware.
Our orders are sent via the Royal Mail Signed for service within the UK which will normally reach it's destination within 1-2/ 3-5 working days once shipped. Alternatively if you wish free collection is also available, you will be notified when your order is ready for collection.
2nd Class "signed for" (3-5 business days)
1st Class "signed for" (1-2 business days)
Collection (1-3 business days)
Delivery is based on basket prices and you will be informed of the shipping cost at the checkout. Items ordered directly will be subject to postage costs and not covered as part of the offer of for free shipping.
Collection is available as an option and you will be contacted by Email when the item is ready for to agree a collection date and time window. It is your responsibility to collect your items as quickly as possible. If you do not collect your items within their shelf life (as detailed on each individual items listing) Chocovert will not allow any items that have passed its best before date to be issued to you and will not refund the goods.
As we make our chocolates as fresh as possible each item is subject to a processing time which is found on each product page stated in "business days". The delivery time is in addition to this processing time. If we have stock on hand then this will be shipped as quickly as possible.
Purchases for goods and/or services you make may only be paid for using a debit or credit card through our payment facility with cards that have the Visa, Mastercard or American Express logo as shown below. (We may make other payment methods available from time to time at our discretion).
All prices are shown in Great British Pound (GBP) and is the applicable currency for payment. You accept that some banks may charge you an additional fee for certain transactions (for example, international transactions). You accept that item prices in the currencies displayed do not vary according to your location; delivery charges will vary depending on the destination to choose to have the item delivered.
All prices quoted include any applicable VAT.
For any bespoke orders, including wedding favours we will require a 50% non-refundable deposit to be paid within 7 days of invoicing. the remainder of the invoice is to be paid at least 7 days prior to collection / delivery.
Food Hygiene Rating
All food business's must register with the local Food.Gov and have a business inspection to receive a grade out of 5, 1 demonstrating poor practices, 5 demonstrating good practices. Our business was rated 5/5
By signing up to one of our monthly subscription packages you are agreeing to pay the allocated monthly fee or the upfront cost through our chosen payment processor PayPal.
In order to have a subscription you must first become a member to the website.
The subscription entitles the customer to have 1 x 6 chocolate box per month sent to the designated address given when signing up. If an address change is required you must notify Chocovert by email, providing the monthly box has not already been sent the address will be amended for future deliveries.
If you join the subscription in the later weeks of the month, then your 1st delivery will be scheduled following month. You will still receive 3 deliveries i.e. subscription joined on 25th January, you may receive deliveries in Feb, March & April. In this instance we will email to confirm to ensure you are aware.
It's a gift: What a nice gift! If you are buying this for a friend or family member, let us know and we can send you a gift voucher to give to that person so they know that they have a chocolate box subscription. Or we can pop in a welcome message with the first order so its a surprise. Just contact us before the first order is shipped to get that all arranged. Payment will not be able to be paused or delayed, however we could hold off sending out any chocolates until you have informed us of when you want the first box to be sent.
Flavours: The chocolate box will consist of a variety of flavours, there will be a minimum of 3 flavours per box sent. Some of our flavours are listed on the “flavours” page under the “products” menu. We may create new and exclusive flavours that are not listed and you may be sent these.
Flavours you don’t like: We’re positive that you will like our flavours but in case you don’t, please contact us to let us know and we can do our best to ensure you don’t receive these again for the duration of the subscription.
Allergens: “Our chocolates are lovingly handmade in our domestic kitchen and therefore we cannot guarantee the absence of any given allergen”. All Chocolates will contain Milk & Soya, they may also contain ingredients that contain Wheat, Nuts, Peanuts, Barley, Eggs and Sulphites dependant on the flavours. Within each box of chocolates, you will receive a menu card and a breakdown of the ingredients for each chocolate.
Delays or Breaks: The deliveries of chocolates can be paused to the following month upon confirmation by Chocovert but this is at our discretion. To request this please contact us at Chocovert by email/contact form from the email address provided as part of the subscription, we will confirm the request via email. Payment will still need to be fully paid or continued via monthly payments even though deliveries are paused. We cannot currently offer payment pauses and so in this instance the plan would need to be cancelled and recommenced via the sign-up process
Cancellation: Your subscription will run for the number of months selected and will not auto-renew, therefore you do not need to cancel your subscription before the end of your chosen plan. Should you wish to cancel before the end of the agreed term and miss out on future deliveries please contact us to do this. If your order has already been shipped and not yet received, then this will be classed as fulfilled and not eligible for a refund.
Each plan is offered at a discounted rate because you are committing to monthly deliveries, refunds will be calculated to reflect the service you actually received.
Example 1: Cancelled at month 2 within a 3-month plan and have received 1 delivery. Delivery received will be calculated at the cost of a 6 box + standard delivery if you purchased this as a single purchase in the online shop. The difference will be deducted from the refund issued.
Example 2: Cancelled at month 5 within a 6-month plan and have received 4 deliveries. 1st 3 deliveries will be calculated at the rate of a 3-month subscription + 1 x 6 box + standard delivery. The difference will be deducted from the refund issued.
Your statutory rights are not affected by this policy.
Changes & Amendments
These terms and conditions are subject to change and we recommend that you refer to them regularly.