Delivery Information

Whilst we are currently operating as ‘normal’, we rely heavily on our warehouse team and postal services to get your order out to you. Due to current circumstances, we regret that international orders (that is orders delivered to outside of the UK) may take 2-3 times as long to reach you than pre-Brexit.

For the most up-to-date list of the situation around the world, please see this table.

Inside UK

For orders dispatching to inside the UK we recommend using a tracked service – either the 24 or 48 hour options from the Royal Mail, or those offered via DPD. Please note that both Royal Mail 24 and Royal Mail 48 hour services are INDICATIVE and target delivery timelines. They are not guaranteed by the Royal Mail – and we are very much in their hands. If you think you may not be in for a delivery, or away on holiday, etc. we recommend contacting the Royal Mail to arrange that they hold your packages for you.

Outside UK

For orders dispatching to outside of the UK, we are shipping on a “best efforts” basis. We are doing what we can to make sure your order arrives with you promptly (please make sure to opt for Tracked shipping). But regrettably we are also in the hands of overburdened local sorting offices and mail systems which are dealing with unprecedented challenges. Outside of the UK we have absolutely no control of local delivery services – and we’re experiencing orders often taking 3-5 days (and sometimes 3+ months to get to the USA, Russia or Saudi Arabia, for example). In this instance, we would ask you to be patient for your order to arrive and please make sure to opt for a Tracked service.

Please also note that post-Brexit you, as the customer, may well be subject to certain import duties and VAT charges; these are your responsibility and you may have to pay new charges to receive your ordered products. These charges are being levied by local governments and are outside of our control. We have now implemented IOSS, and for many orders this is minimising problems. But the application of IOSS is not under our control (it’s determined by the receiving country Postal and Customs offices).

United States of America

The US government has ended the $800 de minimis exemption, which previously allowed goods under this value to enter duty-free. This means that all orders shipped from the UK to the US may now be subject to import duties and taxes. You, the customer, are responsible for paying these fees, which vary depending on where the bars are made and the total value of your order. We know this isn’t ideal and are actively working on a way to collect these duties at checkout, so there are no surprises on delivery. Because duties are calculated based on the origin of each individual bar, it’s a little complicated, but we’re working on it and appreciate your patience.

General Delivery Information

We deliver to every address within the UK that Royal Mail reaches. We also ship to countries both within Europe and internationally. Please see the table below for a breakdown. Please note: This table is provided as a guideline only. Prices subject to change. See the checkout for most up to date postage prices. And please note that these charges do NOT include VAT and tax charges that you may need to pay your local government.

Please note: We do not ship items on weekends or bank holidays. Our warehouse ships all items before 12 noon UK time so if you place an order after this time, the item will be shipped on the next working day. These time frames are guides and delays may occur so please select the upgraded option where possible.

Shipping Concerns

The chocolate is not shipped with ice packs and the boxes are cardboard and do not have thermal insulation. If you are ordering at the height of summer or delivering to somewhere very hot, please do keep this is mind as we cannot guarantee that the chocolate won’t melt. If you are concerned about the chocolate melting, we recommend ordering at the start of the week and opting for expedited shipping.

We do everything we can to make sure your chocolate will get to you in one piece, but once the chocolate leaves our warehouse we cannot control the conditions the chocolate is exposed to. Chocolate melting, theft or breakages are at the customer’s own risk. We would also like to clarify that we are not responsible for tracing orders missing in the post. If you would like to be able to track your orders we do provide an upgrade option for customers to have greater peace of mind at checkout. We can confirm dispatch date from our warehouse but after this, the customer must consult their local postal service.

We sincerely apologise should you face any issues during transit, however we must clarify that shipping goods to countries that we have in the past experienced risk (be it delays, customs problems, theft etc.) are done so at the customer’s own risk. For full disclosure, this can sometimes include countries within zone 9, including: Albania, Algeria, Cameroon, Canary Islands, China, Cuba, Ethiopia, Iran, Iraq, Lebanon, Madagascar, Morocco, Nepal, Saudi Arabia, Solomon Islands, Tanzania, and Vietnam. This list is not exhaustive, however if you have any concerns over the shipping country please do get in touch with us and we will do our best provide to you with any evidence, suggestions or testimonials.

If you ship internationally via DPD, DHL or Royal Mail Tracked Overseas (from the UK), you are liable for any Customs Duty fees that your parcel may incur.

Missing or delayed orders

All of our orders are shipped with the Royal Mail (unless you have chosen DPD). They specify that deliveries are not technically “missing” until after these time frames:

• Within the UK: after 2 weeks
• Within Europe: after 3 weeks
• Rest of the World: after 4 weeks

Please bear these dates in mind when making a purchase. If you have any queries about delivery options or concerns about your order status, please contact us at [email protected].

For Subscriptions:

We want you to get your hands on the chocolate quickly, so we’ll send your first box straight away.

Subsequent monthly boxes will be sent out in the week of the third Monday of the month. We send these boxes out Tuesday to Friday during this week.

Our monthly boxes are designed to be “letterbox friendly” and to fit through nearly all UK letterboxes. The dimensions of our box are 18.3cm wide x 2.4cm thick x 29cm long. If you’re worried, you can have the chocolate delivered to your workplace instead. You do not need to be in to sign for deliveries.

We deliver to every address within the UK that Royal Mail reaches. We also ship outside of the UK for additional charge (see table above). We cannot offer tracked or express shipping for subscription boxes.

As with other orders, chocolate is not shipped with ice packs and the boxes are cardboard and do not have thermal insulation. And if our packages are left outside in the snow, rain, etc. they will obviously disintegrate so in the event of bad weather please do consider contacting the Royal Mail (and other postal services) to arrange for them to hold your goods.

For Other Orders:

When you buy bars from our online shop, we aim to send out all deliveries the next working day. If you order before 12.00pm (BST) we aim to and send out your order the same working day. This may delay during peak seasons and depends on our warehouse team’s capacity. PLEASE NOTE THAT WE DO NOT OFFER ANY DELIVERY TIMELINES OR GUARANTEES.

For bar orders of up to four bars, we keep your order “letterbox friendly”. If your order contains more than four full-sized bars, this will come in a larger parcel and we do not expect this to be able to fit through the letterbox.

For orders that contain cooking chocolate, wholesale cartons, catering couverture packs, this will be packed in a larger box.

Any Other Questions

If you have any other questions, please check our Terms & Conditions or get in touch.