We deliver across the UK with Royal Mail tracked delivery. You will get a Chocs Away email from us when your order leaves us, and Royal Mail will keep you updated from there.
Delivery is free on orders over £60.
No signature is required, so Royal Mail may leave your parcel somewhere they consider secure, or with a neighbour. If they cannot deliver, they will normally try twice more, and you can rearrange delivery or collect from your local delivery office using the tracking link.
Chocolate travels well, but in hot weather we may hold an order back or move it to a faster service so that it arrives in good condition. If we do, we will let you know. First Class is worth choosing through the summer months.
Order online and pick your chocolates up in person from any of our Chocolate Houses in Swanage, Winchester, Exeter, Horsham, West Dulwich and Westfield Stratford City. Choose your Chocolate House at checkout and we will email you as soon as your order is ready.
We hold collection orders for 7 days from the day we tell you yours is ready. If it has not been collected by then we may cancel and refund it, as we cannot hold fresh chocolate indefinitely. If you know you will be delayed, get in touch and we will do what we can.
Check opening times for all our Chocolate Houses
You can cancel any order before it has been packed, up until 12 noon on the day of despatch. Email info@chococo.co.uk or call 01929 421777 with your order number. During busy periods, orders already being packed may be too far along to stop. If we cannot stop yours in time, we will tell you.
For most things bought online you have 14 days to change your mind under the Consumer Contracts Regulations 2013. That right does not apply to food and other goods that spoil quickly, or to anything personalised for you, so it does not cover our chocolates. It does cover the non perishable items listed below.
Separately, under the Consumer Rights Act 2015, anything faulty, not as described or not of satisfactory quality can be rejected within 30 days of receipt for a full refund. Nothing on this page affects that.
Please check your order as soon as it arrives or as soon as you collect it. Get in touch as quickly as you can, ideally within 48 hours, if:
Email info@chococo.co.uk with your order number and a photograph of the problem. We will arrange a replacement or a refund, whichever you prefer. There is no need to send anything back to us.
We ask for the 48 hour window because chocolate is perishable and it helps us work out what happened while your order was in transit or in our care. It is not a deadline on your legal rights.
Items such as gift bags, mugs, tins and other homewares can be returned within 30 days of receipt, provided they are unused and in their original packaging. This is more generous than the 14 days the law requires, and it is our choice to offer it.
Contact us first at info@chococo.co.uk and we will let you know how to return them. Items sent back without contacting us first cannot be accepted. Return postage is at your own cost unless the item is faulty or was sent in error, in which case we cover it.
Returns address:
Chococo Returns
Unit E Link Estate, Blackhill Road
Holton Heath, Poole, Dorset BH16 6LS
We do not offer direct exchanges. If you would like something different, the quickest route is to contact us about the original order and place a new one for the item you want.
We will let you know as soon as we have processed your refund. Refunds go back to your original payment method within 14 days, and usually much sooner, though your bank or card issuer may take a few days more to post it to your account.
If more than 14 days have passed since we confirmed your refund and you still have not received it, contact us at info@chococo.co.uk and we will chase it.
Email info@chococo.co.uk
Telephone 01929 421777, Monday to Friday 9am to 5pm
Chococo
Unit E, Blackhill Road
Holton Heath, Dorset BH16 6LS