Delivery and Returns
Last updated: 27 August 2026
Our chocolates are fresh, handcrafted and perishable. Food safety rules mean we cannot resell anything that has left us, so we are not able to accept returns of chocolate simply because it is no longer wanted.
What we will always do is put things right when something has gone wrong. This policy explains how, and it sits alongside your legal rights rather than replacing them.
Your legal rights
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 in this policy affects that.
Something wrong with your order
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.
Delivery
We deliver across the UK by Royal Mail. Chocolate travels well, but in warm weather we may hold an order back or change the service used so that it arrives in good condition. If we do, we will let you know.
If your order has not arrived by the date we gave you, contact us and we will chase it with Royal Mail.
Collection orders
Click and collect is available from our Chocolate Houses in Swanage, Winchester, Exeter, Horsham, West Dulwich and Westfield Stratford City.
We hold collection orders for 7 days from the day we tell you your order is ready. If your order has not been collected within 7 days, we may cancel it and refund you, as we cannot hold fresh chocolate indefinitely. If you know you will be delayed, get in touch and we will do what we can.
Non perishable items
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.
Items we cannot refund
Cancelling your order
You can cancel any order before it has been packed. Email info@chococo.co.uk or call us on 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.
Exchanges
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.
Refunds
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.
Contact
Email info@chococo.co.uk
Telephone 01929 421777
Chococo
Commercial Road, Swanage, Dorset BH19 1DF