Last updated: 21 September 2026
It is our mission as Chococo, the Purbeck Chocolate Co, to create the finest spirit lifting fine fresh handcrafted chocolates. As a result, we aim to deliver the best possible customer experience, and we therefore adhere to, and where possible exceed, all current legislation in addition to trade body guidelines. The conditions detailed below do not affect your statutory rights under United Kingdom law. Please also see our Privacy and Cookie Policy, which explains what we do with the information we hold about you.
Product and packaging are subject to change or substitution without prior notice. If necessary we will substitute for an equal or higher priced item directly, as the majority of our orders are time critical and we may not have time to contact you. If time is available we will attempt to contact you.
We deliver to the UK mainland, Northern Ireland, the Channel Islands and the Isle of Man.
We are not currently able to deliver outside the United Kingdom. We do not recommend sending our perishable products to warm countries in any case, as we have no control over how long delivery takes or over the temperature in transit and on arrival.
We accept major debit and credit cards, together with Apple Pay and Google Pay. The full list of payment methods available to you is shown at checkout.
All orders are authorised by your card issuer before despatch, so please make sure the details you give us are correct. We cannot accept responsibility for an order being held back as a result of incorrect or invalid payment details. We require the registered address of the cardholder, which is used to validate your order. Failure to supply the correct details will result in your order being held pending the correct details.
The total value of your order is displayed at checkout. That is the amount in pounds sterling that you will pay. All prices quoted include VAT at the appropriate rate, currently 20%. If you are eligible to reclaim VAT, we will supply a VAT receipt on request.
In the unlikely event that your payment card is used fraudulently to make a purchase with Chococo, you are entitled to cancel that payment. If payment has already been taken, you are entitled to a re-credit or to have all sums returned to you by the card issuer.
You may cancel your order at any time up until 12 noon on the day of despatch. To do so, please contact our Customer Care team by emailing info@chococo.co.uk or calling us on 01929 421777 with your order number to hand. Please note that during busy periods we may not be able to stop orders that are already being processed for despatch.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel most online orders for any reason within 14 calendar days from the day after you receive your goods, or the final item in a multiple item order.
That right does not apply to goods that spoil quickly, or to goods made to your specification. Our chocolates and our personalised products therefore fall outside it. It does apply to non perishable items such as gift bags, mugs, tins and other homewares, and for those we allow 30 days rather than 14.
To cancel and request a refund, please notify us by email first and return the goods unused and undamaged to:
Chococo Returns
[Include your order number]
Unit E Link Estate, Blackhill Road
Holton Heath
Poole, Dorset, BH16 6LS
We are unable to provide pre-paid return labels. Return postage is at your own cost, unless the item is faulty or was sent in error, in which case we cover it. If you would like to return part of an order, please contact our Customer Care team who will advise you. Refunds are processed once the returned items have been received and inspected.
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 these terms affects that right.
All our chocolate gifts are despatched in perfect condition, as we take the utmost care in wrapping them. If any items are unfortunately broken in transit by circumstances beyond our control, please contact us as soon as possible after receipt, or within 2 weeks of a key event such as Valentine's Day, Easter or Christmas.
We will let you know whether you need to return them to us at the address above or simply send us a photo. Once we have received the photo or the item, we will look into it and, if applicable, refund the full purchase cost of that item or send a replacement and refund reasonable postage costs incurred. If you have any concerns please contact us on 01929 421777.
We cannot accept complaints about broken items more than 2 weeks after key chocolate buying occasions. Whilst we accept that items might have been purchased ahead of the event, we would expect the item to be given to the recipient on or around the event, which gives ample opportunity to raise any issues within two weeks afterwards. We also cannot accept complaints about damaged items sold as sale items.
If you have received an incorrect item in your order, please email a photo of the item or items you received, along with your order details, to info@chococo.co.uk so that we can put it right. Please contact us as soon as possible after seeing the error, and within 2 weeks of receiving your order at the latest.
You can have full confidence in our online ordering service. Our store runs on Shopify, and every page and payment is protected by industry standard TLS encryption. You will see a padlock in your browser and an address beginning https. We never see or store your full card number. If you have any questions relating to security, please contact us at info@chococo.co.uk or telephone +44 (0)1929 421777.
We can include a special message with your gift. This will be reproduced as you type it, directly onto the message card.
We reserve the right to reject any message that we consider might offend the recipient, or that is defamatory, racist, offensive, abusive, indecent, obscene, menacing or in breach of confidence, copyright or any other legal rights.
We get many questions about our chocolates, our Chocolate Houses and our online services. Please take a look at our FAQs, and if you cannot find what you need, email info@chococo.co.uk or call 01929 421777.