Frequently Asked Questions

How safe is shopping on Choklet's website?

Choklet uses Sagepay to process your card details. Sagepay is fully approved as a Level 1 compliant provider under the Payment Card Industry Data Security Standard (PCI DSS). This is the highest level of compliance. Your card numbers are completely secure as they are encrypted when the order is placed and only decrypted on arrival at Sagepay. They are not held in clear text on any website.
Will I get an order confirmation?

We will send you a confirmation email detailing the exact order received soon after your order has been placed. If you haven't received a confirmation email within 48 hours of placing your order then please send us an email or telephone us on 01636 650095.
When will my products be delivered?

We aim to dispatch your order within 4 to 6 days, sometimes earlier during quiet periods, but please bear in mind that we make to order, so larger orders may take slightly longer. We will send you a second email confirming dispatch of your order and the postal method used. Larger/heavy orders will be sent by courier so will require a signature on delivery, so kindly ensure someone will be available to accept and sign for the order (We will notify you if the parcel needs signing for on delivery). We will deliver to the address you enter at checkout and we accept no liability for late or failed delivery if the quoted address is incorrect on your order.

We reserve the right not to arrange deliveries during exceptionally hot weather as we have no control over temperature whilst your chocolates are in transit and cannot accept responsibility for heat damaged or melted products. We will of course advise you if there is likely to be a delay in your delivery.
What if only part of my order has arrived?

If you have not received your entire order as detailed in the order confirmation email sent to you, email us or call us on 01636 650095 quoting your order number and what items you are missing.
Do you deliver or send products outside the United Kingdom?

We do not currently deliver outside of the United Kingdom.
Do we deliver to your address?

We deliver to most postal areas in the UK. For security reasons we cannot deliver to a BFPO address. We also reserve the right not to deliver orders if we believe the address is not secure, for example, to a communal postal address or PO Box. If this affects an order you place, we will notify you as soon as possible.
What if I'm not in when you deliver?

If you are not available when the postman/courier calls they will leave a card at the delivery address confirming that they have tried to deliver your parcel. Follow the instructions on this card to rearrange delivery, or to collect your products as soon as possible, bearing in mind the perishable nature of your order. We accept no liability if your chocolates become unsuitable or damaged as a result of non delivery due to no one being available to sign for the parcel.

If you are unlikely to be at home for delivery we recommend that your chocolates are delivered to an alternative address e.g. work address, where someone will be available to take delivery of them.
What if my chocolates arrive damaged?

We take great care in packaging our chocolates to ensure that they leave us and are received by you in perfect condition. Any damage to your chocolates, which has occurred during transit, must be reported to us immediately on receipt. We will then ask you to return them to us and once received we will issue a full refund or send replacement chocolates by return.
What is your cancellation policy?

You may cancel your order at any time prior to receiving our ‘notification of dispatch’ email and receive a full refund. Should your order already have been dispatched you still have the option of receiving a full refund under the Distance Selling Regulations 2000 (see returns section below). Should you wish to cancel your order please contact us on 01636 650095
What is your returns policy?

Under the Distance Selling Regulations 2000, you are entitled to cancel your order within 7 days of delivery of your goods. If for any reason you are not entirely satisfied with your purchase, please contact us on 01636 650095. We will then ask you to return your goods in their original, undamaged packaging for a prompt exchange or refund. The product you return must be in perfect condition and we cannot be responsible for any items that arrive with us damaged in transit. We will consider the overall condition of the product being returned when making a refund. We will refund the price of the item or exchange the product as soon as it is received by us. Refunds will usually take about 7 working days, the speed of the refund will depend on how quickly your debit/credit card company processes the credit.

Regretfully Choklet does not pay the cost of return postage. This is in addition to your statutory rights.

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Frequently Asked Questions