1.1 We currently offer delivery within the United Kingdom only. This includes England, Scotland, Wales, and Northern Ireland. We are unable to deliver consumer orders outside the UK at this time.  For international trade orders, please contact us at aluvachocolates@mail.com. 

 

2.1 Bespoke & Made-to-Order Products:

Our bespoke chocolates and orders are made to your specifications (e.g., personalised packaging, custom designs etc). All the products in our Ornamental range are also made-to-order.  These items (i.e. personalised orders and made-to-order) are considered bespoke products and are created specifically for you. As such, they may not be returned or refunded unless they are faulty or materially not as described. No refunds will be accepted for bespoke and made-to-order items in all other cases.  By placing an order for these items, you  acknowledge and accept these terms. 

 

2.2 Food Items:

Due to the perishable nature of our products, including chocolates and other food items, we cannot accept returns or offer refunds unless the goods are faulty, damaged, or materially not as described. This is typically in line with the Consumer Contracts Regulations 2013, which exclude food items from the usual 14-day right to cancel when they are sealed and the seal is broken.

 

We offer the following delivery options for UK orders:

 

Standard Delivery:

Estimated delivery within 2-5 working days from dispatch.

Delivery cost: will depend on your order size, weight and delivery method, which is calculated at the Checkout stage.

 

Next Day Delivery:

Orders placed before 12:00 PM may be dispatched the same day for delivery the next working day at an additional cost and subject to confirmation.

 

Saturday Delivery:

Orders placed before 12:00pm on Friday may be delivered on the following Saturday at an additional cost and subject to confirmation.

 

Please Note: Delivery times are estimates. While we strive to meet these times, delays may occur due to factors beyond our control, such as adverse weather conditions or courier issues. We will notify you if there is a significant delay beyond the estimated delivery timeframe.

 

4.1 Orders are processed from 9:30am Monday to 12:00pm Friday, excluding UK public holidays.

4.2 Orders for bespoke chocolates or personalised products may require additional processing time due to the bespoke nature of the items. Depending on the size and nature of the order, these items will typically be dispatched within 7-28 working days, subject to availability, and after the order is confirmed.

 

5.1 Once your order has been dispatched, you will receive an email with tracking details (if available). You can use the tracking number to monitor the status of your delivery through the courier’s website.

 

6.1 Delivery charges depend on the weight, size of the order, and the delivery method selected. The total cost will be clearly displayed at Checkout before you confirm your purchase. You may be eligible for free delivery based on promotional offers or minimum order value, and these details will be outlined during checkout.

 

7.1 We take great care to ensure your orders and bespoke chocolates are packaged securely. During warmer months, we recommend choosing Next Day Delivery to avoid potential heat exposure. While we use insulation and temperature control during shipping, we cannot guarantee the condition of chocolates if delayed, especially during hot weather.

 

8.1 It is essential to provide accurate address details when placing an order. We cannot be held responsible for delays or issues caused by incorrect or incomplete address information. If your parcel is returned due to an incorrect address, additional re-delivery charges may apply.

 

9.1 If you are unavailable to receive your delivery, the courier may leave a delivery attempt notice. You will be able to arrange a re-delivery or pick up the parcel from the local depot. Please follow the instructions provided by the courier.

 

9.2 If the parcel is returned to us due to non-delivery, we will contact you to arrange for re-delivery. Additional charges may apply for re-delivery.

 

10.1 Non-Bespoke Items:

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving the goods for non-bespoke items (i.e., items that are not personalised or customised). However, due to the nature of our food products, which are perishable, we are unable to accept cancellations, returns, or issue refunds for opened or consumed food items.

 

10.2 Personalised or Bespoke Orders:

Once your order for bespoke or personalised chocolates has been confirmed and production has begun, you cannot cancel or return the product unless it is faulty, damaged, or not as described.  

 

10.3 Food Items (Unopened):

If your food item is unopened, you may still cancel the order within 14 days of receiving the goods. To do so, please inform us in writing (via email or post) within 14 days. You will receive a full refund, including the standard delivery charge, provided the products are returned in an unopened, unused condition, and in the original packaging.

 

10.4 Food Items (Opened or Consumed):

Due to the perishable nature of our products, we cannot accept returns, exchanges, or provide refunds for food items once they have been opened or consumed.

 

11.1 If your product is damaged, defective, or not as described, we will offer a full refund or send a replacement, at your preference, within 14 days of receipt of the faulty item. In this case, we will cover the cost of return postage. Please contact us at aluvachocolates@mail.com for assistance with any damaged or faulty goods.

 

11.2 Non-Faulty Returns:

Due to the perishable nature of our products, we cannot accept returns for opened or consumed food items. Returns are only accepted for unopened, unused products in their original packaging. If the product is returned within the required time frame (14 days) and meets these conditions, a full refund will be issued.

 

We may update or modify these Delivery Terms and Conditions from time to time to reflect changes in our practices or legal requirements. Any changes will be posted on this page with the updated date. We encourage you to review this page regularly for updates.