How are your products packaged?
Bars wrapped in wax paper and sealed with a Pure Cacao label
Other products in a plastic bag and seal ed with a Pure Cacao label
Outer packaging – Square cardboard box
How much does delivery cost?
2nd Class Royal Mail Signed For up to 2kgs £3.99 or 1st Class Royal Mail Signed For up to 2kgs £6.99.
Where do you deliver to?
We currently only deliver to the UK.
How long should I expect my order?
We aim to ship all items within 72 hours of your order being placed, excluding weekends and public holidays in the UK.
Do I need to sign for my order?
Orders will require a signature on receipt. If the parcel is not signed for and is returned to us as a result, the recipient will be notified and payment for a second delivery attempt will be charged. We are unable to deliver to PO Boxes.
What happens if my parcel is lost?
If you experience your parcel going missing, please contact us immediately and we will contact Royal Mail to attempt to track down the parcel. Unfortunately, we cannot be responsible for lost or stolen parcels where the parcel has been registered as delivered, which includes notification of re-delivery or collection.
How do I return my order?
If a product you have ordered is damaged, please let us know immediately and within 30 days of purchase at the latest. We’ll gladly review the damaged order and offer a full refund, including postage. Please quote your name and order number when emailing [email protected] providing details of the damage, including any photos if applicable. A refund usually takes 3 to 5 business days to be credited back to your credit card or original payment method.
If a product you have ordered is unsatisfactory for any reason (we really hope this is not the case!), you can return it to us within 30 days of purchase for a replacement or full refund, including postage. Products must be uneaten, unopened and in the same condition that you received it. Customers are responsible for return shipping – please contact us at [email protected] to let us know you are returning the order and retain proof of postage. Once your return is received, we will send an email notifying you that we have received it and we’ll send you a replacement or refund, whichever you prefer. A replacement is sent free of charge or a refund usually takes 3 to 5 business days to be credited back to your credit card or original payment method.
I have more questions, can I contact you directly?
Absolutely! We love speaking to our customers and are always happy to help. You can contact us directly by sending an email to [email protected]
The Chocolate Studio, 16 Woodville Road, Maidstone, Kent, ME15 7BS