Shipping & Returns

Durable, Safe Packaging

It is important to us that your fresh Belgian chocolates and gifts  arrive with you in perfect condition, therefore our traditional Belgian ballotin gift boxes come in their own specially-designed outer polystyrene casing which protects the fresh Belgian chocolates from damage and temperature changes in transit. 

Our Luxury gift boxes have been chosen as they provide a hard firm casing. They are wrapped in tissue and placed into the polystyrene case, tapped shut and put into the poly bags ready for delivery. With our  Dora boxes  and   Jewellery boxes  we carefully wrap these in tissue and create a cardboard shell, finally placing it  into a polystyrene bag, sealing it ready for dispatch!

To help complete your gifts, you also will be able to add your own free personal message and choose luxury wrapping.

My box has Praline embossed on it, but I didn't order praline?

Don't Panic!

The iconic gold ballotin gift boxes are all supplied with the Leonidas praline logo and text. We can assure you that the contents inside will be what you have ordered. In the very rare case that you have in fact received the incorrect goods please contact us.

Praline is, in fact, the Belgian term for chocolate and chocolate derivatives, more specifically soft centred. The base of our boxes also contain basic information regarding the ingredients, but please take these as a basic rule as the contents can change.

How Much is Postage & Packaging?

United Kingdom & Channel Islands - INCLUDED -  First Class Post with Royal Mail.    Delivery should take 3-5 Working Days. As with all First Class Post, the delivery date is NOT GUARANTEED and may take up to 10 working days. (Orders over £30 will be sent via 'Royal Mail Signed For' delivery, requiring a signature on arrival)

Royal Mail - Special Express Delivery UK  - Next Day (this can include delivery on Saturdays depending on your area)  If you would like your order quickly, take advantage of our express service, a tracked special delivery with Royal Mail, that will get your chocolates to you within 1 -2 days, however delivery is normally before 1pm the next day, for orders placed before 1pm, Monday to Friday. This service does require a signature on delivery.  Royal Mail do not guarantee this next day service, but it very rarely lets us down. To track your order please visit www.royalmail.com/track-trace/  and enter your 13 character reference.

Up to 300 grams  £4.99
Up to 500 grams  £4.99
500 to 750 grams  £5.99
750 grams to 1 Kilos  £6.75
1 to 2 Kilos  £7.75
2 to 3 Kilos  £13.99
3 to 4 Kilos  £15.99
4 to 5 Kilos  £17.50
5 to 6 Kilos  £18.75
6 to 7 Kilos  £21.50
7 to 8 Kilos  £22.95
8 to 9 Kilos  £24.99
9 to 10 Kilos  £26.99
10 to 15 Kilos  £32.99
15 to 20 Kilos  £42.99

We can offer a Signed For Service to ensure delivery for £1.

Royal Mail International Tracked - Europe & Rest of the World

Royal Mail International Tracked travels through a separate and secure network until they leave the UK. The item is then handed over to the destination country's postal service as a priority item. You’ll have proof of posting and delivery. When your chocolates are delivered, the gift will be electronically scanned by the postal operative delivering it to confirm it has arrived. A signature is not taken, but an electronic delivery confirmation is used to update the tracking tool. Royal Mail International Tracked is available to selected destinations as it can only be operated to those countries with the necessary systems and infrastructures to support the products Track & Trace requirements. 

Please see the following list of destinations for Royal Mail International Tracked;

Andorra, Australia, Austria, Belgium, Brazil, Canada, Canary Islands, Croatia, Denmark, Estonia, Finland, France, Germany, Hong Kong, Hungary, Iceland, India, Ireland (Republic of), Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Poland, Portugal, Singapore, Spain, Sweden, Switzerland.

Royal Mail International Tracked  does not guarantee the delivery times, please see below as a guide; 

·    To Western Europe within four to five working days of posting.

·    To Eastern Europe within four to seven working days of posting.

·    To the Rest of the world within six to ten working days of posting.

Delivery is in working days and excludes the day of posting, Weekends, and bank holidays.

  • Mainland Europe
  • Up to 500 grams £6.99
  • Up to 750 grams £7.99
  • Up to 1000 grams (1 Kilo) £8.99
  • Up to 1250 grams £9.99
  • Up to 1500 grams £10.99
  • Up to 1750 grams £12.50
  • Up to 2000 grams (2 Kilos) £13.99
  • Up to 3000 grams (3 Kilos) £15.50
  • Up to 4000 grams (4 Kilos) £19.25
  • Up to 5000 grams (5 Kilos) £23.00
  • Up to 6000 grams (6 Kilos) £26.75
  • Up to 7000 grams (7 Kilos) £30.50
  • Rest Of The World
  • Up to 500 grams £7.99
  • Up to 750 grams £10.75
  • Up to 1000 grams (1 Kilo) £13.50
  • Up to 1250 grams £15.50
  • Up to 1500 grams £17.99
  • Up to 1750 grams £20.50
  • Up to 2000 grams (2 Kilos) £22.50
  • Up to 3000 grams (3 Kilos) £30.25
  • Up to 4000 grams (4 Kilos) £39.50
  • Up to 5000 grams (5 Kilos) £48.75
  • Up to 6000 grams (6 Kilos) £58.00
  • Up to 7000 grams (7 Kilos) £67.25

Royal Mail International Signed

Royal Mail International Signed travels through a separate and secure tracked network until it leaves the UK. The item is then handed over to the destination country's postal service as a priority item. You’ll have proof of posting and delivery. When your chocolates are delivered a signature is taken and updated to the tracking tool. The tracking tool is only updated with date with from the UK Royal Mail International Signed is available to selected destinations as it can only be operated to those countries with the necessary systems and infrastructures to support the products requirements. 

Please see the following list of destinations not available for Royal Mail International Signed;

Andorra, Argentina, Austria, Belarus, Belgium, Bulgaria, Canada, Cayman Islands, Croatia, Czech Republic, Denmark, Ecuador, Finland, Germany, Gibraltar, Greece, Hong Kong, Hungary, Iceland, Ireland (Republic of), Japan, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, New Zealand, Poland, Portugal, Romania, San Marino, Singapore, Slovak Republic, Slovenia, Somalia, South Korea, Sweden, Switzerland, Thailand, Trinidad, USA, Vatican City.

Royal Mail International Signed provides a secure service for international delivery and is tracked at 5 points after dispatch as well as an online confirmation of Delivery. This service requires a signature on delivery. (However please be aware that a copy of the signature is not available). All chocolate gifts can be tracked at 5 points which are determined depending on the delivery destination. Please ensure the weather in the country is cool enough for our chocolates to survive the delivery. Chocolates will be damaged by exposure to temperatures above 25C. Although our specially-designed outer polystyrene casing will provide protection from temperatures changes, we will not be liable for damage incurred due to exposure to heat.

Royal Mail International Signed does not guarantee the delivery times, please see below as a guide; 

EU - 7 Days

Rest of the World - 10-15 Days

Delivery is in working days and excludes day of posting, Saturdays and Sundays.

  • Up to 500 grams £7.99
  • Up to 750 grams £9.50
  • Up to 1000 grams (1 Kilo) £10.99
  • Up to 1250 grams £12.99
  • Up to 1500 grams £14.99
  • Up to 1750 grams £16.50
  • Up to 2000 grams (2 Kilos) £18.99
  • Up to 4000 grams (4 Kilos)£36.99

Royal Mail International Tracked & Signed

Royal Mail International Tracked & Signed provides the fastest and most secure service for international delivery and requires a signature on delivery. (However please be aware that a copy of the signature is not available).  All chocolate gifts can be fully tracked end to end including signature on delivery and an online delivery confirmation. 

Please see the following list of destinations for Royal Mail International Tracked & Signed ;

Andorra, Argentina, Austria, Belarus, Belgium, Bulgaria, Canada, Cayman Islands, Czech Republic, Denmark, Ecuador, Finland, France, Germany, Gibraltar, Greece, Hong Kong, Hungary, Iceland, Ireland (Republic of), Japan, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, New Zealand, Poland, Portugal, Romania, San Marino, Singapore, Slovak Republic, Slovenia, South Korea, Sweden, Switzerland, Thailand, Trinidad, Vatican City State.

Royal Mail International Signed does not guarantee the delivery times, please see below as a guide; 

EU - 7 Days

Rest of the World - 10-15 Days

Delivery is in working days and excludes day of posting, Saturdays and Sundays.

  • Up to 500 grams £8.50
  • Up to 750 grams £9.99
  • Up to 1000 grams (1 Kilo) £11.99
  • Up to 1250 grams £13.99
  • Up to 1500 grams £15.99
  • Up to 1750 grams £17.99
  • Up to 2000 grams (2 Kilos) £19.99
  • Up to 4000 grams (4 Kilos)£39.50

Tax On European Sales

On shipments to Europe local customs taxes may be applicable are payable directly. These are the responsibility of the addressed recipient. Chocolate Express does not pay tax on european sales so therefore will not be liable for late delivery due to customs checks and procedures.

Destination We Do Not Ship To

We are unable to ship to the following destinations;

Italy, Asia, Africa, South America, South Africa, USA, Ukraine.

When will my order be posted?

We will dispatch orders the same day, (Monday to Friday) for orders placed before 1pm. Orders placed after 1pm on a Friday will be sent the following Monday.  As a general rule our cut off time is 1pm Monday to Friday, however we may be able to take orders up until 2.15pm, please call us on 01534 873834 to check. Please note we close at 2pm on a Thursday afternoon.

Large or multiple orders will take a few days to complete (as all on line orders are handpicked)

Orders over £30 will be sent as Signed For at no extra charge, to ensure safe delivery, therefore they will require a signature on delivery. We will send you a confirmation email on receipt of your chocolate by post order and a shipping e-mail to confirm shipment.

Points to note

Multiple orders may not all be dispatched at the same time. During busy periods, e.g. Christmas or Easter chocolates, delivery times have been known to increase by 24hrs. We are unable to deliver on bank holidays and Sundays.

Royal Mail will not deem a parcel to be lost until it has been in the postal system for a period of 15 days (UK) and 20 working days for International orders. Although it is highly unlikely deliveries will take this amount of time we are unable to dispatch a replacement until 10 days from the dispatch date. If your package is not letter box friendly please check that your local post office is not holding it for collection.

We are unable to track packages with our Free First Class Post, however for a quicker and traceable delivery we can offer an Express Service from £4.99 these orders are required to be signed for.

Due to Custom requirements, the value of the contents are displayed on the customs shipping note on the outside of the box within the Customs information. No invoice details are placed inside the box.Customs do require that the value of the contents are displayed on the shipping information on the outside of the box.

Once your order has been dispatched we are unable to cancel it or request postal address changes or recall it. Due the fresh nature of our chocolates we do not accept orders back  (or provide refunds), unless there are delivered 15 days after posting.  Are standard delivery dates are not guaranteed by Royal Mail, but very rarely let us down.

Our express and signed for service require a signature on delivery, if no one is in the sign for the order they will be taken back to your local Royal Mail depot.

What if the recipient is away at the time of delivery?

Some of our boxes are designed to fit through the majority of UK letterboxes. In cases where the item cannot be posted through the letterbox and the recipient is not at home, the Royal Mail service may try to leave in a secure location, if this is not possible then a card will be left and you will need to collect it from your local post office.

If you have any delivery instructions, i.e. please leave in the garden shed if not home, leave us your requirements in our notes section at checkout OR e-mail after placing your order: support@chocolate-express.co.uk , alternatively call us on 01534 873834 and we will pass your request onto Royal Mail, we cannot guarantee that Royal Mail will follow the instructions.

Can you deliver to hospitals or business addresses?

We deliver to all UK post codes including businesses and hospitals. Due to the nature of larger hospitals and businesses we highly recommend providing as much detail to the delivery address, this helps reduce the risk of your goods going missing.

Can you deliver on a pre determined day?

Yes, you can advise us of a day you would like your products delivered, however this would mean that the package would have to be signed for and sent by special delivery which would incur a postage charge from £4.99. This service does require a signature on delivery. Alternatively we can hold a package and send out on a date you require with are regular First class Post (if posting date not specified we will post out 5 working days before delivery requested date). Our special delivery service is with Royal Mail and normally is delivered before 1pm the following day, however,  occasionally this service may take up to two working days. Delivery is Monday to Friday, however some areas do provide delivery on a Saturday as well.

Bank Holidays

Please note we do not post out on any Bank Holidays. Our store is based in Jersey, one of the Channel Islands, which enjoys an additional Bank Holiday to the rest of the UK which falls on the 9th of May, known as Liberation Day. All orders placed on a Bank Holiday will be dispatched on the next working day. 

It is our aim to bring you the very best in Belgian chocolates.

We will always endeavour to dispatch your order the day it is placed (Monday to Friday) - providing your order is received by 1 pm. On the rare occasion that a product is not in stock this may not be possible. Should this happen we will contact you to propose an alternative product of equal value.

Security & Privacy

All payments are processed through our secure site in accordance with the standing Consumer Protection Distance Selling Regulations (2000) we will mail you details of your order and confirmation details of payment.  It is our policy not to sell or pass on any personal details. We will store and process any details you provide at the time of registering or purchasing to help support our service to you and from time to time we will provide you with details of our products and special offers.

Payment

Payment will be processed are. The name and billing the time of ord  address given must be the same as the registered name and address of the card holder. Failure to supply correct details may result in your order being delayed. In accordance with the standing Consumer Protection Distance Selling Regulations (2000) we will mail you details of your order.  

You may cancel your order at any time before dispatch. Should you wish to cancel your order please contact our customer services on 01534 873834.

Christmas Delivery

Our Recommended delivery dates for the Christmas period 2017 Will be announced In Autumn '17

Delivery

All orders received by 1pm will be dispatched same day, Monday to Friday. We do not dispatch goods on a Saturday or Sunday. It may be possible to process orders up until 2.15pm, however you will need to call our customers service team to arrange on 01534 873834.

All UK deliveries are made by Royal Mail. If the recipient is not in and it is not possible to leave the item in a secure area, Royal Mail will leave a card asking the addressee to collect from a local post office. We accept no liability if delivery is not made due to the recipient not being available or due to the recipient failing to contact their local Post Office within a reasonable time to arrange collection. UK Delivery Area: United Kingdom includes Scotland, England, Ireland, Wales and Channel Islands.

Saturday Delivery

The delivery of orders on a Saturday is dependant on the delivery area/address, as not all areas in the UK operate a Saturday service, please check with your local Royal Mail customer services.

This is the same for our express service, we will despatch on a Friday at 1pm, however delivery may be made on the Saturday or Monday depending on the Royal Mail service applicable for the delivery address.

Refunds

If you are in any way dissatisfied with our products or our service we will always do our best to ensure that we resolve the problem to your satisfaction. You may cancel your order at any time before it is dispatched and we will issue a refund. Once your order has been dispatched we can only offer a refund for damaged goods, as our products cannot be resold, due the freshness of the products.

We will ask for all damaged goods to be returned, so that we may investigate the damage, we will refund the original cost of the product or send out a replacement box to you, once we have received the original damaged order back.  Please contact us before returning the goods by email on support@chocolate-express.co.uk.  Please return by Royal Mail using the following FREE POST address and please obtain a proof of posting form for your delivery;

Returned chocolates must be in there original packaging to:

Chocolate Express
Freepost JE78
29-33 Devonshire Place
St Helier
Jersey
JE1 1AF

We do not offer refunds for the late arrival of chocolates.  After 10 days we will send out a replacement box, as a Signed for Service.  Please ensure your chocolates have not been left with the local post office, as we will submit claims for non-delivery with Royal Mail.

Chocolates Numbers and Stated weights

As the nature of our product is handmade and fresh the weights and sizes of chocolates do vary, therefore the quoted number of chocolates may vary accordingly. Our loose chocolates vary in weight from approximately 15 - 28 grams therefore our shipping weights can very accordingly. Shipping weights are measured in Gross (e.g. Item + Packaging = Gross Weight)