Delivery & Returns

How Much is Postage & Packaging?

FREE First Class delivery on orders over £25

Orders placed before 1pm Monday to Friday, dispatched the same day.

Orders under £25 will be charged for delivery.

UK Delivery with Royal Mail, First Class Post, normally 3-5 working days, not guaranteed. As with all First Class Post, the delivery date is NOT GUARANTEED and may take up to 5 working days.

  • 600g £2.99
  • 900g £3.50
  • 1250g £4.50
  • 1750g £5.50
  • 2000g £8.50

Next Day, Royal Mail Special Delivery, order before 1pm, depending on location can take 1-2 working days. Requires a signature on delivery. Royal Mail does 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.

  • 300g £3.75
  • 400g £3.99
  • 500g £4.50
  • 600g £4.50
  • 700g £4.99
  • 800g £4.99
  • 900g £4.99
  • 1000g £5.50
  • 1250g £5.99
  • 1500g £6.50
  • 2000g £7.75

Jersey Delivery: 1 – 2 Days

  • 300g £1.90
  • 500g £2.50
  • 700g £2.99
  • 3000g £3.50

Click and collect: Ready in Store next Day

Orders wrapped in tissue paper, for a gift presentation. Packed in specially-designed outer polystyrene casing in warmer months or environment-friendly cardboard boxes.

To pre-order, please specify your desired dispatch date (not delivery date) in the comments section at checkout.

**Please note due to the Covid 19, Royal Mail are still experiencing some delays with delivery, this is very dependent on different areas, please be understanding*
*

Durable, Safe Packaging

To ensure your order arrives with you in perfect condition, we have our specially-designed outer polystyrene casing which protects the fresh Belgian chocolates from temperature changes in transit, for use in our warmer months. We also use environmentally friendly packing for our smaller ballotins. All orders are wrapped in tissue, for a gift presentation. Our Luxury gift boxes have been chosen as they provide a hard firm casing.

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

Destinations We Ship To

We are ship to the UK and the Channel Islands only

Unfortunately, we are no longer shipping to any countries outside of the UK and the Channel Islands. If you have any difficulties placing an order over the website, please call the shop on 01534 873834

Items we do not ship

Please note that we DO NOT ship gift certificates.

These are sent by email. Once purchased the value of the Gift Certificate will be added to your own personal Gift Certificate Account. If you have funds in your Gift Certificate Account, you will notice that the amount now shows in the Shopping Cart box, and also provides a link to a page where you can send your Gift Certificate via email.

Delivery

All orders received by 1.00 pm will be dispatched the same day, Monday to Friday. We do not dispatch goods on a Saturday or Sunday. It may be possible to process orders up until 1.30 pm, however, you will need to call our customer service team to arrange on 01534 873834.

All UK deliveries are made by Royal Mail. Please note that the delivery date is NOT GUARANTEED as the first class post may take up to 5 working days. 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. Furthermore, please note that by leaving instructions for a delivery to be left in a specific place, it is not the responsibility of Chocolate Express if it goes missing and a replacement/refund will not be considered.

UK Delivery Area: the United Kingdom includes Scotland, England, Wales, and the 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 12:30 pm, however, the delivery may be made on Saturday or Monday depending on the Royal Mail service applicable for the delivery address.

Jersey Delivery and Click & Collect Jersey Only

Jersey customers now have the option for items to be posted locally.

There are 2 delivery options:

  • Local delivery (Jersey: £1.90) Please note that we use Jersey Post for our local deliveries. Items may take 1-3 working days to arrive. 
  • Click & Collect Jersey only’, Items must be collected in-store with this service the next day after ordering. If you need a set date for collection, please contact us with your requested collection date when ordering.

When will my order be posted?

We will dispatch orders the same day, (Monday to Friday) for orders placed before 12:30 pm. Orders placed after 12:30 pm on a Friday will be sent the following Monday. As a general rule, our cut-off time is 12:30 pm Monday to Friday, however, we may be able to take orders up until 1 pm, please call us on 01534 873834 to check. Please note we close at 2 pm on a Thursday afternoon.

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

Orders over £50 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 24 hrs. We are unable to deliver on bank holidays and Sundays.

Unfortunately, we are unable to offer multi-address orders now and suggest if you need to send to multiple addresses making separate orders or contacting us by phone and we’ll process it for you.

Royal Mail will not deem a parcel to be lost until it has been in the postal system for a period of 10 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 5 days from the dispatch date. If your package is not letterbox friendly please check that your local post office is not holding it for collection.

We are unable to track packages with our First Class Post, however for a quicker and traceable delivery we can offer an Express Service from £3.75 these orders are required to be signed for.

Due to Customs requirements, the value of the contents is 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 is 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 to the fresh nature of our chocolates, we do not accept orders back (or provide refunds) unless there are delivered 15 days after posting. Our standard delivery dates are not guaranteed by Royal Mail.

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 email 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 £3.75. 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.

Christmas Delivery

With free U.K. delivery options, our recommended final day for Christmas delivery is 16th December for standard shipping and 20th December for express deliveries.

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.

Security & Privacy

All payments are processed through our secure site in accordance with the standing Consumer Protection Distance Selling Regulations, 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 cardholder. Failure to supply correct details may result in your order being delayed. In accordance with the standing Consumer Protection Distance Selling Regulations, 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 on01534 873834.

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 to 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 at support@chocolate-express.co.uk.

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)

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 12:30pm. 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.