Shipping / Posting

We post to all areas of the United Kingdom via Royal Mail; shipping costs are calculated at checkout. We are not responsible for any mishandling, loss or damage to your package once it has left our premises. We take every precaution to ensure your chocolates are protected against the postal journey. During hot weather we may delay postage or dispatch until the temperatures are suitable to make a delivery. Please understand that the very nature of chocolate makes it a temperature sensitive product.

We are not responsible for any rise in temperature that may cause melting or damage whilst in transit with our third-party courier. We do not currently ship internationally. It is your responsibility to ensure you write the correct delivery address for us to send your package, we cannot be held responsible for any errors made. We use a third-party carrier, so we cannot be held responsible for delays or if you require a package delivered by a certain date. If you require a “signed for” package, you must ensure that there is someone present to accept the package or use an address of a family member or neighbours who can sign for it on your behalf. We are not responsible for delays by the third-party courier during busy periods i.e., ‘Christmas, Valentines, Easter. and ask that you wait a further 7 days before contacting us. 

First Class postal by Royal Mail for UK Customers

Once your order has been dispatched, you will receive by email, a proof of postage code, this is for yours & our records to show proof of postage by us. We can not enter into any discussion or dispute about late delivery until 14 working days have elapsed from the date of postal. We will then undertake an investigation and make attempts to resolve the dispute. 

Ordering

 It takes time to make great chocolates, it is not a speedy process to hand paint each one, make the shells, fill them, and package them so that they get to you in perfect condition. If you are ordering for a special occasion or for a specific date, please bear in mind that it can take up to several weeks to make and an additional 5 days for postage in the United Kingdom for large orders or orders during busy postal times namely, Christmas, Valentines, Easter, and Halloween. For small or individual orders, we aim to post within 5 working days of you placing your order, however we avoid posting on Fridays or at the weekend, so that your chocolates are not sat in a transit store over the weekend. If you require a weekend delivery this may incur additional costs to be covered by you.  

 Refunds & Returns policy

If you are unsatisfied with anything, please email me rather than leaving a review and I can help you.
Due to the nature of the product and that as it is classed as perishable, we are not able to accept returns or unwanted items, or items ordered in error. If you are not entirely happy with your chocolates, please contact us in the first instance. We may require that the goods are returned to us for inspection before we consider a refund or replacement. Refunds & replacement are offered entirely at our discretion, and we reserve the right to issue them in any way we deem appropriate.

 Payment for goods

 We will not post out or complete any product orders until they have been paid for in full. At the point they are delivered to you, you are deemed the owner of the product. 

You cannot sell them or offer them for re-sale or offer them for sale either as a Chocolaterie Imogen product or as your own “white label product” without our consent or unless we have a prior agreement in place.