Shipments and returns

How much does delivery cost?

 

We offer free delivery through Royal Mail 1st Class on all orders over £15 in UK  (orders below will be subject to £1.95 P&P).

Royal Mail delivers 93% of 1st Class mail the next working day after posting. We will send an email to let you know when we have sent this. 

If you want to track your parcel, upgrade to Royal Mail 24 Tracked for £3.95 (free over £50). You can see when the parcel is delivered by Royal Mail which should be within 24hrs.

For guaranteed next day delivery, you can upgrade to Royal Mail Special Delivery 1pm for £6.90 which requires a signature upon delivery.

When Do I Receive My First Box / Can I Chose a Date?

If you do not select a date, then the box will be sent next day on all orders ordered before 1pm.

If you select a chosen date, we will send one day prior to that e.g. buy Monday, select Thursday delivery, we will send Wednesday by the chosen carrier. This will arrive 93% of the time on that date through Royal Mail First Class, and higher with Royal Mail 24hr Tracked however is not guaranteed. If unsure give an additional day or upgrade to Royal Mail Special Delivery which guarantees delivery.

Note: Some locations such as Scottish Highlands & The Channel Islands are more likely to experience delays, e.g. GY, HS, IM, JE, KW, ZE2 & ZE3, so please give extra time on these. 

Sending 2 or more boxes?

If you are sending more than one box and want them delivered through the letterbox, please can you let us know before placing an order. We are working on a software development to ensure these are sent individually so will go through a warehouse and expect to be live with that functionality in Q4 2016. If you are looking for a bulk purchase, please let us know as we maybe able to offer a discount.

Do you offer same-day delivery?

We aim to introduce this later this year to London & Birmingham areas.

 

Where do we deliver?

We deliver to the whole of UK. Our chosen delivery partner Royal Mail charge a flat fee throughout the UK, unlike some other services which charge extra for remote areas.

We deliver to mainland Europe at a cost of £4.45 for Royal Mail First class which aims to deliver within 3-5days via Priority Mail.

We aim to deliver to US and other countries later this year - if you want to try our chocolate and you live in these areas, please drop us an email and we will see what we can do - hello@lovecocoa.com

 

Will the parcel fit through my letterbox?

Our boxes fit through 99% of letterboxes. They are less than 2.5cm depth. 

 letterbox

Lost Delivery 

In the unlikely event the box gets lost, please contact us via hello@lovecocoa.com 3 days after expected delivery date. We can send a replacement or refund once we have investigated.

Please only claim when you have genuinely not received the item - once you claim it is out of our hands and with Royal Mail who have an investigation team who deals with theft and fraud.

If you chose Signed For delivery then please let us know immediately if the parcel hasn't been delivered.

Please accept our apologies if it has been lost en route by Royal Mail. To ensure we can resolve this quickly (in accordance with Royal Mail claim policies), can you first please check with your local sorting office and neighbours for this first before contact us.

Royal Mail have a specialist team that takes these things really seriously and will be investigate each case and will contact you to confirm non-receipt.


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Contact Us

We are a young company and are striving to constantly improve, so please drop us a message with any feedback. We are looking to expand the product range, so please do suggest any ideas you may have.

Stay in touch via our @onelovecocoa social media tag.

Any customer service questions please contact hello@lovecocoa.com, or james.cadbury@lovecocoa.com
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