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Customer Information
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We are closed on the following dates.
• All UK Bank Holidays
We at Chocolate Trading Company© are proud to offer a high standard of customer service. Our operators are available on 08700 508244, to give you all the assistance you may need from 9.00am-5.30pm Mon-Friday (excluding UK Bank Holidays and our own holidays), an answer service is available out of office hours for any queries. Or email enquiries@chocolatetradingco.com.
We have included all the necessary information under the relevant headings below to help you as much as possible when ordering your chocolate. Happy chocolate shopping!
• How To Order Chocolates Online
• Order Chocolates by Phone
• Order Chocolates by Post
• Delivery UK
• Delivery International
• Privacy/Security
• Terms & Conditions
There are a number of ways to place a chocolate order with Chocolate Trading Company©. Online, by phone, by post and by fax. Should you need any assistance with either please see below.
How To Order Chocolates Online
Ordering chocolate online with us couldn’t be simpler or safer, the steps below explain how the order process works and the relevant information you will need. As you will see below we accept most major credit cards via our secure server software (see Security/Privacy below for further information). Don’t forget if you register with us this process becomes even easier as your contact and address details will be automatically completed for you to save time. You will also receive our seasonal chocolate mail-order catalogue free of charge and occasional discount codes to utilise.
Step 1 – Searching for chocolates
You can search for chocolates in a variety of ways, by entering your search word, the drop down lists on the left hand side navigation bar, or by clicking onto one of the themed chocolate groups in the centre of the homepage window. These themed chocolate groups, however, only show a selection of the chocolates in our collection so please use the categories drop down list on the left hand side. You can choose the currency you wish to view all prices in by clicking on the relevant currency symbol at the top of the left hand navigation bar.
Step 2 – Using your basket
Once you have chosen a chocolate product simply choose the quantity (this is 1 by default) and click “add to basket” just below. You will then be taken to your shopping basket page.
You are shown a summary of all the chocolate products you have in your basket, with an individual and total price. If you need to view one of the chocolate products in the list again simply click the description. You can remove, change and delete chocolate items here. A print option is available should you wish to print this page if ordering your chocolate by phone or at a later time. If you have a “Discount Code” you can also enter that here, and clicking Apply Code. You will need to select a delivery country (IMPORTANT; UK Islands, Isles, Highlands and Ireland are listed separately from UK Mainland) and then delivery option such as Standard or Next Day. (Please see below for information on Delivery/Post Options)
Step 3 – Checkout
Once you are happy with the chocolate contents of your basket click “Proceed to Checkout”. You will now be asked to login if you haven’t already done so or quickly register if you are a new user. At this point all information is sent through a secure connection. This procedure requires an email address and password. You will be sent email confirmation of these details. We do not share any of your details with ANY third party.
Step 4 - Gift Card
Here you can add a Chocolate Trading Company© Gift Card for just £1.50 to accompany your chocolate gift delivery. Type in your own personal message (max 25 words), in the box provided, this will then be printed inside the Gift Card, placed inside an envelope and sent with your chocolate order. In some of our Chocolate Hampers a Gift Card is already included but you will still need to choose a card and enter your message. We reserve the right to reject or amend any message that we consider may be offensive to the recipient.
Step 5 – Credit card payment
We accept the following credit cards:
- Mastercard
- Visa
- Delta
- Switch
- Maestro
- Solo
- Electron
- JCB
- Amex
The name and billing address given must be the same as that registered with your card supplier.
Payment will be processed at the point of processing your chocolate order. Cheques will need 5 days to clear.
Your chocolate order will be confirmed by email along with your order number, please keep this safe in the unlikely event there is a problem with your chocolate order, as you will be asked for this number by an operator.
All currency prices are calculated in Sterling and are subject to fluctuation. The currency shown is only a guide and may vary on a daily basis.
Order Chocolates by Phone
You can place a chocolate order at Chocolate Trading Company© with an operator on 08700 508244 between the hours of 9.00am-5.30pm, Mon-Friday (excluding UK Bank Holidays). In the unlikely event all lines are busy, simply leave your name and contact number and we will phone back as soon as an operator becomes free. All calls are charged at your service provider’s rates. You will be asked the following information to process your chocolate order.
Name and billing address
Must be the same as registered with your card supplier.
Daytime contact number & email address if you have one
This is in case we need to contact you about your chocolate order.
Product codes for the chocolates you have chosen
You may find it useful to shop in the usual way by adding chocolates to your basket. Then instead of proceeding to checkout simply print your basket to use as your chocolate shopping list.
Credit card details
Must be the same as billing address given. You may of course select a different delivery address.
Would you like a Gift Card?
Some of our Chocolate hampers have a Gift Card already included in the price.
The message to be printed inside the Gift Card
Maximum 25 words (approx.).
Delivery address
We do not deliver to PO. Box numbers.
Some customers find it useful for chocolate gifts to be delivered to a place of work if the full and correct address is known. See Deliveries below for further information.
Order Chocolates by Post
To order chocolates by post you may want to print out the "Printable Order Form". Cheques will need 5 working days to clear. All chocolate orders by post with a cheque payment would add an additional 5 days to the standard delivery stated of 3-5 working days.
Please write your cheque card number on the reverse of your cheque and post to:
Chocolate Trading Company©
The Old School
Byron Street
Macclesfield
Cheshire
SK11 7QA
England
By Fax
Using the “Printable Order Form” as described above and fax to +44 01625 507390.
All chocolate orders must be received by 4pm GMT to be processed the same day.
Our guarantee to our customers
If your chocolate delivery arrives damaged you must advise us within 7 days and post them back to us within 30 days. We will send a replacement chocolate delivery within 7 working days or refund your money. This does not affect your statutory rights as a consumer.
Should you wish to return any chocolate item it would be most helpful if you could contact our Customer Services Department first. There are occasions when it may be unnecessary for you to be inconvenienced by sending a chocolate item back.
If for any reason a chocolate item you have ordered is out of stock we will contact you for your choice of replacement, the option to cancel the order or arrange a later chocolate delivery to include your original chosen chocolate item.
You may cancel your chocolate order up to and within 7 days of delivery (commencing the day after goods have been received by the customer) in accordance with the Distance Selling Directive (2000). A refund will be made, excluding postage, within 30 days of cancellation. We request all items are returned at the customers cost or collected by ourselves and the cost for this charged to the customer or deducted from the refund. Returned chocolates must be in good condition and un-opened and be returned to us using a recorded delivery.
You must be over 18
Please note that our website is available only to individuals that can form legally binding contracts under applicable law. If you do not qualify, please refrain from using this website.
All Chocolate Trading Company© products may contain nut traces.
Discount Codes
Should you be lucky enough to receive a Discount Code this must be included in the space provided in your shopping basket window, or if ordering chocolate by post/fax in the space provided. A mistyped or invalid gift code will not be recognised so please make sure you type in the correct gift code so we are able to identify this.
All information and images on this website are for your own personal, non-commercial use. You may not distribute, modify or in any way re-use any of the sites content without permission from Chocolate Trading Company
We do our best to ensure all information on this website is accurate and complete and accept no responsibility for errors made.
Any links placed on this website to any third parties are not under the control of Chocolate Trading Company©. We will therefore not be held responsible for their content, views or business practices.
We reserve the right to edit postings and terms used that we think may possibly be deemed offensive. By sending us your comments on this website you are agreeing to authorise Chocolate Trading Company© to print, edit and distribute this material.
We have two main options for chocolate deliveries; Standard 2-4 Working Day Delivery and Next Working Day Delivery by 1pm (Next Day Delivery is by 5.30pm to Islands, Isles, Highlands and Ireland which are listed separately from UK Mainland).
A specific date delivery or guaranteed delivery by 9am service can only be requested by telephone. Please note there is no postal service on UK Bank holidays and they are not considered working days.
UK deliveries are made by Royal Mail (Requiring a signature) and if no one is at the address to accept and sign for a delivery a calling card will be left with a telephone number for you to arrange a re-delivery or collection from your loacl Royal Mail sorting office.
Delivery Costs are per order/delivery address and not per product so you can order as much chocolates as you like for the one delivery cost.
Standard 2-4 Working Day Delivery UK
Delivered within 2-4 working days approximately from an order being received before 4pm on a working day. Please do not count the day of order, weekend or UK Bank holiday as delivery days. If you are requiring a delivery urgently or calculate a standard delivery may not arrive in time we advise you select the Next Working Day Delivery.
UK Mainland (was £3.95) - Now just £2.95 in our Summer Offer!
Northern Ireland (was £7.95) - Now just £2.95 in our Summer Offer!
UK Guernsey (was £9.95) - Now just £2.95 in our Summer Offer!
UK Jersey (was £9.95) - Now just £2.95 in our Summer Offer!
UK Highlands (was £7.95) - Now just £2.95 in our Summer Offer!
UK Isles of Scotland (was £7.95) - Now just £2.95 in our Summer Offer!
UK Isle of Man (was £7.95) - Now just £2.95 in our Summer Offer!
UK Isle of Wight (was £7.95) - Now just £2.95 in our Summer Offer!
UK Isles of Scilly (was £7.95) - Now just £5.95 in our Summer Offer!
Next Working Day (UK Mainland) £5.95
Guaranteed delivery the following working day by 1pm from a chocolate order being received before 4pm on a working day (orders under 2kg). Excluding UK Bank Holidays and Saturdays. Orders over 2kg will be delivered by DHL and by 5.30pm. You must choose the Saturday Guaranteed Delivery option for a Saturday delivery, information below.
Next Working Day (UK Highlands & Isles) £5.95
Guaranteed delivery the following working day by 5.30pm from a chocolate order being received before 4pm on a working day.
Next Working Day (Jersey & Guernsey) £7.95
Guaranteed delivery the following working day by 5.30pm from a chocolate order being received before 4pm on a working day.
NEW! Saturday Guaranteed Delivery JUST £5.95! (UK Mainland Only).
This delivery option is now available on our website and your order will be delivered on the first Saturday following your order. Orders must be received before 4pm on a Friday. Please telephone if you require a different Saturday delivery in the future.
NEW! Specified Date Delivery JUST £5.95! (UK Mainland Only).
This delivery option is now available on our website so you can choose to have your order delivered on the exact future date of your choice. UK Mainland only, Tuesday to Saturday, Excluding UK Bank holidays. Simply select this option in your shopping basket and use your order confirmation email to let us know the date. We will be waiting as your order will be safely flagged.
Chocolate orders received after 4pm on Friday will not be processed until the following Monday. All chocolate deliveries require a signature to secure their delivery and so we can provide full tracking and information on a deliveries status should you enquire.
All chocolate orders require a signature upon delivery to ensure their secure arrival. A chocolate delivery will usually occur between 8am -5.30pm for residential delivery addresses and 9am-5.30pm for business addresses. Monday to Saturday. If it is not possible to accept and sign for the delivery at the address then a calling card will be left at the address advising of an attempted delivery and include a telephone number for you to call to arrange a re-delivery or for collection at your local Royal Mail sorting office. Should an item be returned because of a failed collection we can not be held responsible. No refund is possible due to the unknown holding conditions & temperatures that may possibly affect the quality of the chocolate.
A lot of customers find it useful to have their chocolate order delivered to their work address.
We will deliver to the address as you enter it and cannot accept any liability for late or failed delivery if the address you provided is incorrect or incomplete. If you are not sure of the address you should check it. In the event that you select a business address, Chocolate Trading Company© shall be deemed to have successfully delivered to its intended recipient by delivering it to the reception area at the business address and receiving a signed receipt of delivery from a duly authorised representative at that address.
We regret that we are unable to accept chocolate orders for delivery to an address containing a PO Box number, or from persons placing a chocolate order whose own address contains a PO Box number.
Delivery timescales and costs vary for UK Mainland, Highlands, Islands and Isles, as listed above. It is important you select the correct UK region and available delivery option when making your order online. We have included all postcodes within the Highlands and Islands of Scotland below to assist with this particular UK region. If UK mainland is chosen incorrectly we will stop your order and contact you via email to correct to avoid a failed or late delivery.
Postcodes within the Highlands and Isles of Scotland DHL delivery zone
• Perth
FK18 - FK19, PH17 - PH19
• Inverness
IV1 - IV63, HS1 - HS8, KW1 - KW14, PH17 - PH19, PH20 - PH32, PH34 - PH44
• Glasgow
HS9, KA28, KW15 - KW17, PA20 - PA88, PH33, PH49 - PH50, ZE1-ZE3
• Kilmarnock
KA27
International delivery timescales vary depending on the country. Please use the following list below as a guide. The timescales shown are not the actual duration of shipping and in most cases allow one extra day for re-stocking if we need to. You will find delivery costs (under 3kg) next to each country on the countries drop down list in your shopping basket. Prices are based on orders under 3kg and you will be contacted if your order exceeds 3kg with a quote for additional cost based on wieght. Next day delivery is not available for deliveries outside the UK. Please see IMPORTANT information below.
Please note that all our International deliveries require a signature for delivery and are fully trackable should a delivery fail to arrive. We feel this secure method of posting is to everybody's benefit.
Example international delivery timescales and P&P costs (orders under 3kg):
(Complete listings and individual country P&P costs (under 3kg) will be shown within the drop down menu when selecting your delivery option within your basket page and subsequent billing and delivery address)
Western Europe Examples (Under 3kg); Approximately 2-4 working day delivery
Republic of Ireland (Eire) - £24.00
France - £22.00
Germany - £22.00
Spain - £23.99
Italy - £23.99
Rest of Europe Examples (Under 3kg); 5-7 days
Greece - £25.99
Cyprus - £25.99
Netherlands - £19.99
North America Examples (Under 3kg): 5-6 days
Canada - £25.00
Central South America Examples (Under 3kg): 4-5 days
USA - £28.00
Africa & Asia (Under 3kg); 7-10 days
Thailand - £32.00
Middle East (Under 3kg); 7-10 days
United Arab Emirates - £36.00
Far East & Australasia (Under 3kg): 7-10 days
Australia - £30.00
If you are unsure of the above, or simply need clarification on a specific delivery destination, please either call us on 08700 508244 between the hours of 9.00am-5.30pm, Mon-Friday (excluding UK Bank Holidays).
Or simply email enquiries@chocolatetradingco.com
It is possible that customs may impose additional import duties and charges to chocolate orders outside of the UK. This is unfortunately outside our control and as such you, the customer, will be responsible for any such charges. We reserve the right to refuse any international orders on the basis of a particular countries customs and prohibitions which do vary from time to time.
Customs stipulate that we must attach a copy invoice to all International Deliveries, delivered outside the UK, so that the contents and cost can be viewed without opening the delivery box.
We advise against chocolate deliveries to warmer countries and/or in summer months when temperatures are higher than that of the UK average summer (20 degrees centigrade). We have no control over temperatures during international chocolate deliveries and so we cannot accept responsibility or offer any guarantees. All customers are requested to check temperatures themselves and confirm by reply. We do not offer a refridgerated or cool box delivery as they still do not guarantee a consistent and exact temperature and we do not consider the excessive plastic packaging required for such shipments environmentally friendly.
Conditions for deliveries are that of UK deliveries above.
Your credit card information is encrypted which means that ONLY the receiver of the information (i.e. Chocolate Trading Co.) can read this information. To do this we use the industry standard Secure Socket Layer (SSL) 128 bit encryption technology (when in use you will see the padlock at the bottom of the browser) which is the recognised standard for secure transactions.
We have the BT Trustwise Secure Server certificate which ensures the strongest encryption currently available used by all reputable e-commerce stores.
Please note that general email correspondence is not encrypted and is, therefore, not considered a secure means of sending credit card details.
Should you have any queries relating to either privacy or security you can email us at enquiries@chocolatetradingco.com or telephone 08700 508244.
Your details are confidential and you will never receive unsolicited mail as a result of ordering from Chocolate Trading Company©. The only information we collect about you is as given when you register or order. This information is primarily requested to offer a full and efficient customer service but also is used to compile a database for mailing our catalogue and any special offers or promotions to our customers. It is our policy not to sell or pass any of this information to any other organisations. All information is collected lawfully and in accordance with the Data Protection Act 1998.
If you should have a complaint you can either email, phone or fax. We endeavor to respond to all complaints within 1 working day and resolve any such complaint within 5 working days. If for any reason we are unable to resolve a complaint within 5 working days we will inform you of this.
Cookies
Cookies are common pieces of information, stored on your hard drive by your web browser, that help us to monitor your preferences and enhance your chocolate shopping experience whilst you use our website. Most browsers are automatically set to accept cookies and you can refuse them if you choose, doing so however will effect the performance and functionality of the website. Cookies only identify computers not individuals and help us to provide the efficient Chocolate Trading Company© high level of customer service.
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Order Lines Open 9.00am-5.30pm Mon-Fri (excluding UK Bank Holidays). All deliveries require a signature.
Chocolate Trading Company The Old School Byron Street Macclesfield SK11 7QA England
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