Shipping & Returns Policy
Enjoy Raw Chocolate Limited
PLEASE NOTE: Royal Mail Industrial Action
Please note that although Royal Mail’s recommended last date for 1st class post is the 16th this is not guaranteed.
Due to the number of strike days in December (including the 23rd and 24th) and the backlog of mail items in their delivery system, we recommend you opt for next day delivery with a courier if you want your order before Christmas.
Royal Mail Strike updates | Royal Mail Group Ltd
Shipping and Returns Policy
We aim to process orders and get them ready for dispatch, within 1-3 working days. If an item is out of stock and we are unable to meet our service standard we will get in touch via phone or email to let you know.
We ship with Royal Mail using their 24 hour (delivery within 1-2 working days) and 48 hour (3-5 working days) business services. We are able to track this service, in so much as we can tell when a delivery has been attempted; however, we are not able to track your parcel’s progress beyond that. If you are concerned that your order has been delayed or lost, please let us know but allow at least 6 working days (not weekends) from the dispatch date before doing so.
If you pay for next day delivery, your order will be dispatched using APC and we will send you tracking information.
Our policy lasts 30 days. If 30 days have gone by since your purchase from our website, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
- Any product that has been opened
- Any item not in its original condition i.e. damaged for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Shipping of Returned Goods
To return your product(s), you should mail it to: Enjoy Raw Chocolate, Unit 106, The Commercial Centre, Picket Piece, Picket Piece, Andover, SP11 6RU
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If your refund seems slow to appear:
- Contact your credit card company/ bank, as it may take some time before your refund is officially posted
- If you’ve done this and you still have not received your refund, please contact us at firstname.lastname@example.org
Sale items (if applicable)
Only regular priced items may be refunded in full, and sale items will be refunded at the sale price.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: Enjoy Raw Chocolate, Unit 106, The Commercial Centre, Picket Piece, Picket Piece, Andover, SP11 6RU.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be e-mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.