Pre-orders

Why place a pre-order?
In order to guarantee that you receive the chocolates you want at busy periods like Christmas we recommend ordering well in advance. This means we can ensure that your selection will be available and we can make sure it has a shelf life that will last throughout the festive period. It also means some of your presents are sorted out, which you know is better than leaving them until Christmas Eve!
When will pre-orders be delivered?

We always send chocolates by Royal Mail First Class post, which means they will usually arrive the next day.  In order to make sure your chocolates arrive on time we mail them an extra day in advance. For example if Easter Friday is on the 10th April, we want to make sure your chocolates arrive by the 9th April, so pre-orders will be sent on the 7th April.

At extra busy posting times we will post two days in advance. For example if the Royal mail last posting date for Christmas is the 20th December we will post on the 18th December.

Note that at present, we are sending orders 4-5 days in advance of any pre-order dates due to the impact of Corona.

Shelf life for all pre-orders will be at least 3 weeks.

If you need your pre-orders sent a little earlier, for example if you are going away, please mention this in the Notes when you order.

How do I place a pre-order?

Just complete your shop as usual, but when checking out set the “Deliver my chocolates” field to the appropriate event rather than “As soon as possible”.

If you want to pre-order for a custom date, just mention it in the Order Notes.

Can I pre-order for other dates?

We will provide an option on checkout for pre-ordering ahead of major events in the chocolate calendar like Christmas and Easter. If you want to order in advance for any other occasion just mention it in the Order Notes when you place your order, or contact us by email or on FaceBook messenger and we will be happy to help.

Payments

What forms of payment do you accept?

We accept payment by credit card, debit card or Paypal.

We can also accept payment by BACS transfer. Please contact us by email on [email protected] if you wish to arrange this. We may need to add a small admin fee for BACS payments.

Are payments secure?

Card and Paypal payments are processed by our payment merchants (Square, Stripe or Paypal) to ensure your order is processed securely. We do not store your credit card details.

Deliveries

How much is delivery?

Postage is charged at £3.60. If your order is over £25 postage is free.

At present we are also offering free delivery locally, which is postcodes TN33 – TN40.

When do you ship orders?

At the moment, due to Corona, we are delivering orders twice a week. The exact days will very based on what orders come in.

If orders arrive before 10am Monday to Thursday we will attempt to dispatch them on the same day. However at busy times it may take up to 48 hours to dispatch your order. Orders received on Friday will not be sent until Monday in order to minimise the amount of time your chocolates spend inside the postal system.

We may need to prepare stock in order to fulfill your order. If this is necessary we will contact you to let you know when your order will dispatch.

If the weather is particularly warm we may need to delay your order to prevent chocolates melting in transit. If this happens we will contact you to let you know when your order is likely to dispatched.

Where do you deliver?

At the moment we offer delivery to the UK only.

Who do you use for deliveries?

Normally we use Royal Mail First Class Post for delivery but we may sometimes need to use an alternative courier. This will not change the price to you.

Products

Are your products vegetarian or vegan?

All our products are vegetarian.

Some of our products are vegan friendly, these are clearly indicated on the website and packaging. Where products are flagged as vegan friendly they contain no dairy or animal products. However they are produced in the same kitchens as our non-vegan products so we can’t guarantee that there aren’t traces of dairy in them.

Can I customise the contents of a selection box?

You can customise the contents of your chocolate boxes by choosing a Custom Selection from the shop.

Note that if you have a subscription you can notify us about dietary requirements or preferences and we will tailor the boxes to your needs.

Can I order custom flavours or designs?

We can offer customised flavours or designs for events or corporate orders. We can also customise packaging. Please contact us on [email protected] or message us on Facebook at www.facebook.com/coastalcocoa.co.uk to discuss your requirements.

Do your chocolates contain alcohol?

All our products are alcohol free.

How can I find out about allergens?

Allergens are clearly indicated on our website and on our packaging.

While we make every effort to keep ingredients separate other recipes are prepared in the same kitchen so there may be traces of nuts, milk, cereals, sesame, eggs, peanuts, celery, mustard in any of our products.

 

How long will my chocolates last?

All of our chocolate boxes have a best before date on them. This will generally be 2-3 weeks from when the box is sent out. This applies if you keep your chocolates at room temperature.

You can also keep your chocolates in the fridge. In this case they will last for a couple of months longer. However we recommend bringing the chocolates to room temperature before enjoying them.

Is your packaging recyclable?

Our packaging is all recyclable.  To minimise the impact on the environment we have designed our boxes to encourage you to re-use them for another purpose rather than recycling them.

Some of my chocolates seem bigger or smaller than others?

Our products are all handmade. This means there will be a small amount of variance in size and appearance between pieces. There may also be small flavour differences between batches.

Subscriptions

Can I delay a subscription delivery?

If you wish to delay a delivery, for example if you are on holiday, please contact us at [email protected] or messaging us on Facebook at www.facebook.com/coastalcocoa.co.uk.

Can I subscribe and receive chocolates regularly?

Subscriptions are available from our shop. You can request 6, 12 or 24 chocolates. These can be delivered monthly or every 2 months. This is the cheapest way to enjoy Coastal Cocoa chocolates.

How do I cancel my subscription?

If you wish to cancel your subscription this can be done through our website or by emailing us at [email protected] or messaging us on Facebook at www.facebook.com/coastalcocoa.co.uk.

How do subscriptions work?

If you sign up to a subscription each delivery will be charged and treated as a standard order that occurs on a recurring basis.

Delivery charges will be added to each recurring order.

What chocolates will be in my subscription?

The chocolates included in subscriptions will be at our discretion. The selection of chocolates will vary from month to month, and may include chocolates not available in our usual range.

If you have special dietary requirements, please let us know when you place your subscription and we will make sure your selection adheres to it. This may mean you get less variety in your selections.

Order Amendments

Can I modify my order?

If you wish to change an order please contact us as soon as possible on 01424 563046. We will endeavour to amend your order before it is dispatched, but we can’t guarantee this.

Do you always have all chocolates in stock?

In rare circumstances we may not be able to supply a particular product, or we may need to vary an item in a selection. If this happens we reserve the right to replace an item with a similar product, taking into account allergies etc. If we need to replace an item with a product that is not similar we will contact you by email to confirm this is OK first.

Returns

What is your policy on returns?

Your rights to return orders are covered by the EU Distance Selling Directive. If you are not satisfied with your order you can cancel it or request a refund by contacting us by email within 7 working days of receiving your order. As long as your order is returned in its original packaging and has not been consumed more than is necessary to check the quality, we will refund the full purchase price of the product.

Any other questions? Contact us on [email protected] or message us on Facebook and we will get back to you as quickly as possible.