Returns

What is your Returns Policy?

We strive to deliver the delicious chocolates you have bought from us to you in perfect condition and on time. If, however, your chocolates are damaged or not as described, we're more than happy to offer a refund or replacement in accordance with the following paragraphs.

We want you to be delighted with your purchase but if you are not you can return any item (except personalised items) within 14 days of receipt as long as it is unused and in its original packaging.

We will be happy to exchange the item for a replacement or to make a refund which will go onto your payment card or refunded to your Paypal account, whichever was used when you made your purchase. We are not able to refund any postage charges but we will send any exchange items free of postage charges.

Personalised items

Unfortunately, damage is the only situation where we can offer a refund or replacement for personalised items. For these items, you do not otherwise have a right to cancel your order or any contract between us and we are not otherwise able to offer refunds or allow for a return of those items, in accordance with the Consumer Contract Regulations 2013.

How do I return something?

Please contact us within 14 days of receipt using the email address: info@mochachocolateshop.co.uk and include details of the item, we would appreciate the reason for return and whether you require a refund or exchange. Please include a daytime telephone number of email address in case we need to contact you

Make sure your items are securely wrapped and send your return to: Mocha, 1 Trinity Church Square, Richmond, North Yorkshire, DL10 4HY. Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as items lost in transit will not be treated as returned.

What if the item is faulty?

All items are carefully checked before posting, but If you have identified a fault within 14 days of purchase, then you can return the item under our normal return procedure for exchange or refund. Make sure you let us know about the fault so we can make sure other items are not affected. We will ensure you are reimbursed for standard return postage on the item.

How do I arrange an exchange?

If the product you require is still available we will exchange it for you. If the new item you require costs less than the one you have returned we will refund you the difference. If it costs more than the one you have returned we will need to take an additional payment from you before we can send you the item. Please make sure you give us a daytime telephone number or your email address so we can contact you.

How long will it take to deal with my return?

Once your parcel has been received it can take up to 7 working days to fulfil your request. Returns are dealt with in the order in which they are received so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.

When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.

If, after sending your return to us, you have not received our email confirmation within 10 working days, please contact us on info@mochachocolateshop.co.uk so we can investigate.