Returns & Complaints Procedure

Chocolate Box

Returns

At Chocolate Box Siocled we hope you will be 100% happy with all our products and services. However in the unlikely event that something is not right, we would like to make it better for you.

Should you wish to return anything bought from us we will be happy to refund or exchange a product following the Sale of Goods Act 1979 and the Consumer Contacts Regulations 2013.

Damaged Goods

Should you receive your goods damaged, we will replace them for you. We kindly ask that you contact us within 24 hours of receiving the order, and send a photo of the damaged items to post@chocolateboxsiocled.co.uk, along with a copy of your receipt. Please see section below on returning goods.

Cancellation of product

If you are not completely satisfied with the products purchased from us, we would ask you to contact us to proceed with the returns process. We will ask for a copy of your receipt, and that all products are returned within its original packaging. These items need to be returned within 14 days of receiving the goods. If no receipt is available to us, it is at our discretion if an exchange can be made.

Returning Goods

Goods should be returned in the original packaging. In the event that the item was damaged or incorrect we will pay for the postage for return. In any other circumstances the postage is to be covered by the purchaser. Products must be returned within 14 days of receiving the goods. Once goods have been received in the above condition, we will reimburse the funds back to you in the method they were originally paid.

Please post goods to:

Chocolate Box Siocled

No 1 Dale Street

Menai Bridge

Anglesey

LL59 5AL

Exclusions

There are some products that are non-returnable and do not qualify for a refund or exchange, these include:

Bespoke items; items specially made for you or personalised to your needs . Perishable items are non-refundable or exchangeable.

Complaints Procedure for online shop goods

We always aim to provide a high standard in all our services and products.

If you are unhappy with any of our services or goods, it is important that you let us know.

Making a complaint

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide.

If your complaint is in relation to a product you purchased from us, we will need the product returned, in order for us to investigate. Failure to return the product back to us, may result in us not being able to resolve your complaint.

Due to the nature of our products, we need them returned to us in a timely manner, before the life of the product is met. Failure to meet these timescales, may result in an inconclusive investigation and resolution of the complaint.

How to make a complaint

You can complain by the following methods:

• in person • by telephone (01248 712778) • through a member of our staff • by letter (no 1 Dale Street, Menai Bridge, Anglesey, LL59 5AL) • by email (post@chocolateboxsiocled.co.uk)

Time limits

Once we have all the information required to look into your complaint, we will investigate the matter and get back to you in due course. The timescale this takes depends on the nature of the complaint and who we need to talk to, we aim to have complaints resolved within 7 working days and will keep you updated during this time.

Complaints Procedure for celebration cakes

Corrections and repairs to cakes, including inscription mistakes, can be corrected on the same day in most cases. You are required to give us the opportunity and must let us know of the problem within one (1) hour of accepting your cake. Complaints are extremely rare and therefore we take them very seriously. Some complaints may require further investigation and an immediate refund may not always be possible. In the unlikely event of a complaint, full or part cakes must be returned within three (3) days to ensure we are able to fairly assess the nature of the complaint. The maximum refund we offer is the value of the cake. Further compensation is not available.

Chocolate Box Siocled

Contact Us

We’re open Tuesday – Friday 10am – 4.30pm, and Saturday 10am - 4pm

No. 1 Dale Street, Menai Bridge, Anglesey, LL59 5AL

01248 712 778

post@chocolateboxsiocled.co.uk

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