Terms of sale

About us

This website is run by North Coast Chocolate Company Limited, a company registered in Scotland (company number SC890162). Our registered office is 5 Sir Georges Street, Thurso, KW14 7AW.

You can contact us at info@northcoastchocolatecompany.co.uk.

These terms apply to orders placed through this website. Wedding favours, corporate gifts and wholesale orders are agreed with you separately.

Your order

When you check out and pay, we’ll email you an order confirmation. Our contract with you starts when we send that email.

If we can’t fulfil your order, for example because something has sold out or a price was shown incorrectly, we’ll let you know and refund you in full.

Prices and payment

Prices are in pounds sterling. The postage cost is shown in your basket and at checkout before you pay. Payment is taken when you place your order, through our payment provider, Stripe. We never see or store your full card details.

Delivery

We post from Scotland to the places listed in the basket. You’ll see our delivery options and their prices at checkout, before you pay. Delivery times shown at checkout are estimates. We’ll email you when your order is on its way, with its tracking details.

Please choose the delivery region that matches your address. If it doesn’t, we’ll get in touch before posting your order.

Please check your address carefully. If a parcel comes back to us because the address was wrong or the parcel wasn’t collected, we’ll contact you to arrange sending it again, which may mean paying postage again.

Orders outside the UK: you’re responsible for any import duties, taxes or customs charges in your country, and for checking that the chocolates can be imported there. Customs checks can cause delays that are outside our control.

Changing your mind

If you’d like to cancel before we’ve posted your order, email us and we’ll cancel it and refund you in full.

Once your order has been posted, we can’t accept returns because you’ve changed your mind. Our chocolates are perishable, and food can’t be resold once it has left us. This is allowed under the Consumer Contracts Regulations.

If something arrives damaged or isn’t right

We pack every order with care, but if your chocolates arrive damaged or there’s a problem with them, please email us with photos of the chocolates and the packaging. Please try to let us know within 48 hours of delivery, so we can put it right quickly. We’ll send a replacement or refund you, and we may ask you to send the damaged product back.

Refunds go back to the card you paid with, within 14 days of us agreeing the refund.

None of this affects your legal rights under the Consumer Rights Act 2015.

About our chocolates

Allergens: each product page and every label lists the allergens in that product. Please read them before eating. If you have a severe allergy, please get in touch before ordering.

Looks: every chocolate is decorated by hand in small batches, so yours may look slightly different from the photos.

Storage and shelf life: every package has a best-before date. Please store your chocolates somewhere cool and dark, between 14 and 18°C, and not in the fridge. Chocolate can soften in warm weather, so please bring your parcel inside as soon as it arrives. You’ll find more on our FAQs page.

Our responsibility to you

If we break these terms, we’re responsible for loss or damage you suffer that is a foreseeable result of that. We’re not responsible for loss that wasn’t foreseeable, or for any business losses.

Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn’t allow us to limit.

We’re not responsible for delays caused by things outside our control, such as severe weather or postal disruption. If that happens, we’ll let you know and do what we can to get your order to you.

The law

These terms are governed by Scots law. You can bring a claim in the Scottish courts. If you live elsewhere in the UK, you can bring a claim in the courts where you live.

We may update these terms from time to time. The terms that apply to your order are the ones on this page when you placed it.