Customer Service


Delivery


Payments


Your Order


Returns




Delivery


How long does delivery take?

We normally dispatch orders received before 11.30am for in stock items the same day. Orders are not despatched/delivered on Saturday, Sunday or any Public Holidays. We try and keep our stock levels as accurate as possible, but occasionally there may be times where there is a high demand for a particular item which may result in your order being delayed.


How much is delivery?

Cost of delivery includes packaging materials used and packing. Our Postage and Packaging charges for UK Mainland have been kept simple and to an absolute minimum. Delivery charges start from £5.40 for a 1-2 Business Day Service. Prices subject to VAT.


Can I track my item?

All Orders are sent via a Courier Service and can be tracked online. Once your order has been despatched you will be able to track your order by logging into your account, we will also send you a tracking link for your order.

You can also visit the Interlink Express help section once your order has been despatched to track, change delivery details, upgrade your delivery and a whole host of other options.


How do I know if my item has been dispatched?

All orders placed before 11.30am (GMT) will be shipped that day, dependant on payment and stock availability. You will receive a dispatch confirmation via email, sent to the email address on your online account.


Can I collect my item from your premises?

No, Sorry we are a mail order company and do not have permission to sell to members of the pubilc from the premises.


Can someone else sign for my delivery?

Our courier requires somebody at the delivery address to sign for the package, it does not have to be the addressee. The signature is electronically logged for security. Any signature at the address will be taken as proof of delivery by us.


Can I change the delivery address?

We provide the option to ship to a different address than the one at which your card is registered. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details contact us immediately and we can try to amend them. Orders placed over the telephone must be shipped to the billing address. If the order has already left our premises, then the delivery address cannot be changed.


Do you deliver to BFPO addresses?

No, unfortunately we cannot deliver to BFPO addresses.


Do you deliver to my country?

We deliver to most countries worldwide, your postage rate will be calculated at the checkout when you finish your order. Delivery times vary depend on location, feel free to contact us for additional information on International orders.

All International orders are sent via our International Courier - All parcels will require a signature on delivery.


Prices for Road service to Belgium, France, Netherlands, Germany and Luxembourg start from just *£11.95.


*Delivery times and prices will be displayed at checkout after you have selected you delivery country

IMPORTANT USA & CANADA UPDATE: We regret to inform our customers in the USA and Canada we will no longer be able to supply them, this is due to circumstances beyond our control. Recent changes in the US FDA import legislation means every food manufacturer in the World is required to register with the US FDA before any of their products will be accepted as imports. Unfortunately the majority of the manufacturers we use DO NOT supply to the USA and so have not registered. The authorities therefore will not accept shipments from these manufacturers from Chocolate Buttons. We will continue to monitor the situation and will reinstate deliveries to the USA and Canada when possible. We thank all our US and Canadian customers for their custom and support.

Duty & Taxes: Depending of the size and value of your order and your destination, YOUR Government may impose customs duties and taxes on your goods. Chocolate Buttons will not be liable for any tariffs imposed.


What if I'm not home when it's delivered?

Our delivery company will leave a calling card if they are unable to deliver your parcel, please follow the instructions on the calling card and contact your local depot to rearrange delivery/collection within 3 working days. If arrangements for delivery are not completed in 3 working days your parcel will be returned back to Chocolate Buttons; this will incur a returns fee of £15, restocking fee of 20% and a further delivery charge.




Payments


Is it safe to order online?

Security is probably one of the most significant concerns for both Chocolate Buttons and you, our customer during an online transaction. In reality an online transaction is probably more secure than a card transaction in a shop or conducted over the telephone or by fax, as the information transmitted online is highly encrypted using complicated logarithm combinations.



Shopping Cart Software

Our shopping cart software if provided by Magento e-commerce technology, we have many security features embedded as an assurance of order integrity.



Transaction Encryption

Your personal and purchase details are encapsulated by SagePay digital signatures and strong encryption to ensure that all sensitive information is protected throughout a transaction. SagePay platform uses SSL 3.0, RC4 with 128 bit encryption (High); RSA with 1024 bit exchange.

Payment System

Security is important when transaction data is flowing across the Internet, and when data is stored on computer systems. SagePay is Payment Card Industry (PCI) Security Standards accredited and takes care to ensure that transaction data is safe at all times.

We only use SagePay payment systems which offer a flexible and secure e-payment network based on the most advanced technology in the payments industry.



Data Storage

Data storage on SagePay systems, and the communication between SagePay and the worldwide banking networks, is regularly audited by the banking authorities to ensure a secure transaction environment.

For Information Chocolate Buttons DO NOT hold any card details on our servers.

 


Which credit cards do you accept?

We currently accept - Mastercard, VISA, Solo, Switch / Maestro, Visa Debit, Delta and Electron for payments online. 


Can I use a different payment method?


Yes, Payments via Cheque and Cash


A. Just select the payment option at the checkout,
B. Fill in all the relevant sections on the form.
C. Print off a copy of the order for your reference and then click the send button.
D. Make a note of the Order Reference and quote it with your payment.

Your order will be processed and email sent once payment has cleared. We recommend cash is sent by Registered Mail as we cannot take responsibility for missing/lost post.
Payments need to be sent to:

Chocolate Buttons Orders
Unit 650 Glenfield Business Park 2
Blakewater Road
Blackburn
BB1 5QH


Payments via BACS/CHAPS

Please contact us at info@chocolatebuttons.co.uk for details


When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.




Your Order


I'm new, how do I order?

At Chocolate Buttons we go to great lengths to ensure your shopping experience is as easy and secure as possible. You can use the drop down navigation across the top or the menu on the side to navigate through our sections. You can also filter our products by, colour, flavour, theme or brand.

If you want to add an item to your cart, click the 'BUY ITEM' buttons, then either of the 'YES' buttons on the pop-up.

Once you have finished shopping simply go to the checkout, you can either choose to register which will enable you to move through the checkout process faster, shop multiple delivery addresses, view and track your orders or checkout as a guest.

You can then choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.


How do I check if an item is in stock?

With some of our more popular items, due to the high rate of sales online there may be some discrepancies. We will try to inform you as soon as possible via email if a product is out of stock, however if you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email, or by phone on 0845 680 9786.


How do I know if my order was successful?

If your order is successful you will receive an automated email to confirm your order has been received, and is being processed. This means the payment was successful, however if an item is not in stock, or we see there may be a security issue with the payment, we will contact you as soon as possible to resolve the situation. If the product is in stock and there are no other problems, you will receive an email confirming your item(s) have been dispatched.


Can I change/cancel my order?

We are happy to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away if possible. If you have received your goods then we are happy to cancel or make changes in accordance with the UK Distance Selling Regulations, and our Returns Policy. More information on making a return can be found in this Customer Service Section.


Can I use my discount code more than once?

This depends on the type of code you have received; you will be made aware of this upon receipt of your code.


I forgot to use my discount code. Can I get the discount refunded?

This should never be a problem, simply give us a call on 0845 680 9786, and providing the code is valid we will refund you the variance.


Where is my order?

If an order has not arrived when you were expecting it, we recommend first checking your email account. Any updates in status will be passed on via email, as it is our primary mode of contact. If you have not received any email updates, contact the web team on 0845 680 9786 and we will follow up the progress of your delivery. This can take up to 24 hours but we will always be able to help, all our shipments are insured to the necessary value.


Do you gift wrap orders?

No, We do not offer a gift wrapping service, however check out our Gift Ideas page for some great sweet gifts.


You haven't replied to my query?

We try to respond to any queries as quickly as possible, however sometimes there may be delays. As a small independent company we occasionally receive multiple queries at peak times. In such instances we are still trying to provide all our customers the best possible service, but it may take more time. We ask for your patience, but we appreciate how frustrating it can be to have to wait for a response. If you email us again we will give you a call back to address any problems and update you on the progress of your enquiry.


You have sent me the wrong item.

If you have been sent the wrong item please follow the returns procedure and return it to us. We will send the correct item back out to you and reimburse any costs you may have incurred in sending the incorrect item back to us. If the item is out of stock for any reason, we will contact you to arrange an alternative.


Can you confirm you have received my return?

We will try to handle your return as quickly as possible, and you will be notified by email when the return has been processed. We recommend that to make a note of the shipping reference provided to you when you send the items back. This will allow you to track your parcel at every stage of delivery, including when we receive it. However, please feel free to call us on 0845 680 9786 and check if we have received your return.


Part of my order is missing?

An item could be missing from your order for several reasons, more often than not because one item was out of stock. In this case you will have received and email stating this and/or your invoice will be marked as being part complete, and you will have been refunded for the item that was not in stock. If this is not the case, please give us a call and we will do all we can to help.




Returns


What is your returns policy?

Our returns policy means that if you are not fully happy with the goods you have received, you can return them to us within 7 days of receipt, providing they are in original resellable condition. Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging.

If for any reason you are not completely satisfied with the quality of our products please contact us at info@chocolatebuttons.co.uk with details of the problem. We will issue a returns number and address. Items ordered in error will be subject to a 20% restocking charge.

We cannot accept returns that have been tampered with, or opened or any product that is custom made or specially ordered in. This does not affect and is in addition to your statutory rights as a consumer.

Please ensure items are well packaged, as not to be damaged in the post. Please make sure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in the return transit.


How long does it take to process returns?

We aim to process any returns within 3 working days of receiving them.


How long will it be before I get a refund?

As long as the returned items meet our refunds criteria, your refund will normally be with you 24-48 hours after your return is processed, depending on your card issuer.


How long will it be before I get an exchange?

After your return has been processed, as long as we have the exchange items on stock you should receive them within 3 working days.


Who pays for return postage?

You are responsible for the cost of returning an item to us. If you are returning an item for a refund we will refund you MINUS our original delivery cost and will not reimburse the cost of you returning the item to us. If you are returning an item for an exchange we will cover costs for sending the replacement item to you.


Can you confirm you have received my return?

We will try to handle your return as quickly as possible, and you will be notified by email when the return has been processed. We recommend that to make a note of the shipping reference provided to you when you send the items back. This will allow you to track your parcel at every stage of delivery, including when we receive it. However, please feel free to call us on 0845 680 9786 and check if we have received your return.


Why have you not refunded the delivery charge?

Unfortunately we cannot return the original Postage & Packaging charges paid by you if you require a refund, so all refunds are MINUS this amount.