SHIPPING & RETURNS POLICY
1. Delivery Options (UK & Islands)
We deliver to all addresses within the UK, including Northern Ireland, the Channel Islands, and the Isle of Man.
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2. Dispatch Schedule
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Order Cut-off: Orders placed by 9pm on a working day (Monday–Friday) are typically dispatched the following working day.
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Processing: Orders placed over the weekend or on Bank Holidays will be processed on the next available working day.
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Tracking: While we aim for the "typical" windows stated above, these are estimates provided by our carriers (Royal Mail/FedEx).
3. Perishable Goods Disclaimer
As our chocolates, cakes, and pastries are perishable food items, they are exempt from the standard 14-day "cooling-off" period under the Consumer Contracts Regulations 2013.
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No Change of Mind Returns: We cannot accept returns or offer refunds if you change your mind once an order has been dispatched.
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Accuracy: Please double-check your delivery address. Heppells Chocolatier Patissier cannot be held responsible for failed deliveries due to incorrect or incomplete address information provided at checkout.
4. Damaged or Faulty Items
Your satisfaction is our priority. If your order arrives damaged or is not as described:
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Notify us within 24 hours of receipt at [Insert Email Address].
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Please provide your order number and photographic evidence of the damage/fault.
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We will arrange for a replacement or a refund in accordance with your statutory rights under the Consumer Rights Act 2015.
5. Failed Delivery & Warm Weather
During periods of extreme heat, we may briefly delay dispatch to ensure your chocolates do not melt in transit. We will notify you if your order is affected. If a delivery is missed and the package is held at a local depot, it is the customer's responsibility to collect it promptly to ensure the freshness of the product.
