Refund policy

Returns & Refunds

Can I get a refund for a lost item?

The vast majority of our customers receive their items within a couple of days with absolutely no problems. In the unlikely situation where your item has not arrived in the expected timescales, please get in touch so we can look in to this for you.

We will only be able to help you if you contact us within 30 days from the date you placed payment for your order so please do make sure you contact us within this time frame if you would like our assistance.

Before you contact us, we advise that you consider the following:

Courier companies do not consider a parcel ‘to be lost' in transit until 15 working days have passed after the dispatch date so if you have not received your item within a few days, we ask customers to kindly check for any missed collection cards that may have been left by the courier.
We also often find that some postal services forget to leave collection cards altogether, so customers are not aware that a delivery attempt has been made. In this case, we advise that customers contact their local Postal Office to check for any items being held for collection.
We also find some postmen are leaving parcels on people's property without any notification. Therefore, we ask that you check around your property e.g. recycling bins, side of the house, other places under cover, etc. just to make sure.

If you have taken into consideration the above recommended steps and still not have received your item after 15 working days have passed since dispatch, please feel free to contact us via hello@beforechocolate.com and we will get back to you as soon as possible about your refund.

**Please note that items not delivered as the result of an incorrect address having been input by the customer at the time of placing their order, will not be the responsibility of Before Chocolate and you will not be entitled to a refund if your order does not make it to you.

Items being returned to us as a result of the customer not being at the address to accept the delivery will require the customer to pay for the re –postage if you require your order to be reshipped again.

I have received a defective item, how can I get a refund?

If you believe that you have received your item(s) in an imperfect or faulty state, we are very sorry and would like to rectify this for you.

To make a claim for a refund of a defective item please follow these steps:

Notify us about the defective item within 30 days from the date you placed payment for your order in writing, to hello@beforechocolate.co.uk You must provide the following information in your email otherwise we cannot process your claim:

Order Number
As much detail as possible describing what defect has been found.
Product Batch Number and Best Before Date
(found on the bottom of the “back” label of the pouch).
Photographic evidence to support your claim of the defect found.
Confirmation that the pouch was received sealed and untampered with. Once we have received these details and reviewed your case, we will then notify you of what next steps are to be taken by responding to your email. A refund will be issued to you if you have provided us with all of the required information needed to support your claim!

How can I return my item?

If you wish to return your Before Chocolate item/s because you have changed your mind or for any other reason than a defective item you can return your product for either a different product or a refund. We cannot refund the original postage you have paid if you are returning your order due to changing your mind. We use a fulfilment company to process all of our orders who charge an admin fee of £5 for processing your return, this will be deducted from your refund.

*Please note that Returned items must be in the original packaging and unopened with no visible signs of use.

*Unfortunately, we cannot accept returns on sale items or gift cards.

To return your goods please follow these steps:

No later than 14 days of having received your item(s), please inform us in writing about your return at hello@beforechocolate.co.uk quoting your order number.
We will then advise you of all the details you will need of how to return your item(s).
After this written approval from us at Before Chocolate, you have 14 days to return the items back to us. Returns received after this period unfortunately cannot be processed.
You will be responsible for the cost of returning the item to us and we will only offer a refund as long as the item is sent back in a sellable condition (as explained above).
We suggest you use a tracked method of delivery and package your item well, as you will be responsible for your item until it is delivered to us. We are not responsible for your item getting lost in the post.

OTHER USEFUL INFORMATION

If you are returning your item because it is defective and faulty you must inform us in writing at hello@beforechocolate.co.uk within 30 days of the item being dispatched to you. We will then advise you how best to return your item to us.