Terms and conditions
1. Security & Privacy
We respect your privacy and aim to follow best practice in data security. There are three ways we gather or store information about our customers:
1.2 Order and payment details
When you order from us, our online store records the delivery address, and your payment details and billing address. When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, you give implied consent to our collecting that information and using it for that specific reason only.
To protect your personal information, we take reasonable precautions and follow Information Commissioner Office guidance on data security for small businesses to make sure it is not lost, misused, inappropriately accessed, disclosed, altered or destroyed. We would only disclose your personal information if you violate our Terms and Conditions, and/or we are required to do so by law, for example in the event of a fraudulent transaction or fraud investigation by the police.
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our chocolate to you. Your data is stored through Shopify’s data storage, databases and the general Shopify application, on a secure server behind a firewall. Because we use Shopify, your order and payment information is held on US servers.
Your purchase transaction data is only stored as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with an AES-256 encryption. Although no method of transmission over the internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards. Shopify’s payment processes adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint initiative of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information.
In its own Terms of Service, Shopify guarantees that it will never use customer details for marketing purposes, nor share any information with third parties, other than the credit card or other payment provider that is making your payment. For more information, you can read Shopify’s Terms of Service https://www.shopify.com/legal/terms or Privacy Statement https://www.shopify.com/legal/privacy.
1.3 Registering your information
We invite all our customers to register with us in the following circumstances:
- You can create an account as part of the checkout process, this will speed up your checkout for future orders;
- You can register your contact details with us, so we can send you occasional information about new products, special offers or money-off vouchers. We promise we won’t pester you with endless marketing information – we’ll be far too busy making beautiful chocolates!
By registering, you are opting in and explicitly giving your consent to us using your information, but only for these purposes and we guarantee that we will never share your details with a third party, except in the unlikely event of us being required to disclose by law for example as part of a police investigation. Information will never be shared for marketing purposes.
You may withdraw your consent by deleting your account or unsubscribing at any time. If you would like to access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information, please contact us.
When you place an order for a gift for someone else, you have the option to include a handwritten gift message with your chocolates. We reserve the right not to include, or to edit any message that we consider may cause offence to the recipient. There is no requirement to include a message with your gift.
We accept the following credit/debit cards:
- American Express.
Payment will be processed at the time of order. The name and billing address given must be the same as the registered name and address of the cardholder. Failure to supply correct details may result in your order being delayed until you supply the correct details.
4. Multiple orders?
No problem! If you require several orders to be sent to different addresses please contact us and we will arrange this for you.
5. Delivery Information
We dispatch orders Monday to Friday: any orders placed after midday on Friday or over the weekend will not be processed until the following Monday as we’re likely to be out at events.
We want to make sure your chocolates arrive safely so they will be delivered in their hand-packaged presentation box and ribbon, protected by an outer posting box.
Posting boxes for 6, 12 or 18 chocolates are designed to fit most letterboxes, but may not fit the letterbox in modern doors. If you'll be out when they arrive, or there are any other delivery instruction that will help our courier deliver your chocolates safely, please leave us a note on the Your basket page.
5.1 Standard delivery
If you select standard delivery, you’ll normally receive your order within 3 working days although deliveries to remote addresses may take longer. See Delivery and returns for the current price of our standard delivery charge to anywhere in the UK.
5.2 Sending a present?
You can specify a particular date for delivery so your gift arrives on the special day. See Delivery and returns for the current price for this service. Select the delivery date on the Your basket page – if it’s the following day, you must place your order by midday.
Please note, we’d recommend you don’t order for a Monday delivery during the summer, as your chocolates may be held in a warehouse without temperature control over the weekend.
If you’re buying your chocolates as a gift, don’t forget to add a note when you select your purchase. Write a short message including the name of the recipient in the box and we’ll include a handwritten gift tag free of charge.
5.3 Need it sooner?
If you need your chocolates more quickly, please select Next day delivery on the Delivery method page. You must place your order by midday if you need your chocolates for guaranteed next day delivery. See Delivery and returns for the current price for this service.
Because we are a small artisan producer and chocolate has a limited shelf-life, we don’t hold stock for long periods. This may mean we sometimes run a bit low on a particular product, in which case, if this would delay your order, we’ll let you know and suggest alternatives. If you can’t wait and we can’t offer you an acceptable alternative, we’ll give you a full refund.
5.4 Outside the UK?
At the moment we can only normally deliver within the UK. If your delivery address is not in the UK, please contact us through the Contact us page and we’ll see what we can do and we’ll try to get you the best price we can.
5.5 Failed deliveries
If your delivery can’t be made, for example if no-one’s in and you’ve not designated a safe place or neighbour, the delivery driver will normally leave a card to arrange re-delivery or collection. If the recipient does not contact the carrier to arrange collection or re-delivery, the parcel will be returned to us. We will contact you, and try to arrange re-delivery, but will have to make a re-delivery charge unless the failed delivery was our fault, for example if we got the address wrong. As we wouldn’t be able to re-sell the chocolates we wouldn’t be able to offer a refund unless it was our mistake.
6. Returns and refunds
At Choqa, we want everyone who buys or receives our chocolates to enjoy the experience. If for some reason you don’t, please tell us so we can put things right. If there is something wrong with your order or it is damaged please contact us as soon as possible. We will ask you to return the goods and packaging to us for a full refund – we’ll also refund you the cost of returning it to us. We recommend you use a recorded delivery service to return damaged goods, as we cannot refund the postage costs for any items that are lost or damaged in transit. We can only issue a refund for unsatisfactory products and postage once we have received the goods.
You may cancel your order at any time up until midday on the requested day of dispatch. If you wish to cancel your order please contact us or phone on 01827 894339 as soon as possible.
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