Customer Service

• Shipping & Delivery
• Return, refund and replacement
• Privacy & Security
• For all other queries, please contact our internet fairies

Shipping & Delivery

All our delivery services in the UK are handled by UPS and are sent using their standard service. This service takes 1-2 working days depending on the destination but if your delivery address is a remote part of the UK such as the Highlands & Islands, including the Channel Islands, please add an extra day to our service. For all orders placed before 12pm, we will do our best to dispatch the same day if stock of products permits. All deliveries require a signature on delivery. Should your order be extremly urgent, please let us know by calling 0845 270 6996 or 01233505170  Opt 1.

If you are not present to receive the delivery, a card should be left to advise you to arrange redelivery or pick up at the local depot.

Deliveries outside the UK, including the USA, are also sent by UPS. Transit times will vary by service and country and the table below summarises typical transit times. Please call us if you require more specific information. Transit times could also be longer for countries with complex import procedures.

*Typical transit time only, can vary depending on stock and weather conditions

Refund & Replacement

At Artisan du Chocolat, we are in the business of making customers happy with beautifully crafted chocolates. From Gerard's humble beginnings a decade ago, we have always relied on word of mouth. So what you think about our products and our services matters. If you’ve sent or received artisan products with which you aren’t entirely happy, we need to hear about it and we will strive to put it right, refunding or replacing as appropriate. Please note that we can not accept returns on perishable items. It would help if you contact us as soon as possible, within the shelf life of the item, quoting your order number.                                                                                                   

Please call 0845 270 6996 or 01233505170 Opt 1 or email web@artisanduchocolat.com

Tasting events can be cancelled or moved to a new date up to 48 hours before the event.

Heat damage

We can not completely control the temperature of our products whilst they are traveling so it is at your own risk to have our chocolates shipped in hot weather. However if you are ordering chocolates to be sent to a particularly hot climate, i.e. The Middle East or Africa, please contact us as we can arrange for deliveries to be made in chilled packaging.

Loss of goods

If your chocolates have not arrived, you may need to check if a card has been left in your post and rearrange delivery with UPS or the courier or alternatively pick them up from the local depot. You may also want to check with neighbours and work collegues in case someone signed on your behalf. We are happy to write specific instructions on your parcel (such as leave in black box, behind tree at back of garden etc) but we can not be sure that the delivery person will follow the instructions. If you think you parcel has been lost, please contact us immediately quoting your order number so we can track it and sort it out for you.

Privacy & Security

Artisan du Chocolat is committed to ensuring that your privacy is protected and that we fully comply at all times with the relevant data protection regulations. Below explains how we use your information, how you can instruct us if you prefer to limit the use of that information and procedures we have in place to safeguard your privacy.

Your information

When you order or enquire about our products we need to know your name, postal address, e-mail address, telephone number, and, if ordering, your credit card number and expiry date. If you have ordered products for a third party we will need to know their postal address.

We gather this information to allow us to process your registration and process any orders you may make. The relevant information is then used by us, our agents and sub-contractors to organise delivery, provide you with statements of your account and to communicate with you on any matter relating to the conduct of your account and the provision of our service.

We may also use aggregate information and statistics for the purposes of monitoring website usage in order to help us develop the website and our services and may provide such aggregate information to third parties. These statistics will not include information that can be used to identify any individual.

We may also wish to provide you with information about special features of our website or any other service or products we think may be of interest to you. If you would rather not receive this information, please email web@artisanduchocolat.com or call us on 0845 270 6996 or 01233505170 Opt 1  You can also write to us at Customer Service/Internet Fairies, Artisan du chocolat, the Long Barrow, Orbital Park, Ashford Kent TN240GP.

Cookies

A cookie is an alphanumeric identifier which we transfer to your hard drive through your web browser when you visit our website. It enables our own system to recognise you when you visit our website again and improve our service to you. Cookies may also be used to compile aggregate information about areas of our website that are visited most frequently. This traffic information can be used to enhance the content of our website and make your use of it easier. If you wish to reject our cookie, you can configure your browser to do so.

Data protection 

Security is a major issue for anyone purchasing on the internet. Artisan du Chocolat only uses secure encrypted transations. We also have internal procedures in place to keep your information confidential.

Your consent

By submitting your information you consent to the use of that information as set out in this policy. If we change our privacy policy we will post the changes on this page. Continued use of the service will signify that you agree to any such changes.