Ordering your goods: Once you have placed your order with us, we will review and put it through for processing. If we notice any missing information we will contact you straight away to discuss, otherwise the order will be prepared by us to be delivered as soon as possible. Please note details below that this may take up to 15 days to receive from date of order. Bespoke orders are welcome but may take longer to process due to the nature of personalised requests. You will receive an order confirmation email from us, which can sometimes end up in the spam or junk folder.
Coronavirus Information: Sarah’s Creative Chocolate Kitchen will be following all guidelines with regards to the current coronavirus pandemic. Because of this we cannot guarantee our usual turnaround or provide absolute dates for enquiries received. Rest assured if you place an order it will be made and delivered to you as soon as possible. Thank you for standing by us through all of this, as a small business who rely on the day to day sales, we truly appreciate it.
Stay home and stay safe.
Delivery: We cannot offer next day service at this time, so please consider this when placing your order.
I currently only use 48hr tracked to UK, SCOTLAND, IRELAND and WALES with prices fixed at £3.50 for all orders under £100.00. The shipping price includes postage and packaging costs.
The postage is fixed up to £100, then its free after for UK deliveries. Your order is handmade, which means that I do not have stocks of chocolates ready to go, I may have a batch that I have made up a few days before, but most of my orders are made when the orders come through, so please allow up to 15 days for delivery from date of sending order. If these are for a special occasion, please email me and I will work with you to meet the deadline date if possible.
Whilst I say do allow up to 15 days, this time frame does not include bank holidays within the process. I can quite often post sooner if we have your items made already.
Lost parcels: Nowadays it is extremely rare for parcels to go missing, so this is not something we have come up very often, especially with the high tech tracking services now available to us.
We do not refund for lost parcels, so please consider this when ordering, as its part of our TCs.
We can assist you with evidence of tracking reference number, plus a copy of invoice should you have the need to raise a lost parcel claim with Royal Mail. There is a simple online form which can be accessed by clicking on the link below. Royal Mail will not class a parcel as missing until 10 days after it was first sent out.
https://personal.help.royalmail.com/app/webforms/claim
Please note that you can wait up to 30 days to hear back from Royal Mail. We do suggest that you check with your local sorting office first to ensure they have not put a card through your door. Check in outhouse buildings, sheds, etc, and also with neighbours.
If we have a parcel returned to us, due to non-collection, we will happily re-post this back to you but you will be required to pay the shipping cost again, as we have already paid this out once already in the first instance.
Weather and Postage damage: As with any company making and sending out chocolate, this is one area which we can sometimes come across some issues. We check all our packages when they leave our premises, they are stored in refrigeration rooms/units up until the time of being collected by our postal service. We secure each package inside with bubble wrap and the larger small parcel boxes have packaging chips added to help with transport and heat damage.
By paying for your order, you are agreeing to our Terms and Conditions, that any damage caused during transit cannot be claimed back from us, this is chocolate made to order and cannot be used or sold on again, so you do purchase at your own risk.
We add a fragile and heat warning sticker to the front of all parcels as a precaution so they are not left in direct heat.
If you are ordering chocolate during the hotter months, we will monitor the weather and will make a decision day to day whether to post out, this is to ensure that they do not sit around in vans or sorting offices getting heat damage to them. Our chocolates can withstand temperatures up to 25 degrees (tests carried out) inside the boxes, but do suggest as soon as your order arrives it is placed straight into the fridge unopened at this point.
It is at your own risk that by ordering our chocolates during the hotter months, you are taking a risk of heat damage. If we feel this is something that is happening too often during summer months, we will look at different carriers to send our chocolates out with or have an annual shut down for a few weeks while the weather cools down.
If you place an order and items arrive damaged, we cannot accept responsibility and no refunds or exchanges will be made, orders are placed at own risk. If you have any issues with your parcel, this must be brought to our attention within 7 days from receipt of receiving your order. Once this date expires we will not be able to make amendments or rectify any issues.
Returns: Due to the nature of the goods supplied we do not accept returns once the items have been opened. If you have any concerns please contact us via email at sarahscreativekitchen@hotmail.com to discuss any issue. If a product is sent in error to you we will require this to be sent back, and we will reimburse the postage costs, and then send the correct item out to you or refund once the wrong product is safely in our hands. If your parcel is returned to us, due to non collection, we are happy to post out again, but this will incur a second postage charge, as we have already paid Royal Mail for your first delivery and for them to return it to us , we are not able to send out again for free as we then lose out on a third charge of postage.
Items Damaged in Transit: It is incredibly important for us to ship our products to you at the highest standard, nothing will ever leave us broken. This unfortunately means and item(s) which arrive damaged were damaged in transit. Due to the impliable, non-flexible nature of our products breakages can occasionally occur. We do everything we can to ensure this does not happen.
It is clearly stated in our terms and conditions on the shop website that we do not refund for broken items as the products are designed and made to be consumed and are therefore still fit for purpose. Purchase of any product cannot be completed unless the terms and conditions have been accepted by clicking the confirmation check box on the checkout.
Product Images: When we take photos of our products, we use toppings that are available at the time, and accessories as well. From time to time, we do find that when buying again they may look slightly different, maybe faded colours, slightly different on size, location of where we drop the toppings. We want to make it clear that our photos are for illustration purposes only and we will endeavour to send you as close to what is photographed, and within reason. This can happen with things like shaker kits where they may change the shape of nose on a santa, or our advent holders, or jelly bean colours. We also try our best to get the same each year when selling products, but this is not always possible.
Price: All of our items are priced up against each photo of product, and include VAT. Your payments are processed via fully authorised Payment Services which ensures that all your information remains totally confidential and we can never see any of the card details given. Payment is taken as you place your order and if payment does not authorise successfully, your order will not be successfully processed. Please check that you have received a confirmation of your order from us and confirmation of payment from the payment provider. You may find your confirmation within the junk or spam folder of your email account.
Paypal update – March 2020 – Paypal no longer refund fees that are charged to us from your payment, which is basic terms means, if you place an order with us for £19.00, we pay 85p to paypal for them to handle that transaction, if you then decide to cancel that order, we will only refund you £18.15, as we cannot be responsible for that fee if no order to make and send out. It is a very important part of our T&Cs now. From now on we will not refund a fee if you make an error or wish to cancel your order.
Storage: This is really important, as soon as your chocolates arrive please place in the fridge to keep them cool, especially in the summer months, most homes will go above 25c at times. The ideal temperature for chocolate is between 12-18c, and within 40-60% humidity.
Nutritional Values: We provide the nutritional information for you on each pack. You can use this information to input into food intake tracking apps. If you follow Slimming World, we are not permitted to print the syn values, but we can advise of the general SW rule of dividing the calories by 20 to find out the syn value, or by using your online calculator with the nutritional values we provide on each pack. We would like to mention at this point that we are not affiliated with Slimming World, Slimming World UK , Weight Watchers or Weight Watchers UK in any way. If you have any concerns with the information we provide, please speak to us and not them.
Chocolate We Use: We use a blend of different Belgian chocolates for our products. Only the best for our customers.
Events and ticketed products: We will from time to time run ticketed events, such as parties/ball charity fundraiser/masterclasses. In regards to our events, if you purchase tickets and you are then not able to attend, we will try to sell the ticket/s on for you once we reach our minimum amount of ticket sales required, but there is no guarantee, so you are welcome to transfer your place/tickets to another person/s to attend.
Privacy Policy: In line with the General Data Protection Regulation (GDPR) you can read our Privacy Policy to find out how we collect, store, share and use your personal data.
Copyright/Intellectual Property: We have recently undertaken to have our discs and bars protected and have registered over 200 designs now with the Intellectual Property office and these now appear on their database.
If we find anyone using the same designs as our products and selling them from their shops/social media we will be taking legal action against the person(s) involved.
It is a shame that we had to take these steps but we have a business to protect.
Trademark: In 2020 our company name and logo were registered as trademarks.
Company Details:
Vat Number: 270638106
Reg No: 09957108