Frequently asked questions
What chocolate do you use?
Here at Chunkydunkchocs we believe in style AND substance! This means that we use only the highest quality silky, smooth belgian chocolate - no nasty callendar chocolate over here!
How long do the chocolates last?
The base chocolate is best eaten within a year - but come on - who keeps chocolate for this long anyway - ha! I recommend that some products are eaten within three months of purchase to ensure all toppings taste nice and fresh! Products are heatsealed after production and will come with a ingredient label which will state the best before date.
I have an allergy - can I still order?
I do not recommend ordering any products if you have a nut allergy. All of the base chocolate contain traces of nuts. The environment in which the chocolate is produced also handles all other allergen groups so we do not recommend that you purchase if you suffer with any allergies or intollerances.. The majority of my products also contain artificial colourings, gluten and soya lecithin.
How long will my order take?
Generally, all orders are sent within 5 working days. During peak times this can extend to 10 working days plus postage.
For larger orders, please allow 10 working days plus shipping.
All items are posted 48hr tracked so please allow time for this also.
Postage and returns
We use Royal mail tracked 48hr service to deliver our goods. Due to COVID-19 parcels may be delayed due to work loads that Royal Mail are currently experiencing.
Heat and summer months -
Please be aware that all orders placed over the spring/summer are at your risk due to temperatures.
If left out, they will melt in warm temperatures. During lockdown, post is often left on doorsteps etc - for this reason it is essential that you check outside when any mail arrives adding your mobile number at checkout is a great way to get updates on your parcel and will avoid any missed deliveries!
Outside of this situation we ask that you give the most reliable address, somewhere such as a work address or a neighbour who is always home so the parcel can be delivered directly to you. We do monitor the weather and make decisions based on the forecast when and whether to send - so wait times can also be a little longer.
Tracking and postal issues -
Proof of postage and a tracking number is obtained with each delivery - however if an item is lost or broken, please email us with photos (if damaged) and we will review on a case by case basis. In all cases the item must be returned to us if you require a refund or replacement - this is so we can start a claims process with Royal Mail. For lost of stolen items you will need to log this as a theft and supply us with a crime ref number from Royal mails website so we can look into this for you. We will help you with this as much as we can, but unfortunately we cannot be held liable for stolen or heat damaged parcel.
Non bespoke/customised items will not be refunded or replaced unless they are in an unfit for purpose condition and cannot be eaten.
By placing your order you are agreeing to these terms and unfortunately I cannot be held accountable for such damages as each item is packaged with care.
Due to the nature of our products being handcrafted and made to order- refunds are not given unless the item is faulty. If refund are given under exceptional circumstances then the paypal fee will not be returned as this is now charged from April 2020. Please make sure you check the final payment button, especially on paypal as they will only ever charge you for the items in your cart at that moment in time - we cannot refund for change of mind or feeling of lack of items vs postage - please check the price before the final payment is clicked.
Lost items -
Whilst rare, post can go missing. We offer a fully tracked postal service, if your item is lost, 14 working days must be allowed for the courier to class this as missing. After this period we are able to action a claim and issue a refund or replacement as the parcel will officially be classed as lost and not just delayed. If you would like a signed for service, please contact us prior to making your purchase.
Combining Orders -
Unfortunately we cannot combine orders. All orders are weighed and shipped accordingly. Our systems do not allow for these changes to take place.
Privacy Policy Information
The PURPOSE of this privacy statement
Under EU-GDPR data protection legislation, we are required to explain to you why we collect information about you, how we intend to use that information and whether we will share your information with anyone else.
This statement applies to customers, users of our website and those who wish to receive marketing information from us. Please read this statement carefully to understand our views and practices regarding your personal data and how we will treat it.
This statement tells you how personal information which we collect from you, or which you provide to us, will be processed by us. This statement relates to information collected from you through your use of our website www.Chunkydunkchocs.co.uk.
This statement does not form part of any contract to provide services. We may update this statement at any time.
It is important that you inform us of any changes to your personal information which we hold so that the information which we hold is accurate and current.
WHY ARE WE COLLECTING YOUR INFORMATION
The information that you provide to us is required in order for us to: Fulfil your orders with us, provide you with offers and marketing information about our products you may be interested in.
types of personal information we use
We are collecting information about you in order to achieve the purposes set out above (see 'Why are we collecting your information?'). This includes:
Personal details and payment
Contact details such as your address, phone number and email address
Payment information such as payment methods, billing address details and other information related to payment.
Please note Chunkydunkchocs do not retain or store credit card, debit card or other confidential payment information
Website use and communications
Details of your visits to our site, information about your use of our information and communications systems
Browser information and online identifiers (such as your browser types, browser version host operating system, browser language and your IP address)
COMPLYING WITH DATA PROTECTION LAW
We will comply with data protection law. At the heart of data protection laws are the "data protection principles" which say that the personal information we hold about you must be:
Used lawfully, fairly and in a transparent way, collected only for valid purposes that we have clearly explained to you and not used in any way that is incompatible with those purposes, relevant to the purposes we have told you about and limited only to those purposes, accurate and kept up to date, Kept only as long as necessary for the purposes we have told you about; and, kept securely.
