Our guarantee

Urban Village Chocolates was set up to create wonderfully fresh handmade chocolates reflecting all things positive about excellent quality and good value with a liberal dose of fun and creativity to match!  We hope that your experience will exceed expectations and take every care to check all our products and to pack them as carefully as possible.  If for some reason though, your order fails to meet our standards, please let us know immediately so we can put things right.

Our products

Our products are made in an environment where there may be traces of nuts, dairy, wheat and seeds. So they may not be suitable for anyone with these allergies – please contact us if you have a specific allergy not covered above and we can let you know if that food stuff is used in the kitchens here. Our products are guaranteed to be fresh within the shelf life of that product and this is clearly written on the packaging – provided they are kept in a cool and dry place in their original packaging they should stay fresh for that time. Bars of chocolate can bloom (the grey film that can be seen often on very old chocolate) if they are subjected to sudden temperature changes, especially too cold.

Order and Availability

Products and packaging are subject to availability although you can rest assured that we will always do our best to fulfil your request.  If however, when we receive your order, it is not possible to fulfil it, we will inform you as soon as possible to organise a refund or credit for any money you have paid out or discuss an alternative product. As our short-life products are prepared to order, they can take up to 3 days to prepare and sometimes 7. We will keep you informed via email on the progress of your order.

Payment

We are currently using Paypal – you don’t need a Paypal account to pay via Paypal, only a credit card. We hope very much to introduce other major credit cards directly very soon. Bank transfers are a good efficient way to pay. All orders must be fully paid for before they can be accepted. On receipt of payment, an email confirmation will be emailed to the email address supplied at the point of order. All orders are checked before despatch, so please make sure the details you give us are correct. We cannot accept delays to an order caused by incorrect or invalid payment details. All prices are quoted in British pounds. Prices are subject to change. Shipping and handling charges are additional.

Cancellation of order

In accordance with the Distance Selling Directive (2000), the right of the customer to withdrawal of 7 working days does not apply to contracts for the supply of perishable food products such as chocolates. Cancellation or any change to your order will only be accepted if the product has not yet been prepared. In the case of cancellation within this time, the charges will be refunded. Once the order has been made or packed and handed over to the carrier, no modifications or cancellations may be accepted and the charges will not be refunded. If you are not satisfied with the order because you feel it is faulty in some way or damaged, you may return it at your own cost within 48 hours from the day of dispatch. No returns will be accepted after this period. These products will then be refunded or exchanged. We cannot process returns or refunds because a product is unsuitable or no longer wanted.

Postage, packing and delivery

Our postage is £4.95 and then free on orders over £45. If you are local, you are more than welcome to pop by and pick up by arrangement. All items will be sent First Class Royal Mail recorded delivery and will need a signature. Products are posted from Monday to Thursday with next day delivery to avoid any fresh products spending their weekend at the depot. Please make sure that someone will be able to receive the delivery, as we cannot accept liability if the delivery is not made and/or the goods are damaged in some way as a result of non-delivery.

Delivery zones

We deliver to the UK mainland, Northern Ireland, the Channel Islands and the Isle of Man. Please contact us if you would like to order from a country not mentioned here.

Returns

Please send any returns to: Urban Village Chocolates Ltd, 40 Haggard Road, Twickenham TW1 3AF.

Registering an account

To set up an account you need to be over 18. User names and passwords can only relate to one person and can’t be shared by more than one person over a network. The security of your password rests with you and if you suspect that someone else knows your password, please let us know immediately. We may have to suspend or cancel your registration if any breaches of these obligations occur.

Disclaimer

We aim to ensure that everything on this website is accurate and may make changes to the information at any time – particularly to the products and prices – without notice. It’s possible that some of the information on the website may be out of date and, whilst we will attempt to ensure that it is up to date, we make no commitment to ensure that.

Urban Village Chocolates Ltd
40 Haggard Road
Twickenham
TW1 3AF

Tel no 020 8892 4031

Registered in England. Company number 07862163.