Delivery Policy

We currently deliver throughout the United Kingdom and USA mainland, where our available delivery services permit.

Available delivery options and charges will be shown at checkout based on your delivery address.

Please allow up to 2 business days for us to carefully prepare and pack your order before dispatch.

During particularly busy periods, including Easter, Christmas and seasonal launches, processing times may be slightly longer.

Business days are Monday to Friday, excluding UK bank holidays.

Pre-orders and seasonal products may have specific dispatch dates or periods. These will be stated on the relevant product page.

We currently offer two Royal Mail delivery options:

 

Standard Delivery – Royal Mail Tracked 24

Our standard UK delivery service is Royal Mail Tracked 24.

Royal Mail aims to deliver Tracked 24 parcels on the next working day following dispatch. However, this is not a guaranteed 24-hour or next-day service, and delivery may take 1–2 working days or occasionally longer, particularly during busy periods or where Royal Mail experiences delays.

Tracking information will be provided once your order has been dispatched.

​

Next Day Guaranteed – Royal Mail Special Delivery Guaranteed by 1pm

If you require a guaranteed delivery service, you can select Next Day Guaranteed – Royal Mail Special Delivery Guaranteed by 1pm at checkout.

For eligible UK addresses, Royal Mail guarantees delivery by 1pm on the next working day following dispatch, subject to Royal Mail's service conditions and geographical exceptions.

Please note that the guarantee applies from the date your order is dispatched, not from the date the order is placed. Our usual processing time of up to 2 business days still applies unless otherwise agreed.

 

Next Day Guaranteed – Geographical Exceptions

Royal Mail applies extended delivery times to certain UK destinations.

 

Royal Mail currently delivers by 5.30pm on the next working day to:

AB30–39, AB41–45, AB51–56
HS1, HS3–9
IV21–28, IV40–49, IV51–56
KA27–28
KW1–3, KW5–15
KW16 – Stromness Town only
PA20 (0 & 9), PA28–38, PA41–49, PA76–77
PH15, PH17–26, PH31–40, PH49–50
ZE1

 

Royal Mail currently delivers within two working days by 5.30pm to:

HS2
IM, JE
PA60–75, PA78
ZE2–3

Royal Mail currently delivers within three working days by 5.30pm to:

KW16 – non-town areas
KW17
PH30, PH41–44

 

These geographical exceptions are determined by Royal Mail and may change from time to time.

If your delivery address falls within one of these areas, the standard next-working-day by 1pm guarantee does not apply.

For the latest information, please check Royal Mail's Special Delivery Guaranteed by 1pm service information.

 

Saturday delivery is not included in the standard next-working-day guarantee unless the appropriate Saturday Guaranteed service has been purchased and is available for the destination.

Delivery charges are calculated and displayed at checkout based on the delivery service selected.

​

Any applicable delivery charge will be clearly displayed before you complete your purchase.

Please make sure that the delivery address provided at checkout is complete and correct.

If you notice an error after placing your order, please contact us as soon as possible at info@terroirchocolate.co.uk.

We will do our best to amend your delivery information provided your order has not already been processed and dispatched.

If an order is delayed, lost or returned because the delivery information supplied at checkout was incorrect or incomplete, we may not be able to offer a replacement or refund.

If a parcel is returned to us and the chocolates are still suitable for re-dispatch, additional delivery charges may apply.

As many of our chocolates are freshly made and perishable, we may be unable to re-dispatch a returned parcel if the products are no longer suitable for delivery.

If Royal Mail is unable to complete the delivery, they may leave the parcel in a safe place, with a neighbour, or provide instructions for arranging redelivery or collection, depending on the service and your delivery preferences.

Please arrange collection or redelivery as soon as possible.

As our chocolates are perishable and temperature-sensitive, leaving a parcel uncollected for an extended period may affect their quality.

Chocolate is naturally sensitive to heat.

We take additional care when preparing and dispatching orders during warmer weather and may use protective packaging where appropriate.

During periods of particularly high temperatures, we may delay dispatch if we reasonably believe that the weather could compromise the quality of your chocolates during transit.

.

Occasionally, deliveries may be affected by circumstances outside our reasonable control, including severe weather, postal disruption, strikes, transport disruption, exceptional demand or operational issues affecting Royal Mail.

Please remember that Royal Mail Tracked 24 is not a guaranteed 24-hour or next-day delivery service.

If your parcel appears to be significantly delayed, please contact us at info@terroirchocolate.co.uk and we will help investigate the delivery.

Royal Mail may require a certain period to pass before a parcel can officially be considered lost.

Where a parcel is confirmed as lost, we will arrange an appropriate resolution, which may include a replacement or refund depending on the circumstances.

If your parcel or chocolates arrive damaged, please contact us as soon as possible.

Please provide:

• Your order number

• A brief description of the problem

• Clear photographs of the affected chocolates

• Photographs of the outer and inner packaging where relevant

This information helps us understand what happened and, where appropriate, raise the issue with Royal Mail.

Depending on the circumstances, we may offer a replacement, refund or another appropriate resolution.

Please also see our Refund & Returns Policy.

Pre-order and seasonal products may have specific dispatch periods rather than our usual processing time.

The estimated dispatch date or period will be stated on the relevant product page.

Production for some seasonal collections may begin several weeks or months before dispatch.

If your order contains both a pre-order product and products that are available immediately, please check the relevant product information regarding when your order will be dispatched.

Different cancellation conditions may apply to pre-order products. Please see our Order Cancellation Policy for further information.

If you need to change your delivery address after placing an order, please contact us as soon as possible.

We will always do our best to make the requested change, but we cannot guarantee that an address can be amended once an order has entered preparation or has been dispatched.

Once a parcel has been dispatched, changes to the delivery address may be subject to the options provided by Royal Mail.

If you have any questions about delivery or need help with an order, please contact us:

 

Email: info@terroirchocolate.co.uk

Terroir Artisanal Chocolates Ltd

Unit 2, The Old Coaching House
43 North Bar Within
Beverley
HU17 8DG
United Kingdom

 

Company Number: 16218733
Registered in England and Wales