Order Cancellation Policy

1. Cancellation Policy

Standard Orders
You may cancel a standard order for a full refund as long as it has not yet been processed and dispatched.
To request a cancellation, please email info@terroirchocolate.co.uk with your order number as soon as possible.
Once your order has been processed and dispatched, it can no longer be cancelled due to the perishable nature of our chocolates.

Pre-Orders
Our pre-order and seasonal collections require significant preparation well in advance of their scheduled dispatch dates.
Production may begin several weeks or even months before dispatch. This can include ordering dedicated packaging and ingredients, reserving production capacity and, at later stages, making and packing the chocolates themselves.
For this reason, if you choose to cancel a pre-order, the following cancellation charges may apply:

• More than 14 days before dispatch: Up to 25% of the order value

• 7–14 days before dispatch: Up to 50% of the order value

• ​Less than 7 days before dispatch: Up to 100% of the order value

The amount retained will reflect the stage of production and the costs and losses already incurred as a result of the cancellation.
Where we are able to reduce our loss, including by reselling the product, this will be taken into account when calculating any refund due.
Once a pre-order has been dispatched, it can no longer be cancelled.
Any refund due will be returned to the original payment method.

2. Perishable Products

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Our chocolates are freshly made and perishable. Because of their perishable nature, they are excluded from the standard right to cancel that applies to many other online purchases.

This does not affect your statutory rights if your order is faulty, damaged, incorrect or not as described.

If there is a problem with an order you have received, please refer to our Refund & Returns Policy.

3. Changes to Your Order

If you need to make a change to your order, such as your delivery address or chocolate selection, please contact us as soon as possible.

We will always do our best to accommodate changes, but we cannot guarantee that an order can be amended once it has entered preparation or production.

4. How to Cancel

To request a cancellation, please email info@terroirchocolate.co.uk and include:

• Your name

• Your order number

• Your cancellation request

We will confirm whether your order can be cancelled and advise you of any applicable cancellation charge before processing the cancellation.

5. Refunds Following Cancelation

Where a full or partial refund is due following a cancellation, it will be returned to the original payment method.

Please allow up to 14 working days for the funds to appear in your account, depending on your bank or payment provider.

Need Help?

If you have any questions about cancelling or changing your order, please contact us at info@terroirchocolate.co.uk and we’ll be happy to help.