Our Policies Explained

Shipping Policy 


Interpretation and Definitions



The words of which the initial letter is capitalised have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.




For the purposes of this Disclaimer:


  • "Company" (referred to as either "the Company", "We", "Us" or "Our" in this Disclaimer) refers to Kakawa Artisan Chocolate & Co Ltd
  • "Goods" refers to the items offered for sale on the Service.
  • "Orders" means a request by You to purchase Goods from Us.
  • "Service" refers to the Website.
  • "Website" refers to www.kakawaartisan.com, accessible from www.kakawaartisan.com
  • "You" means the individual accessing the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
    Thank you for visiting and shopping at www.kakawaartisan.com. The following terms and conditions constitute our Shipping Policy.

Domestic Shipping Policy

Shipment processing times

All Orders are processed within 3 business days after the date of order. Orders are not shipped or delivered on weekends or holidays.

In the event we are experiencing a high volume of orders or in a peak period such as Easter/Christmas, shipment days may temporarily be increased. We will notify you via the email address provided on your order of any undue delay.


Please allow additional days in transit for delivery.


If there will be a significant delay in shipment of Your Order, We will contact You via email

Shipping rates & delivery estimates

Shipping charges for Your Orders will be calculated and displayed at checkout.

Shipping Method: Royal Mail Tracked 48 -  £3.95

Shipping Method: Royal Mail Tracked 48 - FREE on orders over £45

Shipment confirmation & Order tracking

You will receive a Shipment Confirmation Email once Your Order has shipped (if opting for a tracked service, the shipment confirmation email will contain your tracking number. The tracking number will be active within 24 hours.)


Once your order leaves us, we have no control over courier timescales, however if your order has not been received within 10 days, please contact us so that we can carry out the necessary tracking checks and aim to provide an update.

Once your order has been marked as delivered by the chosen courier, and detailed as such via the tracking information provided, you would need to contact the courier directly if you believe this not to be the case with the tracking number provided on your dispatch email to file a stolen mail claim, as we cannot accept responsibility once any order has been marked as delivered/received.

Customs, Duties and Taxes

Kakawa Artisan Chocolate & Co Ltd is not responsible for any customs and taxes applied to Your Order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes)


Kakawa Artisan Chocolate & Co Ltd is not liable for any products damaged or lost during shipping. If your order was received damaged, please contact the shipment carrier to file a claim.

Please save all packaging materials and damaged goods before filing a claim.

Contact Us

If you have any questions about this Shipping Policy, You can contact Us:

  • By visiting this page on our website: https://kakawaartisan.com/pages/contact-us
  • By sending us an email: hello@kakawaartisan.com



All of our products are made in an environment which handles, nuts, dairy, wheat, gluten, seeds, eggs, soy, sulphites. Please contact us if you have any special dietary requirements or intolerances and we will be able to provide you with a full list of ingredients for the products you are interested in.

Hot Weather Guidance 

Whilst every precaution is taken, including the use of insulating packaging materials to keep your chocolate cool during transit, we regretfully cannot accept responsibility or any liability for any heat damage/melted items that arise due warm weather.


Due to the perishable nature of our products, we are unable to accept returns. For non-perishable, non-food items, our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
- Obvious signs of use 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery



On occasion due to an unforeseen issue with supply, it may be necessary for us to substitute a product in your order. Substitutions will always be the closest match possible to the unavailable product and monetary value.

When a suitable substitution is unavailable this proportion of your order will be refunded on dispatch and noted on your dispatch email as "REFUNDED"

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days.