Our Policies Explained

Shipping Policy 
Our Shipping Policy was last updated on 18.07.2022

Interpretation and Definitions 

Interpretation 

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. 

Definitions 

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 

All Orders are processed within 7-10 business days. 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, meaning that orders will be processed within a maximum of 15 business days. 

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 or telephone.

Shipping rates & delivery estimates

Postage and packaging prices are calculated at checkout based on the weight of your order, starting from £2.95. Packages are typically sent via Royal Mail or UPS, but other services may be used when required. 


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

     

    Once your item has been dispatched, we have no control over how long it will take to arrive. Royal Mail are running slightly slower than usual.

    1st class postage is typically 1-2 working days from dispatch date.

    2nd class is typically 3-5 working days from dispatch date.

    We do not guarantee any shipping times, and cannot count a parcel as missing until 15 working days from when it was dispatched. If your parcel does not arrive when expected, please contact us via our Facebook page or sales@kakawaartisan.com with your order details and we will assist you.

    Once Royal Mail tracking shows that your parcel has been delivered, we can no longer accept responsibility for the parcel. In the event of a parcel being returned to us due to an incorrect address being submitted when ordered, or failed collection a redelivery charge will apply.

     

    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) 


    Damages 
    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: customerservices@kakawaartisan.com

    Allergens

    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, nor will refunds be issued due warm weather. In instances of extreme weather to safeguard the contents of customer orders, we may hold orders for a short period of time or until the hot weather passes to ensure the integrity of the products, in this instance a notification will be posted on our social media channels. During the time in which this guidance has been put in place, orders will not be refunded due to a delay in shipping. 

    Returns

    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

    If an order is returned to us by the courier due to an unsuccessful delivery, the order will only be reprocessed and resent to the delivery address on the original order after the reissue of a postage charge has been paid.

     

    Cancellations

    Orders can only be cancelled within 1 working day of the order being placed, cancellations will not be honoured in cases where the sole benefit is to secure a lower price from a deal/offer or discount being offered by the company.

    Substitutions 

    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.  

    The Inspiration behind Kakawa

    CEO, Chocolatier, business man and founder of Kakawa by day - socialist, nature lover and foodie by night.

    I’m passionate about creating something new, more than just ordinary - most of all, making it taste great and having fun with it!

    I feel a recipe is only a theme, a tune which anyone can play, but add some inspiration each time with a different variation!

    My weekends mainly consist of winding down the busy week with leisurely strolls through the countryside of Kent, culinary creations, and socialising with everyone whenever I get the chance!I pride myself on having accomplished, (and smashed!) many of the goals I have set myself, continuously setting the bar higher for myself, and always striving to achieve more!

    I leave no stone unturned and have worked (very!) hard to get where I am today - Rome wasn’t built in a day, but it’s still standing, loud and proud for everyone to see!

    Many people say dreams do not become your reality, but I say, you can sure as hell work your hardest to prove them wrong - I did, and I'd never look back - onwards and upwards is my motto, build your plan, stick to it and the world can be yours!

    The Story

    Since I was a child, (and after watching many, many episodes of The Apprentice and being so inspired by how Lord Sugar achieved all he has in business) all I dreamt about was having my very own business within the food sector and more recently, surpassing the chain brands both in being a leading brand in the chocolate world, but most importantly, in taste!

    After being in the food industry for quite some time (19 years to be exact!), one evening, Something just clicked, suddenly realising that this was my time, my chance and immediately I needed to address my dreams, after maintaining others for so long - it was then that I decided to make a go of it.

    I made a start with a very small number of slabs (3 flavours), and very quickly word spread about this ‘new chocolate’ being ‘the best I’ve ever tasted’

    As the interest in my chocolate and my story continued to grow, so did the ideas and the range of products.It was then that I realised, without a doubt, that I could in fact not only make my dreams come true, but surpass all expectations in the process!

    Now, fast forward to 2022, a good few years of hard work and patience, we now offer in excess of 200 handmade chocolate products within our collections, a selection of which we were fortunate enough to showcase in one of the high streets top tier retailers in the lead up to Christmas 2021!

    Driving me to continue to grow, and achieve my ultimate goal of being one of the industry leaders within the UK independent chocolate market.

    With all this in mind, I want to also show, particularly young entrepreneurs, that your dreams are worth chasing!

    You can start your very own business from your kitchen table, with nothing more than a pen and paper - and in my case, chocolate!

    Believe in yourself, to believe in a better future.

    JJ - Founder & CEO Kakawa Artisan Chocolate & Co Ltd