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Thank you for visiting Cocoa Nofel! We take immense pride in handcrafting our artisan hot chocolate in small batches. Below you will find everything you need to know about how we package, dispatch, and deliver your orders, as well as our policies regarding cancellations and returns.
 

📦 Shipping Information
 

Dispatch Times

• Standard Orders: Because our hot chocolate blends are prepared in small batches to ensure maximum freshness, we aim to dispatch standard orders within 2 to 4 working days.

• Personalised & Wedding Favours: Bespoke orders (such as personalised sachets with custom names, dates, or photos) require additional printing and hand-finishing time. Production schedules for custom orders will be agreed upon at the time of order confirmation.
   

UK Delivery Rates & Estimates

• Standard Shipping: Delivered via Royal Mail (2–3 working days from dispatch).

• Shipping Fees: Calculated and clearly displayed at checkout before you complete your purchase.
   

☀️ Warm Weather Clause

Chocolate is naturally heat-sensitive! During periods of extreme summer weather, we may briefly hold or delay dispatching your package to prevent your hot chocolate mixes from melting in transit. If this happens, we will email you directly with an update.
 

Shipping Address Accuracy

Please double-check your delivery address at checkout. We cannot be held responsible for delayed, lost, or misdelivered packages resulting from incomplete or incorrect address details provided by the customer.
 

🔄 Returns, Cancellations & Refunds

Perishable Food & Personalised Goods Exemptions

Under Regulation 28 of the UK Consumer Contracts Regulations 2013, certain items are legally exempt from the standard 14-day online return window.

• Food Products & Sealed Sachets: For health and hygiene reasons, we cannot accept returns or issue refunds for opened or unsealed hot chocolate sachets, gift boxes, or food products once they have been delivered.

• Personalised & Bespoke Favours: Custom-printed sachets featuring personalised names, wedding dates, custom photos, or specific colourways cannot be cancelled, returned, or refunded once production or printing has begun.
   

Damaged, Defective, or Errors Made by Us

Your happiness with our cocoa is our top priority. If your order arrives damaged in transit or defective, or if we made an error with your order or custom print, we will make it right immediately!
 

What to do if there is an issue:

1. Contact us within 48 hours of receiving your delivery at contact@cocoanofel.com

2. Include your order number and clear photo evidence showing the damage or printing error.

3. Once reviewed, we will gladly arrange for a replacement to be dispatched free of charge or issue a full refund (including standard delivery costs).
    

Proofing & Personalisation Responsibility

For all personalised sachet orders, please ensure all names, dates, spelling, and photo choices provided to us are correct before approving your order. We are unable to offer refunds or free replacements for typos or errors submitted by the customer.
 

✉️ Contact Us

If you have any questions about your order, shipping status, or a delivery issue, please reach out to us:

• Email: contact@cocoanofel.com

• Trading Address: Cocoa Nofel, 10 Maes Yr Eos, Bridgend, South Wales, UK