Terms & Conditions

About Us

Helen's Chocolates is a specialist confectioner with a small shop in the heart of Bowness-on-Windermere, one of the busiest tourist destinations in England, close to England's largest lake.

We have been trading since 1989 selling luxury handmade chocolates, fudges, dragees, wedding favours, gifts and Kendal Mint Cake.

Our Contact details:

Helen's Chocolates Ltd
Ash Street
Bowness-on-Windermere
Cumbria
LA23 3EB

Tel: 015394 46869
Email: info@helenschocolates.co.uk

Company Registration No. 04637151
VAT Registration No. 734 7434 25

Products & Packaging

Product and packaging are subject to change or substitution without prior notice. If necessary, we will substitute for an equal or higher priced item directly.

If a chocolate is out of stock from the "Select Your Own" range, we may replace it with one you have already chosen. If there are several chocolates out of stock we will endeavour to contact you by phone or email to discuss alternative products.

Packaging may not be as illustrated, however we try to ensure each and every order is packaged with style, professionalism and adequate external packing to ensure the goods reach you in perfect condition.

The Contract Between Us

You confirm your order by making payment online through our website. Once you do so, there is a binding contract between us subject only to these Terms & Conditions.

We agree to supply the goods you order at the prices shown on our website at the time you place that order.

This contract is governed by the law of England and Wales.

If any part of this contract is found by a court to be unenforceable or invalid, that shall not prejudice the enforceability and / or validity of any other part.

Delivery Policy & Stock Availability

We aim to dispatch all orders for stock items, placed before 12 noon (midday) GMT, on the same day via Royal Mail 1st class post.

There is also an option for Royal Mail Special Delivery service and Saturday Delivery.

For heavy parcels we recommend using APC, our local courier for packages weighing over 1kg or that require a Guaranteed 2 Day Service.

You will receive a confirmation via the email address you supplied once your order has been dispatched.

Due to very early collection times in our area, we cannot offer Next Day service for APC despite their service being a Next Day delivery.

Therefore if you are ordering goods for a special occasion, or they are needed by a particular date, you should check with us first using the contact details on our website. We will do all we can to help, but your required deliver-by-date will not be part of our contract unless we agree that with you in writing separately.

In no case shall we be liable for delays to delivery caused by factors outside our control. These include, but are not limited to, failures by our sub-contractors responsible for delivery, exceptional weather, sickness or death, or other exceptional circumstances of which we could not reasonably have been aware or have predicted in advance of accepting your order.

In the event of a heat wave, we will not ship any goods that are liable to melt until the ambient temperature drops below 20 degrees C. We will notify you in such circumstances.

Shipping to destinations outside the UK will remain the responsibility of the buyer who must determine the atmospheric conditions in the country of destination.

We do not ship to the USA, South Asia, South America and Africa.

Aborted / Failed Deliveries

If a delivery is aborted because no response is obtained at the delivery address, a charge may be made to cover the additional costs invoiced to us by our courier. You will be liable for this up to a maximum of the charge actually made to us by our courier. Royal Mail will retain undelivered parcels for a period of 20 days in their local sorting office. It is the customer's responsibility to collect their parcel within this period. Proof of identity will be required. In order to help a successful delivery, please leave any Special Instructions in the delivery box when completing your order.

No Delivery Made

In this event, you must inform us within 7 working days from placing your order. Our total liability to you for non-delivery is to re-send a replacement order in no less than 10 days from date of order.

Returns Policy

We comply with the following legislation:

Consumer Contracts Regulations 2013

Up to 14 days after receiving your goods, you may change your mind and get a full refund excluding postage to you and the cost of returning the goods. The goods must be in perfect condition and fit for resale.

We reserve the right to refuse a refund or credit note if the returned goods are received damaged or unfit for resale. This cancellation right does not apply to perishable food items for Health and Safety reasons.

Consumer Rights Act 2015

It is our obligation to supply goods that are fit for purpose, as described in our literature or website, and of satisfactory quality. Consumable goods must have a minimum of 30 days Best Before shelf life.

If the goods are faulty or defective, with the exception of chocolate mis-shapes, you are entitled to a refund provided that you notify us in writing within 30 days.

For more information on your rights, you can contact Citizens Advice: www.citizensadvice.org.uk.

Intellectual Property & Copyright

Our website and its content is the copyright of Helen's Chocolates Ltd. All rights reserved. Any redistribution or reproduction of part or all of the contents in any form is prohibited.

You may not copy or redistribute any part of its content without our express permission.