White Rabbit Chocolatiers

Website Terms and Conditions & Refund Policy

Orders

How can I pay?

We accept most major debit and credit cards and cash in the shop..

Is it safe to order online with us?

Yes it is. We use PayPal to process your payment.

How do I use my promotional code or gift voucher?

Enter the code at the checkout and click update. Only one promotional/discount code can be used per purchase. Promotional and discount codes cannot be used in conjunction with any other offer and cannot be used to buy gift vouchers.

Can I amend my order?

One your order has been completed it cannot be amended or changed but you may be able to cancel it.

Can I cancel my order?

You have 24 hours to cancel your order via email unless you have chosen next day delivery where the item is dispatched almost immediately, in which case you can return the item within the normal time frame stated under ‘How long do I have to return an item?’

My order has not arrived yet.

If your item has not arrived within the stated period please contact the Customer Care Team.

I have received a faulty/ incorrect item or I have an item missing.

Please contact the Customer Care Team.

What is a Special Order?

If you require a product that is not available in our shop we may be able to order it from our supplier as a ‘special order’. Special Orders are non returnable.

Returns

Can I return unused / unwanted items?

Due to the nature of the product we are unable to accept returns or offer refunds for products that have left the shop. 

I have been sold a faulty product

If you believe a product was faulty at the point of purchase, you may return it to us for inspection. We will only offer a refund if we / you can prove that the product has not been tampered with and that the condition is such that it is unlikely to have ever been a saleable condition.

How do I return an item?

Please return the item to our shop with a full description and / or video evidence of the defect(s)

Have you received my returned items?

As soon as your item has been received we will email you a confirmation. In the unlikely event that you haven’t received an email within 10 days of returning your item, please contact the Customer Care Team.

Refunds

How long before I get my money back?

We will notify you if / when you are eligible for a refund

I have been refunded the wrong amount.

Please contact the Customer Care Team.

Will you refund my delivery charge?

No – we will not refund any delivery charge unless the item is incorrect or faulty.

The price has changed since I ordered my item.

Your item will be refunded at your purchase as long as you have included your order number on the returns note and sent it with the item. If the order number is missing it will be refunded at the current price.

Statutory Rights

Nothing in these Terms and Conditions affect your statutory rights.