Delivery & Returns

Free Next Working Day delivery to the UK mainland for all orders over £99

We dispatch Monday to Friday, excluding bank holidays, and we aim to dispatch all orders placed before midday on the same day. Please note that this may not be possible during particularly busy periods.

• This service is 24hr or 48hr, including delivery on Saturdays.
• NOTE that 24hr & 48hr delivery IS NOT GUARANTEED by Royal Mail, though they achieve this for the vast majority of consignments to the mainland.
• Offshore locations and Highlands and Islands are exempt from Royal Mail's stated delivery aims. Delivery to these locations typically takes an additional 1 to 2 working days.
• Online tracking available.

• This is a 'Next Day' service with DPD (mainland UK). NOTE: This is a standard service - you do NOT pay extra for this and next day is not guaranteed.
• DPD's 'Next Day' service covers weekdays only, so orders dispatched on a Friday would normally be delivered on the following Monday.
• DPD currently make two delivery attempts. Please make sure you have given us your safe place/leave with a neighbour instructions (or use the DPD app). If you are not in and there are no instructions given on where to leave it, the parcel will be taken to a DPD pick-up shop and you will be notified. There are over 7,000 pick-up shops in the UK, including local Post Offices, and there should be one within 5 miles of you. This way you can still collect your order the next working day, and due to the amount of driving time it saves, it's a much greener option.

For orders over 25kg, please call +44 (0)1803 659989, or email hello@therawchocolateshop.com for carriage rates.

IMPORTANT!

Some countries will not allow the import of certain products. It is the responsibility of the customer to establish what their country rules and regulations are. Raw Living cannot be held responsible for orders delayed, returned, or destroyed by customs. If a package is returned by customs we will be charged, and this cost, together with the original carriage cost and a 10% handling fee will be deducted from any refund requested.

Please note that we periodically review carriage rates and they are subject to slight changes. We do not seek to make profit from carriage and in many cases they are heavily discounted.

Returns & Refunds Policy

By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. Please check your goods upon receipt. In the unlikely event that they aren't in excellent condition, your order is incomplete or is not what you ordered, you must notify us by phone or email within 7 days of receipt and we will replace faulty or missing items.

Please note that for every order we will use the address supplied to us with the order notification from PayPal (this will be the address you have registered with them) - unless we have been notified of a different address for that order. Please do not assume that as we have sent a previous order to a different address, that we will do so for your next order. If you would like to change the shipping address once you have placed your order, please email us as soon as possible.

Please note that the responsibility for the product(s) becomes the customer's upon delivery. You will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective.

Items must be returned using recorded or registered delivery and the costs of return postage and packaging are the customer's responsibility in accordance with distance selling regulations. You will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method that requires a signature upon delivery such as Royal Mail First Class (Recorded Delivery).

To cancel your purchase within this seven-working-day cooling-off period, please email us, package the relevant item(s) securely and send it to us so that we receive it within seven working days of the day after the date that the item was delivered to you. As soon as we receive your cancellation notice, we will refund the relevant part of the purchase price for that item together with the item's normal postage charge (we cannot refund any priority, express or courier component of the postage charge).

For personalised items made up to a customer's specification we are unable to accept returns or refund this is in accordance with distance selling regulations. This includes any product that has been opened and cannot be returned, sealed in its original packaging.

For more information on your right to withdraw from your purchase within the seven working day cooling-off period, please visit the Department of Trade and Industry's website.
For more information about your other statutory rights, please visit the Department of Trade and Industry's Consumer Gateway website. https://www.gov.uk/consumer-protection-rights

If you do not see your country mentioned, or there is no courier price listed, please call or email for a quote.