Chocablock offers a melt-free guarantee. If your order arrives melted, we will replace it or refund your order. This guarantee does not apply if you have selected Authority To Leave with the courier. Chocablock reserves the right to refuse an order if we believe the order has no chance of reaching its destination in an acceptable timeframe (e.g remote sites where mail can take weeks to arrive in high temperatures).
If you receive your chocolates and you are concerned that they may be heat affected – STOP. Place the package in a cool location for at least an hour to allow it cool down. Once it has cooled, then open that package to check for any distortion.
If you find your chocolates have been heat affected, please call our warehouse immediately and we will begin the process of replacing your chocolates. Photographic evidence of meltage must be provided so please don't throw away your melted items before we have advised you to.
Our melt free guarantee only refers to the transit time from our warehouse to your specified shipping address. It does not cover redirections, return-to-senders or onforwarding of goods, nor does it cover subsequent melting after the products have been delivered.
What You Can Do To Eliminate The Risk Of Melting
We recommend having your chocolates delivered to a workplace, for two reasons:
- Workplaces tend to be cooler in the Summer months
- Someone usually is able to take receipt of your parcel instead of it being left out in the elements at home.
Reporting of melted products must be made within 24 hours of the product arriving to its destination so we can be sure that the melting occurred in transit.
Where Our Shipping Responsibility & Melt-Free Guarantee Ends
If it is your intention to on forward the goods we ship to you, our responsibility for the condition of your chocolate ends when you receive it at the desination you provided to us. Our methods of refrigeration cover the initial transit only and do not last for an indefinite period of time. Any claims under our melt-free guarantee for products that have melted at a different location will be denied. If products are sent to incorrect addresses as a result of customer error, and need to be returned to sender, or redirected, our melt-free guarantee will not cover the redirection as the intended time for the products to be in transit has been extended. This also applies to damaged goods.