Shipping policy
Shipping
We dispatch Monday to Friday, excluding bank holidays, and we aim to dispatch all orders placed before midday on the same day.
What is the cost of shipping?
If you are in the UK, and if the total value of your order is under £95, a postage and packaging charge will apply. For most orders this is £4.90 for standard delivery. If your order is over £95 and you are a UK resident then the delivery will be free of charge. International orders are charged according to zone and weight of the order. You can use the shipping calculator to check out costs before proceeding to checkout.
Can I cancel my order?
Cancellation of an order can only be accepted if the order has not been fulfilled and collected by Royal Mail. If the payment method used charge us a fee for the cancellation this will be at the cost of the customer.
Do I have to pay a customs charge and or VAT?
There is no customs charge for UK. For EU orders you should not have to pay any extra VAT charges, but in some European countries are facing now some charges due to BREXIT, please look into this before placing your order.
If you live out-with the UK you may be liable to pay customs and import charges. Customs charges vary from country and country and we find that some of our deliveries get to our customers without a customs charge being incurred and others don’t. Our advice is to check with your local customs office for more information. Please be aware that some customs offices may open and inspect your parcel.
We have stopped delivering to the USA since May 2025, due to the new taxes and complications imposed by the new administration.
What if my order has not arrived?
If you are in the UK and delivery has not arrived within 6-8 working days of placing your order, please email sales@pacarichocolates.uk quoting the order reference number contained in the confirmation email we sent you. We will then investigate and respond to you accordingly. International orders can take longer to arrive from the UK, so please give enough time. Please also check with your neighbours and local Royal Mail delivery office, 99% of the time this is where non-delivered parcels are. Please take in mind that Royal Mail collects from the warehouse in the afternoon, so any order that has been placed after midday (UK time) will be sent the following day.
Please take in mind that Royal Mail collects from the warehouse in the afternoon, so any order that has been placed after midday (UK time) will be sent the following day.
Our warehouse does not work during weekends or bank holidays.
During festive season, Christmas, please look at the announcements and read our newsletter for guidance.
What do I do if my order arrives damaged?
We endeavour to make sure that all our lovely products are packaged suitably so that they reach you in perfect condition. Please contact us straight away via sales@pacarichocolates.uk and quote your order reference number that is on the top of the order invoice sheet. If the products are damaged please take a photo of it as we may need it for evidence when liaising with our courier company.
What do I do if the products are incorrect or there is any other problem?
Please contact us straight away via email sales@pacarichocolates.uk and quote your order reference number that is on the top of the order invoice sheet.
Is my postal packaging plastic free?
Yes, all the boxes, tapes and labels are plastic free. The packaging are recyclable and compostable.
Is my delivery and packaging carbon neutral ?
Yes, all the orders are sent on carbon neutral packaging and delivery service.