Refund policy
We want your cacao to arrive safely and on time. Here's everything you need to know. If anything's unclear, just get in touch at orders@cacaoco.co.uk.
Delivery
We pack every order by hand in Brighton. Orders placed before 12pm on a working day are usually dispatched the same day. Orders placed later, or at weekends and on bank holidays, are usually dispatched within 1 to 2 working days.
We deliver across the whole UK, including Northern Ireland and the Scottish Highlands and Islands. If you're outside the UK, email us at orders@cacaoco.co.uk and we'll let you know if we can deliver to you.
- Standard delivery: £3.95, arriving in 3 to 5 working days with Royal Mail Tracked 48
- Free delivery on orders over £50
- Subscriptions: some plans include free delivery. You'll see the details when you choose your plan.
Once your order is on its way, we'll email you a tracking link.
Subscriptions
All subscriptions are billed monthly. Your first payment is taken and your first order dispatched when you sign up, then on the same date each month.
Changes and cancellations: You can pause, change or cancel your subscription from your account or by emailing orders@cacaoco.co.uk. Changes need to reach us at least 14 days before your next payment date, as we prepare each month's orders in advance. After that, that month's order will be processed and charged as normal, and your change will apply from the following month.
Rolling monthly plans can be cancelled at any time. Cancellation takes effect from your next payment date.
3, 6 and 12 month plans have a minimum term of 3, 6 or 12 monthly orders, in return for a bigger saving. You can cancel within 14 days of your first delivery under your statutory cooling-off rights. After that, you can cancel once your minimum term is complete. Your plan then continues monthly at the same price until you cancel.
Price changes: We'll give you at least 30 days' notice of any price change, so you can cancel before it takes effect.
Failed payments: If a payment doesn't go through, we'll try again and let you know. If it still fails, we may pause or cancel your subscription.
Stock: If something in your subscription is temporarily unavailable, we'll let you know and offer a similar alternative or a refund for that month.
Delivery address: Please update your address at least 14 days before your payment date. We can't be responsible for orders sent to an old address that wasn't updated in time.
Subscription offers, including free delivery, apply as described when you choose your plan, and may change for new subscribers.
If something's not right
If your order arrives damaged or isn't what you ordered, let us know within 7 days of delivery, with a photo if you can. We'll send a replacement or give you a full refund, whichever you prefer. This applies to our ready to drink glass bottles and cans too, which are packed carefully but do occasionally have a rough journey.
If your order hasn't arrived within 5 working days of dispatch, get in touch and we'll track it down or send another.
Returns
Cacao and drinks: For food safety reasons, we can't accept returns of cacao or drinks once the seal has been opened, unless they're faulty or we've sent you the wrong item. If something's not right, see above and we'll put it right.
Everything else: If you change your mind about any other item, you have 14 days from delivery to let us know, and a further 14 days to send it back. Items need to be unused and in their original condition.
To return something, email us with your order number and we'll send you the return address. Return postage is paid by you, unless the item was faulty or sent in error. We'll refund you to your original payment method within 14 days of receiving the item.
None of this affects your statutory rights under the Consumer Rights Act 2015.
Wholesale orders
Trade orders have their own delivery terms. Please contact us at connect@cacaoco.co.uk or visit our Wholesale page. Please also refer to our wholesale terms and conditions which are available on request.