Telephone 020 8878 8168

Terms and conditions

Please read these conditions carefully before using the Sandrine Chocolates website.
By using this website, you signify your agreement to be bound by these conditions. Sandrine Chocolates wants to offer you the best possible on-line shopping experience and we hope you or the people you have sent chocolates to as gifts are delighted with the quality of our chocolates. However if you have been sent chocolates, or indeed received a gift with which you are not entirely happy, please contact us with your comments and we will do all we can to put it right for you.

1. Security & Order Confirmation

When you place an order to purchase a product we will send you an e-mail confirming receipt of your order and containing the details of your order including transaction and order reference numbers. Your order represents an offer to us to purchase a product, which is accepted by us when we process payment for your order. Any products on the same order, which we have not confirmed in a Dispatch Confirmation e-mail to have been dispatched, do not form part of that contract. Please enter all of your details carefully and accurately as if you have incorrectly entered your email address your confirmation and dispatch email may fail. So long as payment has been processed successfully this will in no way affect your order.

2. Post & Packaging

Post & packing prices are based on orders to UK mainland addresses only. Standard delivery is by Royal Mail 1st class post and takes 1-2 working days for delivery. We usually despatch items two working days prior to the requested date if possible. We are unable to deliver on Sunday, bank holidays or the day immediately after a bank holiday. We are unable to guarantee the exact delivery date on items sent by 1st class post. If you have special delivery directions or the telephone number of the recipient these may be helpful to the postman or delivery driver and therefore please ensure you leave details in the appropriate field in the checkout section. Full valid postcodes are required for every order. We will not send any orders without one. If you provide an incorrect address, including the postcode, we do not accept any responsibility for a failure of an order to arrive or any costs involved in redirecting that order. Because delivery is handled by outside contractors we cannot guarantee delivery although we use our reasonable endeavours to ensure delivery on the date requested. Time is not of the essence in relation to this contract.

3. Damage & Tracing Parcels

In the event that your chocolate is damaged in transit please contact us within 24 hours of receipt. If products sent by Royal Mail are not delivered please contact us for details of the tracking and tracing procedure. If orders are considered by us to be lost in transit after a reasonable period time has elapsed we shall at our discretion either refund or resend the order. Should you fail to collect a parcel or re arrange delivery of your parcel after a failed delivery attempt and the parcel is returned to us by the post office or courier then you will incur a further postage charge for us to re send the parcel back to you.

4. Overseas Orders

We only deliver to addresses in the UK

5. Contact Details

For delivery, purchase or product queries please contact us using any of the following methods listed at the Contact Us page on the web site.

6. Prices & Product Details

All prices quoted are in £ Sterling. We endeavour to ensure that the information shown on the web site is as accurate as possible however we cannot guarantee that information and offer no warranties as to the accuracy. We cannot be held responsible for typographical errors on this site, including but not limited to those regarding price. We reserve the right to make changes to our web site including prices, products, ingredients and terms & conditions without any notice being given. All products and services are subject to availability and may be withdrawn from sale at any time. If for any reason goods ordered are not available You may be offered an alternative. This alternative will be offered by telephone or email. We will never ship an alternative product without obtaining authorisation beforehand.

7. Payment

We accept payment by Visa, MasterCard and UK debit cards. All orders are credit card sanctioned prior to dispatch, so please ensure that the details you provide us with are correct. We cannot accept responsibility for an order being held back as a result of incorrect or invalid payment details being given. We require you to supply the registered address of the Credit Card holder, which is used to validate your order with your selected credit card company. Failure to supply the correct details will result in your order being held pending the supply of the correct details. The total value of your order will be displayed on the order confirmation screen. The displayed price is the amount in pounds sterling that you will pay. In the event that your payment card is used fraudulently to make a purchase with Sandrine Chocolates you are entitled to cancel the said payment(s). If payment has already been made, you are entitled in accordance with the standing Consumer Protection Distance Selling Regulation (2000) to a re-credit or to have all sums returned to you by the card issuer.

8. Returns Policy

If for any reason you are not entirely satisfied with any product that you have purchased from us, because you feel they are either damaged or faulty, you may return it to us, at your expense, within 7 days from the date of dispatch. Provided it is returned in its original packaging and the product has not been consumed other than is reasonable to establish the quality of the product you are not happy with we will refund the entire purchase price including the cost of postage or alternatively we will exchange the item for you. If your returned chocolate is damaged, not in the original packaging or consumed more than was reasonable to establish the quality of product, we reserve the right to levy a charge commensurate with that loss.

9. Title

The title for goods supplied remains with us until full payment has been received.

10. Privacy

We take your privacy very seriously and are committed to providing users with an Internet experience that respects your privacy. When you make a purchase we need to collect certain information to process your transaction and fulfil your order, you can be confident we will not disclose your details to anybody unless required by law to do so or unless you have explicitly forbidden us to do so. We do not hold your credit card details online once the order has been completed.

11. Spam Attack

We only send emails to addresses that have been supplied directly to us by customers and we always remove addresses from our address book when requested to do so by those customers. We never spam.

12. Data Security

We endeavour to take all reasonable steps to protect your personal information. All the data collected by us is stored on a secure server. The secure server software encrypts all information you input before it is sent to us.

13. Data Protection Act 1998

We are not required to register under the Act (see “Core Business” exemption), however we are required to follow eight guiding principles laid down by the Act. These are:

• Fairly and lawfully processed
• Processed for limited purposes
• Adequate, relevant and not excessive
• Accurate and up-to-date
• Not kept for longer than is necessary
• Processed in line with the data subject’s rights
• Secure
• Not transferred to a country outside the European Economic Area (EEA), unless that country ensures the protection of the rights of the individual to whom the data relate

14. Your Account

If you use the website, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner.

15. Access to Our Website

We will do our utmost to ensure that availability of the website will be uninterrupted and that transmissions will be error-free. However, due to the nature of the Internet, this cannot be guaranteed. Your access to the website may also be occasionally suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services. We will attempt to limit the frequency and duration of any such suspension or restriction.

16. License for Website Access

We grant you a limited licence to access and make personal use of this website, but not to download (other than page caching) or modify it, or any portion of it, except with express written consent from us. This licence does not include any resale or commercial use of this website or its contents; any collection and use of any product listings, descriptions, or prices; any derivative use of this website or its contents; any downloading or copying of account information for the benefit of another merchant; or any use of data mining, robots, or similar data gathering and extraction tools. This website or any portion of this website may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without our express written consent. You are granted a limited, revocable, and non-exclusive right to create a hyperlink to the home page of our web site as long as the link does not portray us, our products or services in a false, misleading, derogatory, or otherwise offensive matter.

17. Your Conduct

You must not use the website in any way that causes, or is likely to cause, the website or access to it to be interrupted, damaged or impaired in any way. You must use the website for lawful purposes only and must not use the website for any of the following: • Fraudulent purposes, or in connection with a criminal offence or other unlawful activity • To send, use or reuse any material that is illegal, offensive, abusive, indecent, defamatory, obscene or menacing • In breach of copyright, trademark, confidence, privacy or any other right • Is otherwise injurious to third parties • Objectionable • Which consists of or contains software viruses, political campaigning, commercial solicitation, chain letters, mass mailings or any "spam", or • Causes annoyance, inconvenience or needless anxiety

18. Copyright

All content included on the website, such as graphics, logos, button icons, and images belong to us, and are protected by United Kingdom and international copyright laws.

19. Events Beyond Our Reasonable Control

We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause, which is beyond our reasonable control. This condition does not affect Your statutory rights.

20. Waiver

If You breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions.

21. Governing Law and Jurisdiction

These conditions are governed by and construed in accordance with the laws of England and Wales.

22. Statutory Rights

These conditions in no way affect your statutory rights.