UK Orders

Please note that "Next Day Delivery" refers to the next working day. We do not dispatch deliveries on weekends (Saturday and Sunday) or public/bank holidays.

Standard Delivery
We offer Royal Mail Tracked 48 for our Standard Delivery option. Delivery typically takes 2-3 working days from dispatch.

Royal Mail Tracked 24 is available for UK orders placed before 3:00pm GMT, Monday to Friday. This service generally delivers within 1-2 working days, with next-day delivery available if the order is placed before 3:00pm.

Orders placed after 3:00pm on Fridays through Sundays will be dispatched on the next working day.

Please note that Royal Mail Tracked 24 may not be available in some remote areas, such as the Scottish Highlands and Islands. If you are located in one of these regions, please contact our Customer Service team for further guidance.

For orders exceeding 4kg, we use Parcelforce.

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Working Days

Our working days are Monday to Friday, excluding bank holidays. Please be aware that we cannot guarantee delivery dates, as transit delays may occur outside our control.

We use Royal Mail and Parcelforce for UK deliveries. Parcelforce will be used for deliveries over 4kg.

European & International Orders
European and international orders typically arrive within 3-10 working days from dispatch, though they may arrive sooner. We use Royal Mail for all European and international orders.

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Duties and Taxes

CACAO AND MOON is based in the UK. If you reside in a country where duties are applicable on goods sent from the UK, please note that these charges are NOT included in the cost of your order. The payment of duties is the responsibility of the recipient. As of 1st January 2021, this also applies to shipments to the EU and Ireland.

CACAO AND MOON is not responsible for any additional duties, taxes, or customs charges incurred for international shipments.

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Dispatch Confirmation

Once your order has been dispatched, you will receive an email confirmation along with a tracking number (if a valid email address is provided). The tracking will be for either Royal Mail or Parcelforce, depending on the delivery method used.

For UK addresses, including offshore locations (such as Northern Ireland, Jersey, Isle of Man, and other islands), as well as highlands and islands, we reserve the right to use the most cost-effective shipping service. If necessary, we may use alternative delivery methods without prior notification.

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Lost or Delayed Orders

If you do not receive your order within 5 working days, please check the tracking information. If the issue cannot be resolved with Royal Mail or Parcelforce, please contact us immediately. It is the customer’s responsibility to report lost items within 7 days of receiving the dispatch notification.

In cases where the order is not received within the expected timeframe, we will follow up with our service providers to locate and deliver your parcel, which may take up to 5 working days.

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Compensation and Claims

Customers must follow Royal Mail/Parcelforce’s claims process or our own process for lost or delayed items. Failure to comply with these procedures may result in the denial of any refund.

CACAO AND MOON is not liable for any delays in delivery or for the performance of delivery services, regardless of the cause. This includes but is not limited to strikes, lock-outs, industrial disputes, system/network breakdowns, floods, fires, explosions, or accidents.

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Address Updates

If you change your address, it is your responsibility to update your details in your account. You can do so by logging into your account. We are not liable for any orders shipped to an incorrect address if you have not updated your details.

We are not responsible for any failure or delay in delivering your order, or for any damage or defects to goods caused by events or circumstances beyond our control, including but not limited to strikes, system failures, floods, fires, or accidents.