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1. Cancelling Your Order (Before Dispatch)

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You may request to cancel your order within 24 hours of placing it by email, provided it has not yet been dispatched.
Email: mokayacocoa@stockbridge.com.

Once an order containing perishable items (all chocolate and confectionery) has been dispatched, it cannot be cancelled.

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2. Returns of Non-Perishable Items

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For eligible non-perishable goods (e.g., mugs, socks, tea towels), the Consumer Contracts Regulations 2013 give you a 14-day right to cancel from the day you receive your items.

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To request a return:
Email or call us within 14 days of receiving your order.

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Items must be:

• Unused

• In their original packaging

• In a condition suitable for resale

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Please note that unless the item is faulty, return postage is your responsibility.

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3. Items That Cannot Be Returned

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For hygiene or safety reasons, we cannot accept returns of:

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• Perishable food items, including all chocolates and confectionery

• Earrings

• Unsealed or opened items that cannot be resold for hygiene reasons (e.g., worn socks)

• Personalised or custom-made products (if applicable)

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This does not affect your rights if the item is faulty or misdescribed.

 

4. Faulty or Misdescribed Items

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If any item arrives damaged, faulty, or not as described, please contact us within 48 hours with details and, where possible, photographs.

Under the Consumer Rights Act 2015, you may be entitled to a repair, replacement, or refund depending on the issue.

For perishable goods, faults include:

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• Spoiled or damaged products on arrival

• Incorrect items sent

• Packaging damage affecting product quality

 

5. Damaged or Lost Parcels

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• Please check packages on delivery. If the outer packaging is visibly damaged, sign as “damaged” where possible.

• Report any damaged goods within 48 hours.

• If your parcel does not arrive, contact us so we can begin an investigation with the courier.

• If the courier confirms the parcel is lost, we will refund or resend your order.

• If a parcel is returned to us because it was not collected or delivery could not be completed, additional postage will apply to resend it.

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6. Refunds

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Refunds for eligible returned items will be issued to your original payment method within 14 days of us receiving the goods.

Refunds for faulty items will be processed once the issue is confirmed.

Your statutory rights are not affected.