Help & FAQs
We deliver to the whole of the UK and this includes, Northern Ireland , The Channel Islands & the Isle of Man. We also deliver to mainland Europe and Worldwide. We recommend that customers out-with the UK (particularly for larger orders) contact Cocoa Mountain for advice on the best shipping option.
NEXT DAY DELIVERY
We will endeavour to despatch orders received before 12 noon the following day, unless you specify a delivery date in advance. Unless you request otherwise, we send all packages by Royal Mail, Tracked 24 Hour service which we find to be the fastest and most reliable method.
Standard UK Mainland delivery is FREE for online and telephone orders
* Free delivery is only applicable for UK mainland deliveries
EXPORTS
We offer shipment of our chocolates to specified EU countries for a small surcharge which will be calculated at the checkout. However, we do not recommend shipping our perishable products to warm countries. As we have no control the amount of time taken to delivery & over the temperature during transit and upon arrival abroad, we cannot accept responsibility for melted products if you choose to ship goods internationally. Should you require goods dispatched by fast courier please email us at info@cocoamountain.co.uk for pricing and confirmation.
For exports to non-specified countries, a shipping quote will be calculated on receipt of order with no minimum order value
Payment accepted
You can pay using any of the following methods:
Credit/debit cards:
Or you can send us payment in the post using a cheque or you can use a direct money transfer
All orders are positively credit card sanctioned prior to despatch, 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. If you are ordering from a non United Kingdom address the appropriate exchange rate will apply.
In the unlikely event that your payment card is used fraudulently to make a purchase with Cocoa Mountain Ltd, you the consumer, are entitled to cancel the said payment(s). If payment has already been made, you, the customer, 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.
The Cocoa Mountain CHOCOLATE BAR is located in the Balnakeil Craft Village , half a mile north-west of Durness - the most north-westerly village on mainland Scotland .
Travelling north from Inverness to Durness, it is impossible not to travel through breathtaking scenery. We would recommend travelling via Bonar Bridge and Lairg taking the A838 from Laxford Bridge , OR the glorious west coast route via Ullapool , OR via Thurso, Bettyhill and Tongue on the North Coast
All roads offer unrivalled sightseeing, not to be missed.
[map]
Security is the main consideration for online purchasing which is why we take security very seriously at Cocoa Mountain.
Whenever your personal information is sent to or from us we ensure that the information is sent securely using the latest SSL encryption (Secure Socket Layers). This means that the information cannot be intercepted and decrypted by anyone else - for tech-heads, we use a variable SSL encryption at 256 bit dependant on the browser capabilities. All of your orders and details are kept in a secure database on our webserver and can only be accessed by key members of the Cocoa Mountain staff and are not shared with anyone else.
But don't take our word for it!
Whenever you use the site you will see the padlock icon by the URL (web address). If you click on the padlock it will bring up more details about our security certificate including the encryption level.
You can also tell you are in a secure area by looking at the url of the page (in the address bar of your browser). This will always start with " https:// " instead of plain old http://
If you have any other questions about our security, please feel free to contact the webmaster
If you wish to talk to a human being about anything relating to Cocoa Mountain Ltd or the website, or if you have any general queries you can phone us on +44(0)1971 511233. This is a standard rate line, so calls will not cost more than normal. Our offices are open from 9am-5pm (GMT) Monday to Friday except for bank holidays, but you can send us an email to info@cocoamountain.co.uk at any time and we will respond as quickly as possible - we have a skeleton staff monitoring emails when we the offices are closed.
Cocoa Mountain Ltd endeavours to produce the freshest hand crafted chocolates and truffles. Thus as a result, we aim to deliver the best possible customer experience, and we therefore adhere to and if possible exceed, all current and proposed legislation in addition to trade body guidelines. The conditions detailed below do not affect your statutory rights according to United Kingdom law.
Chocolate Products
Product and packaging are subject to change or substitution without prior notice. If necessary we will substitute for an equal or higher priced item directly, as the majority of our orders are time critical and we may not have time to contact you. If time is available we will attempt to contact you.
Cancelling your Order
When shopping with Cocoa Mountain , you can be assured of complete peace of mind.
You may cancel your order at any time, up until 12 noon on the day previous to that which you have requested that it is despatched. In the event that you wish to cancel your order, please contact us on +44(0)1971 511233.
In accordance with the Distance Selling Directive (2000) you may also cancel your order at any time without reason, within 7 working days of delivery. Should you wish to cancel your order and receive a refund, you must confirm this in writing and return the complete packaged item(s) to:
Cocoa Mountain , 19A Balnakeil Craft Village , Durness, Sutherland , IV27 4PT
Please be aware that you will be liable for any postage costs incurred as a result of returning items to Cocoa Mountain and you should ensure that you obtain proof of postage as you send it back. We regret that a refund can only be provided for items received back by us. This does not affect your statutory rights.
Damaged items:
All our chocolate gifts are despatched in perfect condition, as we take the utmost care in wrapping them. If any items are unfortunately damaged in transit by circumstances out with our control, you can return them to us at the address above. Once we have received the item, we will refund the full purchase cost of that item or send out a replacement by return & refund reasonable postage costs incurred.
Card Messages
We can include a special handwritten message with your gift. This will be reproduced as you type it, directly onto the message card.
We reserve the right to reject any message that we consider might offend the recipient for defamatory, racist, offensive, abusive, indecent, obscene, menacing or in breach of confidence, copyright or any other legal rights.
Ordering
There is no minimum order value
Sales Department hours: Monday - Friday 9am - 5p
If you have any complaints about Cocoa Mountain, regarding orders, products or anything else please contact us on +44(0)1971 511233 or send an email to info@cocoamountain.co.uk . We take complaints and problems seriously and promise to:
- acknowledge your complaint within 5 working days
- keep you informed throughout the complaints procedure
- do our best to remedy any mistakes fairly