Changing and cancelling your order
We are sorry that in most circumstances, it is not possible to make changes to your order once you have placed it. If you would like to add products to your order, please place a new order for these items.
- For UK Customers
UK Delivery Information
Due to high demand, orders are taking a little longer to process, we thank you for your patience.
If there is nobody present to receive your delivery, a card will be left for you.
All items leave our store in perfect condition, Charbonnel et Walker cannot be held responsible for damage sustained in transit.
Northern Ireland and the Channel Islands are UK.
For EU Customers, duties and taxes have been calculated within the shipping costs. No extra duties or taxes should be added upon delivery to EU destinations.
We cannot post out items to a PO box or a free post address.
For orders to arrive in time for Valentine’s, please place your order by Thursday 11th February by 1pm to ensure your order will arrive in time for Valentine’s on Saturday 13th February by Royal Mail.
Option 1: Free Shipping on all orders of £50 or above. Standard post – up to 500g. (4-5 working days)
Option 2: Standard post – up to 500g. (4-5 working days)
Option 3: ** Please note due to the high volume of orders , this option is temporarily unavailable. Premium post – up to 15kg. Next Working Day Delivery (Trackable). Please ensure to place your order by mid-day to receive your order the following day. We are unable to deliver on weekends with this service, if an order is placed on Friday, delivery will be the next working day on the Monday.
Cost: £12.00 ** Please note due to the high volume of orders , this option is temporarily unavailable.
Option 4: Deliveries to the Middle East with our Cool Shipping Service. Please note we advise this option is selected to prevent your chocolates from melting.
الشرق الأوسط – خيارات الشحن: نظراً لدرجات الحرارة المرتفعة في بلدان الشرق الأوسط، لا يمكننا شحن أي شحنات إلا بواسطة خدمة شحن مُبرَّد لتجنب ذوبان الشوكولا.
وتبلغ تكلفة خدمة الشحن المُبرَّد 450 جنيهاً إسترلينياً.يرجى اختيار هذا الخيار عند إتمام عملية الشراء أو الاتصال بفريقنا على عنوان البريد الإلكتروني [email protected] ليتولى أحد أفراد فريقنا مساعدتكم في إتمام طلبكم. وبعد إرسال الطلب، احرصوا على التواجد في العنوان المحدد لاستلام الشحنة في موعد توصيلها لكي لا تذوب الشوكولا. شكراً لكم على تعاونكم!
في حالة الطلبات الكبيرة التي يزيد وزنها عن 5 كغ، تبلغ تكلفة خدمة الشحن المُبرَّد 900 جنيه إسترليني.
Friday and Weekend Orders
Orders placed on a Friday before 12pm will arrive as a normal Royal Mail service (within 3-5 days).
Any orders placed after 12pm on a Friday and over the weekend will not be despatched until the following Tuesday or Wednesday, or if a Bank Holiday weekend, then the Thursday,
Next Day Delivery – ** Please note, this service is temporarily unavailable due to the high volume of orders we are receiving.
Please place your order by 12pm to receive your delivery on the next working day. For orders placed on a Friday after 12pm, orders will be sent out on the following Monday.
For urgent orders, please contact the Bond Street store on 0207 318 2075 (Monday – Saturday 11am -5pm).
Delivery Information Worldwide
We do not use Royal Mail for overseas deliveries.
Middle East: Due to the high temperatures across the Middle East we can only ship items with a Cool Shipping Service to prevent the chocolates melting. This Cool Shipping Service costs £450. Please select this option at check out or contact our team on [email protected] who will be able to assist with your order.
Rest of World: For deliveries outside of the Middle East, we use a FedEx international priority service which is a fast, superior delivery service for you, enabling us to get your chocolates to you as quickly as possible.
If a Cool Shipping service is not selected, please note our chocolates are sent in packaging that is not temperature controlled. Please be aware of this if shipping is required for a very hot climate. We would advise the Cool Shipping option is selected.
All shipping is subject to customs clearance.
Shipping – 1 to 4 working days (trackable).
Shipping – 1 to 3 working days (trackable).
- From £20.00 (up to 2.5kgs)
- From £35.00 (2.5kgs – 5kgs)
- From £65.00 (5kg – 9kg)
Rest of the World
Shipping – 1 to 5 working days (trackable).
- From £30.00 (up to 1.5kgs)
- From £60.00 (1.5kg – 5kgs)
- From £110.00 (5kg – 9kg)
- Orders over 10kg please call our Old Bond Street store on 0207 318 2075 for information.
Cool Shipping Service – Middle East
Dear Customers, due to the high temperatures across the Middle East we can only ship items with a Cool Shipping Service to prevent the chocolates melting. This Cool Shipping Service costs £450. Please contact our team at [email protected] if you would like further assistance or information.