Postage & Returns
Postage, Returns and Refunds
Postage
We currently ship parcels out on Mondays, Wednesdays and Fridays; we can only guarantee shipping orders placed before 10 am on the day.
You are responsible for ensuring that the delivery address you have given us is correct.
We are not responsible for any delays on your delivery due to an incorrect address.
UK: You can select Royal Mail Tracked 24 or Tracked 48 at checkout. You should receive your order within 1-2 working days respectively, but bear in mind that we only dispatch orders on Mondays, Wednesdays and Fridays, so delivery might take an extra day. Membership orders are shipped via Royal Mail Tracked 48.
EU: Orders under 2kg to Europe are dispatched via Royal Mail International Tracked, and via DHL if above 2kg. All parcels to Greece, UAE and South America are dispatched via DHL, regardless of the weight.
Please note that custom duties might apply at your end and these are your responsibility to cover.
Cacao does not incur VAT charges. If you are ordering any other product, the UK VAT element will be deducted from your order and reimbursed to you after checkout.
Rest of the World: We ship to most countries. You can check if your country is on the list once you get to the checkout.
International parcels under 2kg are sent with Royal Mail International Tracked and delivery can take up to 30 days depending on location. Parcels above 2kg (when packed) are sent via DHL; they can take 3-4 days to schedule for collection and up to 2 weeks to arrive, depending on location, customs and VAT at the receiving end.
If you wish to receive your cacao via DHL please contact us directly for a quote on sales@ritualcacao.co.uk.
Returns & Refunds
We accept returns for defective or un-opened products only. To be eligible for a return, your item must be unused and in the same condition that you’ve received it. You must return the parcel within 30 days of receiving it.
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. A refund will be processed and a credit will automatically be applied to your credit card or original method of payment within 14 days. Please be advised that some packages take longer than others to arrive so please only put in a claim if the parcel has not been delivered within one month of posting.
We will not replace or refund any item not in its original condition, damaged or incomplete for reasons not due to our error. If you are returning a product in good working order then you will be responsible for covering the return postage costs. We will cover the cost of returning defective items.
If your order is delayed more than 1 month and all your details are correct, we will send you a new parcel. If an order is returned to us due to an incorrect address, you will be responsible for the expense of reshipping. Payment details will be provided.
For EU and International orders please contact us before returning your item or placing a claim. The cost of international returns is more than twice the cost of dispatch - we will be forced to pass this cost onto you when the consignment arrives back to us. This is part of our terms and conditions. Check our EU and International page for more information.
Please email us directly on orders@ritualcacao.co.uk to arrange a replacement, or to request a refund.