To our wonderful customers
Thank you so much for bearing with us during these uncertain times. These last few weeks have been a huge shock to everyone and we hope you are all managing to stay safe, healthy and sane whilst following the government guidelines.
We are a small team and with one of us self-isolating and one home-schooling, that leaves one person to make, package and post chocolate orders as well as answering all emails and phone calls.
We are open for business, however please bear in mind that there will be delays with delivering your items to you. The delay is currently a minimum of four weeks. Royal Mail's service has also been affected by the restrictions set by the UK Government in response to Covid-19 so there may be extra delays once your order leaves our kitchen.
We know it is frustrating to have to wait such a long time for your order and we did consider closing the online shop completely to avoid disappointing anyone, however we have the ingredients and we have someone to make it. We just don't have the usual team working together to speed everything up. We have decided for now to stay open for orders but we ask for your patience and understanding.
You can help us by only emailing or calling if it is absolutely essential. We've created an FAQ that should cover any questions you might have. As you can imagine, we get a lot of emails and if we are spending all our time replying to them, that is time spent where chocolate is not being made or packaged. We are not Amazon and we cannot do next day delivery at the best of times - and for good reason. Our chocolate is made to order and packaged by hand; not by machines. This is part of what makes it so special but this does take time, and without our usual dream team working together it will take longer.
If the wait simply doesn't work for you, then please don't place an order at this time. We'll welcome you back in the future and keep you updated on our mailing list as everything gets back to normal. The last thing we'd want is to disappoint you. Once your order is placed, you can add to it, but your chocolate has gone into production. If you've made a mistake and request a refund within 48 hours of placing your order, we'll absolutely honour it. Otherwise there are no refunds for losing your patience.
If you can be kind to us given the conditions and demand we're up against, you will be treated to a discount code for your next order (excuse the shameless bribery)! We'll pop this inside your order when we send it to you.
To reassure you, hand washing and wearing protective clothing is part of our standard hygiene routine and with just one person in the little Welsh kitchen at this time, it is a very low risk operation.
Thank you so much for your patience and understanding. The warmth and kindness we have received from our customers over the past few weeks has been so appreciated and gratefully received.
The Little Welsh Chocolate Co.