Shipping policy

Shipping & Collection Policy

Order Processing

All CALINEO products are handcrafted to order. Processing times vary depending on the product type, order size, and level of customisation.

Standard orders are typically processed and dispatched within 3–14 working days.

Wedding, event, corporate, and bespoke orders are produced according to agreed schedules, which will be confirmed in advance.

Please note that production times may increase during busy periods.

Delivery Methods

We use reputable courier services to deliver our products within the UK.

All orders are shipped using tracked delivery where available.

A tracking number will be provided once your order has been dispatched.

Delivery times are estimates only and cannot be guaranteed.

Delivery Times

Estimated delivery times are provided at checkout or agreed in writing for bespoke orders.

While we make every effort to meet stated delivery dates, CALINEO cannot be held responsible for delays caused by courier issues, weather conditions, industrial action, customs delays, or other circumstances beyond our control.

For weddings, events, and time-sensitive orders, we recommend arranging delivery at least 5–14 days before the required date.

Shipping Costs

Shipping costs are calculated at checkout based on the size, weight, and destination of your order.

Large, bespoke, corporate, or wholesale orders may require a separate shipping quotation.

Product Storage & Care

Our products are food items and should be stored according to the care instructions supplied with the product.

Once an order has been delivered or collected, responsibility for the safe storage and handling of the products passes to the customer.

CALINEO cannot accept responsibility for damage, deterioration, or loss of quality resulting from incorrect storage, exposure to heat, humidity, or other environmental conditions after delivery or collection.

Incorrect Address Information

Please ensure all delivery details are correct when placing your order.

CALINEO cannot be held responsible for delays, failed deliveries, or additional costs arising from incorrect or incomplete address information provided by the customer.

Any additional shipping costs incurred due to incorrect address details may be charged to the customer.

Damaged Deliveries

If your order arrives damaged, please contact us within 48 hours of delivery.

Please provide:

Your order number
Clear photographs of the damage
Photographs of the packaging where applicable

We will investigate the matter and, where appropriate, offer a replacement or refund at our discretion.

Click & Collect

We offer a free Click & Collect service for selected orders.

Once your order has been prepared and is ready for collection, you will receive an email confirming that it is available to collect.

Collection address:

CALINEO Artisan Chocolate
Exeter Business Centre
39 Marsh Green Road West
Marsh Barton
Exeter
Devon
EX2 8PN

Collection hours:

Monday to Sunday – 8:00am to 8:00pm

Orders will be clearly labelled and stored securely beneath the reception desk.

Please note that reception may not always be staffed depending on the day and time of collection. However, your order will still be available for collection during the stated collection hours.

Customers are responsible for collecting their orders promptly once notified. Upon collection, responsibility for the order transfers to the customer.

Please ensure products are stored appropriately after collection, particularly during warm weather.

If you are unable to collect your order within a reasonable period after receiving your collection notification, please contact us to make alternative arrangements.