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All information on this website is Copyright of Caley''s of Norwich Ltd. No part of the site, including all text, graphics, photographs and other intellectual property, may be reproduced in any format without our prior permission in writing. Any links to external sites are for the interst of our customers - we cannot be held responsible for any of their content.

• Buying & Cancellations
• Shipping & Delivery
• Notes About Packaging
• Security & Privacy
• Returns Policy
• Company Details

Buying & Cancellations

Buying from our site is very simple and is dealt with securely by our secure credit card handling facility with WorldPay (see www.worldpay.com for more info) or using your PayPal account.

Cancellations:
If you wish to cancel an order that has been placed, you may do so by notifying us in writing quoting your personal details and order reference number, by email or post.
We can not take verbal instructions to cancel orders.
Orders cancelled but NOT dispatched, at the time written cancellation notice is received
- will be refunded in full.

Orders cancelled but ALREADY dispatched, at the time written cancellation notice is received
- due to the perishable nature of the goods, we may have to charge you the full amount of the order.
- you may return the goods (see returns policy)
- if the goods are sent back to us and can be re-stocked we will refund the value of the goods only (not postage charges). We may have to charge any charges by delivery companies for sending goods back to us..

Out of Stock & Partial Orders
Occasionally we may run short or are out-of-stock of goods for your order. In these situations we will let you know as soon as we are sure. You can ask for an immediate refund or we may agree to:
- provide alternatives or substitutes
- or to send you part of the order whilst you wait for stock to arrive
- or to hold the whole order whilst you wait for stock to arrive

Shipping & Delivery

We calculate our delivery charges based on the weight of your total order. The best economies are found when the order is larger - purely because this is the way it works with Royal Mail and our courier CityLink.
Please allow up to 5 working days for delivery. The CityLink service is a Next Day service from the day it leaves our factory. This does not mean that you will necessarily receive your goods the next day after you place your order (as we need time to collate, package and have your order collected). We will process your order as soon as possible, which normally means within 24 hours, Monday to Friday. If, for any reason, this is not possible we will contact you with an estimated date of despatch.
Failed Deliveries: Please note that we cannot accept responsibility for failed Royal Mail deliveries once the goods have left our warehouse. Royal Mail deliveries do not get returned to Caley''s if they fail and therefore we are unable to refund any failed deliveries ordered to be delivered by Royal Mail. An order to be delivered by CityLink will not be classed as un-fulfilled if you were unavailable to take delivery. This is recorded by CityLink on their website and proof can be provied by email if requested from Customer Services. In any case, if we cannot prove that the consignment was dispatched to the address that was given for the order, we will initiate a full refund.

Notes About Packaging

When we ship your order we may be re-using the box that it comes in so please don't be surprised if it the parcel you receive doesn't look like new - the products will! We strive to minimise our packaging usage and where possible use recyclable and/or biodegradable materials. For example, the bubble wrap we use is fully biodegradable and on occasion we will re-use other forms of padding within your parcel - so long as they do not compromise the quality of our products.

Security & Privacy

Your payment card is securely and automatically processed by WorldPay or PayPal, depending on which payment method you choose. Both companies are leaders in the industry.
We do not receive any payment card information - only a confirmation that the transaction has been successfully authorised. We therefore do not record any payment card information.
We do receive personal details about you. We will not pass on your personal details to any one or organisation.
Payments by phone
If you do not wish to complete your purchase through our website, or are having problems, please telephone us on 01264 781 611. You can then ask for Caley''s Website Payments and pay using a credit or debit card over the phone. This transaction is made using WorldPay and the above still applies.

Returns Policy

We strive to ensure all of our products meet our high standards of quality. If, however, there is a problem with the products you recieve please return them, within 7 days of receipt, to: Customer Services, Caley''s of Norwich Limited, Crest House, Middle Wallop, Stockbridge, Hampshire, SO20 8EG.
Please note that we cannot accept responsibility for any damage to the products caused by the climatic conditions once the goods have left our warehouse, such as high temperatures causing the chocolate to melt. When sending a return to us, you are responsible for the safe carriage of the product back to us. You should return any product to us via a suitably insured means based on the value of the product. This means that the full value may be recovered by you if the product is lost or damaged. Refunds will be processed within 30 days from the date you tell us of a product return and refunds will not be issued until the product has been received by us in its original or delivered state. The Postage & Packaging charge and, if relevant, the WorldPay or PayPal transaction fee may (at our discretion) be deducted and the balance refunded.

Company Details

Caley's is a member of the Unicheq Group of companies.
Head Office Address: Crest House, Middle Wallop, Stockbridge, Hampshire, SO20 8EG.
Tel: +44 (0) 1264 781 611 Fax: +44 (0) 1264 781 709
VAT Registered No. 188904221