Shipping policy

Shipping Policy

Last updated: 3 November 2026

Every Natcha Nibs order is hand-packed in Hexham, Northumberland. This policy explains how and when we ship, what it costs, and what happens if something goes wrong. It forms part of our Terms of Service. Nothing in this policy affects your statutory rights as a consumer.

1. Where we deliver

We currently deliver to addresses in the United Kingdom only. We are not able to accept orders for delivery outside the UK at this time, including to the European Union, the Channel Islands, the Isle of Man or British Forces (BFPO) addresses.

  • If an order is placed for delivery to an address outside the UK, we will cancel it and refund it in full.
  • We are unable to ship orders to a UK address for onward forwarding abroad. If we become aware that an order is going to a parcel-forwarding service, we may cancel and refund it.
  • We hope to offer international delivery in the future. Sign up to our newsletter to be the first to know.

2. Order processing and dispatch

  • Orders placed Monday to Thursday are packed that evening and handed to the courier the next working day.
  • Orders placed Friday, Saturday or Sunday are dispatched on Monday.
  • Orders placed on a UK bank holiday, or the day before one, are dispatched on the next working day.
  • During peak periods (such as Christmas, Easter and Valentine’s Day), events, or exceptional circumstances, dispatch may take up to 3 working days. We will let you know if your order is affected.
  • Once your parcel has been dispatched, you will receive a shipping confirmation email with a tracking number.

3. Shipping rates and delivery times

  • Standard tracked delivery (Royal Mail Tracked 48): £5.99
  • Free UK delivery on orders of £50 or more (after discounts)
  • Estimated delivery: 2–3 working days after dispatch. Royal Mail aims to deliver Tracked 48 parcels within 48 hours, but this is a target, not a guarantee.
  • Deliveries to the Scottish Highlands and Islands, Northern Ireland and other remote areas may take longer.

Delivery times are estimates provided by our courier and start from the day of dispatch, not the day you place your order. We cannot be responsible for delays caused by the courier, severe weather, strikes or other events outside our control.

4. Your delivery address

  • Please check your delivery address carefully at checkout. We ship to the address you provide.
  • If you notice a mistake, contact us as soon as possible. We can only change an address before your order has been dispatched.
  • If a parcel is returned to us because of an incorrect or incomplete address, or because it was not collected, we can re-send it once the additional shipping cost has been paid.
  • If you ask the courier to leave your parcel in a safe place or with a neighbour, it is considered delivered once left there.

5. Chocolate and warm weather

Our chocolate is pure, made without stabilisers, emulsifiers or artificial additives. This makes it naturally sensitive to temperature. Every chocolate order is sent in heat-protective packaging, but once your parcel is with the courier, the temperature it is exposed to is outside our control.

  • Warm conditions during transit or after delivery can cause chocolate to soften, change shape or develop “bloom”, a pale white or grey surface. This is a natural reaction of pure cacao butter and sugar to temperature.
  • These changes affect appearance only. The chocolate remains safe to eat, and its flavour, quality and ingredients are unchanged.
  • Because of this, changes in shape, colour or surface appearance caused by temperature are not considered damage or a fault, and are not grounds for a replacement or refund.
  • Please bring your parcel indoors as soon as possible after delivery and store chocolate in a cool, dry place (ideally 15–18°C) away from direct sunlight. Softened chocolate will set again once stored somewhere cool.

6. Damaged, missing or lost parcels

  • Damaged or incorrect items: please contact us within 5 days of delivery, with your order number and photos of the parcel, the packaging and the products. Damage means, for example, broken or crushed packaging, opened or leaking products, or items that are not what you ordered. Temperature-related changes to appearance are covered in section 5.
  • Missing items: please contact us within 5 days of delivery.
  • Parcel not received: please contact us if your order hasn’t arrived within 10 working days of dispatch. We will open an investigation with the courier.
  • If tracking shows your parcel as delivered but you can’t find it, please check with neighbours and around your property first, then contact us. We will help you make a claim with the courier.

Contacting us within these timeframes helps us resolve the issue quickly and claim with the courier. If you miss them, please still get in touch: we will always do our best to help, and your statutory rights are not affected. For details of how we put things right, see our Refund Policy.

7. Subscriptions and wellness plans

Subscription orders and multi-day wellness plans follow the same dispatch times and rates, and are available for UK delivery only. Each delivery is processed on its scheduled date, or the next working day if that date falls on a weekend or bank holiday.

8. Contact us

  • Email: info@natchanibs.com
  • WhatsApp: +44 7867070005
  • Address: Natcha Nibs, 4a Market Street, Hexham, Northumberland, NE46 3NU, United Kingdom

We may update this policy from time to time. The version shown at the time of your order applies to that order.