Shipping policy

Collection Details -

If you’ve selected factory collection, we’ll send you an email as soon as your item(s) are ready to collect.

When you arrive, please ring the doorbell at our small warehouse (signed “Choco Storage”), and a member of the team will come out to greet you and fetch your order.

Please have your order details to hand when you arrive.

Collection times:
Monday–Friday, 8am–5pm (subject to factory closure days).

Any upcoming factory closures will be shown on the banner at the top of our website.

Delivery Scheduling-

We’re unable to hold orders or schedule delivery for a specific day. All orders are processed as soon as they’re placed and usually arrive within 2-4 working days.

Please note: emailing us to request a delay in dispatch or delivery isn’t possible, as we don’t have a system to manage this.

Discount Codes and Free Shipping

Free shipping applies on the total order value, after any discounts have been applied.

Free shipping only applies when the total is £40, after any discount codes.

Allow enough time!

Please note that we do not offer refunds or returns for delivery times. We ship all products using Royal Mail standard shipping. We aim to get your box to you within 3 working days. While we strive to ensure timely delivery, delivery times may vary depending on your location and other factors beyond our control. 

Please keep in mind that returning your item will require you to cover the shipping expenses, and these costs are not eligible for refunds. In the event of a refund, the initial shipping charges will be subtracted from the total refund amount.

Seasonal Delivery Spikes

Easter

Please allow extra time for your Easter orders to arrive.
Easter is one of our busiest periods, and during seasonal peaks we can’t always guarantee that our standard delivery times will apply. Ordering early is strongly advised to avoid disappointment.

Christmas

Christmas always brings a rush 🎄
We recommend placing your Christmas order as early as possible and not leaving it until the 22nd of December. In the run-up to Christmas, standard delivery times may not apply due to very high order volumes and courier demand.

Summer

☀️ If we enter a hot patch, we will automatically pause shipping when temperatures rise above 25°C and will dispatch all orders once things cool down again.

We do not take responsibility for chocolates arriving melted, so please do check your local weather forecast before placing your order.

If you would still like your order shipped during temperatures above 25°C, please email us with your order confirmation and confirmation that you accept the risk of heat damage, and we will happily dispatch your order for you. ☀️

Yearly Closures

One of Catherine’s personal goals when she founded Catherine’s Originals at just 18 was to ensure that every single team member receives additional time off each year.

She strongly believes in everyone getting a proper break over the festive period — time to rest, reset, and step away from the busyness of life.

Because of this, we close Catherine’s Originals after the Christmas rush each year. The exact dates vary annually, but we typically close from 23rd December until early January. During this time, the factory fully shuts down for rest, maintenance, and R&D.

  • Orders placed during this period will be shipped upon return

  • Collections are not available while we are closed

  • Customer service emails are still monitored, but responses may be slower than usual

This is an ethos we are proud to protect as Catherine’s Originals continues to grow 💗

2026 Christmas Closure Dates

Wednesday 23rd December 2026 – Tuesday 5th January 2027