Shipping policy
Last updated: 16th June, 2026
This Shipping Policy applies to orders placed through the Italian Bear Chocolate website.
This website is operated by Italian Bear Chocolate Limited.
Italian Bear Chocolate Limited
41 Broadwick Street, Carnaby, London, W1F 9QL, United Kingdom
Email: info@italianbearchocolate.com
Company Registration Number: 08308535
1. Order processing
We aim to prepare and process orders as quickly as possible.
Processing times may vary depending on the products ordered, availability, preparation time, order volume and the delivery or collection method selected at checkout.
Some products, including cakes, fresh items, handmade chocolates, gift boxes and preorder items, may require additional preparation time.
If a product is made to order, fresh, personalised or available for preorder, the estimated preparation or fulfilment time will be shown where possible on the product page, cart, checkout or order confirmation.
2. Delivery options
Available delivery options will be shown at checkout.
Depending on your location and the products in your order, delivery options may include:
- local delivery;
- courier delivery;
- scheduled delivery;
- collection from our store.
Delivery options may vary depending on your postcode, the delivery date selected, product availability and whether the items in your order are suitable for delivery.
We reserve the right to refuse or cancel delivery to certain addresses where delivery is unavailable, impractical or unsuitable for perishable goods.
3. Delivery times
Any delivery times shown on our website are estimates only and are not guaranteed.
We will do our best to deliver your order within the estimated timeframe, but delays may occur due to traffic, courier delays, weather, seasonal demand, high order volumes, supply issues or events outside our reasonable control.
We are not responsible for delays caused by third-party couriers, incorrect delivery information or circumstances outside our control.
If your order is delayed, we will do our best to update you where possible.
4. Perishable goods
Many of our products are perishable food items. This includes, but is not limited to:
- cakes;
- chocolates;
- truffles;
- pralines;
- fresh products;
- handmade products;
- made-to-order products;
- items with a limited shelf life.
It is your responsibility to make sure someone is available to receive the order at the delivery address during the expected delivery window.
Perishable goods should be received promptly and stored correctly after delivery.
We are not responsible for damage, spoilage, melting or deterioration caused by:
- no one being available to receive the order;
- an incorrect or incomplete delivery address;
- delivery being refused;
- access not being available;
- failure to collect the order;
- failure to store the product correctly after delivery;
- delays caused by the customer;
- delays or issues outside our reasonable control.
5. Incorrect delivery information
Please make sure your delivery address, postcode, email address and phone number are correct before placing your order.
We are not responsible for failed or delayed deliveries caused by incorrect or incomplete information provided at checkout.
If you notice an error in your delivery details, please contact us as soon as possible at:
We will do our best to update the details, but changes are not guaranteed once the order has been accepted, prepared, dispatched or passed to a courier.
6. Failed deliveries
If a delivery fails because no one is available, the address is incorrect, access is unavailable, the order is refused, or the courier cannot complete delivery, we may not be able to offer a refund.
For perishable goods, redelivery may not always be possible.
If redelivery is available, an additional delivery charge may apply.
7. Collection orders
If you choose collection at checkout, your order must be collected from the location shown on your order confirmation.
Our collection address is:
Italian Bear Chocolate
41 Broadwick Street, Carnaby, London, W1F 9QL, United Kingdom
You must collect your order on the agreed date and within the agreed collection window.
You may be asked to show your order confirmation, order number or proof of identity when collecting your order.
Because many of our products are fresh or perishable, we may not be able to refund orders that are not collected on time.
8. Preorder items
Some items may be available for preorder.
If your order contains preorder items, the estimated fulfilment time will be shown where possible.
Preorder times are estimates only and are not guaranteed. Delays may occur due to production, supplier availability, courier delays or other circumstances outside our control.
If your order contains both in-stock and preorder items, we may hold the full order until all items are ready, unless we agree otherwise.
9. Delivery charges
Delivery charges will be calculated and shown at checkout before you complete your order.
Delivery charges may vary depending on your location, delivery method, order value, product type and delivery date.
Any free delivery offer, if available, will be subject to the conditions shown at the time of purchase.
10. Damaged, faulty or incorrect orders
Please inspect your order as soon as it arrives.
If your order arrives damaged, faulty, spoiled, incorrect or not as described, please contact us as soon as possible at:
Please include:
- your order number;
- your full name;
- a clear description of the issue;
- photographs of the product, packaging and delivery condition where relevant.
We will review the issue and, where appropriate, offer a replacement, refund, partial refund or store credit.
Please do not dispose of the product or packaging until we have reviewed the issue, as we may need photographs or further information.
11. Missing orders
If your order has not arrived within the expected timeframe, please contact us at:
Please include your order number and delivery details so we can investigate.
Where a courier tracking number is provided, you should also check the courier tracking information for updates.
12. International shipping
At this time, we may only offer delivery within selected areas of the United Kingdom.
If international shipping is available, this will be shown at checkout.
International orders may be subject to customs duties, taxes, import charges or delays. These charges are the responsibility of the customer unless stated otherwise.
Because our products are food items, some products may not be suitable or available for international shipping.
13. Changes to this policy
We may update this Shipping Policy from time to time.
The latest version will always be available on this page. The date at the top of this page will show when the policy was last updated.
14. Contact us
If you have any questions about shipping, delivery or collection, please contact us at:
Italian Bear Chocolate Limited
41 Broadwick Street, Carnaby, London, W1F 9QL, United Kingdom
Email: info@italianbearchocolate.com
Company Registration Number: 08308535