Standard Delivery

Standard deliveries will arrive between 3 - 5 working days (excluding Saturdays, Sundays and bank holidays) from the dispatch date. Our standard delivery service is fulfilled by Evri, who use local lifestyle couriers; this makes things more convenient for you as local couriers can deliver any time up to 9:00pm. Orders placed before 11:00am will normally be dispatched the same day - otherwise, they will be dispatched on the next working day (excluding weekends and bank holidays).

You'll be able to track your order 72 hours after dispatch. If nobody’s home to sign for your goods when we arrive, the driver may leave them in a secure location at his or her discretion.

As there is potential for deliveries to be fulfilled outside of normal working hours, this delivery option is not suitable for deliveries to hospitals or businesses.

Please note: if you want to send an order to multiple addresses, you will need to email or phone our Customer Services team, where an additional £3.95 charge will be incurred for each address added to the order.

Pickup location

Deliveries will arrive at your specified Pickup Location within 3 - 5 working days (excluding weekends and bank holidays) from the dispatch date.

Our Pickup Location delivery service is fulfilled by Evri (ParcelShop), who use local lifestyle couriers; this makes things more convenient for you as local couriers can deliver any time up to 9:00pm to your local pickup location.

Orders placed before 11:00am will normally be dispatched the same day - otherwise, they will be dispatched on the next working day to your specified Pickup Location (excluding weekends and bank holidays).

You will be notified via SMS/email once your parcels are ready for collection at the specified Pickup Location. You then also receive reminders +1 and again +2 days after arrival date.

You or a representative can collect your parcels with the following forms of ID (of the Recipient):

• Photo Driving License
• Valid Passport
• Photo Id Card
• Utility Bill
• UK Biometric card
• Council Tax Statement
• Your Order Confirmation
• Debit / Credit Card
• NI Electoral Card

Named Day Delivery

Named day deliveries are fulfilled by Evri and are delivered between 7:00am and 6:00pm Monday - Friday (excluding bank holidays).

To receive your chocolates via our named day delivery service, you will need to place your order before 4:00pm Monday - Friday. Named Day Delivery orders placed after this time, or on a Saturday or Sunday, will not be delivered until the following working Tuesday.

If you are not going to be home within delivery hours, the courier will leave a calling card for you to rearrange a suitable time and date. If you know that nobody will be home during delivery hours, we would recommend delivery to an alternative address instead. If your goods become unsuitable as a result of non-delivery (for example, exceeding their best before date), we cannot accept liability.

To track your order, simply follow the link in your dispatch email.

Out of area postcodes

Due to the remote nature of some locations, there are some postcodes within the UK to which we unfortunately cannot offer our named delivery services. Deliveries to these postcodes will instead be made via our standard delivery service, and will arrive within 7 days (excluding Sundays and bank holidays) following the dispatch date. Orders placed before 11:00am will usually be dispatched the same day.

Delivery Restrictions

Orders Containing Alcohol

Please remember that it is an offence to purchase or attempt to purchase alcohol if you are under the age of 18.

Chocolate Models

Chocolate models includes Easter Eggs, Plaques and Other Shapes

Due to the fragile nature of these items, we are unable to offer international delivery on orders containing these products.

Personalised Products

For select products from our personalised range, you will need to place your order before 12:00pm midday (Monday - Friday, excluding bank holidays) to receive your product the next working day.

Business/Hospital Addresses

We know that people are busy and can’t always be available to receive a delivery, so we’re more than happy to deliver to reception/post room/security areas and accept signatures from authorised representatives; however, this is only available with our named day delivery option.

PO Box and Freepost Addresses

Unfortunately we can’t accept orders to addresses containing a PO Box number or FREEPOST addresses.

BFPO Addresses

We know that our Armed Forces love a treat when overseas, but delivery to them can be tricky! These orders are dispatched by Royal Mail via the internal military post and may be subject to delays, so we can’t guarantee delivery on a specific day or the condition that it will arrive in if the weather is warm.

Incorrect Addresses

We always ship to the exact address details you enter, so make sure to check you’ve given us the correct information before you place your order. If you’re unsure, try the Post Office address finder as we can’t accept liability for late or failed deliveries due to an incorrect address.

Weight Per Parcel

We can send as many products as you wish up to 10 kg per delivery charge. This is limited to 5 kg for international deliveries; for orders exceeding this weight, please call us on +44 (0) 845 121 1911. Due to the nature of some , additional delivery charges may apply.

Weather Restrictions

During times of adverse weather conditions e.g. snow, flooding or unusually hot weather, we reserve the right to delay deliveries depending on the weather conditions in the part of the country the delivery is going to or being transported through.

We will always make every effort to deliver your order on time. Should our services be affected, we will update our website with details of any delays we are experiencing.

At Thorntons, we are dedicated to ensuring that we deliver our products with care, to make sure that you receive the quality chocolates you expect.

During the warmer weather we take extra precautions to ensure the heat does not affect any of our deliveries, these include removing certain shipping options and transporting during the evenings. This can mean your order may take a little longer than usual to arrive.

However due to the exceptionally high temperatures sometimes experienced across the UK we may delay the delivery of selected orders in areas with high temperatures. You will receive a dispatch notification once your order is on its way.

We apologise for any inconvenience caused. We have taken this decision with the interests of our customers in mind as we want to continue to deliver the best possible quality products.

You’re still able to place an order using our standard delivery method. We will keep hold of your order at our temperature controlled warehouse and dispatch it as soon as the temperature cools. You will receive a dispatch email once your order is on its way.

FAQ's

Why is there a delay?

During the warmer weather we take extra precautions to ensure the heat does not affect any of our deliveries, these include removing certain shipping options and transporting during the evenings. This can mean your order may take a little longer than usual to arrive.

You’re still able to place an order using our standard delivery method. We will keep hold of your order at our temperature controlled warehouse and dispatch it as soon as the temperature cools. You will receive a dispatch email once your order is on its way.

Why am I unable to order for delivery tomorrow?

Due to the exceptionally high temperatures sometimes experienced across the UK we may delay the delivery of all orders until further notice.

When will my parcel be delivered?

We will keep hold of your order at our temperature controlled warehouse and dispatch your order as soon as the temperature cools. You will receive a dispatch email once your order is on its way. It may take up to 14 working days, however could be sooner.

How do you select areas which are cool enough?

We carefully monitor the local temperature of many regions across the UK daily. If we believe the temperature will remain cool enough in a region we will dispatch the orders due for delivery in that region. We also work closely with our courier network’s local dispatch centres to understand which regions we can deliver to without risking product quality.

My order has already arrived melted, what shall I do?

We are really sorry that your order hasn’t arrived as it should, please contact our customer support team who will be able to help.

Why don’t you use temperature control vehicles?

Using these types of vehicles would significantly increase the cost of the delivery which is something that we do not want to pass over to the customer. So with that in mind we made the decision not to use temperature control vehicles - However we are exploring all options to ensure we can deliver during high temperature in the future.

Why do I have to pay delivery when there is a delay?

We are holding orders back from being delivered, however the delivery charge is still required in order to deliver your chocolate gifts once the temperature has dropped.

When will my payment be taken?

For orders placed using a debit or credit card, your account will be debited upon successfully purchasing your products. Please note it could take up to 24 hours for this to show in your account.

For orders placed using PayPal, your PayPal account will be debited upon successfully purchasing your products. PayPal do, however, offer the option to make payment following delivery of goods. To set this as your default payment method please log in to your PayPal account.