These are the general terms and conditions between Knoops ("we" or "us") and anyone who buys from us ("you"). Knoops (OL) Limited, is a private limited company registered in England and Wales (company number 12472764), our registered address is 4th Floor 18 St. Cross Street, London, England, EC1N 8UN

Contact

You can contact Knoops via the following methods:

• Through our contact form
• Or write to us at: Knoops, 4th Floor, 18 St. Cross Street, London, EC1N 8UN

Please don't hesitate to contact us if you would like to access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information.

Shipping

Delivery is free on all orders of £40 or more. Orders with a value of less than £40 will incur a delivery charge of £3.95. Unfortunately, we are unable to deliver outside mainland UK. All deliveries should arrive in 3-5 working days. Express delivery (1 - 3 working days when ordered before 1pm Monday-Thursday) is £6.95 and Saturday delivery will be treated as next day delivery if the order is placed Saturday-Thursday. Your order will only be delivered on a Saturday when the order is placed after 1pm on Thursday and before 1pm on a Friday. This option is £7.95.

Satisfaction guarantee

Online purchases can be refunded in line with our T&Cs, by contacting us here. In store purchases, please return to any of our stores with proof of purchase. Unfortunately online orders can't be returned to stores.

Pricing

All prices quoted include VAT where applicable. These terms and conditions shall be governed by English and Welsh law and we both agree to the non-exclusive jurisdiction of the English and Welsh courts.

Use of our products

When purchasing our products, you agree that these are only to be used for personal private use and will not be used for commercial resale. In particular, and without limitation, you agree not to use our chocolate flakes to make chocolate drinks which you sell.

Liability

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

As the products are for private use, if you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products; and for defective products under the Consumer Protection Act 1987.

Delays

If our supply of our products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

Complaints

If you believe that your intellectual property or other rights are being infringed by Knoops, or if you are dissatisfied with Knoops or any aspect of our service, in the first instance please contact us here.

Privacy

We want everyone who interacts with us, to feel comfortable with how any personal information you share with us will be looked after or used. Please read our Privacy Policy for more details.

Cookies

We use cookies to help identify your computer so we can tailor your user experience, track shopping basket contents and remember where you are in the order process. Please read our Cookies Policy for more details.

Cancelling and returning goods if you change your mind

You have a legal right to a “cooling off” period within which you can cancel the Contract for any reason.

This period begins once your Order is complete and We have sent you your Dispatch Confirmation, i.e. when the Contract between you and Us is formed.

The cooling off period ends 14 calendar days after the day on which you receive the Goods.

If you wish to exercise your right to cancel, you must inform Us of your decision within the cooling off period. You may do so using via contacting us using any of the methods stated above.

We may ask you why you have chosen to cancel and may use any answers you provide to improve Our Goods and services, however please note that you are under no obligation to provide any details if you do not wish to.

Please note that you may lose your legal right to cancel if you have unsealed the Goods after receiving them. Please ensure that you return Goods to Us no more than 14 calendar days after the day on which you have informed Us that you wish to cancel.

Refunds under will be issued to you within 14 calendar days of the following:

• The day on which We receive the Goods back; or
• The day on which you inform Us (supplying evidence) that you have sent the Goods back
• If We have not yet provided a Dispatch Confirmation or have not yet dispatched the Goods, the day on which you inform Us that you wish to cancel the Contract.

Refunds will be made using the same payment method that you used when ordering the Goods.

Returning your product because you changed your mind.

Please contact us to arrange to return your item unused and in the original condition (all packaging intact and in an unused condition) with proof of purchase within 14 days, and we’ll give you an exchange or refund, as long as your returned product meets our terms & conditions. Unfortunately we do not cover returns postage.

Returning a faulty item

If your product (makers and shakers only) develops a fault within 14 days of purchase, please return with proof of purchase and we’ll exchange or refund it. After 14 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.

Which products can't be returned?

The following products won’t be eligible for exchange or refund (unless faulty as described):

• Products you received over 14 days ago
• Products that have been opened or unsealed (other than where necessary to inspect)
• Products without original packaging or labels
• Products or packaging in poor condition
• Products that contain your personal data or have been manufacturer-registered
• Gift cards
• Perishable goods (eg. Chocolate flakes, marshmallows) which have an expiry date

Please note that if you return products which are outside our T&Cs or if you don’t have proof of purchase, we’re unable to process a refund, so please keep your receipt or order confirmation.

Items purchased outside of this period may be covered under the manufacture warranty, in which case please contact the manufacturer directly who will be able to help you with your enquiry.

Promotions

Welcome offer
Use this on your first online order, the code will only work if you are signed up. The offer is not valid on hot chocolate shakers or makers, gift packaging or gift cards. If you have any of these products - or gift sets that include them - the discount won't be applied. It can't be used in conjunction with any other offer.

For all app promotions, please see app terms here.