Delivery Information
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FREE STANDARD DELIVERY WHEN YOU SPEND £10 OR MORE USING CODE DELIVERY10 IN YOUR BAG.
We want to make it as easy as possible for you to share our lovingly crafted Thorntons chocolates. So whether you’ve got an occasion in mind or just want to cheer someone up, all the information you need on how we deliver a special treat can be found below.
Please contact us if there’s anything you’d like to talk through with one of our team.
Pick Up Location
£3.95
Delivery to your specified Pickup Location within 5-7 working days
Maximum order value is £60 (due to size restrictions)
Fulfilled by Hermes ParcelShop
Named Day Premium Delivery
£5.95
Delivery between 7:00am to 6:00pm Monday - Friday (excluding bank holidays)
Delivery between 7:00am to 2:00pm Saturdays
Orders Containing Alcohol
We can only deliver items containing alcohol products to mainland UK addresses via our Named Day Delivery services. Please remember that it is an offence to purchase or attempt to purchase alcohol if you are under the age of 18.
For further information please contact us on +44 (0) 800 454537.
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.
Orders containing personalised sleeves are currently unavailable with our Named Day service.
Flowers
Thorntons flowers are only available via Named Day Delivery service and will be fulfilled between 8:30am and 6:00pm Monday - Friday (excluding bank holidays) and 8:30am and 2:30pm Saturday. To receive an order via Named Day Delivery, your order will need to be placed before 4:00pm Monday - Friday (excluding bank holidays). We are currently unable to offer Standard, International or Same Day delivery on orders containing flowers.
Should your recipient not be at home, the courier will attempt to leave the flowers with a neighbour or in a safe place on the recipient’s property. However, if this is not possible, the courier will leave a ‘calling card’ to arrange a re-delivery. Please note that if additional products, including gift cards, are ordered along with flower bouquets, these will all be delivered on the same day but not at the same time, as they are dispatched via different couriers.
Flowers can be delivered via our Named Day service almost anywhere in mainland UK (subject to availability). Delivery to the following out of area postcodes will be subject to delays:
AB, BT, FK19, FK20, FK21, GY, HS, IM, IV, JE, KA27, KA28, KW, PA20, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PA39, PA40, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA60, PA61, PA62, PA63, PA64, PA65, PA65, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PH, PO30, PO31, PO32, PO33, PO34, PO35, PO36, PO37, PO38, PO40, PO41, PO49, TR21, TR22, TR23, TR24, TR25, ZE
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.
For deliveries to hospitals, it’s best to check that they will accept the items you’ve ordered; hospitals don’t usually permit flower deliveries to Intensive Care Units, but some will place flowers outside the ward for the benefit of visiting families, whilst others refuse products to minimise risk of infections.
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 products, additional delivery charges may apply.
IN THE EVENT OF WARM WEATHER, WE MAY DELAY SOME DELIVERIES.
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.
Where is my nearest store?
Find your nearest store here
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.