Terms & Conditions


It is our aim to bring you the very best in products. If you like our products please tell your friends – if you don’t please tell us!


Security & Privacy

When making payment you will be transferred automatically to secure pages and your payments processed through our secure site to process your payment transaction safely and securely.In accordance with the standing Consumer Protection Distance Selling Regulations (2000) we will mail you details of your order and confirmation details of payment.

It is our policy not to sell or pass on any personal details. We will store and process any details you provide at the time of registering or purchasing to help support our service to you and from time to time we will provide you with details of our products and special offers.



You have the option to include a message with your gift when ordering.

We reserve the right not to include or edit any messages that we consider may cause offence to the recipient.

There is no requirement to include a message with your gift. However please note that if we are contacted by the recipient to request the name of the sender we will always disclose this information. We regret that we cannot even if requested withold the name of the sender under any circumstances.



All payments are processed by Paypal to ensure that you enjoy maximum security and peace of mind when making payment online.

We accept the following credit/debit cards:

  • Mastercard
  • Visa
  • JCB.Commercial
  • Visa Debit
  • Electron/Delta

We cannot accept Maestro payments online. If you wish to pay by Maestro we can take your order by phone

All prices quoted include 20.00% VAT.

Payment will be processed at the time of order. The name and billing address given must be the same as the registered name and address of the cardholder. Failure to supply correct details may result in your order being delayed until you supply the correct details. In accordance with the standing Consumer Protection Distance Selling Regulations (2000) we will mail you details of your order and confirmation details of payment.

You will be mailed your order confirmation by Shills of Cockermouth.

You may cancel your order at any time up until 2.00 pm on the requested day of dispatch. Should you wish to cancel your order please contact our customer services on 01900 823 000.


Multiple orders?

No problem! If you require several orders to be sent to different addresses please process these as one order for delivery to your own address and email us the delivery details and messages quoting your order.

Please also type ‘Multiple orders’ in the message box. You must tick the multiple delivery address box so we will know to look out for your email.



All orders received by 3.00 pm can if requested be dispatched same day. We do not dispatch goods on Saturday or Sunday. Please note – we do not offer a same day delivery service.

All UK deliveries are made by Royal Mail or Parcel Force. Unless you have requested and paid for our Guaranteed Next Day delivery service you should allow 2 – 10 working days for delivery.

Our products are delivered in a rugged outer cardboard carton to ensure that our products reach their destination in good condition.

If we are delivering your order to a third party address (for example as a gift to a friend) you must please ensure that you provide us with a full and accurate address including the correct postcode. We will not be liable for orders lost or delayed due to wrong or incomplete
address details.

Delivery is deemed to have been made when delivered to the address provided. We will not be liable if the delivery fails for any reason to reach the intended recipient.

If we are delivering to a business or institution address, delivery will be made to the address that you have selected. Shills of Cockermouth shall be deemed to have delivered your order to the intended recipient by delivering it to the reception area or post room of that address.

Please note that we are unable to deliver to an address containing a P.O. Box Number.

Should there not be someone in to accept delivery during working hours or if the courier considers that your order will not fit through the letter box a card will be left informing the recipient that they have tried to deliver. They will request that the recipient contacts their local sorting office to arrange collection or to re-deliver at a suitable date.

We accept no liability if delivery is not made due to the recipient not being available or due to the recipient failing to contact their local Royal Mail sorting office within a reasonable time to arrange collection or re-delivery.

UK Delivery Area: United Kingdom includes Scotland, England, Northern Ireland and Wales.

Please note that we cannot offer specific delivery times for worldwide destinations. Delays at destination countries such as customs inspections are beyond our control.

If returning goods please obtain a proof of posting from your delivery service provider. Without this we cannot be responsible for any items that fail to reach us.

It is the senders responsibility to establish if the gift has been delivered on the day requested. We do not monitor delivery. If for any reason your gift has not been delivered please inform us immediately and we will track your delivery for you and try to reunite your recipient with your gift as quickly as possible. It sometimes happens that the recipient does not respond to the while you were out card – or indeed does not receive the while you were out card. We can still arrange a redelivery or for the recipient to collect from their local post office but can only do so if advised of the non delivery by the sender or the recipient. If the item is not collected within one week Royal Mail will return your package to us. We will then offer to resend by Royal Mail post at no additional charge to either the sender or the intended recipient. We will not offer a refund or a replacement in this instance as the item cannot be resold and the delivery failure is beyond our control.

We do not despatch orders over the weekend. Orders placed after 3.00pm on Friday will be sent out on the following Monday. So if you place a Guaranteed Next Day delivery order on Friday after 3.00pm
it will be sent out on the following Monday for delivery before 2.00pm the next day.

If you have placed your order before 4.00pm and would still like it to be despatched on the same day please let us know and we will do our very best!


If you are in any way dissatisfied with our products or our service we will always do our best to ensure that we resolve the problem to your satisfaction.

We comply with the standing Consumer Protection Distance Selling Regulations (2000). You may return any unopened non food items within seven working days from date of receiving it for a full refund. Please note that our chocolates are perishable goods and are therefore exempt from this Regulation.

If our goods arrive damaged or faulty in any way please contact us before returning the goods either by email orders@shillsofcockermouth.co.uk or ring 01900 823 000.