Terms of service

The Canny Chocolate Company is committed to providing exceptional service and handmade, high-quality products. If you require any further information regarding our products, workshops, or services, please contact us before placing an order or making a booking.

All orders, purchases, bookings, workshops, and website use are subject to the terms and conditions outlined below.

Our key policies, including our Allergen Policy, Health & Safety Policy, Safeguarding Policy, Risk Assessment, and insurance information, can be viewed on our Policies & Compliance page:
https://thecannychocolatecompany.com/pages/policies-documents

Allergens

If you have any allergies or dietary requirements, you must inform us before placing an order, making a purchase, or booking a workshop.

Our kitchen handles a wide range of allergens, including milk, peanuts, tree nuts, gluten, soya, sulphites, sesame, eggs, and mustard. As a result, we cannot guarantee an allergen-free environment.

By ordering, purchasing, or booking a workshop with us, you acknowledge and understand the risk of allergen exposure and cross-contamination.

Our full Allergen Policy can be viewed on our Policies & Compliance page:
https://thecannychocolatecompany.com/pages/policies-documents

Description of Products

Every effort has been made to ensure that product descriptions are accurate. However, as our products are handmade, there may be slight variations in appearance, colour, size, weight, and texture due to ingredient availability and production methods. This does not affect the quality or taste of the product. All weights are approximate.

Refunds and Returns

Due to the perishable nature of our handmade chocolate products, we are unable to accept returns or offer refunds unless an item is faulty or there has been an error with your order.

If there is a problem with your order, please contact us within 48 hours of receipt with photographs and a description of the issue. We will review each case individually and may offer a replacement, credit, or other appropriate resolution at our discretion.

Delivery Options and Charges

Payment is required in full at the time of ordering. We dispatch chocolates using Royal Mail Tracked 48® unless otherwise stated.

While we aim to dispatch orders as soon as possible, during peak periods orders may take 7–14 working days. If you require your order by a specific date, please contact us before ordering.

Delivery may be delayed during warmer weather to protect the quality of the chocolates.

Items are securely packed; however, we cannot accept responsibility for delays, melting, breakages, or damage that occurs during shipping once the order has left our premises. We are also not responsible for missing orders caused by incorrect address information provided at the time of ordering.

Gift Vouchers

Gift vouchers can be redeemed online and in-store and are valid for 6 months from the date of issue.

Lost, stolen, or damaged gift vouchers are not the responsibility of The Canny Chocolate Company. Gift vouchers cannot be exchanged for cash or used to purchase other vouchers.

If purchasing a gift voucher for a workshop, please note that workshops are typically held on Saturdays. If you are unsure of a suitable date, we recommend purchasing a gift voucher to redeem at a later time.

Local Click and Collect

Collection is available from:

Unit 301, South Shields Business Works
Henry Robson Way
South Shields
NE33 1RF

Please contact us if you need assistance with your collection.

Workshops and Classes

By booking a workshop with The Canny Chocolate Company, you agree to the following terms and conditions.

Bookings and Cancellations

Once a workshop is booked, it is non-refundable and cannot usually be rescheduled. If you are unsure of your preferred date, we recommend purchasing a gift voucher instead.

In exceptional circumstances, rescheduling may be possible at our discretion. Please contact us as early as possible.

Shared workshops require a minimum number of participants. If this number is not met, we may contact you to offer an alternative date.

Workshop Accessibility & Practical Information

Our chocolate workshops are hands-on and interactive, with each participant making their own chocolates under the guidance of our experienced chocolatiers. We keep class sizes small to ensure a relaxed, friendly, and personalised experience.

Most workshop activities take place around our chocolate-making benches, and participants should expect to be on their feet for much of the session. Our workshop space offers step-free access and accessible toilet facilities. Where needed, we can provide a lower-height working area to help make the experience more comfortable.

If you have any accessibility requirements or would like to discuss whether a workshop is suitable for your needs, please get in touch before booking. We'll be happy to talk through the workshop format and any adjustments we may be able to make to support your visit.

Participants must follow all safety and hygiene instructions at all times. We reserve the right to refuse service, sale, or participation where, in our reasonable judgement, there is a risk to health and safety.

If the advertised tutor becomes unavailable, we may substitute with an appropriate tutor.

Workshop Allergies and Dietary Requirements

You must inform us of any allergies or dietary requirements before booking.

Our kitchen handles a wide range of allergens, and we cannot guarantee a completely allergen-free environment. By booking, you acknowledge and accept this risk.

Further details can be found on our Policies & Compliance page:
https://thecannychocolatecompany.com/pages/policies-documents

Age and Suitability

Participants in our Signature Adult Workshops must be aged 12 or older. Anyone under 18 must be accompanied by a paying, participating adult.

For Family Workshops, there is no minimum age, but children must be able to work safely and comfortably at kitchen bench height unaided. For safety reasons, stools or standing aids are not permitted. All children must be accompanied by a paying, participating adult.

Family Workshops are designed for adults and children to enjoy together, so adults attending without a child will not be admitted.

For Private Workshops, there are no fixed age restrictions, although all participants must be able to take part safely and appropriately.

Due to space restrictions, we cannot accommodate spectators, babies, toddlers, or pushchairs in the kitchen.

SEND and Access Requirements

We warmly welcome participants with Special Educational Needs and Disabilities and want everyone to feel included.

As our kitchen can be a busy, sensory-rich environment, please contact us before booking so we can discuss how best to support you.

Where possible, we may be able to arrange a short pre-workshop visit to help familiarise participants with the space.

Please note that we may not be able to safely proceed if essential needs are only raised on the day, and refunds may not be possible in such cases.

Health, Hygiene, and Safety

We maintain high standards of hygiene and safety at all times.

All participants must follow safety instructions and wear appropriate protective items where required.

Our full Health & Safety Policy and Risk Assessment can be viewed on our Policies & Compliance page:
https://thecannychocolatecompany.com/pages/policies-documents

Personal Belongings

Please bring only essential personal items. We cannot accept responsibility for any belongings brought into the venue.

Drinks on arrival are provided, and you may bring your own drink in a bottle with a secure lid. External food and drink are not permitted in the kitchen.

Arrival and Workshop Duration

Please arrive no earlier than 10 minutes before your scheduled start time.

Workshops typically last as long as advertised, but duration may vary depending on the pace of the class.

Late arrivals cannot be refunded or rebooked.

Privacy

We take your privacy seriously and will only use your personal data to provide the products and services you have requested. Information is stored securely and not shared unless legally required.

Force Majeure

We are not liable for delays or failure to perform due to events outside our reasonable control, including weather, illness, supply chain disruption, courier disruption, or postal delays.

Intellectual Property

All website content, branding, photographs, product descriptions, recipes, and workshop materials remain the property of The Canny Chocolate Company and may not be reproduced or used without written permission.

Website Usage

By using our website, you agree not to misuse it. We reserve the right to update content, products, policies, and terms at any time.

General Information

If you have any questions, allergies, access needs, or special requirements, please contact us before ordering or booking.

By using our website, placing an order, making a purchase, or booking a workshop, you agree to these terms and conditions.