Welcome to the LOS Truffles website.
This website is owned and operated by LOS Truffles, which we may refer to as “us”, “we” or “our”. The term “you” refers to the user or viewer of our website.
By using our website, or making a purchase from us, you are agreeing to be bound by the following terms and conditions.
The contents of this website are for your general information and use, and may be subject to change without prior notice.
We reserve the right to change or modify any part of our website at any time without notice.
We reserve the right to correct any omissions, inaccuracies or errors relating to our products that may occur, including any that occur after you have made your order.
We also reserve the right to refuse orders from anyone, at any time and for any reason.
In the event that we have to change or cancel an order, we will attempt to contact you on the telephone number, email address or delivery address that you have provided us.
Our Products
Our products are made from natural ingredients, but they do contain nuts, dairy and branded alcohols. This is specified on our product description, but it is your responsibility to ensure before purchase that they are safe for you, or the person for whom they are intended, to consume, and that they do not contain personal allergens.
Our truffles are a fresh, chilled product and as such should be refrigerated as soon as possible on receipt.
Shipping
We currently only ship to mainland UK via Royal Mail Tracked 24 to ensure that our products reach you in the best possible condition.
Because our products are freshly made to order, please allow 48 hours from the point of order to the point at which we despatch your order via our carrier.
We do not despatch goods on Saturdays, Sundays or on any UK recognised Bank/Public holidays.
Please note that delivery delays are outside of our control, therefore we cannot accept liability on the basis of a delay.
We reserve the right to change carriers at any time without prior notice.
Please ensure that you provide us with the full and accurate address details including postcode and contact details, whether the order is for you or for a third party. We cannot accept liability for lost or delayed orders due to incorrect details. We also cannot accept liability for a recipient being unavailable to receive the order.
Our priority is to get our products out to you in the best possible condition. During the hot summer months, due to the fresh nature of our products, we reserve the right to suspend shipping until the temperatures drop. In these circumstances, we will attempt to contact you, thank you for your understanding.
Shipping Returns
In the unfortunate circumstances that your order is damaged during shipping, it is very important that you contact us immediately and retain the full product and packaging.
Items sent back to us without first requesting a return will not be accepted.
We strongly recommend that you obtain proof of postage when returning goods to avoid packages being lost, as we cannot accept responsibility for items that are lost in the post.
We will notify you once we have received and inspected your returned goods, and let you know if your refund/replacement has been approved. If so, you will be either refunded or a replacement will be sent out.
Please remember that it can take some time for your bank/credit card company to process your refund.
Prices and Local Delivery
Prices of our products may be subject to change without prior notice.
Each order you make may include a delivery charge, which may also be subject to change without prior notice.
A time slot for delivery of our product will be arranged at the time of purchase.
In the event that we are unable to deliver your order at the agreed time, we will arrange another time slot for your delivery, and will waive any delivery charge.
If however we attempt to deliver your order at the pre-arranged time and you are not available to receive it, or you have not specified an alternative delivery address, then we reserve the right to refuse a second delivery attempt. You will then need to contact us in order to arrange collection.
We request that you order at least 48 hours in advance of delivery as our products are freshly made to order.
Orders placed after 5pm on a Friday will not be available for delivery until the following Monday, excluding Bank holidays. No deliveries or collections will be made on Sundays or nationally recognised UK public holidays.
Payment
We accept all major credit and debit cards, except for American Express.
Offers and Promotions
Any offers or promotions we make are to be used independently and are not available in conjunction with any other offer.
Returns and Refunds
We endeavour to ensure that our products reach you in perfect condition. If you have an order with which you are not entirely happy, please contact us within 24 hours. We need to know if and how we can improve and how we can put things right for you.
However, because our products are made to order especially for you, we are unable to process returns or refunds on any orders that are simply unsuitable or unwanted.
If you wish to cancel an order you have made, we request that you do so within 24 hours of making the order or as soon as possible after ordering. As our products are especially made to order, we will be unable to sell them to anyone else, and we reserve the right to retain the cost of the product and delivery charge upon late cancellation.
