Help Centre

Paccari Chocolate is a family-owned Ecuadorian company dedicated to making the highest quality organic chocolate in the world. Santiago Peralta and Carla Barboto built the business based on socially and environmentally sustainable principles to ensure that the production of their chocolate supports the well-being of local communities and the land. The word Pacari means "nature" in Quechua, an indigenous language of the Andean region. 

Fair Business Alliance Ltd  is delighted to be the UK & Ireland distributor for Paccari Chocolate since January 2015. We love this amazing range of ethical, luxury, organic, dark and raw chocolates and we hope that you do too.

We accept payment via most credit or debit cards, Google Pay, Apple Pay, Amazon Pay, Shopify Pay, Shop pay and also via PayPal.

BREXIT effects

We are still shipping to the EU but please be aware, that you may be subject to import charges of duty and/or VAT on your purchases.  We are sorry for all the inconvenience cause by Brexit, please check your local regulations.

Postage.

• We endeavour to dispatch orders on weekdays on the same day they are placed if they are processed before 12pm, orders made after that will be processed on the next working day.

• Free Standard Delivery for orders over £85 is made using Royal Mail 48.  There is an payed option to upgrade to Royal Mail 24. 

• These are tracked services. 

• International deliveries to Europe are made using Royal Mail Tracked.  

• International deliveries to all other countries are made using Royal Mail International Standard.

• There is a maximum weight limit of 2kg, including packaging, per order for international deliveries.  If you would like to order more than this, please place more than one order.

• If you require a tracked service to countries outside of Europe, please contact us for a quote.

• If your order does not arrive within 14 days of dispatch, please contact us either by email 

There is no customs charge for customers within the UK, but now due to Brexit customers in European countries in the EU or EFTA countries may fid them self being charge taxes (VAT and / or Import Duties). If you live out with these areas you may be liable to pay customs and import charges. Customs charges vary from country and country and we find that some of our deliveries get to our customers without a customs charge being incurred and others don’t. Our advice is to check with your local customs office for more information. Please be aware that some customs offices may open and inspect your parcel.

If you are in the EU or EFTA areas please read more on our Brexit section.

Perishable goods such as chocolate cannot be returned are not eligible for refunds. We only replace item(s) if they are defective or damaged and will exchange for the same item(s) only.  Paccari Chocolates are all produced and packaged in Ecuador and not in the UK. Quality control is of highest importance from the beginning to the end of their organic processes. If you believe an item is defective or damaged and in order for us to forward any concerns to Ecuador, please follow the steps below:

For items purchased directly from our website - please contact us by email at sales@pacarichocolates.uk with your order number, details of the product, LOT number and best before date. We retain the right to request a photo of the damaged product and also the return of any faulty products by recorded delivery. 

For items purchased through another store or website - please contact them directly and follow their refund and returns policies. You can copy us into any emails and we will liaise directly with them if needs be.

If you have received the product as a gift -  please contact us by email at sales@pacarichocolates.uk with details of the product, LOT number and best before date. If you do not have proof of purchase, we will ask you to provide a photo of the damaged product or return the original outer packaging to us. You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.

If you are unable to supply proof of purchase, nor proof of ever having received the product, by supplying us with the information outlined above, then no exchange will be given.

Cancellation of an order can only be accepted if the order has not been fulfilled and collected by Royal Mail. If the payment method used charge us a fee for the cancellation this will be at the cost of the customer.