1. GENERAL
1.1. Belco Chocolates, with its registered address at 58-C Khayaban-e-Muslim, D.H.A Phase 6, Bukhari Commercial Area, Defence Housing Authority, Karachi, 75500, Pakistan, operates the website https://belcochocolates.com/
1.2. We specialize in chocolates, desserts, confectionery, gift boxes, hampers, and related products under the brand name "Belco Chocolates".
1.3. This shipping and delivery policy ("Policy") outlines our procedures regarding the delivery and shipping of products purchased through the Belco Chocolates platform.
1.4. We are committed to providing a seamless customer experience and work with reputable logistics partners to ensure timely and reliable delivery of your purchased products.
2. TERMS OF SHIPPING AND DELIVERY
2.1. Dispatch and Delivery Timeline: We use our own delivery arrangements and/or third-party logistics service providers depending on the location and order type. Delivery times vary by location, product availability, preparation requirements, traffic, weather, and order volume. The estimated delivery time shown at checkout or communicated with your order should be treated as an estimate. For delivery queries, please contact us at +92 301 1136709. Please note that the delivery timeline provided is subject to change due to unforeseeable circumstances and should only be used as a general indication.
2.2. Information for Delivery: To ensure timely delivery, we have to collect specific information like your name, shipping address, billing address, landmarks, contact details, etc. It is your responsibility to provide accurate information. We shall not be liable for delivery failures or delays due to inaccurate information.
2.3. Delivery Attempts: After the initial delivery attempt, we will contact the cardholder via their registered email address or phone number. If the cardholder allows for a second attempt, additional charges may apply for subsequent attempts.
2.4. Delay in Delivery: Although we strive for punctual delivery, delays can arise due to logistical challenges, weather conditions, political disruptions, or unforeseen circumstances. We are committed to keeping you well-informed about any delays and the anticipated next delivery date. All communications regarding delays will be documented on the appropriate channel, ensuring you are aware of these channels. In the event of any disputes, these communications can serve as compelling evidence.
2.5. Actions of Delivery Personnel: We engage reputable delivery partners; however, we are not liable for acts or omissions of delivery personnel. Any disputes between you and delivery personnel must be resolved independently.
2.6. Tracking Information: After your order is confirmed or dispatched, available tracking or order-status information may be sent by SMS, email, phone, or through the order status on our website. Tracking availability may vary depending on the delivery method and courier.
2.7. Delivery Charges - Pakistan: Delivery charges, if applicable, are calculated based on the delivery location, order type, and available delivery method, and will be shown at checkout or communicated before confirmation.
3. GOODS/SERVICES NOT RECEIVED
3.1. Definition: A 'Goods and Services Not Received' situation refers to circumstances where a customer does not receive the ordered goods or services within the expected timeframe or as described in the purchase agreement. This can include instances such as failed delivery attempts or non-receipt of the goods despite successful delivery confirmation.
3.2. Eligibility: This policy applies to all orders placed with us. Any customer who makes a purchase with us is eligible for this policy regarding 'Goods and Services Not Received' situations.
3.3. Delivery Address and Confirmation: Goods will be dispatched to the shipping address provided by the customer during the order placement process. Our delivery process is contactless, and we do not provide a physical sign-off as proof of delivery. However, the proof of delivery is provided by our third-party delivery partner. This proof of delivery clearly states the sender and receiver of the package. In case of any dispute, we will provide this proof of delivery as evidence against the nature of the dispute.
3.4. Confirmation of Delivery: We will issue a tracking number for your parcel, serving as confirmation that the goods have been dispatched to the provided shipping address.
3.5. Timeframe: Customers must report a 'Goods and Services Not Received' issue within 7 working days from the expected delivery date. Working days exclude weekends and public holidays.
3.6. Reporting: To report a 'Goods and Services Not Received' issue, contact our Customer Service team at +92 301 1136709 or info@belcochocolates.com and provide your order details and any available delivery information.
3.7. Missing Delivery Disputes: We follow rigorous processes to ensure that goods are not missed out during the shipping process. Our commitment to customer satisfaction extends to assisting customers in locating their missing items should such a situation arise. Where a third-party courier is used, tracking or proof-of-dispatch information may be considered during investigation of a missing-delivery claim. This does not limit any rights or remedies available under applicable law. We will review delivery records, courier information, customer communications, and other available evidence when investigating a non-receipt claim. In case of non-receipt or delivery-related issues, please contact the designated courier company responsible for the transportation and delivery of your order. Our Customer Service team is also available to assist you in contacting the courier company and resolving any delivery-related issues.
3.8. Contactless Delivery: Our delivery process is designed to be contactless, prioritising the safety and convenience of our customers. The absence of a physical sign-off does not diminish the validity of the delivery process, as the tracking number serves as a digital confirmation.
3.9. Customer Responsibility: It is the responsibility of the customer to ensure the accuracy of the provided shipping address during the order placement. Customers should promptly report any delivery discrepancy to our Customer Service team and, where applicable, cooperate with the designated courier during the investigation.
3.10. Investigation: Upon reporting a 'Goods and Services Not Received' issue, customers must contact our Customer Service team with the order number or reference, a description of the issue, and any relevant documentation such as tracking numbers or delivery confirmations. Our team will then internally review the provided information, maintain clear communication with the customer throughout the investigation, and take appropriate action. We will communicate the outcome of the investigation to the customer and try to ensure their satisfaction with the resolution.
3.11. Further Assistance: For any additional assistance or inquiries regarding your delivery, please contact our Customer Service team at info@belcochocolates.com or through WhatsApp/phone at +92 301 1136709.
