Couverture - The High Five Company

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Lead-times Ordering, shipping and payment conditions

Product types and lead time

We work with a tiered lead-time structure and the lead-time depends on the type of product. We distinguish three types of products in our range;

	Stock products	Zotter backorder products (e.g. Hand-Scooped, Squaring the Circle)	Special Order products
Brands / products	Amano, Aruntam, Cacaosuyo, Chocolate Tree, Dick Taylor, Fjåk, Fossa, Fruition, Hogarth, Menakao, MIA, Raaka, Taza, To'ak and Zotter.	All Zotter hand-scooped bars, all squaring the circle and all product from the Zotter range that are not available online but only via the price & ordersheet.	Cuna de Piedra, French Broad, Letterpress, Luisa Abram, Mañoa, Markham & Fitz, Qantu, Ritual and Solstice.
Procedure	These we supply from stock	These we do not stock and supply on customer order only.	These we do not stock, we collect all orders from our customers during the month and we order it in from the US on the first day of the new month, lead-time is then before the 10th of that month. For example: - if you order on Sept 2nd, you will get the product before Oct 10. - if you order on Sept. 30th, you will also get it before Oct. 10th. - this applies to every month.
Lead-time	1-3 working days	1-2 weeks	10 days to 40 days

On the Product page ('product data' tab) as well as on the Quick Order Form the type of product and the respective lead-time is indicated.

Orders combining Stock and Special Order Products

If your order consists of product from more than one lead-time category we will normally ship when the order is complete (when the Special Order products have been received). In case the despatch date as a result of that comes to more than two weeks we will contact you to confirm to wait or make a partial delivery.

Ordering

We have no minimum order for EU customers.
Minimum order for non-EU customers is €500,-
Ordering goes by case quantity. If there's less stock than the case quantity the system won't allow you to add it to the cart. We can add this for you to your order manually. Just leave a note in the comments or contact us otherwise.
You can order via the normal product pages in the webshop or via the Quick Order Form.
In My Quick Order you will find items you have previously ordered - even more convenient for repeat purchases!
Both the Recommended Retail Price (excl. VAT) as well the wholesale price (excl. VAT) is indicated for each product.

Product types and lead time

We work with a tiered lead-time structure and the lead-time depends on the type of product. We distinguish three types of products in our range;

	Stock products	Zotter backorder products (e.g. Hand-Scooped, Squaring the Circle)	Special Order products
Brands / products	Amano, Aruntam, Cacaosuyo, Chocolate Tree, Dick Taylor, Fjåk, Fossa, Fruition, Hogarth, Menakao, MIA, Raaka, Taza, To'ak and Zotter.	All Zotter hand-scooped bars, all squaring the circle and all product from the Zotter range that are not available online but only via the price & ordersheet.	Cuna de Piedra, French Broad, Letterpress, Luisa Abram, Mañoa, Markham & Fitz, Qantu, Ritual and Solstice.
Procedure	These we supply from stock	These we do not stock and supply on customer order only.	These we do not stock, we collect all orders from our customers during the month and we order it in from the US on the first day of the new month, lead-time is then before the 10th of that month. For example: - if you order on Sept 2nd, you will get the product before Oct 10. - if you order on Sept. 30th, you will also get it before Oct. 10th. - this applies to every month.
Lead-time	1-3 working days	1-2 weeks	10 days to 40 days

On the Product page ('product data' tab) as well as on the Quick Order Form the type of product and the respective lead-time is indicated.

Orders combining Stock and Special Order Products

Shipping

We ship by DHL or PostNL. These usually deliver within 24 hours (within Holland and Belgium). For other countries the lead-time is about 2-3 days. After your order is processed and ready to ship you will receive a notification by email, detailing the scheduled delivery date and a Track & Trace code.

Shipping cost per country

We charge a fixed fee for shipping (figures exclude VAT):

	Zone 1	Zone 2	Zone 3	Zone 4	Zone 5	Zone 6
Countries	Belgium Germany the Netherlands	Denmark France Luxembourg Poland	Austria Czech Republic Estonia Finland Hungary Latvia Lithuania Monaco Romania Slovakia Slovenia Sweden	Cyprus Bulgaria Greece Ireland Italy Malta Portugal Spain	Croatia	Rest of the world
Shipping costs	€7,50	€15,00	€20,00	€25,00	€30,00	Actual cost
Free order (free shipping)	€150,-	€300,-	€400,-	€500,-	€600,-	none
Minimum order	-	-	-	-	-	€500,-

We can arrange transportation for orders to customers outside the EU and will provide an estimate of the shipping cost. Alternatively, you can arrange shipping & collection yourself. In case you wish to book your own transport, you can indicate this at checkout. In which case we do not charge shipping- or order costs.

We continue shipping throughout the summer!

If the temperature reaches 24ºC, we ship all orders in special insulation packaging with ice-gel-packs. These survive temperatures up to 35 degrees for about 3 days. At no extra cost!

Before shipping we check the weather forecast at our location, the destination, and locations along the route (if known).
We make sure that the parcels are collected by the carrier as late as possible in the afternoon.
In case of warm weather we ship out from Monday-Wednesday depending on the expected transit time. And in order to exclude risk of parcels being stored in a carrier's warehouse over the weekend.

EcoCoolBox: an environmentally friendly insulated packaging

The EcoCoolBox which we use for insulated shipping is a unique, completely paper-based and environmentally friendly insulated packaging with an equal or even better insulation performance than EPS (tempex / styrofoam) based solutions. The liners of the boxes are made of fine paper fibres. These fibres have outstanding isulation characteristics, comply to European directives for contact with food products, are 100% recycable, and are made of clean recycled cardboard. What you can do yourself Please insure that the delivery address will not result in the package sitting outdoors for any length of time. The High Five Company is not liable for theft or damage during shipping or upon delivery. We highly suggest shipping where you can receive the package immediately. The High Five Company is not responsible for incorrect shipping addresses or addresses where delivery results in a package remaining in a hot, rainy, or otherwise unsuitable environment. When we pause shipping We pause shipping orders if the ambient temperature is over 35ºC in our and/or your location, in which case will delay such orders. But it is your responsibility to order chocolate to be received at under 35ºC. The High Five Company will not refund or replace melted chocolate. Please note this before ordering! You may request a delay in your shipment until the ambient temperature is below 35ºC at your location by adding a note to your order.

Payment

iDeal
Credit card (Visa, Mastercard, American Express)
Bancontact / Mister Cash (Belgium)
Invoice - settlement terms 21 days d.o.i.

For new international customers we ask for payment in advance, before the dispatch of the goods. After 3 succesful orders we can switch to payment by invoice (settlement terms 21 days d.o.i.).