If your question is not answered below, please contact us. We're here to help.
Is the chocolate you sell all certified Fairtrade?
Some brands we sell are certified Fairtrade, but others ensure they are trading fairly through sourcing their cocoa directly from farmers and co-operatives or by ensuring that they are able to trace where their cocoa comes from, while paying a fair price.
Does the chocolate you sell contain palm oil?
The use of palm oil and sustainable palm oil is a complex issue. Palm oil provides a higher yield of oil compared to other vegetable oils, so boycotting entirely may make problems such as deforestation worse. There are arguments for and against the use of sustainable palm oil. Most of the brands we sell do not use any palm oil, however several brands use sustainably sourced palm oil, certified by the RSPO, in just a few of their products. We currently don't sell these products.
However, there are some organisations, including the WWF, that thinks boycotting or replacing all palm oil is not a solution, as exchanging palm oil with other oils will make the situation worse. They, therefore, encourage the use of palm oil produced using sustainable methods. We'd love to know what you think.
You can read more about palm oil on the WWF website here, and read about RSPO certified palm oil here. (contains links to external sites)
Is packaging compostable or recyclable?
The brands of chocolate we sell use different packaging materials. The majority of products are either packaged in material that can be composted or recycled. We also use recyclable packaging for your delivery.
Where do I find information about allergens?
Dietary information and allergens are listed on each product page. We update this information frequently, based on the information on the product packaging. While we aim to ensure this is always up to date, if you have specific allergies or concerns, please also check directly on the product packaging before consuming. We will, of course, replace any products if the website information is incorrect.
Products are made in environments where nuts and milk are present; therefore, all products may contain traces of nuts and milk.
Can I add a personalised message to my order?
Yes you can! At check-out it is possible to add a personalised message, which we will add to your order.
How do I create an account?
You can create an account with us on our website by selecting “New Account” from the top left-hand side of the page. An account enables you to manage your address, contact preferences, event reminders and order information.
How do I use the wishlist?
Once logged in, if you add items to your wishlist, it is possible to share this with friends and family. If they enter your email address, they will be able to view your wishlist. They do not need to log in to your account. By using your email address, they are only able to access the items in your wishlist, not any personal information.
What do you charge for shipping?
Our shipping costs are outlined on the delivery page.
Do you ship outside of the UK?
Unfortunately, we currently only ship to addresses within the UK. We will continue to monitor demand and this may change in the future.
Where is my order?
We ship orders from Monday to Friday using Royal Mail for small parcels and couriers for larger packages above 2kg. Typical delivery times vary between 2-5 business days, although due to Covid-19 restrictions some Royal Mail deliveries are taking much longer. If you are concerned that your order has not arrived, please send us a message, including your order number to firstname.lastname@example.org. Your order number can be found in the confirmation email and is also available on our website through you account settings.
During particularly hot weather we may need to delay shipping your order to ensure your delivery reaches you in the best possible condition.
What do I do if my order is damaged?
While we pack your orders as carefully as we can, orders can be damaged during delivery. If this has happened and you would like to return your order for a refund or replacement, please contact us as soon as possible at email@example.com with your order number. It is also very helpful for us if you could take a photograph of the damage to help us in our discussions with the delivery company.
What do I do if my order is incorrect?
We do all we can to ensure your order is correct; however, if something is wrong, please contact us as soon as possible, including your order number at firstname.lastname@example.org We will do all we can to resolve as quickly as possible.