Frequently asked questions
1. How do I know if my enrolment to the club has processed?
We’ll email you when we have successfully received all of the information from you and begun processing your membership. Please not that all orders placed after the 10th of the month will receive their first delivery in the following month.
2. I’m going on holiday or moving house, how can I change delivery date or address?
If you email us at firstname.lastname@example.org or call our customer services number 020 8804 9896 we can change this for you. However, please can you let us know before the 15th of the month that you want the change to occur.
3. How can I cancel my Membership?
You must advise us by the 5th of the month to avoid receiving that month’s selection.
4. What parts of the UK can you deliver to?
I’m afraid that we can only offer delivery to Mainland UK.
5. When will I receive my chocolates?
All orders placed after the 10th of the month will receive their first delivery in the following month. Once we have received confirmation that payment has gone through we shall despatch the chocolates on or just after 23rd of the month and it will arrive up to 7 days after this date.
6. My letterbox is too small for my chocolates, what can I do?
If your letter box is too small then Royal Mail will take the chocolates back to their depot for you to collect or arrange a delivery. If you would rather have the chocolates delivered to another address, for example your work address or a very trustworthy neighbour please just call us and let us know
7. What happens if my chocolates are damaged?
If your chocolates are damaged please take a photo and either email us at email@example.com or call our customer service line on 020 8804 9896. We may ask you to send the box back to us. If this happens we will refund the postage to you.
8. What is your customer services line?
Our customer services line is 020 8804 9896, our email address is: firstname.lastname@example.org
9. How should I store the chocolates once I receive them?
Our chocolates are made using only natural ingredients and should be stored somewhere cool and dry between 8 – 18°C.
Please do not store them in the fridge unless the climate is so hot that there is no other way to store them – it is too cold and too damp. The condensation in a fridge may cause the chocolates to bloom. This is caused by the sugar on the surface of the chocolate crystallising. It will spoil the visual appearance of the chocolates but will not affect the taste. If chocolates must be stored in the fridge if possible it is best to wrap the box in an airtight plastic bag. This will reduce the condensation
10. What is the shelf life of your chocolates?
Because our chocolates are made with the freshest ingredients they should be eaten within 4 weeks of you receiving them – but we’re sure you’ll find them so delicious that they won’t last that long!
11. What happens if the British weather is uncharacteristically hot?
If the weather is very hot we may wait a couple of days so that you don’t receive a melted box – we will always inform you if we ship your box more than a day or two late
12. Can I give chocolate club membership as a gift?
If you wish to give chocolate club membership as a gift we offer 6 or 12 month memberships as one off payment. Please call us on 020 8804 9896 or email us on email@example.com for more details