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SCHOKOLAT FAQ

V3 2017

 

Registering

 

What do I do if I have forgotten my password?

Please follow the “Forgot Your Password” link. Type in the email you used to register and we will send you an email with further instructions.

How do I change the details of my online account?

At the top of the page click the link “My Account”. Here you can;

Contact Details

 

Who should I contact about Marketing?

Please email marketing@schokolat.co.uk

Who should I contact about PR?

Please email marketing@schokolat.co.uk

Can I resell your chocolate?

 

For more information about becoming a Schokolat Reseller or Franchisee, please send an email to  info@schokolat.co.uk

Delivery

 

What are delivery options for the UK?

Guaranteed Next Day (Mon-Fri deliveries) and 3-4 working days 

Do you offer next day delivery?

 

 

Yes we offer a next day service for deliveries (Mon-Fri). There are no next day deliveries on a Saturday. Schokolat ensures that all Next Day Deliveries are tracked to the point of delivery and signed for. If nobody is available to receive and sign for the goods, they may be left in a safe, secure and convenient place. Schokolat accepts no responsibility for loss or damage to deliveries from that point.

How do I send my order to a friend at an address other than my own?

There is a facility to add in several delivery addresses in the website

Can I send to multiple addresses in one order?

No, this is not available. One order must be sent to one address.

Can I combine orders to multiple recipients at one address to save on delivery costs?

No this is not available. One order must be sent to one address.

Payment, Vouchers and Discounts

 

Do you offer discounts on multiple purchases?

 

Yes - We provide discount rates on volume purchases of over 20 units. For further details, please provide more information to info@schokolat.co.uk

What payment methods do you accept online?

We accept Visa, Mastercard, Maestro and PayPal.

My card has been declined - why?

Please check your details are correct and contact your bank. If no explanation can be found, please contact our customer service team at customerservices@schokolat.co.uk

Do you accept PayPal?

Yes, for any purchase

What is ‘Verified by Visa’?

Verified by Visa is a service that password-protects your Visa card details and provides you with added security when you shop online. They allow you to create a password that is known only to yourself, to use every time you use your Visa card online. To register for Verified by Visa all you need to do is follow the instructions next time you place an order online with us. Alternatively, you can sign up by contacting the bank that issued your Visa card directly. You’ll be asked to come up with a password for your Visa card. You only need to do this once, then whenever you use the card online you will be asked to enter the password when you check out. If you have already registered, you will be prompted to enter your Verified by Visa password when you order.

What is MasterCard Secure Code?

MasterCard Secure Code is a service that password-protects your Maestro card details, to give added security when you shop online. They allow you to create a password that is known only to yourself, to use every time you use your Maestro card online. To register for MasterCard Secure Code all you need to do is follow the instructions next time you place an order with us. Alternatively, you can sign up by contacting the bank that issued your Maestro card directly. You will be asked to come up with a password (also known as a Secure Code) for your Maestro card. You only need to do this once, then whenever you use the card online you will be asked to enter the password when you check out. If you have already registered, you will be prompted to enter your Secure Code when you order.

Are there corporate discounts available for large orders?

For information on discounts on large orders please email our corporate team at info@schokolat.co.uk

Can I stock your product in my shop?

Yes. We are already working with a number of Retail clients. Please email us at info@schokolat.co.uk and we will get back to you.

Replacements and Refunds

 

What if I’m not happy with my order? 

Please see Shipping & Returns at the bottom section of the website for a full explanation on our cancellations policy.

What if my order arrives damaged? 

All of our products are carefully packed to withstand their journey in the post and we are confident they will arrive with you in perfect condition. In the event that your order does arrive damaged, please contact us – we’re here to help at customerservices@schokolat.co.uk

My Account

 

How do I change my password?

Click “My Account” in this section follow “Your Account Details” here you can update your password and save the changes

Where can I manage my addresses? 

Within “My Account” section you can follow “Your Address Book” here you can manage all your addresses

Product Information, & Ingredients

 

Where can I find out specific dietary information on products?

Each product has an ingredients list in its product description.

I can't find a product on your website, have you stopped producing it?

We do strive to constantly improve and refresh our product range and therefore our range does change from time to time. When we are out of stock of a particular item, it is removed from the website.

What is the cocoa content of the chocolates?

All our chocolate products contain 58% cocoa (with the exception of our white chocolate golf ball). Unlike many other dark chocolates, they are not bitter and have a smooth and creamy taste.

Is all of the product edible?

All of our products are made from solid chocolate. The entire product is edible.

Do they melt easily?

Our chocolates are tempered but are still affected by direct sunlight. We advise you to keep them in a dark, cool cupboard or wardrobe to avoid the chance of them melting or “blooming”.

How do you make the chocolates look real?

That is our secret!

Do they taste nice?

Our chocolates are sweet and creamy, delicious and the taste will linger on your taste buds, tempting you to eat more. All our products are made with solid chocolate.

How should I keep the chocolates?

We advise you to keep the chocolates in a cupboard or wardrobe, away from heat and direct sunlight.

Should I put the chocolates in the fridge?

Do not put the chocolates in the fridge for long periods of time. They may become brittle and turn white or “bloom”.

Are they suitable for Vegans?

With the exception of the White Chocolate Golf Ball and Teapot, all our other products are suitable for Vegans. Please note however that that all our products may contains traces of nuts and milk.

Is the chocolate suitable for Vegetarians?

 

Yes. Visit our ingredients page for further information www.schokolat.co.uk/ingredients/

 

Are the chocolates dairy free?

The chocolate ingredients are dairy free but all products may contain traces of milk 

Are the chocolates gluten free?

Yes, all out products are gluten free

Do the chocolates contain nuts?

The chocolates may contain traces of nuts

Are all of your products made in the UK?

Yes all products are made in the UK

Is your chocolate fair trade?

Our chocolate is not fair trade however the chocolate supplier we use is socially responsible and heavily supports the chocolate growing co-operatives

What food hygiene rating do you have?

We have a 5* food hygiene rating

Where else do you sell your products?

We sell our chocolates at various shows, Christmas markets, retail shops and through online partners.

Where can I find a complete list of your ingredients?

All of the ingredients found in each product can be found on the product description