TechnicalWhy am I unable to log in?Why does your website keep asking me to log in?Why won’t the website let me register?What do I do if I’ve forgotten my password?What do I do if I’ve changed my e-mail address?How do I change the details of my online account?I’ve encountered an error on your website, what should I do?Placing your orderI’m finding it difficult to order, can you guide me through step-by-step?How do I send my order to another address?How is the delivery charge calculated?Can I amend my order after it has been placed?DeliveryDo you offer next day delivery?Can I have my order delivered at a specific time or on a particular date?ProductsI have a favorite product from the UK website - why can’t I find it on the US website?How should I store your products?I am a member of the Hotel Chocolat Tasting Club in the UK. Can I get my discount on your US website?Technical
Q: Why am I unable to log in?A: Firstly, you need to make sure that you have registered your details and created an online account. You can do this by clicking the ‘My Account’ link near the top-right of the screen and following the instructions to register. Once you have registered, logging in is easy. Simply enter your email address (without any spaces), and your password on the log in page.
Back to TopQ: Why does your website keep asking me to log in?A: Many websites use files called ‘cookies’ to store customer details.
If ‘cookies’ are disabled on your computer, our website may not recognize that you have already logged in, and will ask for your login details again. To stop this from happening you will need to make sure that ‘cookies’ are enabled on your computer. This will enable your computer to accept these files from our website. If you are not sure how to do this, please contact us using the form below and we will be happy to help.
Back to TopQ: Why won’t the website let me register?A: If you have already registered in the past then you will not need to register again, so the website will prevent this. If this is the case, you should be able to ‘log in’ to access your account.
Unfortunately we cannot accept more than one registration per email address. If someone else who shares your email address has already registered on our website then you will need to use an alternative email address to register yourself.
Back to TopQ: What do I do if I’ve forgotten my password?A: Don’t worry. At the bottom of the log in screen you will see our ‘Forgotten Your Password’ feature. If you select this, you’ll be asked to enter your email address. We will then create a new password for you and send it to you straight away by email.
If you have already completed ‘Forgotten Your Password’ but haven’t received our email with your new password, it may be in your junk mail folder;- as our email is automatically generated, some email service providers detect the message as spam and file it in your junk mail folder.
If you still experience problems with your password, please complete the contact form below and we will be happy to help.
Back to TopQ: What do I do if I’ve changed my e-mail address?A: If you have changed your email address simply log in using your old address (it does not matter if you no longer have access to the email account), then update the email address assigned to your login. To do this, click on ‘My Details’ to see your registered details. You can simply overwrite these details and then click the update button to complete the changes. You will have to enter your current password to make any changes.
Back to TopQ: How do I change the details of my online account?A: To update your personal information log in and click on ‘My Details’. Simply edit your details and then click the ‘Update Account Details’ button to confirm the changes. You will need to enter your current password to authorize any changes.
Back to TopQ: I’ve encountered an error on your website, what should I do?A: Please let us know as soon as possible. We will immediately resolve any problems should they arise.
Back to TopPlacing your order
Q: I’m finding it difficult to order, can you guide me through step-by-step?A: Of course! Simply follow the steps below:
1. After logging in, search for the item(s) you need and add these to your basket.
2. Click the basket link at the top of the screen and check that the products and quantities are correct, then click proceed.
3. Select an address from the drop-down menu, or add a new one if necessary.
4. If applicable, click the ‘add message and delivery dates’ button to arrange when your order will arrive, and what you would like the message card to say.
5. Alternatively, if you just want your order to be sent by our standard ASAP service with no gift message, click ‘Proceed to Payment’.
6. The final page provides an order summary, and allows you to enter your payment details.
7. Once completed, all orders are confirmed via email.
Back to TopQ: How do I send my order to another address?A: After proceeding from the basket page, the drop-down menu will list all the addresses in your address book. If you haven’t previously added any other addresses then only your account address will be displayed. You can click the option ‘Add a new delivery address’ to place a new address in your address book. Once you have done this you can click the basket link at the top of the screen to return to your order, and the new address will now be featured on the drop-down menu.
Back to TopQ: How is the delivery charge calculated?A: Shipping charges are based on UPS rates for each service and individual product weights. We offer insulated packaging, which does increase the weight of the order. This is compulsary for some states or during the hottest months to protect products from warm weather temperatures.
Back to TopQ: Can I amend my order after it has been placed?A: While we are happy to make any changes to your order once it has been placed, sometimes this is simply not possible. Our service is fully automated and as soon as we receive your order, it is packed and ready to go quickly, quite often before you contact us. This is especially likely at peak times such as Christmas, when orders are packaged and sent out extremely quickly, and changes can rarely be made. It is therefore very important that you check all the order details are correct before completing your transaction.
Back to TopDelivery
Q: Do you offer next day delivery?A: Yes. Orders sent by Next Day service arrive on the next working day if ordered before 2:00 PM EST. This service is not available, for delivery on a Saturday, Sunday or Holiday, nor to destinations such as Alaska and Hawaii.
Back to TopQ: Can I have my order delivered at a specific time or on a particular date?A: Our Next Day service typically delivers by 3:00 PM on the next day, and the 2-Day service typically delivers for the end of the second day, You can request a specific date for delivery, and we will do our best to ship your order so that it will arrive by this date at the latest, but we do not guarantee that delivery will be made on this date.
Back to TopProducts
Q: I have a favorite product from the UK website - why can’t I find it on the US website?A: The US range is currently a subset of the products available on the UK website. We are continually working to expand the US range.
Please let us know if there is a product that you would like to be able to order from www.hotelchocolat.com - we would love to hear from you.
We also offer a wider range of products in our US stores, which are opening very soon.
Click here for more information.
Back to TopQ: How should I store your products?A: Our chocolate is best stored in a cool, dry environment. It is possible to refrigerate our chocolates, and this can sometimes be useful during the warmer summer months. However, if you do choose to put them in the refrigerator we recommend sealing the chocolates in an airtight container, or perhaps a plastic bag, to prevent excessive moisture from damaging the chocolate.
Back to TopQ: I am a member of the Hotel Chocolat Tasting Club in the UK. Can I get my discount on your US website?A: Members of the Hotel Chocolat Tasting Club (UK) may only receive their 5% discount on Hotel Chocolat UK orders. This discount cannot be used with Hotel Chocolat US.
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