FAQX

Technical

Why am I unable to log in?
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.
Why does your website keep asking me to log in?
If ‘cookies’ are disabled on your computer, our website may not recognise 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.
Why won't the website let me register
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.
What do I do if I have forgotten my password?
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.
What do I do if I have changed my email adress?
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.
How do I change the details of my online account?
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 authorise any changes.
I’ve encountered an error on your website, what should I do?
Please let us know as soon as possible. We will immediately resolve any problems should they arise. If you want to place an order and an error is preventing this, we will be happy to accept your order over the telephone.
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Placing your order

I'm finding it difficult to order, can you guide through step by step?
Simply follow the steps below: After logging in search for the item(s) you need and add these to your basket. Click the basket link at the top of the screen and check that the products and quantities are correct, then click proceed. Select an address from the drop-down menu, or add a new one if necessary. 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 (if applicable). The final page provides an order summary, and allows you to enter your payment details. Once completed, all orders are confirmed via email.
How do I send my order to another address?
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.
How is the delvery charge calculated?
Our Standard UK Delivery (3-5 working days) costs £3.95 for a single item, or £4.95 for two or more items, sent to a single recipient at a single address. If you are sending to different addresses, or different recipients at the same address, then the order is not sent as a single parcel and therefore separate delivery charges will be applied. Please note that only one message can be added to each parcel. Gold Delivery (Next working day*) charges are calculated in the same way, but at a cost of £5.95 for a single item and £7.95 for multiple items, per recipient at each address. For orders being sent overseas, the standard UK charges apply (£3.95 or £4.95, depending on the number of items being sent), plus an additional charge of £6 per item for deliveries to Europe and £15 per item for deliveries to the rest of the world. *Gold Delivery - next working day if ordered before 2:30pm GMT. Not available for delivery on Saturdays, Sunday or Bank Holidays.
How do I get my 5% club discount on the Hotel Chocolat website
We will do this for you automatically. Our website will recognise you as a member of the Chocolate Tasting Club and apply a 5% discount to your order. However, before this can happen, you will need to activate your Club membership online. You can do this by visiting www.chocs.co.uk, logging in, then clicking on ‘Manage my Membership’. You will be asked for you membership number and activation key. You can find this on your membership card or any Club invoice. Once you have entered these details and viewed the Club Summary page, your membership is activated. You only need to do this once and then you will continue to receive your 5% discount every time you order. Please note that the 5% discount excludes delivery charges, clearance products, special offers or Tasting Club Subscription Vouchers.
Can I amend my order after it has been placed?
Whilst 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.
Can I send your chocolates to a BFPO address?
We are happy to send our products to your friends and loved ones at their BFPO address. However, this facility is not currently available via our website, but our Customer Service team will be pleased to help. Please call 44(0)8444 932323 (Monday-Friday 8:30am to 7pm Saturdays - 9am to 2pm.) Delivery is charged at our Standard UK rates and please note that Gold Delivery is not available for this service.
What is ‘Verified by Visa’?
Verified by Visa is a service that password-protects your Visa card details; providing 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 SecureCode’?
MasterCard SecureCode 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 SecureCode 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’ll be asked to come up with a password (also known as a SecureCode) 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 SecureCode when you order.
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Delivery

Do you offer next day delivery?
Yes. Orders sent by our Gold Delivery service arrive on the next working day if ordered before 2:30pm GMT. This service is available in the UK only (excluding some remote areas such Highlands & Islands), but unfortunately not on a Saturday, Sunday or Bank Holiday.
Can I have my order delivered at a specific time or on a particular date?
By selecting our Gold Delivery option you will be able to have your order delivered on the next working day, or on a specific date of your choice (excluding weekends and bank holidays). Standard Delivery is between 3-5 working days. Although you can request a specific date for Standard Delivery, and we will post 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. With all of our delivery services we cannot deliver at a specific time of day.
Why is my order being sent in multiple deliveries?
We aim to combine products into a single parcel whenever possible. Sometimes this just isn’t possible, for example if items are being sent to different addresses, or to different recipients, or with different delivery dates or separate messages. Sometimes, you may want to order products that are previewed on our website but are not yet available. We’ll always let you know the availability date, both in the item description and during the order process. If these products are ordered alongside products from our current range, we will have to split your order into two or more deliveries, so that you receive your products as and when they are ready. When it is possible for an order to be combined simply by changing the delivery dates, our website will present an option for you to do this at the top of the "Message and Delivery Dates" Page.
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Products

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 try out new ideas, and therefore our range does change quite often.
How should I store your products?
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 refridgerator we recommend sealing the chocolates in an airtight container, or perhaps a plastic bag, to prevent excessive moisture from damaging the chocolate.
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