Stores & online update

As a food producer and distributor, during the current emergency we are using 3 principles to guide us:

1/ Follow the latest Government guidance on safety

In our distribution centre, we have taken careful and extreme measures to keep the team safe, putting safety ahead of profit. This means we can handle approximately half the workload of pre-virus and is why we are rationing online orders every day to make sure the team don’t feel overwhelmed.

2/ Keep the Hotel Chocolat family together, whatever it takes

However long this lasts, we intend to keep the team together with no redundancies and pay as usual. We made this commitment before the Chancellor stepped in with some support to make this easier (which is hugely appreciated).

3/ Serve our community of customers

Chocolate to eat / drinking chocolate are foods that most U.K. households want to have in their homes.

But we are also told by customers that it’s about morale; whether that is the joy of sending or receiving an unexpected delivery of our chocolate with a personal message from someone you love or the happy ritual of passing a box of chocolates around your family in the evening.

The national spirit is being put to the test in all countries right now and doing our little bit to help maintain social cohesion at a distance and morale is valued and important.

NHS and Blue Light Card holders

Our nurses, doctors, paramedics and others are working tirelessly round the clock and harder than ever – we hope to bring you a touch of joy and some light relief as we navigate these uncharted waters together. That’s why we’re offering 50% off* to NHS staff and emergency workers; the same staff discount that all of us at Hotel Chocolat enjoy.

To redeem, please enter your details into this form. You will shortly receive an email with more information on how to claim your discount.

New delivery measures

UK Online Delivery, including Easter

To work safely and simply at this time and to maximise the possibility for everyone to receive what they wish, we are taking standard delivery to approximately 7 days from order, and temporarily withdrawing next day and nominated day.

We are doing our absolute best to get your deliveries into your home for the time you want them. For the avoidance of doubt, we accept all orders from March 31st 2020 on the basis we will make best endeavours to meet the delivery within the timescale indicated in the checkout basket but cannot issue any refunds due to later delivery during the current circumstances. Once we are through this, we will reinstate our usual delivery promise.

Our Delivery Partners

Once your order leaves our distribution centre, one of our trusted business partners will handle its journey to you. Our partners have also introduced their own stringent measures to ensure the safety, health and well-being of their employees and customers.

This of course includes social distancing. When your order arrives, you may find that extra measures are taken to ensure parcels are not handed directly to you and you are not asked to sign hand-held devices. Local couriers will instead support you remotely through this process. We have been assured that your order will be delivered as safely as possible, with risk minimised at every opportunity.

Sending Overseas

At this time, we are still despatching orders as usual to Europe and the rest of the world. However, we are aware that our delivery partners overseas are experiencing some local delays in certain destinations, namely Italy, Spain, Germany and France. This does mean you need to allow up to 5 working days extra for your order to arrive.

Stores & Cafes

All UK temporarily closed since Sunday 22nd March.

We will continue to closely monitor the situation, and will look forward to welcoming you back as soon as it is safe and responsible to do so.

Our mission has always been to make people happy through chocolate. For now, let’s keep in touch digitally on Twitter, Facebook and Instagram. We hope that we can help to lift your spirits during what we know are trying times for us all.

Chocolate Lock-Ins and Experiences

In the interests of prioritising staff and guest safety, we suspended all Lock-Ins and School of Chocolate Experiences on 12th March 2020. They will remain suspended until further notice and will restart as soon as possible, following government recommendations.

If you have purchased tickets to an Experience that has been cancelled, you will be able to exchange them for an Experience at a later date that works for you. We will be in touch to advise on next steps.

Customer Services Update

We care passionately about the welfare of all of our customers, and throughout these most challenging of times we have had to adapt our business to remain safe and responsible; for our teams and for our customers. So for now, sadly we have had to close our Hotel Chocolat, Tasting Club and Customer Service telephone lines and revert to asking you to order online and to delivering customer service by Email, Live Chat and Social Media. We’ll really miss talking to you!

We are here

Our Customer Service team remain committed to providing help and information to you, as we work through these challenging times together. Whilst at this time we are unable to answer your call, we are still providing help by Email, Live Chat and Social Media support from our team working remotely.

• Got a question? - view our Frequently Asked Questions. We’re hoping you’ll find your answer here.

• To Email us – Contact Us form. We aim to respond to you within 48 hours

•Talk to us on Live Chat - Visit www.hotelchocolat.com and we’ll be with you just as soon as we can.

As important as ever is keeping in touch and sharing stories of positivity and chocolate happiness; we would love to hear from you on Facebook and Twitter too.

To enable us to continue to work safely and responsibly, we are pleased to confirm our opening times are as follows;

Monday to Friday 9.30am to 6pm

Saturday 9am to 2pm

Sunday Closed

Over 70s and our most vulnerable customers

We wanted to continue to find a way to support those within the community that do not, or cannot access our website, and in particular the over 70s and our most vulnerable customers.

At this time, we are able to offer limited telephone support to the over 70s and our most vulnerable customers only, that cannot contact us in any other way, and who still want to find some happiness through chocolate at these difficult times. We ask that you respect the limited number of team members we have at this time supporting this effort. We politely request that only over 70s and vulnerable customers contact us on 03444 932323 that have no access to our website. If this is not you, we will ask that you instead visit www.hotelchocolat.com for further help or to place an order.

Please call us on 03444 932323

Monday to Friday 9.30am to 6pm

Saturday 9am to 2pm

Sunday Closed

Thank you for your ongoing support and understanding.

Stay safe and look after each other.