FAQs

 

 

 


 

 

Ordering

 

 

Find and add items to your shopping bag.

 

Once on the Hotel Chocolat website you can click on the Our Collection option. Then, for a full list of all items on our site click shop our collection and search by price, dietary, product type or chocolate type. From here simply hover above the item you wish to purchase, click through and then add to bag. You will then see your selection has been added to your bag.

 

 

A-Sign In, Create a new account and checkout

 

You must sign in to complete your order. This is achieved by either continuing through checkout from the basket, or by clicking on the My Account link in the top right hand corner of the screen. If returning, you will be asked for your password and email address. If a new customer, you will be invited to create an account as this is your first time, before you quickly continue with your order.

 

 

B-Choose your delivery options.

 

This is step 2 of checkout. You can either deliver to an address of your choice or collect from our Hotel Chocolat stores on the same day as your order. You can add delivery instructions and select a time / date. There is further information on specific delivery information within our Delivery FAQ’s section further down this page.

 

 

C-Choose your gifting options.

 

This is step 3 of checkout and is a new option within our site and allows you to ‘accessorise’ your selection with a gift card and gift bag of your choice. You can add a ‘don’t open until’ message and also send your gift anonymously. There is further information on specific delivery information within our Gifting FAQ’s section further down this page.

 

 

D-Check your order summary

 

This is step 4 of checkout and is where you will be able to review all aspects of your order prior to entering any payment details. This will also confirm any item quantities, messages, vouchers, discounts and offers you have within your basket, whilst breaking down your delivery and gifting costs as well as VAT. You will then be asked to review our terms and conditions prior to completing your order and paying for your items.

 

 

E-Make payment.

 

If you have ordered before you may have your card details saved. If not you will be asked to enter your card details and billing information. (All major credit/debit cards are accepted). You can also pay with Paypal. Can I order in any other way? You can order by call us at 03444 93 13 13 or order by post at Hotel Chocolat PLC, Mint House, Royston, Hertfordshire, SG8 5HL. Alternatively you can shop in any of our retail stores across the UK and now Denmark.

 


 

 

Registering

 

 

 

Why will the website not let me register?

 

It is possible you already have an account registered with us using that email address and password. If so please attempt to log in as an existing customer on the log in screen.

 

 

Why am I unable to log in?

 

This would most likely be due to you not having an active registered account, an incorrect password or a non-registered email address. Please ensure you have registered and if you are a returning customer do not attempt to register again with the same details as this will fail.

 

 

What do I do if I've forgotten my password?

 

On the login screen there is a link beneath the returning customer section with ‘forgotten password?’ written. Click on My Account in the top right corner and then enter your email address. You will be sent an email explaining how you access a password.

 

 

What do I do if I've forgotten my email address?

 

Your e-mail address must be in this format: username@domain.com (or .net, .org, etc.). If you have more than one e-mail address, be sure that you're using the correct e-mail address and password combination for the account you're trying to access. Also, if your computer is set to auto-complete the e-mail, make sure it's the correct e-mail address listed

 

 

Why does your website keep asking me to log in?

 

This may be because you have not been active on the site for a period of time, so we have checked you out for your security and privacy. We ask you to sign into your account any time we need to verify your identity. This includes times when you access account or order information to review or change something. If you're using a device that's shared with people you might not know or trust, like a public terminal, you should always sign out before you leave it.

 

 

How do I change the details of my online account?

 

Once logged in you will be taken to the "my account" section of the site. From here you will be in a position to view your order history, review products, update your details, manage your reminders, view your saved cards, track orders and manage your delivery addresses.

 


 

 

Shopping Bag

 

 

 

How do I put items in the Shopping Bag?

 

If you want to order an item, click the 'Add to Bag' button on the item's product detail page or by hovering above the item you are browsing within a category.

 

How can I change the quantity of an item I have in the Shopping Bag?

 

Once you've added an item to your Shopping Bag you can keep searching or browsing until your bag contains all the items you want to order. You can access the contents of your Shopping Bag at any time by clicking the Shopping Bag button at the top of every page of our website. You can change quantity by amending this within the shopping bag or initially when selecting the product itself on the product page. The quantity can be amended during checkout also.

 

 

How can I remove something from my Shopping Bag?

 

You can remove items from your bag by going to the shopping bag mini menu in the top right of your screen and clicking remove beneath each product.

 

 

How do I mark something in my Shopping Bag as a gift?

 

Many of the orders we take from our customers are designed to be sent as gifts. So simply add the items you wish to purchase to your bag and proceed through checkout as normal. You will then be able to split and group your items during checkout as well as assigning different delivery addresses and gifting options.

 

 

How do I save something in my Shopping Bag for later?

 

We have the perfect tool for this job! Our brand new ‘wish list’. As you browse our site you are also presented with the option of adding items to your wish list rather than your bag when viewing product pages or hovering over products within categories. We clear bags down, but your wish list is your personal list of favourites ‘saved for later’ any time.

 

 

My Shopping Bag looks right. How do I finish my order?

 

Simply click ‘checkout' within your shopping bag in the top right hand corner of your screen. You will then be asked to login if you have not done so already before continuing through to checkout.

 


 

 

Delivery

 

 

 

What are delivery options for the UK?

 

 

Standard delivery will take between 3 and 5 days and costs £3.95 for single items and £4.95 for multiple items. Next day or nominated day delivery is available at £4.95 for single items or £5.95 for multiple items, with a specific AM option at £6.95 for single items or £8.95 for multiple items. We also offer Saturday and Same Day delivery. For full delivery details click here

 

 

What are delivery options for the EU?

 

EU deliveries take 3 to 8 working days and cost £7.95 for single items or £9.95 for multiple items. For full delivery details click here

 

 

What are delivery options for the USA and Rest of the World?

 

USA and ROW deliveries take between 5 to 8 working days and cost £14.95 for single items or £16.95 for multiple items. Contact numbers are required for all deliveries outside of the UK. For full delivery details click here

 

 

What Delivery Restrictions are there?

 

Some countries do have specific delivery restrictions; these can be based on weight, size, contents, dietary, alcohol or religious reasons. For specific questions please contact us here or directly on 03444 93 23 23. For full delivery details click here

 

 

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. You must address your order to the appropriate BFPO number and not the country which the person is based. For full delivery details click here

 

 

Do you offer next day delivery?

 

Yes - Next day delivery is available at £4.95 for single items or £5.95 for multiple items within the UK. Excluding Sundays and Bank Holidays. This is not available outside the UK at this time. For full delivery details click here

 

 

Do you offer specific day delivery?

 

Yes - Nominated day delivery is available at £4.95 for single items or £5.95 for multiple items, with a specific AM option at £6.95 for single items or £8.95 for multiple items. But this is not available outside the UK at this time. For full delivery details click here

 

 

Do you offer specific time delivery?

 

Yes - specific AM and PM options at £6.95 for single items or £8.95 for multiple items. But this is not available outside the UK at this time. For full delivery details click here

 

 

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

 

During step 1 of checkout you will find the delivery page – on which you can edit your own address or add a new address to change to another address. For full delivery details click here

 

 

Can I send to multiple addresses in one order?

 

Yes. During step 1 of checkout you will find the delivery page – on which you can press the ‘split’ button to split your order. You will then be able to send to two addresses which will incur two delivery charges. For full delivery details click here

 

 

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

 

Yes. During step 1 of checkout you will find the gifting page. Here you can organise your single delivery so the selections you have ordered can be sent to different individuals at that address. This will result in there being no need for you to incur multiple delivery costs when sending to the same address. For full delivery details click here

 

 

Can I order online and collect form my local store?

 

Yes. During step 1 of checkout you will find the delivery page from which you can either select an address or ‘collect from store’. For full delivery details click here

 


 

 

Gifting

 

 

 

Can I add gifts bags / wrapping to an order?

 

Yes. On page 3 of checkout you will find the gifting options. Here you will be able to choose a card to be sent along with your selection, as well as a gift bag within which your selections will be delivered in style. Find out more about all our Gifting here.

 

 

How do I add message cards?

 

On page 3 of checkout you will find the gift cards screen, from here you can choose the right card to be sent with your order. Find out more about all our Gifting here.

 

 

Can I send a gift anonymously?

 

Within the gifting page at stage 3 of checkout you will find a tick box which, if selected, will ensure that your selection is sent anonymously. Perfect for Valentine’s Day orders! Find out more about all our Gifting here.

 

 

Is it possible to add a ‘don’t open until’ message?

 

Yes. On page 3 of checkout you will be able to enter a date. This will appear outside the box of single orders, and within the box (but on individual recipients selections) within multiple orders. This should ensure that gifts may arrive early, but are not allowed to be opened until that special day! Find out more about all our Gifting here.

 


 

 

Payment, Vouchers and Discounts

 

 

 

What payment methods do Hotel Chocolat accept for mail order?

 

Via mail order online and by phone we accept Visa, Mastercard, Maestro, American Express, Klarna and PayPal. Via post we also accept cheques.

 

 

My card has been declined - why?

 

This is always frustrating and there are a number of reasons as to why a card may decline, we always suggest the best thing to do is to check your details are correct and contact your bank. If no explanation can be found please contact our Customer Service team on 03444 93 23 23.

 

 

Klarna

Pleas note, Klarna payment method is only available for single deliveries

 

Pay later in 3 interest-free instalments

 

Who is Klarna?

 

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

 

How does Pay later in 3 interest-free instalments work?

 

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Hotel Chocolat and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

 

Am I eligible for Pay later in 3 interest-free instalments?

 

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments? Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

 

What do I need to provide when I make a purchase?

 

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

 

Will a credit search take place against me?

 

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Hotel Chocolat run credit searches against you that could impact your credit rating.

 

Why have I not been offered Pay later in 3 interest-free instalments?

 

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

 

What are my payment options with Klarna?

 

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

 

What happens if I cancel or return my order?

 

As soon as Hotel Chocolat have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

 

What happens if I don’t pay for my order?

 

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Hotel Chocolat from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

 

I have been asked to go to the Klarna site. Is this correct?

 

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

 

Is my payment information safe?

 

Payment information is processed securely by Klarna. No card details are transferred to or held by Hotel Chocolat. All transactions take place via connections

Can I pay before the due date?

 

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

 

Have you received my payment?

 

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

 

What happens to my statement, when I've returned the goods?

 

Once Hotel Chocolat has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

 

I've received a statement, but I've not yet received my goods.

 

In the event that your goods have not been received please call Hotel Chocolat to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

 

I have cancelled my order. How long will it take until I receive my refund?

 

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

 

I have asked for a refund. How will I be refunded?

 

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

 

I haven’t received an email with my statement/payment information.

 

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

 

I still have questions regarding payment, how can I get in touch?

 

Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

 

 

Pay later in 30 days

 

 

Who is Klarna?

 

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

 

How does Pay later in 30 days work?

 

Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into www.klarna.com/uk.

 

Am I eligible for Pay later in 30 days?

 

To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.

 

How can I increase my chances of being accepted for Pay later in 30 days?

 

Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later in 30 days before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

 

Will a credit search take place against me?

 

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Hotel Chocolat run credit searches against you that could impact your credit rating.

 

Why have I not been offered Pay later in 30 days?

 

Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

 

What are my payment options with Klarna?

 

You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.

 

What happens if I cancel or return my order?

 

As soon as Hotel Chocolat have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

 

What happens if I don’t pay for my order?

 

Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ products even if you have failed to pay on time.

 

I have been asked to go to the Klarna site. Is this correct?

 

If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.

 

What do I need to provide when I make a purchase?

 

If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receive the payment information.

 

Is my payment information safe?

 

Payment information is processed securely by Klarna. No card details are transferred to or held by Hotel Chocolat. All transactions take place via connections secured with the latest industry standard security protocols.

 

Can I pay before the due date?

 

You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in the Klarna app to pay for your order.

 

Have you received my payment?

 

If you pay by card, Hotel Chocolat will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order

and payments by logging in to the Klarna app or www.klarna.com/uk.

 

What happens to my statement, when I've returned the goods?

 

Once Hotel Chocolat has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.

 

I've received a statement, but I've not yet received my goods.

 

You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call [MERCHANT] to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

 

I have cancelled my order. How long will it take until I receive my refund?

 

As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

 

I have asked for a refund. How will I be refunded?

 

If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

 

I haven’t received an email with my statement/payment information.

 

If you do not have your statement number to hand you can log into the Klarna app or at www.klarna.com/uk, where you will find all of your orders and be able to make payments.

 

I still have questions regarding payment, how can I get in touch?

 

Visit Klarna app Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

 

 

Do you accept PayPal?

 

Yes

 

 

How do I get a 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.hotelchocolat.com/uk/tasting-club, logging in, then clicking on ‘Manage my Membership’. You will be asked for your 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.

 

 

How do I add a voucher to my order?

 

From your mini basket click ‘checkout’ you will then be taken to your full basket page. Within this page you will be asked on the left hand side beneath your items ‘do you have a voucher?’. Here you can add one voucher code. There will be specific terms and conditions depending on the voucher as to how this works in conjunction with any other offers.

 

 

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 Secure Code?

 

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.

 

 

Are there Corporate discounts available for large orders?

 

For information on discounts on large orders please contact our Corporate team on 03444 93 10 10

 

 


 

 

Checking, Amending and Cancelling

 

 

 

I placed an order but didn't receive an order confirmation. Did you get my order?

 

The first place you should check is your order history. You can view this by logging in and viewing your account by clicking hello and your name in the top right hand corner of your screen. Within your account you will see the order history option in the left hand navigation menu. You will then see a full list of all orders we have received from you online and by phone, complete with order number, total price and date. If you do not see your order here please contact our Customer Service team on 03444 93 23 23 with your name, email and postcode as soon as possible.

 

 

Where can I see my order history?

 

For online, phone and post orders - you can view this by logging in and viewing your account by clicking hello and your name in the top right hand corner of your screen. Within your account you will see the order history option in the left hand navigation menu. You will then see a full list of all orders we have received from you online and by phone, complete with order number, total price and date.

 

 

How to find Your Order Number

 

Your order number will be visible upon completion of your order, an email order confirmation receipt will also be sent to you. Failing this you can check your order history. You can view this by logging in and viewing your account by clicking hello and your name in the top right hand corner of your screen. Within your account you will see the order history option in the left hand navigation menu. You will then see a full list of all orders we have received from you online and by phone, complete with order number, total price and date.

 

 

Can I amend my order after it has been placed?

 

This is only possible if your order has not been completed at our Despatch centre. You should immediately contact our Customer Service team on 03444 93 23 23 with your order number. Please note we cannot change next days orders after 6pm on the day of order.

 

 

How can I check my order status and track my order?

 

Please visit our Order Tracking page here

 


 

 

Returns, Replacements and Refunds

 

 

 

What if I’m not happy with my order?

 

You can order in complete confidence; if you’re not 100% happy with your order or we miss an important delivery date, then we guarantee we’ll immediately put it right for you – refunding or replacing as appropriate. Please contact us here – we’re here to help. Alternatively, you can return your order to any of our UK stores

 

 

What if my order arrives damaged?

 

All of our products have been thoroughly transit tested and carefully packed to ensure they arrive with you in perfect condition. In the event that your order does arrive damaged, please don’t worry. We guarantee we’ll put it right for you –replacing or refunding as appropriate. It’s really beneficial to us if you can take some photographs to show us the damage, it will help in working out how the damage may have happened, and then contact us here – we’re here to help!

 

 

Can I contact you about my in store purchase?

 

Of course; our customer service team are empowered to help, regardless of where or how you made your original purchase. However, please note that we cannot issue you with a refund over the phone for a purchase you made in our stores. Likewise our stores cannot refund you for a mail order purchase. Replacements can be made within reason and you will be asked to provide your proof of purchase before we can proceed. If you have any queries please contact us here.

 

 

Can I contact a store about my online purchase?

 

Of course; our stores are empowered to help, regardless of where or how you made your original purchase.

 

 

Where is my order?

 

You are able to track your Hotel Chocolat order and we will have provided you with the tracking information you need in the Order Confirmation email you will have received shortly after placing your order. Please use this to confirm delivery of your order before contacting us here A replacement or refund will be considered only after you have allowed sufficient time for your delivery to have been made, depending on the delivery service you selected at the time of your order. If you have tracked your order and have still been unable to locate it please let us know so that we can talk to our carrier and advise you further.

 

 

Can I contact you about a gift I have received?

 

Of course, we’re here to help so please contact us here.

 

 

What happens if I change my mind?

 

We want you to be 100% happy with your order and all of your purchases are covered by our No Excuses Guarantee. If you change your mind about the item(s) that you have ordered, please contact us here.

 


 

 

My Account

 

 

 

How do I change my password?

 

Click on your name, select update details then you can change your password

 

 

Can I save products for later?

 

If you add an item to your basket, it will stay there until you purchase the product or you remove it from your basket or clear your cookies / cache. You also have the option to add an item to your Wish List which will remember that you have shown an interest in the item until you choose to purchase or remove from your wish list.

 

 

Can I see my order history?

 

To view your order history, you will first need to log in. Once logged in, you will see ‘Hello …’ at the top of the screen along with your name. By selecting this, you will have a list of options, including ‘Order History’. This will show all of your previous orders.

 

 

How do I add recipes to my binder?

 

If you have found a recipe you are interested in, you will have an option on the recipe page to ‘Save to Recipe Binder’. You also have the option to add the Hotel Chocolat products used in the recipe to your bag with a view to purchase these.

 

 

Where can I manage my email / catalogue communication preferences?

 

You will first need to log in with your email address and current password. Once logged in, you will see ‘Hello …’ at the top of the screen along with your name. By selecting this, you will have a further list of options, including ‘Communication Preferences’. You will be able to select which types of communication you are happy to receive.

 

 

How do I review products?

 

You can write a review on each product by selecting the product you wish to review. At the bottom of the product page, you will have the option to enter your details into the ‘Tell us what you think’ form.

 

 

Where can I manage my addresses?

 

You will first need to log in with your email address and current password. Once logged in, you will see ‘Hello …’ at the top of the screen along with your name. By selecting this, you will have a further list of options, including ‘Manage Delivery Addresses’. This will present you with a list including your main address and previous addresses that you have saved. You will also have the option to ‘Enter New Address’ to your address book.

 

 

Where can I manage my payment cards?

 

You will first need to log in with your email address and current password. Once logged in, you will see ‘Hello …’ at the top of the screen along with your name. By selecting this, you will have a further list of options, including ‘Saved Payment Cards’. This will show a list of payment cards you have previously used and give you the option to delete these.

 

 

How can I set my reminders for events?

 

You will first need to log in with your email address and current password. Once logged in, you will see ‘Hello …’ at the top of the screen along with your name. By selecting this, you will have a further list of options, including ‘Manage Reminders’. This will show a list of reminders you have saved and give you the option to add a new reminder.

 


 

 

Products

 

 

 

What is the "Tree To Bar Experience"

 

Unique only to the Rabot Estate, and drawing on our expertise as a chocolatier as well as a grower, the Tree to Bar is an exclusive opportunity for guests to create their own chocolate! The Tree to Bar experience starts with guests walking on the estate cocoa groves selecting ripe cacao pods cut from the tree, and ends with making their own chocolate bars and truffles from beans that guests have roasted themselves. The tour includes all the stages in between: seedling nursery, fermenting room, sun-drying station, grinding, mixing and lots of tasting!

 

 

Where can I find out specific dietary information on products?

 

Dietary information is available on the product page to the right hand side of the product. If you require further information, we would ask that you send us an email at help@hotelchocolat.com

 

 

What is your chocolate ethics policy?

 

Here at Hotel Chocolat, we are very passionate about the Ethical side of our business. Our chocolate ethics policy can be found online via the following link - Engaged Ethics.

 

 

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.

 

 

Are there age restrictions on certain products?

 

Yes – when signing up to Hotel Chocolat, we ask you to confirm whether you are over 18 years of age as some of our products are age restricted, such as alcohol.

 

 

How do I review a product?

 

You can write a review on each product by selecting the product you wish to review. At the bottom of the product page, you will have the option to enter your details into the ‘Tell us what you think’ form

 

 

Do you grow all your own cocoa?

 

No, and this will never be our aim. However, we are proud to be one of the only chocolate brands to actually grow cocoa, on our own 140-acre estate in Saint Lucia. Together with the cocoa from 180 independent growers who are part of our sustainable cocoa programme in Saint Lucia, this accounts for c5% of the cocoa we use across our whole business. Being a grower has given us real 'at the coal face' knowledge about the issues facing all cocoa growers and made us a better partner for them. We have directly experienced the difficulties facing cocoa growers and, as a result, better understand the main issues of 1. how to make a sustainable level of profit 2. the agricultural quality challenges around gene type and fermentation/drying techniques. If we were to grow all our own cocoa, we could run the risk of creating a monopolist, neo-colonial-style cocoa power. Rather, we wholeheartedly celebrate and support cocoa farmers and cocoa farming communities around the world and strive to spread the sustainable blueprint we have created in Saint Lucia further around the world over the coming years. The technical expertise we have built up over nearly a decade as a cocoa grower means that we know what top-quality cocoa is really like, and the risks to cocoa quality, often locked into the cocoa before it has left the growing area. As chocolatiers we have also found that cocoa from different parts of the world has a dazzling array of flavours – the red fruit intensity of Vietnamese versus the roast nut notes of Ecuador. We love working with a wide spread of the planet's best cocoa and our customers love the huge spectrum of flavour notes.

 

 

Can I buy my favourite chocolate individually from the box it came in?

 

Yes. This is best served by taking a look through our Selectors range within the shop our collection area of our site.

 

 

Do the beauty products have a Best Before Date?

 

Each product features a PAO (Period After Opening) symbol. The symbol identifies the timescale of optimum efficacy of the product after first opening, it is used with a written number of months (i.e. 12M) It does not mean that the product will not be safe beyond that point. All of our products undergo rigorous and extensive testing to ensure their efficacy, safety and quality. In the EU, cosmetics products with a shelf-life of at least 30 months are not required to carry a “best before end…” date. Instead, there has to be "an indication of the period of time after opening for which the product can be used without any harm to the consumer".

 

 

Animal Testing:

 

We do not test our products on animals, nor do we commission testing of ingredients on our behalf.

 

 

Recycling:

 

Our goal at Hotel Chocolat is to provide consumers with safe, effective products and use recyclable materials whenever possible. What happens then depends on the local facilities available for recovery or recycling of packaging waste

 

 

Are the beauty products suitable for the face?

 

These products are very much designed with body care in mind. As such the levels of fragrance; levels of warming and particle size of exfoliation, are not developed with the delicate facial skin care in mind.

 

 

Parabens:

 

Parabens are a group of preservatives widely used in toiletries and beauty products. Recognising the specific demands that our consumers are making on their cosmetic products and their core beliefs, we have created this range without the use of parabens

 

 

What is different about the Rare & Vintage Collection

 

Just as with a fine wine, the terroir, fermentation techniques and the plant type itself are the major influencers of flavour. An estimated 80% of the flavour potential of the chocolate is locked into the bean by the time it leaves the plantation. That’s why we evaluate every single harvest before deciding which recipe to go for to really do justice to it – we test roasting time and temperature, conching time and temperature, cocoa percentage – we include this information on the batch label so that we can continually make changes to reflect what nature gives us each time.

 

 

Where is the chocolate made

 

All of the beans within our Rare & Vintage range have been sourced by us and the recipes are all developed by our team of Chocolatiers, ensuring we get the very best out of the specific beans. On the packaging of the 70g bars we have even stated who the Chocolatier is.

 

 

Are the grades suitable for diabetics

 

We support modern medical advice, which discredits the concept of ‘diabetic chocolate’. Enjoyed responsibly, chocolate can be enjoyed as part of everyone’s healthy balanced diet. Of course, it helps that the 100% grades in our Rare & Vintage range do not contain any added sugar and the high cocoa milks contain as little as 16% added sugar.

 

 

Is the range suitable for vegans

 

We believe our dark chocolate is suitable for vegans, however as it is made in the same environment as our milk chocolate we cannot guarantee it is free from milk traces.

 

 

What does conching time mean

 

Conching is all about developing the flavour of your chocolate. The more you conch the more mellow and smooth the flavours will become, the shorter you conch the more punchy and powerful the flavours will be. During our Rabot development it was all about experimenting to get a conch time which released the best flavours.

 

 

What is the Rabot Estate

 

Our own much-loved cocoa plantation, The Rabot Estate, was first established back in 1745 in Soufriere, Saint Lucia. The old estate house still stands proud, a survivor of wars, hurricanes and the ravages of sea and sun, down near the equator. The rich and fertile volcanic soil, high altitude (c.1000ft above sea level) and rainforest water all create a unique environment (terroir), perfectly suited to cocoa production, in which our cocoa trees flourish.

 

 

What is the Rare & Vintage Collection

 

We have made Rare & Vintage into our quality emblem, to be bestowed carefully upon all that meets our standards and becomes a part of our rare and vintage cocoa collection. It stands for all the enduring values we have learned to hold onto since we first became cocoa farmers ourselves.

 

 

What does Engaged Ethics mean

 

Engaged Ethics is our phrase for a ‘roll up the sleeves and get stuck in’ form of enlightened capitalism, leading and changing by example, by direct involvement and risk taking. Starting from scratch on our own estate in Saint Lucia we now have more than 150 other cocoa farmers who have joined our scheme. Being paid the right amount, being treated with respect and paid on time, giving a long term commitment to build a future on and by sharing ‘know how’ to improve quality and yield – all this was needed to bring cocoa farming back to being a viable and sustainable enterprise on this small island. We are looking for similar values when we buy beans from estates in other parts of the world and to share our knowledge to make cocoa growing an ethical and fulfilling enterprise. You can find out more here.

 

 

What are Natural Farming Methods

 

This is a term we use for the cocoa grown on our Rabot Estate. The Rabot Estate is not organically certified but farmed using organic principles. We do not use any pesticides at all. This is fully traceable as we manage the Estate ourselves and stringently oversee all processes. We also use this term for other grades that are made using organic cocoa beans but the other ingredients used are not organic.

 

 

What future plans are there for the Rabot Estate

 

The next stage of development for The Rabot Estate is to build a chocolate factory and start making chocolate using local ingredients and local labour. Making chocolate in Saint Lucia and exporting it to the UK is a reversal of the normal practice, which is to add all the value in Europe, giving only the value of the commodity to the cocoa growing economy. We will be training local people in chocolate making, using ingredients and creating a whole value chain around this new enterprise. We’ve already chosen our site and HRH Prince Charles kindly broke the ground during his latest visit to the island.

 

 

What is single côte chocolate

 

We're proud to be the world’s first chocolatier and cocoa grower to present a single côte chocolate, The Rabot Estate Marcial 70% dark. . Not just single origin (from one country), or even single estate, we've gone deeper into the world of cocoa and produced single côte chocolate using beans from a single terroir section of the plantation

 

 

Where are the cocoa beans in your single côte chocolate from

 

This single côte chocolate hails from our own plantation in Soufriere, Saint Lucia, where the cocoa has been kept separate as it is picked and fermented from each côte (terroir section) within the estate. This particular côte, Marcial, is a beautiful part of the estate near the Rabot lake, with a mix of grizzled 80-100 year-old trees and fresh new four-year-old trees planted as seedlings, all bearing the rare Trinitarios bean unique to the Rabot Estate.

 

 

Where can I find more information

 

More details about our single côte chocolate and the Rabot Estate can be found here.

 

 

How do you determine the cocoa percentage on the products that display a percentage

 

First of all we evaluate the cocoa bean, to get a better understanding of its character. We then trial a batch at least three times until we arrive to a % of cocoa which brings the best out of the bean. Hotel Chocolat is all about more cocoa less sugar, so during our Rare & Vintage development we aimed for our milk chocolate to be above 50% and our dark chocolate to be above 70%. This allows the true character of the bean to shine through

 


 

 

Shops and Cafes

 

 

 

Where can I find details of Hotel Chocolat stores?

 

You can view Hotel Chocolat’s store locations by selecting the ‘Our Locations’ tab at the top of the page. This will show all Hotel Chocolat stores alphabetically. You can search for your nearest store by entering your postcode or town in the ‘Location Finder’ search bar.

 

 

Can I buy online and collect in store?

 

Yes. You will find this option in the 2nd page of checkout as a delivery option, tick 'collect from store'.

 

 

Can I return online orders in store?

 

Yes

 


 

 

Hotel

 

 

 

What sort of clothing should I take?

 

It is never cold, so don’t worry about that. As it is close to the rainforest, we occasionally experience tropical downpours, but these often last only a matter of minutes. As well as the usual swimming trunks etc, we recommend bringing a good sun and water resistant hat, a slip-over waterproof, small rucksack and trainers/light walking boots if you are intending to be active. The dress code for Boucan evening dinner is smart/casual and ladies a cocktail dress is never out of place!

 

 

What’s the currency?

 

Two currencies are used and both acceptable everywhere – US Dollars and Eastern Caribbean Dollars. We work with US Dollars at the hotel.

 

 

Do I need a visa?

 

Holders of UK, European Community or US passports need no visa.

 

 

Is Wifi avaialble in my room?

 

Complimentary Wifi is available throughout the hotel.

 

 

Do we provide beach towels?

 

Yes

 

 

What’s in my room?

 

Four-poster bed with mosquito net • REN toiletries from London • iPod and docking station – pre-loaded with playlists inspired by the estate • Welcome bottle of chilled prosecco • Freshly ground coffee, Jing tea, freshly made chocolate treats, water & ice – all refreshed daily • Daily housekeeping • Safety deposit box • Hair Dryer, vanity & sewing kits • Super-high tread count cotton sheets & towels • Free WiFi

 

I've pre-ordered an airport transfer, where will the driver be waiting?

 

The driver will be waiting in the arrivals area (after you pass through customs) with a Hotel Chocolat sign.

 

 

Do I need to pre-book a hire car

 

If you wish, or we can arrange for you when you arrive.

 

 

Is there a 24 hour front desk?

 

No, the service desk operates between 7am and 11pm.

 

 

Is there provision for disabled guests?

 

Unfortunately due to the steep terrain and uneven landscape we are not able to accommodate wheelchairs

 

 

Is the hotel Suitable for Children?

 

Again, due to the steep terrain and positioning of the hotel, we regret that it is not suitable for children less than 12 years.

 

 

Is the hotel available for exclusive use?

 

The hotel is an ideal escape for groups as the entire property can be hired for private use. Please contact us here for more details. We have 14 rooms and also have arrangements with nearby partner hotels if required.

 

 

What type of adaptor is needed?

 

The plugs and voltages are the same as the UK. US guests will need a 3 pronged UK style adaptor.

 

 


 

 

Contact Specific Departments

 

 

 

Do Hotel Chocolat accept charity requests?

 

All charity and donations requests are reviewed on an individual basis. We would ask that you send your request via email to help@hotelchocolat.com, including the full details of your request, as well as the registered charity number.

 

 

Where can I find more information for a school, college or university project?

 

We’d be more than happy to send some information out to you for a school or university project. If you’d like to send us an email at help@hotelchocolat.com along with the age the information is intended for and a postal address for us to send it to, we’ll be happy to arrange this.

 

 

Who should I contact about Marketing?

 

Please don't hesitate to get in touch if you have ideas, feedback or questions about any aspect of our Marketing. If you would like to find out more about our innovative and exciting business opportunity, please contact us at: marketing@hotelchocolat.co.uk

 

 

Who should I contact about PR?

 

If you would like to work with Hotel Chocolat, Tasting Club, Roast+Conch, Rare & Vintage, or Boucan we would love to hear your ideas! Please contact us at: pr@hotelchocolat.co.uk

 

 

Who should I contact about Affiliate Marketing?

 

To find out more about Affiliate Marketing with Hotel Chocolat, please visit our Affiliates page

 

 

I have seen an error on your website – who should I contact

 

If you’ve noticed an error on our website, please send us an email at help@hotelchocolat.com