Subscription FAQs

How do I change my delivery frequency?

1. Go to your Hotel Chocolat ‘Subscriptions – My Subscribe & Saves’ page here.
2. Log in with your subscription account details.
3. Under the ‘My Upcoming Orders’ section, find the subscription you wish to make changes to and select the drop-down menu next to ‘Frequency’.
4. Select the 1-, 2-, or 3-month option that suits you.
5. The page will then show a confirmation of your requested change.
6. Your next despatch date will not change and will need to be amended manually if further changes are desired. Find out how here.

Please note this option isn’t applicable to guests on a committed Velvetiser™ & Drinking Chocolate or Podster & Rabot Estate Coffee Subscriptions due to set delivery frequencies on these subscriptions.

How do I change to a different product/flavour?

To change to an alternative product/flavour within your subscription category (e.g. Drinking Chocolate Sachet to Pouches or Everything Curated Collection to Mellow), follow these steps:

1. Go to your Hotel Chocolat ‘Subscriptions – My Subscribe & Saves’ page here.
2. Log in with your subscription account details.
3. Under the ‘My Upcoming Orders’ section, find the subscription you wish to make changes to and select the drop-down menu next to ‘Product’.
4. Select the product/flavour option that suits you.
5. The page will then update to show your requested change.

To change to a different product category (e.g. Drinking Chocolate to Sleekster), you will need to cancel your existing subscription and follow the standard sign-up process for the new subscription.

How do I change or update my payment card details?

1. Go to your Hotel Chocolat ‘Wallet’ page here.
2. Log in with your subscription account details.
3. Go to the 'Saved Cards' section and select the ‘Add new’ button.
4. Select the card type, then enter the long card number, expiry date, and security code details from your payment card.
5. Complete the name and address as registered with your bank for this payment card and select the ‘Save’ button.
6. The Wallet page will then refresh and show your new card details. Check that the white ‘default card’ marker appears beside your new card. If it doesn’t, simply click the ‘Make default’ button next to your chosen card.

Please note you will need to add the new/updated card details first before removing any existing card details.

How do I change the quantity of my subscription?

1. Go to your Hotel Chocolat ‘Subscriptions – My Subscribe & Saves’ page here.
2. Log in with your subscription account details.
3. Under the ‘My Upcoming Orders’ section, find the subscription you wish to make changes to and select the drop-down menu next to ‘Quantity’.
4. Select a quantity between 1-10 that suits you.
5. The page will then show a confirmation of your requested change.

Please note this option isn’t applicable to guests on a committed Velvetiser & Drinking Chocolate or Podster & Rabot Estate Coffee Subscriptions due to set quantities on these subscriptions.

How do I change the date of my order?

1. Go to your Hotel Chocolat ‘Subscriptions – My Subscribe & Saves’ page here.
2. Log in with your subscription account details.
3. Under the ‘My Upcoming Orders’ section, find the subscription you wish to make changes to and select the ‘Reschedule this order’ option.
4. A new window will appear with further options. Use the calendar in the ‘Delay or bring forward your delivery’ section to choose a new date for your order to be processed and click the ‘Save date’ button; or if you need your order as soon as possible select the ‘Send now’ button in the ‘Send me this order ASAP’ section and we will process your order within 24 hours.
5. The page will then show a confirmation of your requested change.

Please note this option isn’t applicable to guests on a committed Velvetiser & Drinking Chocolate or Podster & Rabot Estate Coffee Subscriptions due to set quantities on these subscriptions.

How do I skip a delivery?

1. Go to your Hotel Chocolat ‘Subscriptions – My Subscribe & Saves’ page here.
2. Log in with your subscription account details.
3. Under the ‘My Upcoming Orders’ section, find the subscription you wish to make changes to and select the ‘Reschedule this order’ option.
4. A new window will appear with further options. Select the ‘Skip order’ button .
5. Click the ‘Save date’ button and we will resume your order on the next valid date based on your subscription frequency.
6. The page will then show a confirmation of your requested change.

Please note this option isn’t applicable to guests on a committed Velvetiser & Drinking Chocolate or Podster & Rabot Estate Coffee Subscriptions due to set quantities on these subscriptions.

How do I pause my subscription?

You can take a break from your subscription by changing the frequency, changing the date of your upcoming order, or skipping a delivery. You’ll find instructions for each below.

How do I change my delivery frequency?

How do I change the date of my order?

How do I skip a delivery?

How do I change my delivery address?

1. Go to your Hotel Chocolat ‘My Details – Address Book’ page here.
2. Log in with your subscription account details.
3. Click the button to ‘Add new address’ or ‘Edit’ to amend an existing entry.
4. Complete the required fields as shown by the asterisk (*) and click ‘Save’.
5. Once the address you wish to use has been saved, ensure the ‘Default Delivery address’ box is ticked. A pop-up will ask you to confirm this change.
6. The page will then update and show a confirmation of your requested change. This address will be used for all future subscription deliveries.

When will I receive my subscription delivery?

Your subscription order will be processed every 30, 60, or 90 days as per your chosen frequency. Don’t worry - we’ll send you an email 5 days before your order is processed as a reminder so you can make any changes up until 11:59pm on the 5th day.

Once processed, your order will be shipped with FREE standard UK delivery and can be expected to arrive in 3-5 working days. Please see our delivery details page here for more information.

Can I set preferences due to dietary requirements/allergens/personal preference?

The Monthly Curated Collection is the only subscription where we are unable to guarantee that certain products will or will not be included. For this reason, it is not suggested for anyone with specific dietary needs or allergies.

For all other subscriptions, please review the product details page or packaging for full list of ingredients and allergens.

Can I gift a subscription to friends and family?

Yes, but for fraud and security purposes we do require that the first order of any new subscription be delivered to the default billing address. After this you may change the delivery address via the following steps:

1. Go to your Hotel Chocolat ‘My Details – Address Book’ page here.
2. Log in with your subscription account details.
3. Click the button to ‘Add new address’ or ‘Edit’ to amend an existing entry.
4. Complete the required fields as shown by the asterisk (*) and click ‘Save’.
5. Once the address you wish to use has been saved, ensure the ‘Default Delivery address’ box is ticked. A pop-up will ask you to confirm this change. 6. The page will then update and show a confirmation of your requested change. This address will be used for all future subscription deliveries.

Please remember that it is still your subscription and only you can make any further changes to future deliveries; you will also remain responsible for payment.

What payment methods are accepted for subscriptions?

A valid credit/debit card is required for our subscriptions. We accept Visa, Mastercard, American Express, and Maestro. We are unable to accept payment via Klarna, PayPal, ApplePay, AmazonPay, or Gift Card.

We want to make your subscription hassle-free so payment will be taken at point of purchase for the initial order and at point of processing for all subsequent orders.

As your subscription is an on-going commitment, we will securely store your payment details for future deliveries. Please note, this cannot be done via Guest checkout.

What happens if my payment is unsuccessful?

If a repeat subscription payment is not successful, we will automatically re-attempt the payment again every 3 days up to 3 attempts.

If the payment continues to be unsuccessful or the card has expired, the subscription delivery and any other requested products will not be sent. You will be notified via email if a payment has not been processed.

Can I send my subscription to an international address?

Yes – a Monthly Curated Collection can be bought online as a one-off purchase as well as a subscription. If you really enjoy one of the products featured in a collection, you will be able to purchase it individually either in-store and/or online.Unfortunately, our subscription service is currently only available to customers within the UK.

Can I use a discount/offer code against my subscription?

Discounts/offers may not be applied to subscription orders unless otherwise specified.

How do I add one-item items to my subscription order?

1. Go to your Hotel Chocolat ‘Subscriptions – My Subscribe & Saves’ page here.
2. Log in with your subscription account details.
3. Under the ‘My Upcoming Orders’ section, select the ‘Shop Now’ button to see a list of available products.
4. See something you like? Just click on the product and select the ‘Add this to my DD/MM/YYYY order’ which will appear above the standard ‘Add to bag’ button.
5. Select if you would like this as a one-time delivery or as a new subscription (if applicable) and then choose the ‘Add to next order’ button. 6. A confirmation will be shown, and you can then return to view this item as part of your upcoming order.

Please note that this is only a request to add the item to your future order and no payment is taken until your subscription order is due. As such, your request is as stock lasts. Should you urgently require the product, we would suggest placing a regular order via the online check-out.

Due to limited stock, some seasonal and sales items are not available to add to your subscription order.

How do I cancel my subscription?

We’re sorry to hear that you’d like to cancel your subscription. Have you considered alternative options such as changing your delivery frequency, product/flavour, or skipping your next delivery?

If you would still like to proceed with cancelling your subscription, please follow the steps below:

1. Go to your Hotel Chocolat ‘Subscriptions – My Subscribe & Saves’ page here.
2. Log in with your subscription account details.
3. Under the ‘My Upcoming Orders’ section, find the subscription you wish to cancel and select the ‘Cancel subscription’ link.
4. A new window will appear asking you to select the reason you wish to cancel, then select the ‘Cancel subscription’ button.
5. The page will then show a confirmation of your request and your subscription will move to the ‘My Cancelled Subscriptions’ section towards the bottom of the page.