Frequently Asked Questions (FAQs) – Cocoa Lovers UK
Welcome to Cocoa Lovers UK! We are passionate about bringing you an exceptional chocolate experience inspired by the finest traditions. To help you make the most of your journey with us, we’ve compiled answers to the most common questions below. For any further queries, our dedicated customer support is ready to assist you via the contact form on our website.
About Our Products & Ingredients
1. What makes Cocoa Lovers UK chocolate special?
At Cocoa Lovers UK, our philosophy is rooted in authenticity and quality. We are dedicated to crafting chocolates that honour the true essence of the cocoa bean. This means we pay meticulous attention to every step, from seeking sustainable cocoa sources to our unique roasting methods that aim to deepen the flavour. We believe in simpler recipes, often with a higher cocoa content and less sugar, to let the complex, natural notes of the chocolate shine through.
2. What are your chocolates made from?
We believe in transparency. Our products are crafted with a focus on high-quality, natural ingredients. You will find detailed ingredient lists and allergen information clearly displayed on every product page on our website. We encourage you to review this information carefully before making your selection to ensure it meets your dietary needs.
3. Are your products suitable for people with allergies or dietary restrictions?
We take food safety seriously. All our product packaging and online descriptions provide comprehensive allergen advice. Please note that while we have stringent processes, our chocolates are produced in an environment that handles allergens, including nuts, milk, soy, and gluten. Therefore, we cannot guarantee that any product is completely free from traces of these allergens.
4. How should I store my chocolates to keep them at their best?
Chocolate is sensitive to heat, light, and strong odours. For optimal taste and texture, we recommend storing your chocolates in a cool, dry place away from direct sunlight. The ideal storage temperature is between 15°C and 18°C (59°F – 64°F). For the finest experience, consume them by the best-before date on the packaging.
Placing an Order & Your Account
5. How do I place an order on cocoaloversuk.com?
Simply browse our collections, select your favourite items, and add them to your basket. When you’re ready, proceed to our secure checkout where you can review your order, choose a delivery option, and complete your purchase using one of our accepted payment methods.
6. What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as secure payment services like PayPal and Klarna to offer you flexibility at checkout.
7. Can I modify or cancel my order after placing it?
We strive to process orders swiftly to get your chocolates to you as soon as possible. If you need to make a change or cancellation, please contact us immediately through the website. We will do our very best to assist you, but we cannot guarantee changes once an order has entered the packing and dispatch stage.
8. How do I create and manage a Cocoa Lovers UK account?
You can create an account during checkout or by visiting the dedicated “My Account” section on our website. Having an account allows you to save your details for faster checkout, track your orders, view your order history, and manage your subscription preferences easily.
Delivery Information
9. What delivery options are available?
We offer a range of delivery services to suit your needs. Available options and any applicable charges will be clearly shown and can be selected during the checkout process before you confirm your order.
10. When will my order be dispatched and how can I track it?
Orders are processed promptly. Once your order has left our fulfilment centre, you will receive a dispatch confirmation email. For most services, this email will include a tracking link or number so you can follow your parcel’s journey to your door.
11. Do you deliver outside the United Kingdom?
Currently, we are only able to deliver to addresses within the United Kingdom (England, Scotland, Wales, and Northern Ireland).
Returns, Refunds & Guarantees
12. What is your returns policy if I am not satisfied?
Your happiness is our priority. If you are not completely delighted with your purchase, please get in touch with our customer support team via the website. We will gladly guide you through the process for a return, exchange, or refund in line with our policy. Please note that for reasons of hygiene, we cannot accept returns on perishable food items that have been opened or partially consumed unless the product is faulty.
13. What is the Cocoa Lovers UK guarantee?
We stand firmly behind the quality of our products. Our guarantee is our promise to you. If you receive an item that is damaged, faulty, or not as described, please contact us without delay. We will investigate promptly and arrange for a suitable resolution, which may include a replacement, exchange, or refund.
Subscriptions & Gifts
14. How do your chocolate subscriptions work?
Our subscription service is designed to deliver a regular chocolate delight to you or a loved one. You can choose the product, frequency (e.g., monthly), and duration. You maintain full control and can easily pause, skip a delivery, modify, or cancel your subscription at any time by logging into your online account.
15. Can I send a gift directly to a recipient?
Absolutely! Our chocolates make a perfect gift. During checkout, you can enter a different shipping address for the recipient. You also have the option to include a personalised gift message. We ensure the packaging remains elegant, with prices never shown on the outside.
Website & Technical Support
16. How can I reset my account password?
If you’ve forgotten your password, simply click on the “Forgotten your password?” link on the login page. You will be guided through the steps to reset it securely via your registered email address.
17. Is my personal and payment information secure on your website?
Security is paramount. Our website uses industry-standard encryption (SSL) technology to protect all your personal and financial data during transmission. We comply with all relevant data protection regulations. You can shop with confidence, knowing your details are safe.
Thank you for choosing Cocoa Lovers UK. We are honoured to be part of your chocolate moments and are committed to providing you with exquisite taste and outstanding service.