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CONTACT US

Hotel Chocolat
Customer Service: 03444 93 23 23
Order Line: 03444 93 13 13 (24 hour)

Scroll to the bottom of this page to contact us

ORDERING

Find and add items to your shopping bag.

Once on the Hotel Chocolat mobile website you can click on the Hotel Chocolat link. 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 click on the item you wish to purchase and click the ‘Add to your bag’ link. You will then see your selection has been added to your bag.

1. Sign In, Create a new account and checkout

You must sign in to complete your order. This is achieved by either continuing through checkout or by clicking on the ‘My Account’ in the footer. 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.

2. Choose your delivery options

You can either deliver to an address of your choice or collect from certain Hotel Chocolat stores. You can choose your delivery method and date.

3. Choose your gifting options

‘Accessorise’ your order with a gift card and / or gift bag of your choice. You can add a ‘don’t open until’ message and also send your item anonymously. You will then be asked to review our terms and conditions prior to completing your order and paying for your items.

4. Payment

Please review all aspects of your order prior to entering any payment details. This page will also confirm any item quantities, messages, vouchers, discounts and offers you have within your shopping bag, whilst breaking down your delivery and gifting costs as well as VAT.

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).

Can I order in any other way?

You can order by telephone 24 hours a day at 03444 93 23 23 or by post at Hotel Chocolat Ltd, Mint House, Royston, Hertfordshire, SG8 5HL. Alternatively you can shop in any of our retail stores.

 

REGISTERING

Why can't I 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 this link and then enter your email address. You will be sent and email explaining how you access a password.

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

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

 

SHOPPING BAG

How do I put items in the Shopping Bag?

If you want to order an item, click the 'add to your shopping bag' button on the item's product detail page.

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 and clicking remove beneath each product.

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

Simply click ‘checkout' within your shopping bag. You will then be asked to login if you have not done so already before continuing through to checkout.

 

DELIVERY

What are the 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 £6.95 for multiple items, with specific AM options at £6.95 for single items or £8.95 for multiple items.

What are delivery options for the EU?

EU deliveries take 5 to 8 working days and cost £7.95 for single items or £9.95 for multiple items.

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.

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 email help@hotelchocolat.com.

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 93 23 23 (Mon - Fri 8:30 to 19.00 Sat - 9.00 to 14.00.)

Do you offer next day delivery?

Yes - Next day delivery is available at £4.95 for single items or £6.95 for multiple items within the UK. Excluding Sundays and Bank Holidays. This is not available outside the UK at this time.

Do you offer specific day delivery?

Yes - Nominated day delivery is available at £4.95 for single items or £6.95 for multiple items, with specific AM options at £6.95 for single items or £8.95 for multiple items. But this is not available outside the UK at this time.

Do you offer specific time delivery?

Yes - specific AM options at £6.95 for single items or £8.95 for multiple items. But this is not available outside the UK at this time.

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

During step 2 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.

Can I send to multiple addresses in one order?

Yes, but unfortunately not via our mobile website at the present time, sorry! During step 2 of checkout on our desktop site 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.

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

Yes, but unfortunately not via our mobile website at the present time, sorry! During step 3 of checkout on our desktop site 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.

Can I order online and collect form my local store?

Yes. During step 2 of checkout you will find the delivery page from which you can either select an address or ‘collect from store’.

 

GIFTING

Can I add gift bags / wrapping to an order?

Yes. On page 3 of checkout you will find the new 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.

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.

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!

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 items may arrive early, but are not allowed to be opened until that special day!

 

PAYMENT, VOUCHERS AND DISCOUNTS

What payment methods do Hotel Chocolat accept?

Online and by phone we accept Visa, Mastercard, Maestro, American Express and PayPal. Please note PayPal is not available via our mobile site at this time. 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 email help@hotelchocolat.com.

Do you accept PayPal?

Yes, but not on our mobile website at the present time.

How do I get a 5% Tasting Club discount on the Hotel Chocolat mobile website?

We will do this for you automatically. Our mobile 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 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?

You can enter your voucher on the Shopping Bag page. 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?

Yes. Corporate discounts will be automatically added to your website order. For further information on discounts on large orders please contact our corporate team on 08444 93 10 10 or please email sales@hotelchocolat.com.

 

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 'my account' at the bottom 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 08444 93 23 23 with your name, email and postcode as soon as possible.

Where can I see my order history?

You can view this by logging in and viewing your account by clicking 'my account' at the bottom of your screen. Within your account you will see the order history option. 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 'my account' at the bottom 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 dispatch centre. You should immediately contact our Customer Service team on 08444 93 23 23 with your order number.

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

Please visit our Order Tracking page on our full site.

 

RETURNS, RESENDS 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 – 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 are carefully packed to withstand their journey in the post and we are confident they will arrive with you in perfect condition. In the event that your order does arrive damaged, please don’t worry. We guarantee we’ll immediately put it right for you – refunding or replacing as appropriate. Please contact us – we’re here to help. Alternatively, you can return your order to any of our UK stores.

Can I contact you about my in store purchase?

Of course; our customer experience team are empowered to help, regardless of where or how you made your original purchase. Please contact our Customer Service team at help@hotelchocolat.com.

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.

Can I contact you about a gift I have received?

Of course, we’re here to help so please email help@hotelchocolat.com.

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 email our Customer Service team at help@hotelchocolat.com.

 

MY ACCOUNT

How do I change my password?

You will first need to log in with your email address and current password. Once logged in simply select ‘Update Password’. You will be asked to enter your current password and what you wish for your new password to be. Once completed, ‘Save Changes’.

Can I see my order history?

To view your order history, you will first need to log in. Once logged in in simply select ‘Order History’. This will show all of your previous orders.

 

PRODUCTS

Where can I find out specific dietary information on products?

Dietary information is available on the product page. You can also visit our Dietary Information page here for a general guide. If you require further information please email 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 on our full site here.

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. Under the 2003 Licensing Act it is an offence to purchase or attempt to purchase alcoholic liquor if you are under the age of 18. We will not sell or deliver alcohol to anyone who is, or appears to be, under the age of 18. By placing an order for alcohol you confirm that you are at least 18 years old and we reserve the right not to deliver if we are unsure of this.

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.

View the full desktop site here.

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Copyright © 2016 Hotel Chocolat

Hotel Chocolat Ltd, Mint House, Royston, SG8 5HL

UK Tel: 03444 93 13 13