A Covid-19 Update for all our Amazing Customers
Our lives have become an ever-changing landscape due to the Coronavirus, and it is paramount that we protect the safety and well-being of our staff and customers. With this in mind, we would like to update you on some of the measures we have taken thus far.
As a food producer and distributor, during the current climate we are:
Following the Government’s guidance on safety measures
In our chocolate kitchen we have taken on measures to keep our team safe, including:
- Strict social distancing
- Monitoring the temperature of each team member daily
- Providing specific protective gloves and masks
Given these measures and the situation which has caused them, we have had to increase the delivery times to send orders out.
To work safely at this time, with our reduced staffing levels, we have removed the next-day delivery option from the website, and have increase the time frame of our deliveries to 5-10 working days from order (this is for both standard deliveries and tracked deliveries).
We are doing our absolute best to get your orders delivered for when you want them. We cannot issue any refunds due to later deliveries, or missed deliveries, during the current circumstances. We will instead offer credit vouchers where applicable.
Our Delivery Partners
Once your order leaves our chocolate kitchen, our couriers take guardianship until it reaches its final destination. Our delivery 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 will not need to sign for it, nor will you need to take it directly from the courier in order to minimise risk at every opportunity.
Keeping our team strong, and together
We do not know how this ‘new way of life’ will last for, but we do know that we will get through it, together. We have had to furlough a number of people, including some of our café staff (some we have been able to transfer to either the chocolate kitchen or warehouse), but thanks to the Government’s commitment, we intend to keep the team together as much as is humanly possible, and to pay everyone in full wherever possible.
Bringing smiles and hugs to our amazing customers
Our motto, to EAT . DRINK . LOVE . CHOCOLATE has rarely been so relevant. It is the small things which keep life as ‘normal’ as possible, and bring joy to people’s faces.
The heart-felt gift messages we have seen written by customers for their loved ones; the reviews we have received from gift givers and receivers; and the customer emails of thanks all go to show that we are able to make a difference and help people, in our small way, through these difficult times.
Keeping in Touch
We are still here. Our small Customer Service team remains on hand to provide our website visitors and customers with help and information.
Please bear with us if we take a little longer than usual to get back to you. We are working remotely (and some of us have little ones at home demanding a lot of our attention!).
If you have a question: view our Frequently Asked Questions, where hopefully you will find the answer.
If this doesn’t help: feel free to email us at firstname.lastname@example.org, or via our Contact Us form. Alternatively, you can reach out to us via our Social Media channels.
Our Cocoba Cafe
Our beloved flagship chocolate café will be temporarily closed for a second time, from Thursday 5th November. We hope we will be able to open up again in time for Christmas.
We were first closed from 22nd March - 3rd July 2020, but were excited to open again. For the safety of all our customers and staff, we follow government guidelines, and worked closely with Bluewater, to ensure a safe environment, while still providing the relaxing, choco-licious experience we know you love.
We thank you for your understanding, and your ongoing support of our small family run business.
Stay safe, stay sane, stay home (for now),
Darren, founder and chief chocoholic