Frequently Asked Questions
Here is a list we have compiled of our most frequently asked questions, in the hope that they may be of use to you.
If you can't find the answer you are looking for below, please feel free to contact us directly.
Can I add a gift message to an order?
Yes, you can. You can add a note to your order in the Shopping Cart, where you can see an area ‘ADD A GIFT NOTE / DELIVERY INSTRUCTIONS TO YOUR ORDER’.
Can a gift receipt be sent with my order rather than an invoice?
All orders are sent with a packing slip, showing the products that have been ordered, the recipient name and address and the person who ordered. No pricing is included on the packing sheet.
Can I send to multiple addresses in one order?
Unfortunately we do not currently have the functionality to send to multiple addresses in one order. If you want to send to multiple addresses, you will need to place multiple orders.
Can I amend my order once it’s placed?
Please send an email to email@example.com as soon as you realise you want to amend your order. If we are able to catch it before the order is prepared for shipping then we should be able to amend it for you.
Can I cancel an order once it’s placed?
Email firstname.lastname@example.org as soon as you realise you want to cancel your order. If we are able to catch it before the order is dispatched we should be able to cancel it for you, and provide a full refund. Please note that any orders for personalised products cannot be refunded.
What’s your returns and refund policy?
We will always strive to deliver your order in perfect condition and on time. If, however, your chocolates do not arrive within the time frame you paid for, or are damaged on arrival, we will be happy to offer a refund or replacement product. Unfortunately we are unable to refund personalised bar orders, unless they do not arrive within the time frame you paid for, or are damaged upon arrival. If you are a consumer and have purchased any of our other products (which are not personalised items), you have a right to cancel the order up to 14 days after you received the goods in accordance with the following provisions. This means that if you change your mind during this time or decide for any other reason that you do not want to receive or keep the goods, you can notify us of your decision to cancel the order and receive a refund. The easiest way to cancel an order is to email us at email@example.com. Your cancellation is effective from the date you send us the email. You must return the goods to us not later than 14 days after you let us know that you wish to cancel the order. Please return the goods to; Returns Cocoba Chocolate Unit A3, Northfleet Industrial Estate, Northfleet Kent DA11 9SN Please ensure you obtain a Proof of Postage when you return the goods to us in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We will process your refund as soon as possible within 14 days of receiving the goods back, or within 14 days of you providing evidence of having sent the goods back. If you have not received the goods from us before cancelling the contract, we will make any refunds due to you within 14 days of you informing us of your decision to cancel the order. You will be responsible for the cost of returning the products to us, unless the products are damaged, not as described or there is a delay in delivery, in which case we will reimburse you for any reasonable costs you incur in returning the products to us (and will also reimburse you in full for the price of the products, together with any applicable delivery charges).
How do I use an offer code I have?
You can add an offer code at checkout. On a PC you will see an area to add your offer code under the list of products being purchased. On a mobile, this section can be accessed by clicking on ‘Add Offer Code / show order summary’ at the top of the checkout.
I have placed an order but not received any order confirmation or ship confirmation emails?
This could be to do with your email provider's spam settings, so we would recommend you add 'firstname.lastname@example.org' to your email address book to try to ensure our emails get through.
Why am I not receiving my email newsletters?
This could be to do with your email provider's spam settings, so we would recommend you add ‘email@example.com ‘ to your email address book to try to ensure our emails get through.
Where can I find product ingredients?
Every product had its ingredients and nutritional information included on the product detail page, in the ‘ingredients and nutrition’ tab.
Is it safe to use my credit card?
Yes, we take our customer’s safety and security extremely seriously. If you choose a direct payment gateway to complete your purchase, then Shopify, our online e-commerce platform, stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted. All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard and American Express. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
How do I unsubscribe from email?
If you have signed up to our email newsletters, but no longer wish to receive these communications from us, you can unsubscribe at any time, by clicking the unsubscribe link at the bottom of any of our newsletters. Alternatively feel free to email us at firstname.lastname@example.org and we will unsubscribe you. Please note it could take about a week for this to filter through so you may receive the odd email after unsubscribing.
When will I receive my order?
For information on a specific order you've already placed, please refer to the latest Cocoba confirmation email. You may need to check in your junk mail inbox if you cannot find the email immediately. Alternatively, email email@example.com and we can check the status of the order for you. Otherwise, read below for general details: Standard Delivery Delivery within 2-5 working days from the order's dispatch date. Please note: orders are dispatched and delivered on business days only (Monday through Friday, except major holidays). Next Day Delivery Delivery the following working day from the order date. Please note: orders must be placed before 12 noon for next day delivery. Orders are dispatched and delivered on business days only (Monday to Friday, except major holidays).
What should I do if I have a query or complaint?
Please visit the Contact Us section if you have a complaint, or e-mail: firstname.lastname@example.org.
Does my delivery address have to match my billing address?
No, you can place an order to be delivered to an address other than your billing address. Just be sure to add your billing address on the payment page so the transaction goes through successfully.
What happens if you deliver when I am not in?
If you are not in when the courier attempts to deliver you should receive a slip through the letterbox letting you know. They will usually leave the order with a neighbour, or attempt to redeliver.
Can I order from overseas?
At present we deliver to the following European countries: Aland Islands, Andora, Austria, Belgium, Bulgaria, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Greece, Greenland, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Vatican City.