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.
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’.
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.
Yes! If you have two or more items in your basket youwill be presented with the option to send your order to multiple addresses.Simply tick the box to show you want to split your order, and we will take youthrough the process to ensure we send the right product to the right person.You can add a gift note for each individual address you send to.
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.
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.
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 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: Online Returns, Cocoba Chocolate, Unit G3, Knights Park Industrial Estate, Knight Road, Rochester, ME2 2LS.
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).
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.
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.
Check in your junk email box, but if you still can't see it just email us at email@example.com and we will take a look for you.
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.
Every product had its ingredients and nutritional information included on the product detail page, in the ‘ingredients and nutrition’ tab.
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.
We do also offer a number of other payment methods if you do not want to add your card details however. These include Klarna, PayPal, GooglePay, and Apple Pay.
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 email@example.com 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.
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 firstname.lastname@example.org and we can check the status of the order for you.
Otherwise, in general: No Frills Delivery dispatched within 4-6 working days. Standard Delivery dispatched within 2-4 working days.
Please note: orders are dispatched and delivered on business days only (Monday through Friday, except major holidays).
Next Day Delivery the following working day from the order date.
Please note: orders must be placed before 11am for next day delivery. Orders are dispatched and delivered on business days only (Monday to Friday, except major holidays).
Please visit the Contact Us section if you have a complaint, or e-mail: email@example.com.
One of our customer service team will get back to you as soon as possible.
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.
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.
Unfortunately, at present we are unable to deliver outside of the UK.
Split the cost into monthly installments or pay in full up to 30 days later with Klarna.
To use this payment option, add the products you wish to purchase to your cart and select "Klarna" when you check out. Follow the instructions to enter your details and select your preferred payment option to proceed and complete your purchase. Once your purchase is complete, Klarna will send you an immediate email confirmation and reminders when it's time to pay.
Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply.
Pre-order allows you to purchase a product before it’s available. By pre-ordering the product you reserve it and ensure that you’re amongst the first to receive the product after its sales start date has passed and it has been made available for purchase. The sales start date shown under the order button indicates the approximate date on which you should be receiving your pre-ordered product.
Subscription items are shipped around the 10th day of each month.
If you have placed an order for a new subscription after the 10th day of a month, you can expect to receive your first subscription order after the 10th of the following calendar month. Thereafter, your subscription will be delivered monthly until the end of your subscription period. There is no obligation, and you can modify or cancel your subscription anytime.
If you have any questions about a subscription, please email us at firstname.lastname@example.org.