Frequently Asked Questions
Frequently Asked Questions - Answered for You
What do you mean when you say your packaging is plastic free?
We’re incredibly proud that all of our chocolates come in plastic free packaging. We use compostable bags which will biodegrade.
What shipping services do you offer?
For shipping within the UK, we offer two services. Standard Delivery which takes an estimated 3-5 days, or Speedy Post which takes an estimated 1-2 days.
We offer international shipping using Royal Mail, Parcelforce or UPS. Depending on the weight of your items, you may have to contact us directly on either email@example.com or 01403 865687. If you are calling from outside of the UK, our telephone number is +44 1403 865687.
Can I change my address?
Yes, if you notice your address details are incorrect on your order confirmation, please send us an email as soon as possible so we can amend this for you. Once your order has been dispatched I’m afraid there is no way for us to amend the address.
Can I amend my order or add additional items?
Yes please email firstname.lastname@example.org with the items you would like to change or add. We can then pop you over an invoice if additional products have been added. If you would prefer to do this over the phone, then please call 01403 865687.
What does Fairtrade mean?
Being Fairtrade means that we pay a fair price for our cocoa beans from small-scale cocoa farmers in the Dominican Republic. Fairtrade supports these farmers by ensuring that schools are built and poorer families are supported with scholarships.
Making cocoa farming more sustainable is one of Fairtrade’s goals - at Cocoa Loco, we share that same vision. By buying Fairtrade chocolate from us, you’ll ensure that small-scale cocoa farmers in the Dominican Republic can make their own decisions, control their future, and lead a dignified life.
What does Organic mean?
It means our products are certified organic by The Soil Association which means we have been able to demonstrate that our products have met the highest of standards of organic manufacturing and production, storage and sales.
Organic means working with nature, rather than against it. Our chocolate has been produced using fewer pesticides, no artificial additives, preservatives or GM ingredients whilst adhering to the highest standards of animal welfare. Cocoa is one of the most heavily sprayed crops, which is why we believe that all chocolate should be organic.
What does Palm-oil free mean?
Over the years, palm oil farming has been a major cause of deforestation and continues to threaten many endangered species of animals who inhabit these forests. Additionally, there remains issues regarding the exploitation of workers and child labour within palm-oil farming. As we pride ourselves on being an ethical chocolatier, it is therefore essential for us to never make use of products that we believe don’t align with our beliefs. That is why we’ve chosen to ensure that all of our products contain no palm oil at all.
Why is it vegan when it says it may contain?
When we call a product vegan, it is because all of its ingredients are plant based and vegan friendly. We specify these products may contain milk or eggs as we make them in a kitchen where dairy and eggs are being used. We do our best to minimise any risk of cross-contamination, however as we aren’t able to guarantee this, we list them as may contain dairy and eggs.
Why does the label state may contain allergens?
What appears on the label is driven by food labelling legislation and food production laws.
We make all of our chocolates in the same kitchen and use a combination of physical and time-based separation to avoid potential cross contamination.
But as we are not conducting lab tests on each batch to prove that there is not an allergen present, we cannot make this claim.
Whilst we have stringent controls in place, we cannot guarantee or prove certain allergens are not present and so a 'may contain' statement appears on our labels, in line with food labelling legislation guidance
Do you have a shop?
No, our chocolate barn is sadly not open to the public, however we do offer Click & Collect. Please note that this is a pickup service only and it is not possible to add to your order or place your order at the Click & Collect Pickup. Click & Collect orders are usually ready within 2-4 days and you will receive a text when your order is ready to collect.
Will you support our local charity?
If you’d like to raise money for your charity by receiving a 10% commission when your supporters / members purchase chocolate from us, then please fill in this form.
What is the shelf life of your products?
As all of our products are freshly handmade just for you, they all have variable best before dates. However you can rest assured that you’ll have plenty of time to enjoy your treats. Whenever you order seasonal treats, e.g. Easter or Christmas, we’ll also make sure they are within their best before date to cover the whole holiday period.
Do you order tracking? Where is my order?
Your parcel will normally be sent by Royal Mail on a non tracked service. Updates will be provided on delivery or attempted delivery. If your order is over 2kg your parcel will be sent via Parcel Force on a tracked service.
What are brownie points?
Brownie Points is our loyalty scheme which lets you earn free delicious chocolates. Every time you make an order for our chocolate, you’ll earn Brownie Points - and when you’ve earned enough Brownie Points you’ll have the opportunity to treat yourself with your well-earned rewards!
How do I claim brownie points?
When you’ve earned enough Brownie Points, it’s time to claim them towards a £5 or £10 voucher! Make sure to log into your account and head to the Brownie Points button in the bottom left of your screen. Click “My Rewards” to see what you’ve earned and hit the voucher you would like to use with your order. Then, a code will be generated that you need to enter at checkout - and like that, you’ve claimed your Brownie Points. Please note your brownie points may not be valid with other offers.
Can I add a gift note to my order?
Yes you can enter a gift message to your order. To do this go to your cart and enter your desired message in the box below the items in your cart. For further assistance with this, please pop a message over to us on email@example.com.
Can I add a gift receipt to my order?
We don’t currently include any paperwork inside our parcels which means you can have peace of mind that your parcel will be sent discreetly without any pricing information. This also helps us save on unnecessary paper. If you would like an invoice for your records, please pop a message over to us on firstname.lastname@example.org.