Subscription FAQs

When will my first box be sent?

We will send your first box as soon as possible by Royal Mail. This should arrive with you within 3 days of leaving our Dorset Kitchen, and you will receive an email with your tracking number when we despatch your parcel.  If you select 1st Class Preferred Day delivery, then we will send out the first box to arrive on the future date you have selected (if not the actual date, then it will be as close as possible subject to Royal Mail).  Subsequent months' boxes will be delivered around the same time each month as the first box.

I have signed up for a rolling subscription. When will my monthly payments be taken?

After your initial payment, your ongoing monthly payments will be taken a calendar month after the first. We will send you a reminder of this 5 days before payment is taken in case you need to make any changes. 

What will I receive in my subscription?

Each month you will receive a specially curated selection of chocolates, containing a mix of our classic favourites, seasonal flavours and new creations. You will receive a mix of mostly dark and milk chocolates, we don’t work much with white chocolate. Every month there will be some variations, but some of our most popular flavours will repeat as we do not send out a completely different selection each month.

We will also include free gifts, samples and vouchers every now and then that are unique to subscription club members as a thank you for being a club member.

I am going on holiday. Can I skip a month?

Yes! If you are not going to be in to receive your chocolate subscription box this month, you can log into your account on our website, and choose to skip a month. If you have been bought your subscription as a gift and do not have an account to log into, you can call us on 01929 421777 Monday to Friday from 9am to 5pm and we will be able to help.

I would like to cancel my subscription. How can I this?

If you decide you want to cancel your subscription, just call our Chococo HQ on 01929 421777 Monday to Friday from 9am to 5pm and we can arrange for your subscription to be cancelled.

I am allergic to an ingredient. Can I customise my box?

We try to be as accommodating as possible with our subscription club boxes and will always try to amend our selections when possible. However, if you have an allergy to an ingredient we use, please note that all of our chocolates are made in our chocolate kitchen which handles milk, nuts, soya & gluten, so all our chocolates may contain traces.

My chocolates have arrived! How should I store them?

It is best to keep your chocolates in a cool, dark place such as a kitchen cupboard or larder. If it is very hot, please store your chocolates in the fridge, ideally in a paper bag to prevent any moisture from getting to them.

I want my 1st box to arrive for a birthday/specific date. Is this possible?

Yes, we can send your first box as soon as possible by Royal Mail. This should arrive with you within 3 days of leaving our Dorset Kitchen, and you will receive an email with your tracking number when we despatch your parcel.  If you select 1st Class Preferred Day delivery, then we will send out the first box to arrive on the future date you have selected (if not the actual date, then it will be as close as possible subject to Royal Mail).  Subsequent months' boxes will be delivered around the same time each month as the first box.

I am buying a subscription as a gift. Can I add a gift message?

Of course – you can add a gift message at the checkout. We do not include any invoices or receipts in our parcels, as we know many are sent directly as gifts.

How quickly should I eat my chocolates?

There is always a Use By date on the base of your box which advises when to finish your box. As we use fresh cream to create the ganaches for some of our chocolates, and we do not use any additives or preservatives, it is best to eat your chocolates as soon as possible, ideally within 3 weeks.

There are delays in the Royal Mail. Will my parcel still be okay?

Your parcel will be sent via Royal Mail tracked postage, and should arrive with you within 5 days of ordering. If there are severe delays with your parcel, please contact us and we will look into this for you.

If a lockdown due to COVID occurs. Will my order still be sent?

We are doing all we can to carry on crafting and sending chocolates throughout the Coronavirus pandemic. Should there be any changes or delays to your subscription, we will send an email and provide regular updates on the situation.

I do not like a particular chocolate. Can you make sure it isn’t in my box?

We will try to be as accommodating as possible when packing your subscription box, and can exclude specific chocolates that you do not like, when we hand pack your box.

I am Vegan. Do you offer a monthly Vegan subscription?

We are currently not able to offer a monthly Vegan subscription box as we do not make a wide enough variety of vegan-friendly chocolates to ensure you have a varied selection every month. However, as we create more new and exciting flavours in our Chocolate HQ Kitchen and expand our selection of handcrafted chocolates, we also expand our vegan-friendly options, so we may be able to offer this in the future.

How will I know a delivery is coming?

We will send you an email 5 days before your next order is due to despatch. This allows you time to make any changes you need.

Can I use a discount or offer code against my Subscription?

No, subscriptions are excluded from all other offers and discounts unless specified.

Can you send my subscription to an international address?

Due to covid, we are not currently despatching any orders to international addresses. We will review this for monthly subscriptions in the future but, our pre-paid options are only ever available delivery to UK addresses.

Can you send my subscription on a Next Day delivery service?

All subscriptions are sent out on a 3-5 day service but you can select your first box to go out on a first-class service. If you need an order very quickly, you can always shop for a one-off purchase using next day delivery service

It looks like one of the delivery dates for future monthly boxes falls on a public holiday - will it still come then?

Whilst our system should recognise bank holidays and other non-delivery dates, in case it doesn't, we will send your parcel to arrive on a normal date around any such holiday date listed.