- What subscriptions do you have?
- How do I join the Craft Chocolate Company?
- What will I receive?
- Are there any hidden fees or additional costs?
- Can I change the payment frequency?
- How do I pause my subscription?
- When do you ship my craft chocolate discovery box?
- When will I receive my discovery box?
- Who do you ship with?
- My discovery box hasn't arrived. What do I do?
- How much is postage?
- Do you ship internationally? And how much is it?
- How can I track my order?
Refunds & Replacements
- Help, I've changed my mind. What do I do?
- May I return my chocolate bars for a refund?
- The delivery box was damaged but everything inside was okay. Can you replace it?
- The delivery box and everything inside was damaged. What do I do?
Managing Your Account
- How does billing work?
- Are my credit card details safe?
- What payment options do you have?
- I'm moving house. Can I change my address?
- I don't want next month's discovery box. When do I need to pause my subscription?
- Can I upgrade or downgrade my subscription?
- When is the monthly deadline?
- I need to cancel. How do I do that?
Have a question that isn't answered here?
You can email us at email@example.com or click through to our contact form and we'll be in touch.
- Can I buy a subscription as a gift?
- Can I buy a subscription gift for someone not in the UK?
What subscriptions do you have?
How do I join the Craft Chocolate Company?
That's easy! Just click here to enter your details and you'll be up and running in a two minutes.
What will I receive?
No matter what subscription plan or gift you choose, you will receive:
- 4 Full-size bars of the finest bean-to-bar, craft chocolate delivered direct to your specified address
- Tasting notes to compliment the bars
- The chocolate maker's stories and how they got started.
- A FREE tasting sheet to try your hand at defining flavours or even host your own tasting party for friends and family!
Surprise goodies will also be dropped in throughout the year.
Are there any hidden fees or additional costs?
There are no hidden fees. The only 'extra cost' is £10 for International Shipping on any of the subscriptions. Which is clearly stated.
We make a point of being transparent so you, The Customer, knows what the process is, what you're paying for and when you're getting it.
Can I change the payment frequency?
Absolutely. The process is simple and easy.
Just pop us an email to firstname.lastname@example.org letting us know which subscription plan you are on and if you want to upgrade or downgrade to another plan. We'll do the rest!
How do I pause my subscription?
Please email us before the 28th of the month at email@example.com, to allow us plenty of notice to pause your subscription. And state you want to pause your subscription for a particular length of time.
We also offer the option to skip a month if that's preferable. Email us stating you would like to skip 1 month. And we'll get that sorted for you.
When do you ship my craft chocolate discovery box?
Discovery boxes are shipped within 2 days of your payment on the 3rd of the month.
Who do you ship with?
We ship with Royal Mail. In the UK your discovery box will be sent via 2nd class signed for post, allowing you to track your pending delivery. If you're not available to receive your parcel the postman will leave a card notifying you of the missed delivery, directing you to your nearest sorting office for you to pick up.
For International deliveries, shipping will be via Royal Mail International Standard, not tracked or signed for, at a cost of £10. This is a standard cost for the subscription.If you wish your parcel to have the track and signed for option please email us for prices at firstname.lastname@example.org.
My discovery box hasn't arrived. What do I do?
For UK deliveries, please allow 5-7 working days (not including weekends) for your parcel to arrive. Since your parcel can be tracked contact Royal Mail first to find where your package is. If it hasn't arrived by the 15th of the month, email us at email@example.com and we will send a replacement.
For International deliveries, please allow for up to 14 days (not including bank holidays/weekends) for your parcel to arrive. If it hasn't arrived by the 28th of the month, email us at firstname.lastname@example.org and we will send a replacement. Your package could also be stuck at customs and excise, which unfortunately we can take no responsibility for.
How much is postage?
In the UK your shipping is FREE for life on the subscription plans and gift options.
International shipping carries a standard charge of £10 for Royal Mail International Standard (no track & sign). If you wish a track and sign option email us before you join for the prices at email@example.com and we can discuss your options.
How can I track my order?
When your discovery box has been posted we will email you a tracking number allowing you to track your package via Royal Mail here.
Managing Your Account
How does billing work?
All Subscriptions will be billed on the 3rd of each month. Credit/Debit cards will be automatically debited on a recurring basis. Packages will be shipped via Royal Mail within 2 days of billing.
Are my credit card details safe?
The Craft Chocolate Company's payment page is encrypted. Any information you enter is unaccessible by outside parties. The Craft Chocolate Company uses Stripe as a payment processor and Moonclerk as a recurring monthly payment processor. For further security, your Moonclerk registration form on the payment page is also encrypted. Both are accredited institutions that securely handle millions of credit cards.
What payment options do you have?
We currently accept credit and debit cards on our website.
I'm moving house. Can I change my address?
Of course! When you join we will email you a link to the Payers Portal where you can sign in. Here you can update your Name, Email, Address and Card Details.
I don't want next month's discovery box. When do I need to pause my subscription?
You need to pause your subscription between the 4th and the 28th of the month to avoid another discovery box being prepared and posted to you. Please do this by emailing us at firstname.lastname@example.org.
If you forget to cancel and a payment is taken from you, a subscription box will still be prepared and posted as normal. A refund will not be given. You will have to email us your request to pause between the 4th and 28th of the month.
Can I upgrade or downgrade my subscription?
Yes you can. You can move from monthly to bi-monthly and vice-versa. Please email us your request to email@example.com.
When is the monthly deadline?
For any changes to your subscription, whether it's upgrades, downgrades, pauses, 1 month skips, cancellations or changes to personal details, please do so between the 4th and 28th of the month.
Changes to personal details and credit/debit cards can made by yourself via the secure Payers Portal or you can email us at firstname.lastname@example.org and we can do it for you.
I need to cancel. How do I do that?
Easy! Just pop us an email to email@example.com and we'll get that sorted for you.
Refunds & Replacements
Help, I've changed my mind. What do I do?
Email us immediately at firstname.lastname@example.org letting us know you have changed your mind due to buyers remorse and we will cancel for you.
Payments are charged on the 3rd of each month so be sure to cancel before then.
May I return my chocolate bars for a refund?
Since we are providing edible items, we do not give refunds for subscription boxes you have already received. We can only replace the item.
The delivery box was damaged but everything inside was okay. Can you replace it?
If everything inside the packaging is undamaged and edible we will not replace it. We can control and ensure the discovery box items are packaged safely and securely but we do not take responsibility for the way Royal Mail handles those packages in transit.
The delivery box and everything inside was damaged. What do I do?
If the box is open and everything inside is damaged and inedible, we will replace it for you. Please take pictures of the damaged packaging and items and email them to us for inspection at email@example.com. After inspection we will ship another box out to you.
Can I buy a subscription as a gift?
What a great idea! Click on the link to our Gift Page and simply follow the instructions.
You will be asked for your basic information and payment details as well as the personal details and shipping information of the gift’s recipient. Free shipping is included in the price.
What about a subscription gift for someone not in the UK?
We can post anywhere! There will be an added surcharge of £10 per month per box for shipping.