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FAQ

What type of chocolate do we use?

At CocoAimes we only use luxury Belgian chocolate to produce fabulous chocolatey creations. Just take a peek at the feedback from previous customers (who come back time and time again) which shows how lovely the chocolate really is.

Each slab is placed in individual foodsafe cellophane bags with labels confirming the allergens and dietary ingredients within the item, the Best Before date and batch details. There is also an allergen disclaimer which confirms that all allergens are present in the kitchen and that the items are not suitable for people with any food allergens, especially milk/lactose, any nuts, and gluten.

If your order is being sent in the post the items are then individually wrapped in bubble wrap and tied with a twine ribbon and popped in a kraft postal box (this will be a small or medium parcel and will NOT fit through the letterbox) and void fill to keep them as safe as possible during transit. As you can appreciate your items are highly fragile and heat sensitive and whilst we try to do everything we can to minimise the risk of your order melting or breaking there will always be a risk of this happening and you are agreeing to these risks when making your purchase.

 

 

 

 


What is your return and cancellation

policy?

What is the shelf life on the products and

how should I store them?

All products have a Best Before label confirming the shelf life for your orders. On average the base of the Belgian chocolate will last for approximately 12 months. However, we do recommend (and we are sure this won’t be too much of an issue) that your order is consumed within 2 to 3 months to enjoy the chocolate at it's best quality. That being said, we use a number of toppings on our chocolates and therefore the Best Before dates can vary accordingly. Chocolate is usually fine to eat so long as it stored correctly.

If you have the best will power in the world, and you need to store the chocolate, do so in a cool, dry place away from excessive heat, humidity, strong smells, away from direct sunlight and in an airtight container. Chocolate should not be stored in the fridge as chocolate easily absorbs odours of whatever is in your fridge (yes, even your leftover curry). The moisture in the fridge and change in temperature also leads to the sugar rising to the surface of the chocolate, causing a “sugar bloom” and discolouration. Whilst the bloom does not affect the taste of the chocolate it will make it look less appealing.

What happens if my order arrives

damaged or melted?

If the item(s) have broken/melted in transit we will offer to replace your broken item only (this may not always be immediately but a time scale will be confirmed to you at the time of complaint. If the time scale is not suitable to your needs a CocoAimes gift voucher will be offered instead to the value of the broken/melted item (or if the item is only slightly marked due to the odd sweet/chocolate topping melting then we will offer a partial refund/gift voucher (this will be considered on a case by case basis). 

Picture and/or video evidence MUST be provided of any damage or melting of items before a replacement or gift voucher will be considered. 

Refunds: Please see Our Terms and Conditions link below which will provide full details regarding our return policy.

Cancellation: You have 24 hours from the time you make your order to cancel your order. Unfortunately we cannot offer a longer cooling off period due to the personalised nature of these products.

What are the payment options?

Allergen & Dietary Information

Please do not hesitate to contact us should you have any further questions.

Common Queries Answered

Ingredients and allergen information can be found on each specific product page and a label will be provided on the packaging of your order confirming all allergens within the product. Allergens will always be in BOLD. 

All products are made in a small open plan kitchen where all allergens are present. MILK/LACTOSE, ALL NUT TYPES, and GLUTEN products are heavily produced and stored within the kitchen and therefore, whilst all efforts are made to ensure no cross-contamination occurs we DO NOT advise purchasing and consuming these products if you have allergies to such foods. We apologise for the inconvenience. 

Further to this, our products are not suitable for vegans at present. However, some of our slabs are absolutely fine for vegetarians. Please see each individual product listing for each allergen and dietary information.

We accept all major credit and debit cards through Wix Payment, Klarna, and PayPal on this site. PayPal, Klarna, and Wix Payment processes your payment securely (through SSL Secure Shopping) on our behalf so you can be rest assured your card details are kept safe.

Dispatch and Shipping Times and Costs

Please see the specific page providing full details on dispatch and shipping times and costs.

What are our Terms and Conditions?

Please see the link below, which will take you to our Terms and Conditions.

If you are interested in reselling any of our chocolate and would like to request more information regarding wholesale, we would love to hear from you. Please email us at amy@cocoaimes.com, or complete our contact form.

What is the Privacy Policy of this site?

Please see the link below which will take you to the Privacy Policy.

How do I find out more about wholesale
and trade of your products?

What do we do with your personal photographs/information?

Please note we will delete all personal information and photographs from all programs we use them on after 21 days of receiving them (unless an order is require for after this time frame) or if we have expressed consent from yourself to keep them longer.

How is my order packaged/posted? Is it
safe to post?
 

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