FAQs
Top FAQs:
FAQ Topics:
• Standard UK Delivery takes between 3 and 5* working days and costs £3.95 for a single item and £4.95 for multiple items.
• Next Day or Nominated Day Delivery is available at £4.95 for a single item or £5.95 for multiple items. You can also choose to receive your order on a Saturday.
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*To protect your precious chocolate treats during periods of very warm weather, we may remove or extend the Standard Delivery timeframe to minimise the time your order spends in transit. We’ll hold it in our temperature-controlled warehouse until things have cooled off.
What are the delivery options for send products overseas?We're working on it! For now, we’ve suspended all international deliveries. Our aim is to deliver happiness through chocolate, and when we’re confident we’ve got that right for our overseas customers, delivery will start up once again. Whilst we don’t have a date just yet, do check back for updates.
Are there any delivery restrictions I should be aware of?Some countries do have specific delivery restrictions; these can be based on weight, size, contents, dietary, alcohol or religious reasons. Got a specific question? Get in touch using our enquiry form or call us on 03444 93 23 23.
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We’re happy to send our products to your friends and loved ones at their BFPO address. Make sure you address your order with the appropriate BFPO number and include the BFPO post code, rather than the country the recipient is based in. Remember to include their name and position too.
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Yes – Next Day Delivery (excluding Sundays and Bank Holidays) is available at £4.95 for single items or £5.95 for multiple items within the UK. This service is not available outside the UK at the moment. And, just so you know, it excludes some areas of the Highlands and Islands, where an extra day may be required. For delivery on a Saturday, please select Saturday Delivery rather than Next Day Delivery.
Full delivery details >
Yes – Nominated Day Delivery* (excluding Sundays and Bank Holidays) is available at £4.95 for single items or £5.95 for multiple items within the UK. This service is not available outside the UK at the moment. And, just so you know, it excludes some areas of the Highlands and Islands, where an extra day may be required. For delivery on a Saturday, please select Saturday Delivery rather than Next Day Delivery.
Full delivery details >
Yes – you can specify that you’d like to receive your delivery in the morning, for £6.95 for single items or £8.95 for multiple items. This service is not available outside the UK at the moment. And, just so you know, it excludes some areas of the Highlands and Islands, where an extra day may be required.
Full delivery details >
At online checkout, when you get to the ‘delivery’ stage, select ‘Deliver To Address’. Then, you can select an address that’s already in your address book or add a new address. If you need to update an existing address in your address book, select ‘Edit Shown Address’.
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No, this option is not currently available. Whilst you can add a gift message, gift bag or gift box to your order, you can only send to one named person at each address or send multiple orders (with separate delivery payments).
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Yes. At online checkout, when you get to the ‘delivery’ stage, you can select ‘Send To Multiple Addresses’ to split your order. You will then be able to send to multiple addresses – there’ll be a delivery charge for each one.
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Yes. At online checkout, when you get to the ‘delivery’ stage, you can either select ‘Deliver to Address’ or ‘Collect From Store’.
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Our team will hand-pick your order and prepare it for collection. Then, as soon as it’s ready we will send you an update by email and SMS. Please do not make the journey to the store until you have received confirmation from us that your order is ready to collect.
Do I need to bring ID to collect my Click & Collect order?To keep your order safe and in the right hands, we’ll ask you for some information when you collect your order:
• Your order number
• A paper or electronic copy of your Order Confirmation email
Can somebody collect my Click & Collect order on my behalf?
We're happy for someone to collect your order on your behalf, but to keep your order in the right hands there are a few things they will need to bring:
• Your order number
• A paper or electronic copy of your Order Confirmation email
For online orders, you can pay by Visa, Mastercard, Maestro, American Express, Klarna and PayPal. For orders over the telephone, you can pay by Visa, Mastercard, Maestro and American Express.
How do I add a voucher to my order?When you first enter the online checkout, you will see ‘Your Shopping Bag’. Here, at the bottom of the left-hand side of the page, you will see a section that says ‘Got a Discount Code?’. This is where you should enter your voucher code.
Are there Corporate discounts available for large orders?
Visit our Corporate Gifts page for more information >
Here, you can use our budget planning tool to see any discount that will be automatically applied to your order (with a minimum spend of £300).
You will receive an email shortly after registering your Velvetiser warranty, containing your unique Dunking Biscuit code.
Simple add a box of Dunking Biscuits to your bag and enter your unique code in the "Got A Discount Code?" box.
(Refer to 'How do I add a voucher to my order' FAQ)
Once you’ve logged in to your account by going to the ‘ME’ button in the top right-hand corner of the screen, you can click on ‘VIP.ME’ and go to ‘My Details’. Here you will be able to change your current password.
Can I save products for later?If you add an item to your basket, it will stay there until you check out, remove it from your basket or clear your cookies/cache. You also have the option to add an item to your ‘Wish List’. This will keep a record of the item(s) until you choose to purchase them or remove them from your Wish List. If a product goes out of stock, you’ll no longer see it in your bag.
Can I see my order history?To view your order history, you will first need to click ‘ME’ in the top right-hand corner and log in with your email address. Once you’re logged in, click the VIP.ME button at the top of your screen. Here, you will see a list of options, including ‘Order History’ which will display all your previous orders.
Where can I manage my email / catalogue communication preferences?You will first need to click ‘ME’ in the top right-hand corner of your screen and log in with your email address. Once logged in, click the VIP.ME button at the top of your screen. Here, you will see a list of options, including ‘My Details’. From here you can select ‘Contact preferences’ and choose which types of communication you’d like to receive from us.
How do I review products?We’d love to hear from you! You can write a review by selecting the product you wish to review on our website. Below the product image, select ‘Reviews’, then ‘Write A Review’.
Where can I manage my addresses?You will first need to click ‘ME’ in the top right-hand corner and log in with your email address. Once logged in, click the VIP.ME button at the top of your screen. Here, you will see a list of options. Select ‘My Details’, then ‘Address Book’. Here you’ll be able to manage your main address and any previous addresses you’ve saved. You will also have the option to ‘Add New Address’.
Where can I manage my payment cards?You will first need to click ‘ME’ in the top right-hand corner and log in with your email address. Once logged in, click the VIP.ME button at the top of your screen. Select ‘Wallet’ from the list. Here you will see all the payment cards you’ve previously used and you’ll have the option to delete any that are no longer required or to add a new payment type.
Your order confirmation email may take up to 30 minutes to arrive. If you still haven’t received anything after 30 minutes, you can log in to your online account and head to the ‘Hello’ section. From here, you will see your ‘Order History’ and the current status of your order. Can’t see your order here? Please get in touch via Live Chat or give us a call on 03444 93 23 23. Please have your email address and postcode to hand.
Where can I see my order history?Log in to your online account and visit ‘Hello’. From here, you will see your ‘Order History’ and the current status of all your orders.
How to find your order number?As soon as you complete your order, you’ll see your order number on the screen. Missed it? Your order confirmation email, which will be with you within 30 minutes of placing your order, also contains your order number. Alternatively, log in to your online account and visit ‘Hello’. From here, you will see your ‘Order History’ and the current status of your order, including the order number.
Can I amend my order after I’ve placed it?Our team will start to pick and pack your order immediately after you place it. Once this has begun, your order cannot be changed. If you urgently need to change your order, we will try our best to help, but this may not always be possible. You’ll need to talk to us as soon as you can, either on Live Chat or by giving us a call on 03444 93 23 23. Please don’t email us to change your order as we may not see your request in time.
How can I check my order status and track my order?Log in to your online account and visit ‘Hello’. From here, you will see your ‘Order History’ and the current status of your order. Once your order of chocolate happiness has been despatched, we will send you a despatch confirmation email, containing a link you can use to track your order. We’ll also send you regular delivery updates.
Yes. At online checkout, once you have provided the delivery details, you’ll be given the option to do this. You’ll be able to add a complimentary gift message card. And, for a gift that’s delivered in style, you can also purchase a gift bag or gift box for that special finishing touch. Just so you know, we do have some products that are too large or too heavy to fit into a gift bag or box.
More information on our gifting services >
At online checkout, once you’ve provided the delivery details, you’ll be given the option to add a complimentary gift message card. Just add your message, up to 200 characters, to the ‘Personal Message’ box.
More information on our gifting services >
At online checkout, when you’re specifying your delivery options, there’s a section titled ‘Delivery Instructions’. Expand this section, then tick the ‘Secret Admirer’ box and we’ll send your gift anonymously.
More information on our gifting services >
At online checkout, when you’re specifying your delivery options, there’s a section titled ‘Delivery Instructions’. Expand this option and select the calendar item next to where it says ‘Do Not Open Until’. From there, you can select your date and we’ll include this with your gift.
More information on our gifting services >
You may already have an account registered with us with the email address you’re using. Please try logging in on the log in screen. If you can’t remember your password, see below for details on how to reset it, under the section ‘What if I’ve forgotten my password?’.
Why can’t I log in?This is most likely due to an incorrect password, a non-registered email address or an inactive registered account.
Please make sure you’re registered with us, or if you already have an account do not try to register again with the same details as this won’t work. If you can’t remember your password, please see below for details on how to reset it, under the section ‘What if I’ve forgotten my password?’.
On the login screen you’ll see a ‘Forgotten password?’ option below the returning customer section.
Click the link and enter your email address when prompted. You’ll then be sent an email explaining how to reset your password.
Your email address must be in this format: username@domain.com (or .net, .org, etc.)
If you have more than one email address, make sure you're entering the correct email address and password combination for the account you're trying to access.
If your device is set to auto-complete the login fields, make sure the details are current and correct.
This may be because you haven’t been active on the site for a period of time and you’ve been logged out for your security and privacy.
We ask you to sign in to your account any time we need to verify your identity – this includes accessing account or order information, or making any changes to your personal details/saved payment cards.
If you're using a device that's shared with people you might not know or trust, make sure you sign out before you leave.
When you log in you will be taken to the ‘My account’ section of the site.
From here you’ll be able to view your order history, update your personal details, manage your subscriptions, view/update your saved cards, track orders and let us know how often you’d like to hear from us.