Frequently Asked Questions
How long does delivery take?
We normally dispatch orders received before 11.30am for in stock items the same day. Orders are not despatched/delivered on Saturday, Sunday or any Public Holidays. We try and keep our stock levels as accurate as possible, but occasionally there may be times where there is a high demand for a particular item which may result in your order being delayed.
How much does delivery cost?
Cost of delivery includes packaging materials used and packing. Our Postage and Packaging charges for UK Mainland have been kept simple and to an absolute minimum. Delivery charges start from £2.80 for our standard delivery service.
How can I track my order?
All Orders are sent via a Courier Service and can be tracked online. Once your order has been despatched you will be able to track your order by logging into your account, we will also send you a tracking link for your order.
How do I know if my item has been dispatched?
All orders placed before 11.00am (GMT) will be shipped that day, dependant on payment and stock availability. You will receive a dispatch confirmation via email, sent to the email address on your online account.
Can I collect my item from your premises?
No, Sorry we are a mail order company and do not have permission to sell to members of the pubilc from the premises.
Can someone else sign for my delivery?
Our courier requires somebody at the delivery address to sign for the package, it does not have to be the addressee. The signature is electronically logged for security. Any signature at the address will be taken as proof of delivery by us.
Can I change the delivery address?
We provide the option to ship to a different address than the one at which your card is registered. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details contact us immediately and we can try to amend them. Orders placed over the telephone must be shipped to the billing address. If the order has already left our premises, then the delivery address cannot be changed.
Do you deliver to BFPO addresses?
No, unfortunately we cannot deliver to BFPO addresses.
Do you deliver to my country?
We deliver to most countries worldwide, your postage rate will be calculated at the checkout when you finish your order. Delivery times vary depend on location, feel free to contact us for additional information on International orders. All International orders are sent via our International Courier – All parcels will require a signature on delivery.
What about import taxes?
Depending of the size and value of your order and your destination, YOUR Government may impose customs duties and taxes on your goods. Chocolate Buttons will not be liable for any tariffs imposed.
What if I'm not home when it's delivered?
Our delivery company will leave a calling card if they are unable to deliver your parcel, please follow the instructions on the calling card and contact your local depot to rearrange delivery/collection within 3 working days. If arrangements for delivery are not completed in 3 working days your parcel may be returned back to Chocolate Buttons; this will incur a returns fee of £10.
Is it safe to order online?
We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times.
We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it.
Which credit cards do you accept?
We accept all major credit cards including, Mastercard, VISA, American Express, Solo, Switch / Maestro, Visa Debit, Delta and Electron. You can also pay using Apple Pay, Amazon Checkout or PayPal.
Can I use an offline payment method?
We also accept payment via BACS. Our bank details will be sent to you once the order has been placed. We no longer accept cheque payments
When will I be charged for my order?
You will be charged only after you order is confirmed and placed online.
I'm new, how do I order?
At Chocolate Buttons we go to great lengths to ensure your shopping experience is as easy and secure as possible. You can use the drop down navigation across the top or the menu to navigate through our sections. You can also filter our products by colour, flavour, size or brand.
To add an item to your basket, for items that have several option:
- Hover over the item and click ‘Quick Shop’ button.
- Select your option.
- Click the ‘Add to Cart’ button.
Once you have finished adding everything to your basket simply click the shopping bag icon at the top right of your screen and follow the link to the checkout. You can either choose to register which will enable you to move through the checkout process faster, view and track your orders or you can checkout as a guest.
Once you are happy with the order, click the place order button to confirm the payment and the item(s) will be dispatched to you.
How do I check if an item is in stock?
We try an keep our stock level accurate online. However with some of our more popular items, due to the high rate of sales online there may be some discrepancies. We will try to inform you as soon as possible after you place your order via email if a product is out of stock. If you require exact stock levels before placing an order, please do not hesitate to contact us via email, or by phone on 0845 680 9786
How do I know if my order was successfully placed?
If your order is placed successfully, you will receive an automated email to confirm your order has been received, and is being processed. If you paid online, this means the payment was processed. We do however carry out additional security checks on all payment and we will contact you as soon as possible if your payment is flagged for any reason. Once your oder has been picked and packed, you will receive an email confirming your order has been dispatched.
Can I change/cancel my order?
We are happy to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away if possible. If you have received your goods then we are happy to cancel or make changes in accordance with the UK Distance Selling Regulations, and our Returns Policy. More information on making a return can be found in this Customer Service Section.
Can I use my discount code more than once?
This depends on the type of code you have received; you will be made aware of this upon receipt of your code. We reserve the right to withdraw discount codes at any time, without notification.
I forgot to use my discount code. Can I get the discount refunded?
This should never be a problem, simply give us a call on 0845 680 9786, and providing the code is valid we will refund you the discount code value.
Where is my order?
If an order has not arrived when you were expecting it, we recommend first checking your online tracking via the email you were sent or by logging into your account. Any latest updates in status will be on the tracking link. You can contact the web team on 0845 680 9786 and we will follow up the progress of your delivery (please note the information available to us is what you will see on the tracking page). We are however always here to help.
Do you offer a gift wrap service?
No, Sorry we do not offer a gift wrapping service, however check out our Gift Ideas page for some great sweet gifts.
You haven't replied to my query?
We try to respond to any queries as quickly as possible, however sometimes there may be delays. As a small independent company we occasionally receive numerous queries at peak times. In such instances we are still trying to provide all our customers the best possible service, but it may take more time. We ask for your patience, but we appreciate how frustrating it can be to have to wait for a response.
You have sent me the wrong item!
Unfortunately sometimes we make mistakes. If you have been sent the wrong item please follow the returns procedure and return it to us. We will send the correct item back out to you and reimburse any costs you may have incurred in sending the incorrect item back to us. If the item is out of stock for any reason, we will contact you to arrange an alternative.
Part of my order is missing!
An item could be missing from your order for several reasons, more often than not because one item was out of stock. In this case you will have received and email stating this and/or your invoice will be marked as being part complete, and you will have been refunded for the item that was not in stock. If this is not the case, please give us a call and we will do all we can to help.
What is your returns policy?
Our returns policy means that if you are not fully happy with the goods you have received, you must notify us within 7 days of receipt of the delivery. The items must be unopened and in their original condition. Once returned you will be entitled to receive an exchange or a refund. Any cost incurred in returning the item will not be refunded.
If for any reason you are not completely satisfied with the quality of our products please contact us at [email protected] with details of the problem. We will issue a returns number and address.
We cannot accept returns that have been tampered with, or opened or any product that is custom made or specially ordered in. This does not affect and is in addition to your statutory rights as a consumer.
Please ensure items are well packaged, as not to be damaged in the post. Please make sure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in the return transit.
Can you confirm you have received my return?
We will try to handle your return as quickly as possible, and you will be notified by email when the return has been processed. We recommend that to make a note of the shipping reference provided to you when you send the items back. This will allow you to track your parcel at every stage of delivery, including when we receive it. However, please feel free to call us on 0845 680 9786 and check if we have received your return.
How long does it take to process returns?
We aim to process any returns within 3 working days of receiving them.
How long will it be before I get a refund?
As long as the returned items meet our refunds criteria, your refund will normally be with you 24-48 hours after your return is processed, depending on your card issuer.
How long will it be before I get an exchange?
After your return has been processed, as long as we have the exchange items in stock you should receive them within 1-2 working days.
Who pays for return postage?
You are responsible for the cost of returning an item to us. If you are returning an item for a refund we will refund you minus our original delivery cost and will not reimburse the cost of you returning the item to us. If you are returning an item for an exchange we will cover costs for sending the replacement item to you.