The Grown Up Chocolate Company

FAQ

Shopping Basket

How do I add items to my Shopping Basket?
If you want to order an item simply click on ‘add to basket’.

How can I remove or change the quantity of something from my Shop?
You can remove items from your basket by click to the basket icon and clicking to remove any unwanted items.

How do make sure I can highlight items that need gift wrapping or a card?
This is an option included in the order placing process.

I’ve finished ordering how do I complete my order?
Click on ‘checkout’ to complete the process.

Delivery

What is the delivery process for the UK?
Standard delivery will take between 3 and 5 working days and costs £5.95 for all items.

Do you offer next day delivery?
Next day or nominated day delivery is sometimes available at the same cost but this is not guaranteed and can depend on a number of factors including seasonal pressure, courier performance, remote postcodes and product availability. If you need next day or quick delivery then please make a note in the ‘notes box’ and we will help if we can. When it comes to delivery performance then deliveries to commercial premises are generally more reliable!

What are delivery options for the EU?
EU deliveries take 5 to 8 working days and cost £9.95 for single items or £11.95 for multiple items.

What are delivery options for the North America.
North American deliveries take between 5 to 8 working days and cost £18.95 for single items or £24.95 for multiple items.

Do you deliver to countries outside of the EU and North America?
Not at present but we are aiming to extend our delivery regions. In some countries we have distribution agents and we may be able to advise on a local solution if you email hello@thegrownupchocolatecompany.co.uk we will do everything we can to help.

Do you offer next day delivery?
Yes and for no extra charge for next working days within the UK, however this service is not guaranteed, nevertheless 98% of these deliveries are made next day. Please tick the appropriate box as part of the order placing process. Deliveries to commercial premises are more reliable!

Do you offer specific day delivery?
Unfortunately not, however when the goods are despatched we are using a next day delivery courier and 98% of deliveries these are actually made next day.

Do you offer specific time delivery?
Unfortunately not at this present point in time.

How do I send my order to a recipient at an address other than my own?
You will see that during the order placing process you will be asked whether delivery is to take place to your registered address or another. Simply complete the instructions when asked to input delivery address.

Can I combine orders to different recipients at a single address?
Yes indeed, you will see that this is an option as part of the delivery placing process and selection this option will reduce the delivery charges to a single charge.

Gifting

Can I add gift wrapping to an order?
Yes indeed, this option is available as part of the order placing process.

Can I add message cards?
Yes indeed this option is available as part of the order placing process.

Can I send a gift anonymously?
Yes indeed this option is included as part of the order placing process!

Is it possible to add a ‘don’t open until’ message?
Yes indeed, this option is included as part of the order placing process.

Payment Methods, Vouchers and Discounts

What payment methods do The Grown Up Chocolate Company accept.
We accept all the major debit and credit card providers but not American Express.

Do you accept PayPal?
Not at this present moment.

How do I add a voucher to my order?
On the ‘checkout’ page there is a coupon box for you to use a voucher code. If for any reason this doesn’t work then please email us at hello@thegrownupchocolatecompany.co.uk and we will look into this for you.

Are there corporate discounts available for large orders?
Please in the first instance could you email us at hello@thegrownupchocolatecompany.co.uk.

Checking, Amending and Cancelling

I placed an order but didn’t get an email confirmation. Is my order coming?
You will firstly need to log in with your username and password. Go to ‘manage my account’ and ‘order history’. There you will see all the orders you have placed. If the order is there perhaps you could check your registered email account and check it is correct and also have a look in your junk mail. If all is in order then perhaps you could email hello@thegrownupchocolatecompany.co.uk as we would like to look into this further.

Where can I see my order history?
You will firstly need to log in with your username and password. Go to ‘manage my account’ and ‘order history’. There you will see all the orders you have placed.

Where is my Order Number?
You will see this when you complete your order and get an email confirmation from us. Alternatively if you go to ‘manage my account’ and then ‘order history’ you will see it there.

Can make changes to my order after it has been placed?
This would only be possible if your order has not been sent. Please email hello@thegrownupchocolatecompany.co.uk as soon as possible with as much information as possible and we will do everything we can to help.

How can I check my order status and track my order?
You will firstly need to log in with your username and password. Go to ‘manage my account’ and in ’recent orders’ section click on ’View button’. If there are any issues then please get in touch with us at hello@thegrownupchocolatecompany.co.uk.

Returns, Non Arrivals and Refunds

What if I’m not happy with my order?
Please let us know at hello@thegrownupchocolatecompany.co.uk and we will resolve matters to your complete satisfaction.

What if my order arrives damaged or not at all?
We do take every effort to make sure your purchase reaches you or the recipient in perfect condition. Sometimes we do get issues with couriers and the whole logistics process that results in the products occasionally not arriving in tip top condition, or sometimes not at all (!). If this the case then please get in touch with us straight away at hello@thegrownupchocolatecompany.co.uk and we will resolve matters to your complete satisfaction.

My Account

How can I change my password?
You will firstly need to log in with your username and password. Go to manage my account and you will see a link to ’edit your password and account details’ simply follow the instructions from there.

Is it possible to see my order history?
You will firstly need to log in with your username and password. Go to ‘manage my account’ and ’recent orders’. There you will see all the orders you have placed.

How do I stop Grown Up Chocolate communicating with me?
You will firstly need to log in with your username and password. Go to ‘manage my account’ fill in your adress, e-mail address and phone number. You can subscribe or unsubscribe to our newsletter or follow us on our social channels. You can find this link on our contact page.

Where can I manage my previous recipient addresses?
You will firstly need to log in with your username and password. Go to ‘manage my account’ and ‘order history’. There you will see your billing and shipping address and you can edit it.

Where can I manage my payment cards?
We DO NOT store information about your credit card on our website and DO NOT send it via our website. We are using SECURE Word Pay service.

Products

Where can I find out specific dietary information?
Dietary advice is available on the product page and this is accessed by clicking on the ‘information’ tab to the right hand side of the product. Should you need any further information then please email hello@thegrownupchocolatecompany.co.uk.

What is your ethical policy?
Our ethical policy can be found by following this link.

How do I review a product?
You can write a review on any product by going to the website, inputting your order number and writing your comments!

Animal Testing:
We do not test our products on animals, nor do we instruct any third parties to carry out any testing on our behalf.

Recycling:
We recycle everything possible at Grown Up and almost all our consumer packaging is recyclable. The outer boxes we buy are made from recycled materials.

Are the products you make suitable for diabetics?
We supported by modern medical advice, which tends to distance itself from the idea of ‘diabetic chocolate’. Enjoyed responsibly, chocolate can be enjoyed as part of all consumers balanced diet.

Are any of your chocolate products suitable for vegans?
We believe our dark chocolate is suitable for vegans, however being made in the same production kitchens as our products containing milk means we cannot guarantee it is free from milk traces.

Stores stocking Grown Up Chocolate Company products.

Where can I find details of retail outlets stocking your products?

Other FAQ’s

Do The Grown Up Chocolate Company support charitable requests?
We currently support St Claires, a local hospice and at this time all our efforts go to supporting this one very worthy cause.

There is a mistake on your website – who should I contact
If you’ve noticed an error on our website, please send us an email at hello@thegrownupchocolatecompany.co.uk.

Registering

Why will the website not let me register?
It is always possible you already have an account registered with us using that username and password. If so please attempt to log in as an existing customer on the log in screen.

Why am I unable to log in?
In more cases than not this be because the username or password is incorrect. Please ensure the details are correct and that you have registered. If you do try and register again with the same information this will fail.

What do I do if I’ve forgotten my password or username?
Please follow the link to ‘forgotten my password’.

How do I change the details of my online account?
Once logged in you will be taken to “my account”. From here you will be able to see your order history, update your profile and delivery and billing addresses.