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Frequently Asked Questions

We love talking to our customers and hearing your feedback.If you have any questions about Guppy's Chocolates or our products we will be happy to answer them. You can find the answers to our most frequently asked questions below, but if you can't find the answer you are looking for, please don't hesitate to get in touch.

Ordering chocolate:

How do I place an order online? To place your order, first find the products you would like to buy. You can use the search box in the top right-hand corner to search. You can type any word to help you find what you are looking for e.g. milk, bar etc. You can add a product to your basket from the category page or on the product page you can enter the quantity you would like to buy and click add to basket. 

Once you have added all the items you would like to your basket, click the 'view basket' link at the top of the page. Here you can check your order and proceed to checkout. At checkout, you will be asked whether you want to proceed as a registered customer or as a guest (if you are not already logged in). Registering as a customer will speed up the checkout process in the future, but this is not compulsory. Next you will be asked for your personal details (name, address and email). You will be able to choose an alternative delivery address if this is different to your billing address. You will receive an email to confirm you order has been received.

How do I register as a customer? You will be asked at checkout if you want to create an account, but you can also create an account by clicking on New Account located in the top right-hand corner of the homepage. Creating an account will speed up the checkout process next time you purchase from us. You will also be able to track your order history, store address details, view any current or previous orders, making it simpler to reorder your favourite products. When visiting us again, just enter your email and password and the rest of your details will drop in automatically. We will never share your details with any third parties.

What payment methods do you accept? You will be redirected to Paypal after checkout has been completed. You do not need a Paypal account to pay, you can pay via credit or debit card via Paypal. Unfortunately, we are unable to accept payment over the telephone.

How will my chocolates be shipped? We pack each parcel with care, using bubble wrap to protect your items. Royal Mail will be used to ship smaller parcels and we use Fedex for larger parcels. 

You have sent me the wrong item. What should I do? If you have been sent the wrong item, please inform us as soon as possible and we will send the correct item back out to you. If the item you ordered is out of stock for any reason, we will always contact you to arrange an alternative or a partial refund.

Part of my order is missing. What should I do? An item could be missing from your order for several reasons. More often than not because an item was out of stock. In this case you should have been contacted by us. If this is the case, we will arrange to forward the missing item at a later agreed date or, you will be refunded for the item that was not in stock. If it was an error on our part then we will send out the item to you.

How soon will Guppy’s Chocolates dispatch my order? We always try to dispatch your order as quickly as possible. If you order before 12pm (Monday to Friday), we will aim to dispatch it to you the next working day, however, please allow a little longer during busy periods (Easter and Christmas). If there are any problems with your order, we will contact you.

What is your delivery charge? We charge £3.95 per delivery.

Can I collect my order?  Yes. Customers can come and pick up an order direct from us at our factory in York. Our address is: Unit 8 London Ebor Business Park, Millfield Lane, Nether Poppleton, York, YO26 6QY.

General

What is the shelf life of your chocolates? This information can be found on the product details page for each individual product. Generally, most of our products have at least a 1 year shelf life, although our handmade chocolate truffles only have approximately an 8 week shelf life, as they are made using fresh cream.

Which of your products are suitable for nut allergy sufferers? Many of our products contain at least traces of nuts as it is almost impossible to guarantee a completely nut free environment in our factory.   

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