FAQS

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 and Shipping

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 the link 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.

Can I send my chocolate order as a gift? 

  • You certainly can. After entering your billing address, there is a section where you can provide a different delivery address.
  • If you would like a gift message to be added, please leave this in the comments box and we'll do the rest!

How will my chocolates be sent out? 

  • We pack each parcel with care, using bubble wrap to protect your items.
  • 2nd class Royal Mail will be used to send smaller parcels and we use DPD for larger parcels. 
  • You will receive an email notification when your order has been posted and if we have used DPD, you will also receive a notification from them with a tracking number and a link to their website.

You have sent me the wrong item. What should I do? 

  • If you have been sent the wrong item, please inform us within 2 days of receipt and we will send the correct item 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.

Can I collect my order directly from you? 

  • Yes. Customers can use our "click and collect" service and pick up an order direct from us at our factory on the outskirts of York: 22 Alan Farnaby Way, Sheriff Hutton Industrial Park, Sheriff Hutton, York, YO60 6PG. You will need to click on "Collections from YO60 6PG" at checkout. 
  • When your order is ready to be collected, you will receive a notification via email, or text if you have supplied a mobile number at checkout. Please note that our current opening hours for collection are Monday-Thursday from 9am until 3.30pm.

Can I edit or cancel my order once it has been placed? 

  • If you have placed an order by mistake, would like to make changes to your order, or you would like to cancel your order for another reason, please email Fran@guppyschocolates.com by 12 noon after placing your order, to avoid your order being processed and despatched. 

Gift Vouchers

How do I send a Gift Voucher to someone? 

  • We offer Gift Vouchers to the value of £10, £20, £25 and £50. Simply choose which voucher design you prefer and choose the value from the drop down box, then add this to your basket.
  • After checkout you will see a link which allows you to send an email to the chosen recipient or, this link will also be available within the confirmation order that is sent to you after purchase. Clicking on this link allows you to send an email to the recipient, advising them of the gift voucher you have purchased for them. You can also print off the gift voucher to give to someone.

How do I redeem a Gift Voucher that has  been sent to me? 

  • When a Gift Voucher has been purchased for you, you will be sent an email with a unique code. You may also receive the Gift Voucher as a printed voucher with the code on it. This code should be entered on the basket page.
  • The value of the gift voucher will be deducted from your basket total.

General

What is the shelf life of your chocolates? 

  • Our chocolates generally have a shelf life of at least a 1 year, although our handmade chocolate truffles only have a 3 month shelf life, as they are made using fresh cream.
  • Please refer to the 'Best Before' date printed on the packaging. 
  • This information can also be found on the product details page for each individual product.

Which of your products are suitable for those with a nut allergy? 

  • As nuts are used in the production of some of our products, it is almost impossible to guarantee a completely nut free environment in our factory. As such, all products state that they may contain traces of nuts.

Which of your products are gluten-free? 

  • Chocolate in its simple form does not have any gluten in it, but as we add different ingredients to some of our chocolates, those ingredients can contain allergens.
  • The majority of our products are gluten-free, but please always refer to the packaging or ingredients list. All the allergens are highlighted in bold
  • We also have a useful 'gluten-free' category where you can find a list of the products that are gluten-free.

Which of your products are suitable for vegans? 

  • Most of our dark chocolate is suitable for vegans and whilst we are incredibly careful to avoid any cross-contamination, it may contain traces of milk as we use milk in other products within our factory. This is why our allergy advice states that it may contain traces of milk.  
  • We also have a useful 'vegan-friendly' category where you can find a list of the products that are suitable for vegans.

Caring for your chocolates

What could happen if chocolates are not stored properly? 

  • Chocolate can be very sensitive to any excessive conditions, such as too cold or too hot. It is important that they are stored in a cool, dark, dry place and away from strong odours.
  • Fat bloom can occur, recognised by a greysih-white sheen on the surface of the chocolate, if the chocolate is exposed to high tempertures. The cocoa butter can melt and rise to the surface, where it re-solidifies and sets with grey streaks. Whilst visually this can look unattractive, the chocolate is still edible, but the taste and texture can change. 
  • Sugar bloom looks similar to fat bloom and can occur when the chocolate is exposed to moisture. It can happen when chocolate has been stored in a fridge  and it is then moved quickly into much warmer surroundings, like room temperature. This creates condensation, where moisture collects on the surface and dissolves some of the sugar, giving the chocolate a dull gray colour. Again, whilst visually unattractive, the chocolate is safe to eat, but it may have a gritty texture. 
  • Whislst we take every care in the handling of our products here at the factory, once the product leaves our care, we have little control over storage conditions during transit, whilst being stored/displayed in a shop or where it has been kept after purchase. Please take care to store your chocolate under the proper conditions as outlined above.

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