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 & Payment

    Which payment methods do you accept? 

    • You can pay by Visa, Mastercard, ShopPay or Paypal.
    • Unfortunately, we are unable to accept payment over the telephone.

    I placed an order but didn't receive a confirmation email - did my order go through?

    • Your order confirmation email can take up to 30 minutes to arrive. If you still haven't received anything from us after 30 minutes, please first check your spam folder. You can always check your order history by logging into your account, unless you have placed your order as a guest. Otherwise, please email us at Fran@guppyschocolates.com or use the contact form. 

    Are there corporate discounts available for larger orders?

    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. 

    How do subscrptions work?

    • Subscriptions are currently only available on Hot Chocolate Flakes.
    • On the product page, choose between a monthly and bi-monthly subscription instead of 'one time purchase'. Add to basket and pay as normal.
    • This order will then be repeated every month (or 2 months depending on your choice) without you having to re-order.
    • Payment will be taken automatically using the same details as the first payment/order, on the same date each month.
    • You can edit and/or cancel your subscription at any time through the customer portal. This can be accessed either by clicking on the link in your subscription email or through the account menu on the website, next to the basket icon.
    • You can send a subscription as a gift to someone else. Just enter their name & address details on your first order.

    Delivery

    How much does delivery cost?

    • Standard delivery costs £2.45.
    • We offer free delivery on orders over £25.

    How will my chocolates be sent out? 

    • We pack each parcel with care, using bubble wrap and/or packing paper to protect your items.
    • We use Royal Mail Tracked 48 to send out out orders.
    • You will receive an email notification when your order has been posted and this will show the trackng number for Royal Mail.

    Can I send my chocolate order as a gift to another person? 

    • 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! Any gift message will be placed inside the packaging.

    Can I send to multiple addresses in one order?

    • No, I'm afraid this option isn't available. You can only send to one named person at each address.

    Can I order online and collect my order directly from you?

    • Yes. Just choose "pick up" on the checkout page and you can collect your order from us at our factory on the outskirts of York.
    • When your order is ready to be collected, you will receive a notification via email. Our current opening hours for collection are Monday-Thursday from 9am until 4pm.

    You have sent me the wrong item, or an item is missing from my order, what should I do?

    • If you have been sent the wrong item, or an item is missing from your order, please inform us as soon as possible and we will look into it.
    • 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.

    My order hasn't been received. What should I do?

    • All our orders are sent out using Royal Mail Tracked 48. When your order has been despatched, your confirmation email will contain your individual tracking number which can be used to check on the progress of your order. Please visit www.royalmail.com/track-your-item and enter the tracking number.

    My Account

    How do I log into my account?

    • Click on the person icon in the top right-hand corner of the page.

    Can I save products for later?

    • Any items added to your cart will stay there for 10 days. After this time they will be deleted. You should receive an abandoned cart message from us after a few days as a reminder.

    Can I see my order history?

    • Yes. If you create an account then you can view your order history when you are logged in.

    Where can I manage my email communication preferences? 

    • If you create an account you can 'opt in' to receiving news and offers from us.
    • You can 'opt out' by clicking on the 'unsubscribe' option within the footer of the email.

    General

    How do I review products? 

    • We'd love to hear your feedback on our products! You can write a review by selecting the product you wish to review on the website. Below each product you can click on 'Write a Review'. We may email you to ask you to leave us a review, if you have opted in to accepting marketing communications from us.

    Where can I see my order history?

    • Log into your account and from here you can view your order history and the current status of your orders. 

    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. 

    Allergens

    Are your products 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.
    • Allergen information and ingredients are available for each product via the ingredients tab on each product page.

    Are your products 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. 
    • Allergen information and ingredients are available for each product via the ingredients tab on each product page.

    Are any of your products suitable for vegans? 

    • Most of our dark chocolate is suitable for vegans and we have an oat m!lk chocolate bar that is suitable for vegans and whilst we are incredibly careful to avoid any cross-contamination, these may contain traces of milk as we use milk in other products within our factory. This is why our allergy advice states that these products may contain traces of milk.  
    • Allergen information and ingredients are available for each product via the ingredients tab on each product page.

    Competitions & Discounts

    Do you offer any discounts?

    • Occasionally discounts are offered for certain products or in conjunction with other offers. 
    • Discounts are available on subscriptions.
    • Any discounts are applied to basket totals, excluding delivery, unless the offer relates to free delivery.
    • We reserve the right to withdraw/amend any offers or discounts at any time. 

    Competitions

    • From time to time we may run competitions across our social media and blog pages. These competitions are open to anyone with a UK postal address, and all winners will be notified via their entry method within 72 hours of the closing date/time.
    • Please note the prize for these competitions are as specified and may not be altered by the winner, unless previously agreed by us. Should the specified prize be unavailable, due to unforeseen circumstances, we reserve the right to substitute the product for an alternative prize of a similar size and value.
    • The closing date for each competition will be specified within the original competition post, and we will not accept any entries after this date/time. 

    Do you offer a subscribe & save option?

    • Yes. Subscriptions are currently only available on Hot Chocolate Flakes.
    • You can choose between a monthly and bi-monthly subscription on the product page.
    • Payment will be taken automatically using the same details as the first payment/order, on the same date each month.
    • You can send a subscription as a gift to someone else. Just enter their name & address details on your first order.

    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. 
    • Whilst 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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