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Frequently Asked Questions

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   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. 2nd class 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 despatch my order? We always try to despatch your order as quickly as possible. Most parcels are sent 2nd class Royal Mail. We may send your parcel via FedEx if it is larger than 2kg. We will aim to despatch your order within 2 working days from receiving your order. 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. We offer FREE DELIVERY on all orders over £25.00.

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. Our address is: 22 Alan Farnaby Way, Sheriff Hutton Industrial Park, Sheriff Hutton, York, YO60 6PG. You will need to click on "Collections from York" at checkout and then contact us to arrange a collection time.

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? 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 those with a nut allergy? 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.   

Which of your products are gluten-free? The majority of our products are gluten-free. Please see the allergy information listed on each of our products.

Which of your products are suitable for vegans? Most of our dark chocolate is suitable for vegans, although it may contain traces of milk as we use milk in other products within our factory. Please check the allergy information listed on each of our products. 

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