Frequently Asked Questions

Ordering

How do I place an order?


There are two ways to do this: - Order online through the website site www.cocoqueens.co.uk - Order through my Instagram page @cocoqueenschoc




What chocolate do you use?


Here at Coco Queens, we only use the best ingredients we can get our hands on. That’s why we use high-quality, luxurious, Belgian chocolate for the base of all our products.




How long do the chocolates last?


We recommend that you endulge our chocolate delights within three months to make sure the toppings are still at their tastiest – that’s if you can even resist eating it for that long! The base chocolate is best eaten within a year....but lets be honest, we all know it’ll be long gone before this time.




I have an allergy - can I still order?


As a family run business, all chocolates are made in our home kitchen’s and we are therefore unable to guarantee our products are allergen free. Unfortunately, we do not recommend ordering any of our items if you do have any allergies. Products may contain traces of nuts and most items also contain artificial colourings, gluten and soya lecithin.




How long will my order take?


All products are made to order so please allow up to 10 working days plus shipping. Custom orders may take longer and we advise ordering these as far ahead as possible.

All items are posted 2nd class so please allow time for delivery. If you would like a signed for or a faster shipping method please get in touch prior to placing your order.





Shipping

Do you ship internationally?


Sadly, no. We are based in the United Kingdom and cannot ship out of the country just yet. We can send orders anyhwere in the UK and Northern Ireland. We do hope to expand our shipping locations soon!




How much is delivery?


We use Royal mail tracked 48hr service to deliver our goods. This is £3.19 per order.

We can offer a discounted delivery fee for anyone in the local Northampton area.

We also offer free postage on all orders over £30.

Due to COVID-19 parcels may be delayed due to the high workload Royal Mail are experiencing.




Where is my order?


We receive both proof of postage and a tracking number with all orders we send out. In the rare event that your order does not arrive, contact us as soon as possible so we can investigate this further. We can class it as missing after 14 days with Royal Mail. After this time we can then provide you with a refund or replacement item.





Order issues

Do you still send orders in the warmer months?


All orders placed during spring/summer are at your own risk. If your order is left outside, it will of course melt in warmer weather conditions. We don’t like to see this happen to our creations so please make sure you give us the most reliable address where someone will be available to take the delivery. If you won’t be home, we strongly advise using a different address such as your workplace or a family member, friend or a neighbour’s home.




My item has arrived damaged, what do I do?


In the rare event that a custom item has arrived damaged, please do send us an email with photo evidence and we will review this on a case by case basis. Any non-custom items will not be refunded or replaced unless they arrive in an inedible condition.

By ordering with Coco Queens, you are agreeing to these terms. We package each item with care and unfortunately we cannot be held responsible for any damages that occur once the order has left our possession.




I have changed my mind, can I have a refund?


All of our products are made to order and therefore refunds are not given unless the item is faulty and completely inedible.





© 2020 by Coco Queens.

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