FAQS
Registering
How do I become a New Customer?
- If you are interested in stocking our products and would like to order from us, Click here to register now!
- Once registered with us, our wholesale prices are viewable once you are logged in.
- If you would like us to email you a product/price list, please email Fran@guppyschocolates.com.
Orders
How do I place an order?
- Once you have registered, please click on the sign in icon
which can be found at the top right-hand corner of the homepage. Then just add the products you want to your basket. - You will be able to track your orders, view any current or previous orders from your account, making it simpler to reorder your favourite products. We will never share your details with any third parties.
- If you have any difficulties placing an order, please email Fran@guppyschocolates.com and we will get back to you as soon as we can.
Minimum order amount?
- Our minimum order amount is £70.00 (exc VAT) and we offer FREE DELIVERY on orders over £180 (exc VAT). This excludes delivery addresses in the Scottish Highlands, Islands and Northern Island. Please read our Delivery Information for more details.
- If you would like to place a smaller order, this can sometimes be arranged depending on the product/s required. Please email Fran@guppyschocolates.com.
Can I pre-order seasonal items?
- We cannot accept pre-orders for items through the website, however, if you would like to place an order for seasonal items (Christmas and Easter products), before they are available to buy online, please email Fran@guppyschocolates.com.
How quickly will my order be despatched?
- We aim to despatch orders within 1-2 business days after your order has been received.
- Please allow a little longer at peak times (Christmas and Easter).
Can I collect my order from you?
- Yes. Customers can use our 'Click and Collect' service and pick up an order directly from us. You will need to click on 'Collections from YO60 6PG' at checkout.
- When your order is ready to be collected, we will email you to arrange a convenient collection time. Please note that our current opening times for collection are Monday-Thursday between 9am and 3.30pm.
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 receiving your order and we will send out the correct item.
- If the item you have ordered is out of stock for any reason, we will contact you before sending out your order.
Items in my order have arrived damaged. What should I do?
- Every effort is made to try and ensure that your order arrives in perfect condition, however, where items have been damaged in transit, please let us know within 2 days of receiving your order.
- Please can you send photos of the damaged items along with a photo of the external box. Please ensure that any visible damage to the parcel is reported to the courier when it is delivered.
- We will then arrange for a replacement to be sent or a partial refund.
Payment
How can I pay for my order?
- We accept payment by credit/debit card online, using SagePay.
- We are unable to accept payments over the phone at this time.
Can I set up a credit account?
- New accounts will initially be set up on a Proforma basis (payment in advance). After 3 orders have been placed, a credit account can be applied for.
- Our payment terms for credit accounts is 30 days.
How will I receive an invoice?
- Copies of invoices are sent out with all orders.
- You will automatically be sent a confirmation email when you have placed your order and all orders can be viewed from your online account with us.
General
What is the shelf life of your chocolates?
- Our chocolates generally have a shelf life of at least 1 year, except for our chocolate truffles which only have a 3 month shelf life.
- This information can also be found on the product details page for each individual product.
- All of our chocolates have a 'Best Before' date on the packaging.
Can I get samples of your chocolates before I buy?
- Please email Fran@guppyschocolates.com if you are interested in receiving samples of our chocolates.
Do you have any 'shelf-ready' display packaging?
- Yes. We have 'shelf-ready' display packaging which is suitable for our 90g bars, studded chocolate bars and 45g shards. These are available free of charge with your order and can be ordered within these categories.
Do your prices include VAT?
- The price we show is the price excluding VAT. VAT will be shown and added at checkout.
Still have a question
If you have any questions, you can also contact us by completing the form below:
