FAQ - Do you sell gift cards?

What happens if my order arrives damaged?

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In the event that your order arrives damaged, please don't worry, we guarantee we'll put it right for you. Just contact us on orders@knoops.co.uk or click here.

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If you're not 100% happy with your order then we will immediately sort it out for you. Please contact us on orders@knoops.co.uk or click here.

Do you accept Paypal?

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Yes, we accept PayPal along with all other major credit cards.

Which delivery options are available?

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Express delivery via Parcelforce (1 - 2 working days): Orders must be placed before 12pm Monday–Thursday. Orders placed after that or over the weekend will be dispatched on Monday. This is £6.95.

Standard delivery via Royal Mail: For orders before midnight, this is free of charge over £40 and is delivered in 3-5 working days. For orders under £40, it's £3.95.

Please note: Royal Mail have been experiencing some delays recently so some standard deliveries may take a little longer.

What delivery service do you use?

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For standard delivery we use Royal Mail, orders should be received within 3-5 working days.

For express delivery (1 - 2 working days) we use Parcelforce.

You may be aware that Royal Mail have been experiencing some delays, due to volumes and staffing issues relating to COVID. As a result some deliveries are taking longer than 3-5 working days. Thank you for your patience.

Returning your product because you changed your mind

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Please contact us to arrange to return your item unused and in the original condition (all packaging intact and in an unused condition) with proof of purchase within 14 days, and we’ll give you an exchange or refund, as long as your returned product meets our terms and conditions.

Returning a faulty item

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If your product develops a fault within 14 days of purchase, please contact us on orders@knoops.co.uk with your proof of purchase and we’ll arrange an exchange or refund.

After 14 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.

Which products can't be returned?

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The following products won’t be eligible for exchange or refund (unless faulty as described):

Products you received over 14 days ago
Products that have been opened or unsealed (other than where necessary to inspect)
Products without original packaging or labels
Products or packaging in poor condition
Products that contain your personal data or have been manufacturer-registered
Gift cards
Perishable goods (eg. Chocolate flakes, coffee/marshmallows) which have an expiry date

Please note: that if you return products which are outside our T&Cs or if you don’t have proof of purchase, we’re unable to process a refund, so please keep your receipt or order confirmation.

Items purchased outside of this period may be covered under the manufacture warranty, in which case please contact the manufacturer directly who will be able to help you with your enquiry.

Do you sell gift vouchers?

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We have three gift card options, depending if you would like the recipient to be able to spend it online, OR in one of our stores.

1. You can buy a gift card to redeem in our online shop here, that can be sent via email.

2. You can now buy an in-store gift card in one of our shops - it is only redeemable in store.

3. Alternatively, if you can't get to a store, you can still give credit to someone to spend in our shop, by downloading our App (you can find it here for Apple, and here for Android). Once the app is installed, in the menu on the top left there is an option “Gift Cards” and through here you can very easily gift some credit to someone. They will receive an email with instructions as to how to redeem it and they will be able to use it to buy drinks in our stores.

Is your chocolate sustainably sourced?

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Our founder, Jens Knoop, carefully selects the chocolates that feature in our chocolate library. Our current range includes 22 chocolates from around the world, from a white 28% up to a 100% cocoa. We offer a range of blends - which are now traceable, so we know which cooperatives contributed to each cup - alongside a number of single origins from a range of cocoa-growing regions, from Peru and Colombia, to Tanzania and Madagascar. In October 2019, Jens visited the Alto El Sol plantation in Peru, meeting growers who supply the cocoa in our 65% Single Origin.

We work with a handful of chocolate makers, small and large, who are genuinely committed to improving the sustainability of their cocoa, in an industry which has experienced many challenges in recent decades. Programmes such as Cocoa Horizons and Cacao Trace demonstrate the industry’s ambition for achieving long-term sustainability of cocoa, with a focus on environmental issues, productivity, farmer poverty, and social and community development. One of our suppliers is the oldest B-Corps certified company in the world.

Do you deliver internationally?

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At this time, we only deliver to UK addresses.

How should I store my Knoops hot chocolate?

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Which of your chocolates are suitable for vegans?

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All our dark chocolate flakes over 54%. Our 38% Oat m*lk flakes and Cacao tea are also suitable for vegans.

Which of your chocolates are suitable for vegans?

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Where can I find your cafes?

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Please see our locations here.

What is Knoopology?

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Knoopology is the art of expertly crafting the perfect chocolate drink for you. Find out more here.

Can I add a gift message to my order?

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Yes a gift message can be added free of charge during the checkout process.

How big is the gift box?

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Our two tube box is 19cm x 19cm x 10cm.

Our three tube box is 28cm x 19cm x 10cm.

How big is the gift bag?

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How can I keep in touch with all things Knoops?

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Please sign up to our email list here and follow us on Instagram at @KnoopsChocolate.

Do you offer corporate gifting and discounts for large orders?

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Yes, we offer a corporate gifting service. Please click here to find out more or contact our corporate gifting team on corporate@knoops.co.uk

I placed an order but didn’t receive an order confirmation. Did you get my order?

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We send order confirmation by email after an order is placed. If you haven’t received this, please check your junk mail.

How does your app work and what can I use it for?

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Download our app for iOS or Android and scan your QR code to earn points every time you buy a drink in store. You’ll earn 1 point for every £1 you spend, and once you have 35 points you can redeem a small drink of your choice.