Frequently asked questions

Find answer to some common questions about our online ordering and stores below. Need more info? Click here to get in touch.

Online Orders

I placed an order but didn’t receive confirmation?

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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 to find my order number?

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You can find your order number and details in your confirmation email.

Where is my order?

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Express delivery (1 - 2 working days) must be placed before 12pm Monday-Thursday, otherwise your order will be shipped on Monday. Our standard delivery is 3–5 working days. If you have still not received your item after this time, please contact us on hello@knoops.co.uk.

What happens if my order arrives damaged?

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Unfortunately orders can arrive damaged. Please get in touch with us here with photos of what's been damaged and your order number.

How does the welcome discount work?

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When you join our newsletter you'll be sent a discount code to use on your first order. The welcome offer is valid on all products except chocolate drink makers, milk frothers, coffee makers, gift packaging and gift vouchers. If you have any of these products - or gift sets that include them - in your basket, the discount won't be applied. It also can't be used conjunction with any other offer.

Delivery

What delivery options are available?

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Next day 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 option is £6.95.

Standard delivery via Royal Mail: Our standard delivery should arrive between 3-5 working days. For orders under £40, it's £3.95. Orders over £40 will get free standard shipping.

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

Do you offer next day delivery?

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Next day delivery is available and costs £6.95. Orders must be placed before 12pm Monday-Thursday and will arrive between 1–2 working days.

Orders placed after 12pm on Thursday, or anytime Friday, Saturday or Sunday will be dispatched on Monday.

Do you deliver internationally?

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At the moment we are unable to deliver overseas outside of the UK.

Can I send to multiple addresses from one order?

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Orders can only be sent to one address. If you would like to send to multiple addresses, please place each order individually.

Returns

How do I return an item?

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If you're not happy with your order, please contact us here to tell us more.

Unfortunately we do not do returns on perishable items (including coffee, chocolate and marshmallows).

Any other items need to be unused, in its original packaging and condition and meet our terms and conditions for us to provide an exchange or refund. Unfortunately we do not cover the returns postage.

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.

Products

How should I store my Knoops hot chocolate?

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Our chocolate flakes should be stored in a cool, dry place, out of direct sunlight. Storage advice can also be found on individual tubes.

What's the shelf life of your products?

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Typically our chocolate flakes have a shelf life of 3-6 months from the date of purchase.

Our marshmallows have a shelf life of 2-4 weeks from date of purchase. Once opened, marshmallows should be kept in an airtight container and consumed within 3 days.

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.

Where can I find information about the allergens in your products in store and online?

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You can read our allergen guide for in-store and at home items here.

Is your chocolate sustainably sourced?

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Find our more about our sustainability here.

Gifting

Do you sell gift vouchers?

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You can purchase gift cards to use in our online shop here.
Gift cards for in-store use must be purchased in store.

Can I add a gift bag or box to an order?

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Yes, you can choose between two gift boxes that fits either two tubes, or three tubes at checkout.

All of our gift sets come packaged in gift boxes or a bag (Mocha gift set) so there's no need to add another to your order.

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.

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.

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

Do you provide gift receipts?

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We send all of our orders with an order list that doesn't show prices, so you can send gifts directly to your recipient.

Our stores

Where can I find my nearest Knoops?

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We have a number of stores you can visit, click here to see all of our locations.

Where are you opening new stores?

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You’ll see all of our latest openings here and on our Instagram.

Do you accept cash?

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All of our stores are now cashless and we only accept cards.

Where can I find your menu?

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Do your stores deliver?

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Deliveroo is provided across all our stores (except Rye) and you can order our full range of hot and cold chocolates through the Deliveroo platform.

Unfortunately, if an order is placed through Deliveroo any questions or issues will then have to be directed through Deliveroo and their app.

Do you give a discount for using a reusable cup?

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We encourage our customers to use their own reusable cups in store, and offer a 20p discount to those who do.

Do you offer student discount?

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Yes we offer students 15% off all drinks in-store. The discount does not apply to retail items in-store or on our website.

To validate your student card on the app, please fill out your details here. You will need to upload a photo of your current student card with it's expiry date - we will not accept any digital cards like Totum, student beans or Unidays.

Drink temperature

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We heat our milk to between 65-70'c so that we maintain the best possible flavour of the milk without destroying its nutrients. This also means that you'll be able to drink your hot chocolate from the moment it's served. If you would like your drink extra hot next time you visit, please just ask the team.

What is the difference between an iced chocolate and a milkshake?

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Our real chocolate flakes aren't just for hot chocolates, choose our iced chocolate or milkshakes for a refreshing Knoops.

Our light iced chocolates are similar to an iced coffee, we start with a small, strong hot chocolate, then we top it up with cold milk and pour over ice cubes.

While our milkshakes are made from your favourite % flakes, milk and some soft scoop ice cream. Unfortunately, we cannot make these vegan.

Do you have wheelchair access?

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Each store is accessible at street level or, where this is not the case, a wheelchair ramp is available on request (with the exception of our original store in Rye)

Do you allow dogs in your stores?

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Yes we love your furry friends. Dogs are welcome in our stores and we provide water bowls (our chocolate drinks are not dog friendly!)

The Knoops loyalty app

Getting started with the app

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Whether you had the old app, or you are a new customer, you will need to follow these instructions:

Download the Knoops app for iOS here and for Android here

Click "Profile" in the bottom right hand corner

Then "New user? Sign up now"

Enter your details (if you had the old app - use the same email address that you used for the old app so we can link your points)

Agree to receive offers and promotions to find out how to gain bonus points

Click "Sign up"

You can then order through the app, or scan your QR code when you earn points in-store.

How do I collect points?

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Earn 1 point per £1 you spend*. If ordering in store, show staff your QR code which you can access from the home screen. If ordering via the app, your points will automatically be added if you’re logged in.

Loyalty points expire every 12 months.

*not applicable on gift cards, gift packaging, makers, milk frothers and coffee machines.

How do I redeem points?

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You can start redeeming points when you’ve earned a minimum of 30 points. You’ll be able to claim different drinks* depending on how many points you have in your account:

30 points: Coffee or tea
55 points: Iced chocolate
60 points: Hot chocolate
65 points: Mocha
70 points: Milkshake
120 points: Tube of flakes

To see what rewards you can access with your point balance, log in to your account on the app, then tap ‘Loyalty’– the star at the bottom of the screen. Rewards that are available to you will be displayed here. You can then redeem your offer by clicking the one you want.

You cannot scan offers with the QR code, you have to order through the app to redeem it: tap the store location, choose your drink/tube of flakes. In the cart, you can redeem your offer via “choose personal offers” and select your offer.

How do I claim an offer?

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You can see which rewards are available in your app, on the loyalty page. Here's how you can redeem a drink or tube of flakes – it has to be ordered through our app.

- click "loyalty"

- you will see which rewards you can claim, for example when you have 30 points - you can claim a free tea or coffee

- click on the reward, and then "claim reward" this will then appear under "offers"

- click "order", choosing your store and what item you would like to redeem from drinks or retail tubes

- when you reach the cart, "choose personal offers" and select your offer here

- your offer will then apply and you will need to place your order by clicking "pay"

How do I get updates about rewards + offers?

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We recommend enabling push notifications, so you don't miss out on any offers. You can do this by tapping 'Settings', then sliding on for push notifications.

I have more questions about the app

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For any other queries about our app, please get in touch on app@knoops.co.uk

About Knoops

What is Knoopology?

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

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.

I’d like to join the Knoops team, how can I apply?

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We are on always the look out for great people to join our team, see all of our latest opportunities here.