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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How to find my order number?
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Where is my order?
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What happens if my order arrives damaged?
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How does the welcome discount work?
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Delivery
What delivery options are available?
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Do you offer next day delivery?
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Do you deliver internationally?
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Can I send to multiple addresses from one order?
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Returns
How do I return an item?
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Returning a faulty item
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Which products can’t be returned?
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Products
How should I store my Knoops hot chocolate?
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What's the shelf life of your products?
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Which of your chocolates are suitable for vegans?
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Where can I find information about the allergens in your products in store and online?
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Is your chocolate sustainably sourced?
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Gifting
Do you sell gift vouchers?
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Can I add a gift bag or box to an order?
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How big is the gift bag?
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How big is the gift box?
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Can I add a gift message to my order?
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Do you offer corporate gifting and discounts for large orders?
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Do you provide gift receipts?
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Our stores
Where can I find my nearest Knoops?
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Do you accept cash?
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Where can I find your menu?
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Where are you opening new stores?
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Do you allow dogs in your stores?
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Do your stores deliver?
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Do you give a discount for using a reusable cup?
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The Knoops loyalty app
Getting started with the app
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How do I collect points?
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How do I redeem points?
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How do I claim an offer?
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How do I refer a friend?
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How do I claim my bonus birthday points?
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How do I see how many points I've got?
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How do I get updates about rewards + offers?
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How do I transfer points to a friend?
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What is the QR code used for?
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What happened to the old app?
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How can I transfer my points from the old app?
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I had credit in the old app, will it be refunded?
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I have more questions about the app
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About Knoops
What is Knoopology?
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How can I keep in touch with all things Knoops?
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I’d like to join the Knoops team, how can I apply?
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