I placed an order but didn’t receive confirmation?
How to find my order number?
Where is my order?
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 firstname.lastname@example.org.
What happens if my order arrives damaged?
How does the welcome discount work?
What delivery options are available?
Do you offer next day delivery?
Do you deliver internationally?
Can I send to multiple addresses from one order?
Orders can only be sent to one address. If you would like to send to multiple addresses, please place each order individually.
How do I return an item?
If you're not happy with your order, please contact us on email@example.com or click 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
If your product develops a fault within 14 days of purchase, please contact us on firstname.lastname@example.org 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?
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
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.
How should I store my Knoops hot chocolate?
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?
Which of your chocolates are suitable for vegans?
Can I add a gift bag or box to an order?
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?
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?
Do you provide gift receipts?
Do you accept cash?
Where can I find your menu?
Do your stores deliver?
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?
Do you offer student discount?
Yes we offer a student of 15% on all drinks. The discount does not apply to retail items.
What is the difference between an iced chocolate and a milkshake?
Do you have wheelchair access?
Do you allow dogs in your stores?
The Knoops loyalty app
Getting started with the app
- Download the Knoops app for iOS here and for Android here
- Tap "Profile" in the bottom right hand corner
- Tap "New user? Sign up now"
- Enter your details (if you had the old app, please use the same email address that you used for the old app so we can link your existing 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 order in-store.
How do I collect points?
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?
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
- 45 points: Iced chocolate
- 50 points: Hot chocolate
- 55 points: Milkshake
- 60 points: Mocha
- 100 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.
If you want to redeem a reward, select one, and then tap ‘claim reward’. This will load the reward to your QR code so when you can redeem when scanning your QR code in store, or at the checkout if ordering via the app.
How do I claim an offer?
Check our 'offers' section on the app. To redeem, please click the offer and scan your QR code.
How do I get updates about rewards + offers?
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.