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About us

Our full range of chocolate flakes, makers and extras

Say it with Knoops this festive season

From 28% white up 100% extra dark, find your perfect %

Craft hot chocolate at home with our makers

Delicious, fully plant based hot chocolate flakes

Our best-selling marshmallows and gift sets

Award-winning tea and speciality coffee

Treat the chocolate lover in your life

Experiment with Knoopology at home

Welcome your team into the office with chocolate drinks

Browse our carefully curated % menu

The art of crafting your perfect chocolate drink

Experiment with Knoopology at home

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?

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?

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

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

What happens if my order arrives damaged?


If your order arrives damaged, don't worry, we'll put it right for you.

Just contact us on with details of what's been damaged and your order number.

How does the welcome discount work?

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.


What delivery options are available?

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.

Do you offer next day delivery?

Express 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?

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

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 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 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
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.


    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?

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

    Our marshmallows have a shelf life of 4-6 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?

    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?


    Is your chocolate sustainably sourced?

    Find our more about our sustainability here.


    Do you sell gift vouchers?

    You can purchase gift cards to use in our online shop here.

    Coming soon: gift cards in store, please bear with us.

    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?


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

    Do you offer corporate gifting and discounts for large orders?

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

    Do you provide gift receipts?

    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?

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

    Where are you opening new stores?

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

    Do you accept cash?

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

    Where can I find your menu?

    You can see our full in store menu here.

    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?

    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?


    Yes we offer a student of 15% on all drinks. The discount does not apply to retail items. 

    Drink temperature

    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?

    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?

    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?

    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

    Whether you had the old app, or you are a new customer, you will need to follow these instructions:
    1. Download the Knoops app for iOS here and for Android here
    2. Tap "Profile" in the bottom right hand corner
    3. Tap "New user? Sign up now"
    4. 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)
    5. Agree to receive offers and promotions to find out how to gain bonus points
    6. 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.

        I have more questions about the app

        For any other queries about our app, please get in touch on

        About Knoops

        What is Knoopology?


        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?

        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?

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