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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Our standard delivery is 3 - 5 working days. If you have 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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If your order arrives damaged, don't worry, we'll put it right for you. Just contact us on orders@knoops.co.uk with details 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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Standard delivery via Royal Mail – For orders before midnight, this is free of charge over £35 and is delivered in 3-5 working days. For orders under £35, the price is £3.95.

Next weekday delivery via Parcelforce – For orders placed before 12pm, next day working delivery is available for a price of £5.95. Please note this is for weekdays only and is not available at weekends. Orders placed after 12pm on Friday, or anytime on Saturday or Sunday will be dispatched the following Monday.

Please note, Royal Mail have been experiencing some delays recently so some standard deliveries may take longer than 3-5 working days.

Do you offer next day delivery?

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Yes, next weekday delivery is available and costs £5.95.

Orders must be placed before 12pm. Orders placed after 12pm on Friday, or anytime on Saturday or Sunday will be dispatched the following 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 100% happy with your order please contact us on orders@knoops.co.uk or click here and we will rectify this for you. If you’ve changed your mind about a product, please contact us within 14 days on orders@knoops.co.uk with your proof of purchase to arrange a return. Your item will need to be unused, in its original packaging and condition and meet our terms and conditions for us to provide an exchange or refund.

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) 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 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?

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All our chocolates over 54% as well as our 38% are suitable for vegans.

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

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You can download our full allergen guide 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 vouchers to use in our online shop here.

If you’d like to use a gift card in store, these can be purchased from the store directly.

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

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Yes, you can choose between a gift bag that fits two tubes, or a gift box that fits three tubes at checkout.

All of our gift sets come packaged in gift boxes or bags so there's no need to add another to your order.

How big is the gift bag?

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18cm x 8cm x 23cm. It is suitable for up to two tubes.

How big is the gift box?

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30cm x 30cm x 9cm. It is suitable for up to three tubes.

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.

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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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 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!)

Do your stores deliver?

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Drinks are available for delivery from our Brighton, Clapham Junction, Chelsea, and Kensington stores via Uber Eats. Please check the Uber Eats app for details on delivery radius.

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 50p discount to those who do.

The Knoops loyalty app

Getting started with the app

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Our app allows you to collect points every time you spend in store. You'll get 1 point for every £1 you spend and can start paying with points when you have a minimum of 30 points.

To use in store, speak to a team member and provide them with your email address so they can create your account on the till. Then, to view your points and get extra rewards, download our app. You can also create your app account in advance:

- Download the app for iOS here or Android here.
- Create a new account by clicking the 'New user? sign up' button at the bottom of the app homescreen.
- Enter your email address to create a new account. So that your account syncs with your store transactions, make sure to use the same email address you have or will provide in store.
- You'll then receive an email with a verification pin, enter this when prompted to login to your new account. If you don't receive this email, please check your junk email folder.

If you used our old app, you'll need to create a new account to login. If you've transferred points, please make sure to create your account using the same email address.

If you were referred by a friend, enter the email address you entered when registering and your details will populate in the app.

You’ll then be able to login with these details and you’ll receive bonus welcome points when you first join.

After you’ve logged in, click the top three lines and then tap ‘Settings’.

In ‘Personal Information’ you can enter your full name, and if you’d like a free drink on your birthday, enter your date of birth

In ‘Communication Preferences’ choose whether to receive email, push or SMS notifications by tapping the button next to each option. Selecting email will opt you into marketing communications from Knoops.

We recommend selecting push notifications and email to ensure that you receive all the latest rewards and offers, and updates from Knoops.

How do I collect points?

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You earn 1 point for every £1 you spend in store.

Every time you make a purchase in store, please inform the team member that you use the Knoops app and provide them with your email address. They will then allocate the points you’ve earnt to your account and your updated balance will be visible within the app.

How do I redeem points?

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For every 6 points you earn you can spend £1 in store. You can start spending your points when you’ve earnt a minimum of 30 points.

If you would like to pay with your points in store, please inform the team member at the till point and provide them with your email address. They will deduct the number of points requested from your account. Your updated balance will then be available to view within your app.

Points will be rounded up when you spend - eg for £4.10 transaction will use the equivalent of £5 (25 points) - and you won't collect points when you use your points to pay.

If your points balance falls below 30 points, you must earn enough points to bring your balance back to 30 points before you can begin spending again.

How do I claim an offer?

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If you are eligible for an offer - eg Marshmallow Monday - you will see this in the 'offers' section of your app.

Please show the team member at the till the relevant offer. They will then process accordingly.

How do I refer a friend?

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Tap ‘Refer a Friend’ from your app’s homepage or menu to share your personalised referral link and invite a friend to start enjoying Knoops and create an account.

When they’ve created an account they’ll be prompted to download the app. When downloaded they'll receive 15 welcome points and can start collecting points.

When your friend makes their first purchase worth £3 or more that's connected to their loyalty account (within 90 days of the invite being sent) you’ll receive a bonus 15 points.

How do I claim my bonus birthday points?

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Make sure you've added your date of birth. Go to 'Settings', then tap 'Personal Information' and enter your date of birth in the 'Birthday' section.

If you've entered your birthday, you'll receive an extra 30 points in your account on the day of your birthday to spend in store.

How do I see how many points I've got?

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When you open the app, you'll see your current points balance in the bottom right hand corner. You can also see which rewards you're currently eligible for - and those that you're close to - by tapping 'Offers'.

We recommend enabling push notifications and registering for emails to ensure you don't miss out on any offers or rewards and hear the latest from Knoops. You can do this by tapping 'Settings', then 'Communication Preferences'.

How do I get updates about rewards + offers?

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In the app, tap the three lines in the top left hand corner and then tap ‘Settings’.

In ‘Communication Preferences’ choose whether to receive email, push or SMS notifications by tapping the button next to each option. Selecting email will opt you into marketing communications from Knoops.

We recommend selecting push notifications and email to ensure that you receive all the latest rewards and offers, and updates from Knoops.

When you've chosen your preferred options, you'll receive updates from us.

How do I transfer points to a friend?

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You can transfer loyalty points to a friend who also has the Knoops app.

Tap ‘Transfer’ from the app menu and complete the form to confirm how many points you’d like to transfer and enter your friend's details.

What is the QR code used for?

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The QR code can be used to check your point balance on in store tablets (not yet available). It cannot be scanned at the till.

What happened to the old app?

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Our old app is no longer available, we've updated it with a new version so that we can give you more rewards and offers. All accounts created in the old app are now inactive, to use the new version you'll need to create a new account.

If you have any queries regarding your old account, point or credit balance, or anything else please contact us on app@knoops.co.uk

How can I transfer my points from the old app?

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All users of our previous app will have been contacted via email with an option to opt in to transfer points.

Alternatively, please contact us on app@knoops.co.uk

I had credit in the old app, will it be refunded?

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Our new app doesn't hold credit so we will be refunding any outstanding credit. You don't need to do anything, you'll be refunded to the card originally used to purchase by 22nd April 2022.

If you'd like to speak to us about this, please get in touch at app@knoops.co.uk

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.