Online Orders
What happens if my order arrives damaged?
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In the event that your order arrives damaged, please don't worry, we guarantee we'll put it right for you. Just contact us on orders@knoops.co.uk or click here
Returns
If you're not 100% happy with your order then we guarantee we'll immediately put it right for you. Please contact us on orders@knoops.co.uk or click here.
I placed an order but didn’t receive an order confirmation. Did you get my order?
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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.
Can I amend my order after it has been placed?
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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.
Delivery
What delivery options are available?
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Standard Delivery – 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
– 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 not available for weekend Delivery.
Which delivery service do you use?
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We use Royal Mail and your orders should be received within 3-5 working days.
We use Parcelforce for Next Day Delivery.
You may be aware that Royal Mail have been experiencing some delays, due to volumes and staffing issues relating to COVID. As a result some deliveries are taking longer than the advertised 3-5 working days. Thank you for your patience.
Do you deliver internationally?
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Currently we do not deliver internationally.
Do you offer next day delivery?
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Yes, next weekday delivery is available if you place your order before 12pm. Next day delivery costs £5.95.
Can I send to multiple addresses from one order?
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Orders can only be sent to one address. If you need to dispatch to multiple addresses, please contact us on hello@knoops.co.uk and we can assist.
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 return with proof of purchase and we’ll exchange or refund it.
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
Is your chocolate sustainably sourced?
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Find our more about our sustainability
here.
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.
Which of your chocolates are suitable for vegans?
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All our chocolates over 54% are suitable for vegans.
Where can I find information about the allergens in your products in store and online?
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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 should be kept in an airtight container and consumed within 3 days.
Gifting
Do you sell gift vouchers?
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Yes we sell gift vouchers for online sales, please click
here. If you’d like to use a gift card in store, these can be purchased from the store directly or via our app.
Can I add gift bags/box to an order?
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Yes, you can choose between a gift bag (suitable for up to two tubes) or a gift box (suitable for up to three tubes) at checkout.
How big is the gift box?
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30cm x 30cm x 9cm. It is suitable for up to three tubes.
How big is the gift bag?
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18cm x 8cm x 23cm. It is suitable for up to two 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 and contact our dedicated gifting team on
corporate@knoops.co.uk
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.
All of our stores are now cashless and we only accept cards.
Where can I find your menu?
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You can see our full in store menu here.
Where are you opening new stores?
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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 Clapham Junction and Chelsea store via Uber Eats. If you’d like to see more stores deliver, please get in touch here.
The Knoops app
How does your app work and what can I use it for?
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Download our app for
iOS or
Android and scan your barcode to earn points every time you buy a drink in store. You’ll earn 1 point for every £1 you spend, and can redeem 30 points for any sized drink with any extras you like.
About Knoops
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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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.
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