FAQ's
If your query isn’t answered by any of the below, then please email us.
Can I amend my order after it has been placed?
Our team will start to pick and pack your order immediately after you place it. Once this has begun, your order cannot be changed. If you urgently need to change your order, we will try our best to help, but this may not always be possible. You’ll need to contact to us as soon as you can via email hello@kakoa.co.uk to arrange this.
How can I check my order status and track my order?
Once your order is despatched, we will send you a despatch confirmation email, containing a link you can use to track your order. We’ll also send you regular delivery updates.
What are my delivery options in the UK?
Standard Delivery
- Free on orders over £50
- £3.99 for orders under £50
Express Delivery
- £5.99 per order (order by 3PM)
Do you delivery to UK Highlands, Islands and Northern Ireland?
Yes, here are some details.
- Free on orders over £50
- £3.99 for orders under £50 (standard delivery)
- £5.99 all orders (express delivery)
Delivery Time
- Approximately 3-5 working days (standard delivery)
- Approximately 1-2 working days (express delivery)
Do you deliver outside the UK?
No, unfortunately that isn’t a service that we currently offer.
What is your returns period?
Provided the product is returned to us within 30 days and is unopened and in its original packaging, we will refund the purchase price.
How do I return an item?
- If you are not entirely satisfied with a product, please contact us immediately, stating your reason for the dissatisfaction.
- If there is a problem with the product, we will refund the purchase price or send a replacement.
- If however, we deem the product to be in a perfect condition, then we reserve the right to charge the full amount for the goods.
- If you decide to return an item that is not faulty, you will need to organize and pay for the return shipping yourself.
Which payment methods can I use?
You can pay by Visa, Mastercard, Maestro, American Express, Amazon Pay and PayPal.
How do you store my payment card data?
We don't store your card data. Instead, we use a secure payment provider who manages all the card data and payments and only lets us see a summary of each card.
Is the cocoa ethically sourced?
Yes, the cocoa that we use is purchased through the Cocoa Horizons scheme, that improve the livelihoods of cocoa farmers and their communities. Through the promotion of sustainable, entrepreneurial farming, improved productivity, and community development.
Is the packaging recyclable?
Yes, all the packaging is recyclable, from the box, to the chocolate tray to the menu.
Are your boxes made from responsibly sourced cardboard?
Yes, we only use FSC Certified Cardboard, for all our packaging.
Do you offer a gift wrap service?
No unfortunately, this is something that we don’t offer.
How do I add a message card to my order?
At the shopping bag stage of checkout, you can add a free gift message.