Frequently Asked Questions - FAQ

Ordering

Find and add items to your shopping bag

Once on The Gourmet Chocolate Pizza Company website you can click on the tab that says ‘Gift ideas’.  You then have the option to select which type of chocolate you would prefer or if you have a dietary requirement you can search through our gluten free, vegan or vegetarian chocolate gift pages.

You can also select based on occasion such as Birthday gifts or Christmas . From here, simply hover above the item you wish to purchase, click through and then add to basket.  You will then see your selection has been added to your basket.

Sign In, Create a new account and checkout

To complete your order you can click on the Login link in the top right hand corner of the screen.  If you are a returning customer you will be asked for your password and email address.  If you are a new customer, you will be invited to create an account.  You are not required to create an account if you prefer not to.

Choose your delivery options

This is step 2 of checkout.  You can either deliver to an address of your choice or collect from our office.  There is further information on specific delivery information within our Delivery FAQ’s section further down this page.

Check your order summary

This is step 3 of checkout and is where you will be able to review all aspects of your order prior to entering any payment details.  This will also confirm any item quantities, messages, vouchers, discounts and offers you have within your basket, whilst breaking down your delivery costs as well.

Make payment.

You will be asked to enter your card details and billing information.  (All major credit/debit cards are accepted).  You can also pay with Paypal or call us on 0115 9894254 and pay over the phone.

Registering

Why will the website not let me register?

It is possible you already have an account registered with us using that email address and password.  If so please attempt to log in as an existing customer on the log in screen.

Why am I unable to log in?

This would most likely be due to you not having an active registered account, an incorrect password or a non-registered email address.  Please ensure you have registered and if you are a returning customer do not attempt to register again with the same details as this will fail.

What do I do if I've forgotten my password?

On the log in screen there is a link beneath the returning customer section with ‘forgotten password?’ written.  Click on the link and then enter your email address.  You will be sent an email explaining how you can reset your password.

How do I change the details of my online account?

Once logged in you will be taken to the "my account" section of the site.  From here you will be in a position to view your order history, update your details and manage your delivery addresses.

Basket

How do I put items in the Basket?

If you want to order an item, click the 'Add to Basket' button on the item's product detail page.

How can I change the quantity of an item I have in my Basket?

Once you've added an item to your basket you can keep searching or browsing until your basket contains all the items you want to order.  You can access the contents of your Basket at any time by clicking the Basket button at the top of every page of our website.  You can also change the quantity by amending this within your Basket or initially when selecting the product itself on the product page.  The quantity can be amended during checkout also.

How can I remove something from my Basket?

You can remove items from your basket by going to your basket and clicking remove beneath each product.

How do I mark something in my Basket as a gift?

If the item in your basket is a gift tick the box that says ‘Is this a gift?’ and we will make sure we don’t print the price on the delivery note.

How do I save something in my Basket for later?

Any item you add into your basket will stay there until you either remove it, clear your cache or purchase it.

My Basket looks right. How do I finish my order?

Simply click ‘proceed to checkout' within your basket in the bottom right hand corner of your screen.  You will then be given the option to either login first or place your order then create an account.

Delivery

What are the Standard delivery options for the UK?

All of our Standard Deliveries costs £3.95 for single items and £4.95 for multiple items.  

Where is my order?

We have been made aware that during busy periods it may take up to 10 working days for delivery in some areas. Unfortunately this is something that is out of our control and very much depends on their current staffing levels and the volume of parcels they are processing. The vast majority of parcels are still being delivered within their usual 3-5 working day, but we would ask you for your patience during these difficult times.

What are delivery options for outside Mainland UK?

If you wish to order a product to be delivered to another country or outside of Mainland UK, please call us on 0115 9894254 and we will be happy to provide you with a quotation.

Any orders placed for overseas delivery that are made directly through our website will be placed on hold and we will attempt to contact the buyer to ensure the correct postage is paid for and applied to the order.

Do you offer next day delivery?

Yes, Next/Named Day delivery service is available based on our current lead times. Estimated dispatch dates (when your order is handed over to our delivery partners) are now included on the delivery page during checkout, to help you decide which method is best for you.

Our team will always endeavour to keep to this date where possible, however there may be occasions where this is carried over to the next working day due to situations out of our control.

Do you offer specific day delivery?

Yes - Nominated day delivery is available at £5.95 for single items or £6.95 for multiple items.

Please note, whilst every effort will be made by our delivery partners to deliver on your nominated day, there may be occasions where this may not be possible, i.e Extreme weather conditions and/ or where a delivery has been attempted, but no-one answered the door to accept the delivery. In these cases, Our delivery partners should contact you directly and/or leave a calling card and will aim to try again on the next working day.

How do I send my order to a friend at an address other than my own?

During step 1 of checkout you will find the address page. If you wish to deliver to a different address simply tick the box then insert the address.

What if I want to send orders out to multiple addresses?

If you're looking to send out your order to multiple addresses (10 or more) then feel free to drop us an email and request a mulitple delivery address spreadsheet. Please note that each address entered will be charged a seperate delivery fee.

Can I order online and collect?

Yes of course. For all those using our click and collect service through the website, please wait for collection until after 2pm if possible, unless an alternative arrangement has been made for you. This is to ensure that your order has enough time to be produced and packaged prior to collection.

Upon arrival, we ask all customers to give us a call and then remain in your car where one of our team will bring the order directly to you to help minimise contact during the collection process. We appreciate your understanding and co-operation with these measures.

Adverse Weather Conditions

On occasion we may take the decision to delay dispatching orders due to adverse weather conditions, which may impact the condition of our products during delivery, such as the current extreme temperatures we are experiencing. Should this happen, we endeavour to notify all affected customers by email or phone as soon as possible.

Gifting

How do I add message cards?

You can do this at the basket stage of your order before going through to checkout.  If you click on ‘My Basket’ there is a text box for you to enter your gift card message.

Is it possible to add a ‘don’t open until’ message?

Yes.  If you would like us to add a ‘don’t open until’ message give us a call on 0115 9894254 or email us at customerservice@gourmetchocolatepizza.co.uk quoting your order number and we will make sure the message is printed on the outside of the package.

Payment, Vouchers and Discounts

What payment methods do The Gourmet Chocolate Pizza Co. accept?

We accept Visa, Mastercard, PayPal.  We also accept cash for collection orders.  We do not accept American Express at this time.

My card has been declined - why?

This is always frustrating and there are a number of reasons as to why a card may be declined, we always suggest the best thing to do is to check your details are correct and contact your bank.  If no explanation can be found please contact us on 0115 9894254.

How do I add a voucher to my order?

At checkout when you come to ‘confirm order’ there is a text box available for you to insert any gift voucher codes.

Do you have any discount codes running at the moment?

Active discount codes will usually be advertised on the home page, product pages, across our social media channels and on our weekly newsletter updates.

Please note any discounts offered via our website, www.gourmetchocolatepizza.co.uk, social media pages or customer emails are for direct customers only, unless otherwise stated. For trade orders, please email sales@gourmetchocolatepizza.co.uk.

Are there Corporate discounts available for large orders?

For information on large orders (units of 150+) or corporate branding options, please contact us on 0115 9894254 or email sales@gourmetchocolatepizza.co.uk .

Checking, Amending and Cancelling

I placed an order but didn't receive an order confirmation. Did you get my order?

The first place you should check is your order history.  You can view this by logging in and viewing your account.  Within your account you will see the order history option.  You will then see a full list of all orders we have received from you online and by phone, complete with order number, total price and date.  If you do not see your order here please contact us on 0115 9894254 with your name, email address and postcode as soon as possible.

Where can I see my order history? 

For online, phone and post orders - you can view this by logging in and viewing your account.  You will see a full list of all orders we have received from you online and by phone, complete with order number, total price and date.

How to find Your Order Number

Your order number will be visible upon completion of your order, an email order confirmation receipt will also be sent to you.

Can I amend/cancel my order after it has been placed?

This is only possible if your order has not been dispatched.  You should immediately contact us on 0115 9894254 with your order number.  Please note we will try our best to amend your order but we cannot guarantee it will be possible. 

Returns, Resends and Refunds

What if I’m not happy with my order?

You can order in complete confidence; if you’re not 100% happy with your order then we guarantee we’ll immediately put it right for you.  Please email us at customerservice@gourmetchocolatepizza.co.uk.

What if my order arrives damaged?

All of our products are carefully packed to withstand their journey in the post and we are confident they will arrive with you in perfect condition.  In the event that your order does arrive damaged, please don’t worry.  We guarantee we’ll immediately put it right for you, upon receipt of images – Please email us at customerservice@gourmetchocolatepizza.co.uk.

Can I contact you about a gift I have received?

Of course, we’re here to help so please call us on 0115 9894254 or email us at customerservice@gourmetchocolatepizza.co.uk quoting the order number on your delivery. 

How long will it take for my refund to go back into my account?

Refunds can take anywhere between 7-10 working days to go back into your account after they have been processed by us. Unfortunately this is something that is out of our control and is down to the payment processor, usually either NatWest Tyl or Paypal, depending on the method of payment originally used.

Products

Where can I find out specific dietary and allergen information on products?

Dietary and allergen information is available on the individual product pages by clicking on the ‘Ingredients’ tab.  If you do require further information, we would ask that you send us an email at customerservice@gourmetchocolatepizza.co.uk or call us on 0115 989 4254.

Do your pizzas and gifts contain nuts?

We produce a wide variety of chocolate pizzas and gifts, some of which do contain nuts as their main ingredients. Although, as a rule we try to avoid the use of peanuts in our factory, we unfortunately cannot guarantee that all of our supply chain is free from peanuts, and all of our finished products are made in an environment that uses other nuts, such as hazelnuts, almonds and walnuts.

For your reference, all of our products are labelled with a "may contain traces of nuts" allergen warning. If you would like any further information, please don't hesitate to drop us an email or give us a call on 0115 989 4254. 

I can see that some of your products contain E-numbers, is this something to be concerned about?

Some of our products do contain E-numbers, especially those that include a printed plaque. Please note, the E-numbers listed in the ingredients are often used in trace amounts, or as part of the decoration, however they may have an adverse effect on children if consumed in large quantities.  

Is the range suitable for vegans?

We believe our dark chocolate is suitable for vegans, however as it is made in the same environment as our milk chocolate we cannot guarantee it is free from milk traces. Please see our vegan-friendly page for all vegan products. 

How many slices is each size pizza cut into?

Our 7" and 10" pizzas are cut into 8 slices, and our 4" minis are moulded into 6 easily snappable slices - making them perfect for sharing!

What is the best way of storing my chocolate products once they have arrived?

Chocolate should be stored in a cool, dry place, away from direct sunlight and other sources of heat. 

Unsubscribing from our Mailing Lists

How do I unsubscribe from your newsletters?

You can unsubscribe from our newsletters at any time, by clicking the unsubscribe button at the bottom of your email.

How do I unsubscribe from Transactional Emails?

Transactional emails are automatically sent out by our system to help ensure you receive the best customer service from us as possible in relation to your order.

If you have provided your email address in the delivery information, this email will be used to send you an invoice, confirmation of dispatch note and will also be used to send you a customer review invitation.

Please note if the first review request has not been responded to within 7 days, we will automatically send you an additional review invitation, as a reminder. 

Following this, you should no longer receive any further communication from ourselves, unless you have specified that you wish to be added to our mailing list, or if it is in response to an enquiry regarding your order.

If you would like to stop all further communications with ourselves, please don't hesitate to contact us directly and we will ensure your details are removed inline with our Privacy Policy.