Frequently Asked Questions

Product Information

Due to the small, batch, handmade and artisan nature of many of our products from time to time especially before our busy periods we may offer pre-ordering. In some cases you will get significant discounts for pre-ordering products. Dates when products become available will be displayed on product pages. You pay for pre-order items when they are ordered. We will deliver your entire order when the pre-order items become available. We reserve the right to withdraw from sale items placed on pre-order. In such cases we will offer an alternative or a full refund.

Busy Periods are 4 weeks before Christmas Eve, New Years Eve and Easter and 2 weeks before Valentines day, Mother’s day, Father’s day, Eid and Diwali.

In some cases we may allow customs to backorder items. In most cases these items will be dispatched with the rest of your order as soon as they are back in stock. This is usually within 5 working days but can be longer. If we feel that for reasons beyond our control we will be unable to meet your order we will offer an alternative or a full refund.

Dietary information is available on the product page. If you have specific allergies please email us at chocolate@TheChocolateQuarter.com before you order.

We do strive to constantly improve and refresh our product range and try out new ideas, therefore our range does change quite often.

Yes – We ask you to confirm you are over 18 years of age on checkout as some of our products are age restricted, such as products containing alcohol. If you order age restricted products but do not indicate you are over 18 or that you are below 18 your order will not be processed but you may still be charged.

Yes. As we mainly use fresh ingredients and steer clear of preservatives most of our products have a shelf life of 4-5 weeks. Please keep this in mind if ordering for a future event. When required we will give more detailed information on packaging and/or product pages.

Returns Refunds and Cancellations

Please contact us before your order is dispatched and we will do all we can to help you

Take pictures of the outside of the box and the damaged items, mark item as damaged when you sign and email us as soon as you can. See Returns Refunds And Cancellations Page

Yes – In most cases the same rules apply to gifts as other orders. See Returns Refunds And Cancellations Page

Gift Certificates

We cannot accept returns for eGift Certificate Codes or PDF gift certificates.

Most of our delivery options come with tracking. If possible check the progress of your delivery with the tracking number provided.

If your order has not arrived 5 working days after your expected delivery date then please contact us and we will get back to you.

Delivery

Yes – Expect collection same day. Price FREE

Order and pay before 2pm (GMT) for same day Free Click & Collection on most orders. Please note you cannot collect and we cannot process orders outside our opening times.

Visit our Delivery Information Page for more information.

Yes – We want to support our troops

Visit our Delivery Information Page for more information.

My Account

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.

On the “My Account” screen there is a link beneath the Login section with ‘Lost your password?’ written. Click on this link and then enter your email address. You will be sent an email explaining how you access a password.

This may be because you have not been active on the site for a period of time, so we have checked you out for your security and privacy. We sometimes ask you to sign into your account when we need to verify your identity. This may include times when you access account or order information and to review or change something. If you’re using a device that’s shared with people you might not know or trust, like a public terminal, you should always sign out from your “My Account” page before you leave it.

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 and manage your delivery addresses. Select “edit your password and account details” to update your email, name and change your password.

You will first need to log in with your email address and current password. Once logged in, you will see “edit your password and account details.” under the “My Account” heading. By selecting this, you will have a list of options, including ‘Change Password’. You will be asked to enter your current password and what you wish for your new password to be. Once completed, ‘Save Changes’.

Click sign out from the “My Account” page.

Payments, Vouchers, Points and Discounts

If you order online you can pay by the Stripe Gatway with any Visa, Mastercard or American Express.

International, corporate, whole sale or very high value orders can also pay via Direct Bank Transfer. This option will be available at checkout if you are eligible. Orders are not processed until we receive full payment.

In store we accept cash and Visa, Mastercard or Maestro via iZettle. iZettle is for instore purchases only. You cannot pay for an online purchase in store.

We do not accept cheques. All payments are in Pounds Sterling. Orders are not processed until we receive full payment.

During checkout you will be asked to enter your voucher code. Here you can add one voucher code. There will be specific terms and conditions depending on the voucher as to how or when it can be used. In most cases you can only add one voucher to an order. Gift certificate values can only be used once and cannot be returned.

This is always frustrating and there are a number of reasons as to why a card may decline, 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.

Yes – we would love to see you. Order and pay online and select FREE Click & Collect. See relevant UK Delivery Section.

No – This is not possible at the moment. Keep checking

Gifting

No – We will remove prices. This is not available for international delivery orders due to customs regulations if you select this option for an international order if applicable you may still be charged.

 

Yes – If you don’t want your lucky gift recipient to open their gift until their important day we can indicate so on the outside of the box.

Yes – Create an air of mystery and remain the intriguing stranger. If you select this option we will hide your name and details on the packing slip. Please note that the email address you enter at checkout or the one associated with your account will receive an full receipt. If you include your name on a gift message card it will be printed whether this option is used or not. Not available for international delivery orders due to customs regulations if you select this option for an international order if applicable you may still be charged

Retail Store

We would love to see you in store. Tucked away in the quaint, old streets of Birmingham’s Jewellers Quarter is the chocolaterie where our master chocolatiers do what they do best – Provide the best chocolate experiences.

You can get more information such as contact information and location on our homepage. Also see our gallery to see what you can expect when you finally come over.

The Chocolate Quarter Club

There are three types of membership. Upfront membership – you pay upfront the entire amount due for the period desired, pay as you go – you pay on a monthly bases the day your monthly collection is dispatched and gift membership (eGift certificate code) – you receive a code you can send to someone or spend on an upfront membership.

Pay As You Go Membership

You pay monthly on the day “The Member’s Collection” is dispatched. In most cases this will be the 5th day of the month. As long as you maintain your membership your monthly price will be frozen. Your membership will end if your payment is not completed successfully for any reason or if you cancel it. For example if you buy on the 1st of February you will not be billed until the 5th of Febuary and then 5th March (assuming “The Member’s Collection” is being despatched on 5th day of the month). Members for a year or more will be entitled to special collections.

If your subscription has not been dispatched you can cancel it at anytime for a full refund. No Administration fees!

If your subscription has be dispatched we cannot offer a return or refund due to the perishable nature of our products.

Upfront Membership

You select the period of time you want your membership to last. You pay the full amount due for the period at checkout. Your price is not frozen for this type of membership. Your membership will end if you do not purchase another upfront membership or pay as you go membership within 2 weeks of your last regular collection being dispatched or you cancel it. For example if you buy a 12 month membership on 1st February you will pay at checkout that day. We will (in most cases) dispatch “The Member’s Collection” on 5th Febuary. You must purchase a pay as you go or upfront membership on or before 19th February to maintain your membership. Members for a year or more will be entitled to special collections.

If you have paid upfront for your subscription and we have not dispatched your first box you can cancel it at anytime for a full refund. No Administration fees!

If you have paid upfront for your subscription and we have dispatched your first box we cannot offer a refund

Gift Membership (eGift certificate code)

You select the period of time you want your gift membership to last. You pay the full amount due for the period at checkout. You will receive an eGift certificate code that you can send to anyone who will then be able to spend it on an upfront gift membership. Your price is not frozen for this type of membership. The code can only be used once, if for any reason any balance remains it will be lost. Certificates are only valid for a limited time after purchase.

We cannot accept returns for eGift Certificate Codes used for gifted subscriptions such as our club of the month or gift certificates.

You cannot return or exchange any collections you receive as part of your membership for other products or money.

Members will receive “The Member’s Collection” on the 5th day of each month. Each box will include at least one type of exclusive chocolate not available to the public with the ability to give us feedback. The selection will always be worth at least the monthly subscription price. Members for over a year are eligible for special collections.

If you are on pay as you go your account will be billed only when “The Member’s Collection” is despatched and your price is frozen for as long as you maintain membership. Membership is cancelled if payment is unsuccessfully for any reason or you cancel it.

If you are on a membership where you paid upfront you will not be billed monthly. Your price is not frozen if you join pay as you go membership or purchase another upfront membership.

You cannot return or exchange collections you receive as part of your membership for other products or money.

Pay As You Go Membership

You submit valid credit/debit card details that will be charged when your first and every subsequent “The Member’s Collection” is dispatched. This is normally 5th day of the month but this is subject to change without notice. For example if you sign up on the 1st February you will not be charged untill 5th February. Your price is frozen for as long as you maintain membership. Members for over a year are eligible for a special collections.

As these are custom made products refunds and returns are not possible for orders already dispatched.

Upfront Membership

You will pay the full amount due at checkout. You will then receive “The Member’s Collection” on the same dates as pay as you go members but not be billed. Your price is not frozen with this membership. Members for over a year are eligible for a special collections.

As these are custom made products refunds and returns are not possible for orders already dispatched. You can contact us to cancel your membership within 14 days of payment. After 14 days refunds are not possible.

Gift Membership (eGift certificate code)

You pay the full amount due at checkout. You will receive a code allowing anyone you send it to, to purchase an upfront membership. Equal to the value you sent.

eGift certificate codes cannot be returned.

In most cases you can cancel a subscription in your “My Account” section. If this is not possible please contact us and we will do so within 2 working days

If your subscription has not been dispatched you can cancel it at anytime for a full refund. No Administration fees!

If your subscription has be dispatched we cannot offer a return or refund due to the perishable and custom nature of this product.

If you have paid upfront for your subscription and we have not dispatched your first box you can cancel it at anytime for a full refund. No Administration fees!

If you have paid upfront for your subscription and we have dispatched your first box we cannot offer a refund.

We cannot accept returns for eGift Certificate Codes

Our actual Terms and Conditions take precedence over any other conflicting or differing statments made by us or on our publications, social media and website