MokoChocolates.co.uk - Chocolate Gifts By Post - FAQ

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Frequently Asked Questions

• Our Chocolates
• Contact Us
• Delivery Information
• Customer Services
• Corporate Services
• Payment Details
• Ordering
• Message Cards
• Moko Stars

Our Chocolates

How should Moko Chocolates be stored?

Chocolate is best stored in a cool and dry location. It can be stored in the refrigerator in summer, but try to seal it in an airtight container.

Can I see which individual chocolates are in each box?

Yes, on each of the assorted boxes you will find a link to view the menu card for that individual box.

Are Moko Chocolates suitable for people with special dietary needs such as Vegans, Diabetics and Coeliacs?

On the product information page for each product there is a 'Dietary Info' tab that contains all the details about the suitability of the chocolates.

Do Moko Chocolates contain alcohol?

Yes, some of the individual chocolates in the assortments contain alcohol. Please refer to the menu card and dietary info on the product pages.

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Contact us

What is your phone number?

From the UK you can call us free on 0800 027 3387, calls from a mobile may be charged. From outside the UK dial +44 1623 729987. Phone lines are open 08:30 to 18:00 GMT/BST Monday to Friday and 08:30 to 12:30 GMT/BST on Saturday. We are closed on Sunday and bank holidays.

What is your email address?

Our email address is chocs@mokochocolates.co.uk

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What is your fax number?

You can send us a fax on 01623 758704.

What is your address?

You can write to us at; Moko HQ, Unit 19 Hazelford Way, Newstead Village, Nottingham, NG15 0DQ
To view a map of our location click here.

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Delivery Information

How are Moko Chocolates delivered?

All items are delivered by Royal mail 1st class post as standard. Courier delivery, guaranteed to arrive on the day of your choice can be added for an additional £5.50. Courier items are sent by FedEx except for deliveries to Northern Ireland, Channel Islands and the Scottish Highlands that will be delivered by Royal Mail Special Delivery.

How much does delivery cost?

All prices on the site include free UK delivery by Royal Mail 1st class post. Courier delivery guaranteed to arrive on the day of your choice can be added for an additional fee of £5.50.

How long does delivery take?

Chocolates sent by Royal Mail 1st class post take 1-2 working days for delivery. We usually despatch two working days prior to the requested delivery date to ensure the chocolates are not delivered late. All orders placed before 4pm Monday to Friday and 11am Saturday can be despatched same day.

Chocolates sent using the optional courier service are delivered on the next working day if ordered before 4pm Monday to Friday and before 11am Saturday.

Where do you deliver to?

We can deliver to any postal address in the UK including all of England, Wales, Scotland, Northern Ireland, Channel Islands, Isle of Man, Orkney, Shetland and all of the Scottish Highlands and Islands.

We do not deliver to PO Boxes, Freepost or BFPO addresses.

We do not deliver to Europe (Inc. Dublin and Republic of Ireland).

What days can you deliver on?

We can deliver on any day except Sunday. We are unable to deliver on bank holidays or the day immediately after a bank holiday.

What time does delivery take place?

Chocolates sent by Royal Mail 1st class post or courier can be delivered any time between 8am and 5pm Monday to Friday and up to 1pm Saturday.

Can delivery be tracked?

Chocolates sent by Royal Mail 1st class post cannot be tracked unfortunately. Items send by Courier can be tracked and we will send the tracking details by email when the chocolates have been despatched.

Can I order for delivery in advance?

Yes, you can order for any available date in the future. Advance orders will be stored in our system until the required date.

Can you deliver to hospitals or business addresses?

Yes, but delivery will made to the main reception or mailing room for internal distribution.

Can I include delivery instructions?

Yes, during the checkout process you can enter delivery instructions. We will do everything possible to ensure these are adhered to but we are unable to offer a guarantee unfortunately.

What if the recipient is away at the time of delivery?

Our selection boxes have been designed to fit through the majority of UK letterboxes. For our larger products or in cases where the item will not fit through the letterbox and the recipient is not at home, then a card will be left with details of how the item can be collected or redelivered.

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Customer Services

I would like to make a complaint

We take great care to ensure all chocolates leave us in peak condition. If you are in any way disappointed with our service please contact our customer services by telephone on 0800 027 3387 or email us at chocs@mokochocolates.co.uk. We aim to respond to all customer service enquiries within one working day and resolve all complaints within three working days.

Can you remove me from your mailing list?

To be removed from our email mailing list please visit www.mokochocolates.co.uk/unsubscribe.php or email chocs@mokochocolates with your request, including your email address or you can use the 'unsubscribe' option at the bottom of the email you have received.

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Corporate Services

Do you have an affiliate scheme?

Yes we do, we use an affiliate network, Affiliate Window to handle our affiliate scheme. We offer a commission rate of 8% with a 30 day cookie. For more information, please click here or visit www.affiliatewindow.com

Do you offer business/corporate accounts?

Yes we do, we offer a variety of different services for businesses and other organisations - ranging from Employee/Member Discounts to Customer Apology Schemes. For more information please visit www.mokochocolates.co.uk/corporate_chocolates.php and fill in the contact form, email corporate@mokochocolates.co.uk or call us free on 0800 027 3387.

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Payment Details

Which cards do you accept?

We can accept most credit/debit cards from around the world including Visa, Visa Debit, Mastercard, Mastercard Debit, Visa Electron, Delta, Visa purchasing, Solo, Switch/Maestro and JCB.

Can I pay with PayPal?

No, we do not accept payment by PayPal at the moment unfortunately.

I have a foreign card, can I still order?

Yes, you can order online with most credit/debit cards from around the world. All payments will be in UK pounds sterling and converted to your own currency at a rate set by the bank that issued your card.

Is the payment secure?

Yes, we use Sagepay, part of the Bank of Scotland group. Sagepay are one of the world's leading online payment service providers. All payments will be encrypted to the maximum strength supported by the user's browser using 128bit SSL. For more information, please visit the Sagepay website at www.sagepay.com.

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Ordering

Can I choose a delivery date?

Yes, you can order online for any date in advance. In the checkout you will reach a calendar of available delivery dates. Advance orders will be stored in our computer system until the required despatch date.

Can I order from overseas?

Yes, you can order online with most credit/debit cards from around the world. All payments will be in UK pounds sterling and converted to your own currency at a rate set by the bank that issued your card.

Do I have to create an account with you?

No, we have a 'Just Checkout' service where you can place an order without registering with us. If you wish to store delivery addresses and view your order history then you will need to create an account with us.

Has my order gone through?

If your order is successful you should be given an order number and receive an automated email from Bunches to confirm the order details.

How do I cancel or amend my order?

Please contact us as soon as possible if you wish to cancel or amend an order. You cannot do this online unfortunately.

I have a promotional code, how do I use it?

First, choose the item you would like to send and click 'Add to Basket', after selecting any extras you will reach the basket page, enter the code in the promotion code box and click 'Apply Promo Code'. The page should reload with discount/offer shown in the basket.

Can I use more than one promotional code?

No, you are only permitted to use one promotional code per order.

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Message cards

Can I include a message?

Yes, all orders include a personal message. This can be entered at the checkout. Please remember to include your own name on the message, as this will not be automatically included. You can view a preview of your message before submitting your order.

Where will the message be located?

The message will be included in the box with your box of chocolates. If you have ordered a gift card as an extra with your order, then the message will be included in the card.

Will my message by anonymous?

The only information sent with the gift is the personal message card. We do not pass on any other details at all and do not send out an invoice or receipt, just the email confirmation. We are bound by the Data Protection Act not to reveal your personal details.

How long can my message be?

The message card has a limit of 7 lines, each consisting of 30 characters, with a total limit of 200 characters.

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Moko Stars

What are Moko Stars?

Moko Stars is a points reward scheme from Moko Chocolates. Every time you order you collect Moko Stars which can be used to receive money off your next order with us.

How do I collect Moko Stars?

You collect Moko Stars on every order you place at Moko Chocolates. You need to be a registered customer and the stars are automatically credited to your account.

Moko Chocolates is entitled to cancel Moko Stars awarded if an order is cancelled or returned to us.

How much are my Moko Stars worth?

You collect 1 Moko Star for every 10p spent. If you purchase the 30 milk chocolate selection for £19.99 you will earn 200 Moko Stars. So, that means you'll get a nice round pound to use as part payment on your next order... or you can save them up for bigger discounts on future purchases!

How do I redeem my Moko Stars?

If you have Moko Stars in your account, you can claim them at the checkout, on the final order summary page before the payment. You can use them as part or full payment on your order. If you have enough points you can send a box of chocolates using just Moko Stars as payment!

Moko Stars can only be used at Mokochocolates.co.uk for money off your next order, they cannot be used at any other website. They cannot be exchanged for cash, or any other item and Moko Stars are not transferable.

How can I check my Moko Stars balance?

You can check your Moko Stars balance at any time by logging into your account and clicking on 'Your Order History'. The total number of points will be shown at the top of the page. Your point balance will also be displayed at the checkout when you place an order.

Do I have to register to claim Moko Stars?

In order to claim and save Moko Stars you need to be a registered customer. The points that you accumulate will be stored in your account for you to save money on your future orders.

We also offer a 'Just Checkout' function for customers who wish to place an order without registering, but you will not receive any Moko Stars when placing orders this way.

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