FAQs

Couverture is chocolate that only contains the natural constituents of the cocoa bean (cocoa butter and cocoa solids) together with some added sugar (unless it is 100% cocoa). It has a high cocoa butter content, which makes it flow well when making chocolates, and no added butter fats or vegetable oils.

If it is a milk chocolate, then it will contain milk and sometimes natural vanilla and/or a soya or sunflower lecithin as an emulsifier. Our Belgian chocolate contains soya lecithin; our high cocoa chocolates and vegan “milk” chocolate contain sunflower lecithins or none at all.

All our solid chocolates, i.e. bars, hot chocolates and chocolate buttons, will be fine for 6 months to a year.  Dipped fruits and nuts usually have a shelf life of around 3 months but this may vary.  Our filled chocolates are made without preservatives so usually have a shelf life of around 4 weeks.

Please allow five days from receipt of your order to delivery as we make many of our chocolates to order.  Personalised chocolates can take longer. Chocolate artwork should be ordered well in advance as some pieces can take several weeks.  If you have a specific delivery date will endeavour to meet it.  PLEASE BE AWARE THAT IN THE CURRENT CIRCUMSTANCES WE ARE UNABLE TO GUARANTEE DELIVERY DATES, BUT WE WILL DISPATCH EARLY IN ORDER TO MEET SPECIFIC DEADLINES. 

A voucher is valid for one year from the date of purchase.  However, If you purchase during government social restriction due to COVID19, we will extend it for up to a year after the lifting of restrictions to ensure you are able to use it.

Yes, you can book a Masterclass for a teenager, and if you wish an adult can stay and watch.

Yes, many of our activities can be completed at different levels depending on age and ability.  We can advise you of suitable options.  We offer family chocolate making for a mixture of adults, children and teenagers.

At our Chocolate Room we can accommodate up to ten participants.  We are sometimes able to squeeze in an extra person or two depending on the activity and ages in the group.  If you require more participants we can hold a party in your home or another venue of your choice.  Some activities require more space and therefore fewer participants at one time.  The situation may be different if social distancing is in force so please check with us.

If you live within an hour’s drive from Newmarket, we will be happy to bring a party to you.  We bring everything you require and will advise you of any preparations you will need to make.  A packing up and travel fee is charged on top of the normal party fees.  There are some activities that we are unable to offer on location, and limited party food options.

If you are too far away for us to travel to you, we also have remote party kits that allow you to enjoy one of our chocolate parties or experiences from your own home. Please contact us for more information.

We are very happy to do this for you provided the venue allows it and it is not too far away from our base.  We have often run chocolate making in houses rented for the weekend and even in an eco-lodge with no electricity!  Please enquire and we will see what we can do.

Chocolates

All our chocolates are gluten free except for the real ale truffles.

Our dark chocolates are made with dairy free ingredients but may contain traces of dairy. We have dark and “milk” vegan chocolates: sometimes our dairy free and vegan “milk” chocolate is made with cashew nuts so please ask if you need to know.  Our vegan and dark chocolates do not contain nuts (unless you have asked for a recipe using them).   Some of our Madagascan chocolates may contain traces of cashew nuts.

Some of our chocolate varieties contain soya lecithin.

If you are booking a workshop please notify us in advance of any allergies or dietary requirements and we will do our best to accommodate you.  We have chocolate manufactured in a nut free environment but we do have nuts on our premises.

If you are at all unsure about the allergy status of a product please contact us and we will double check our data sheets for you.

Cakes

We can make cakes to dairy free, egg free, gluten free and vegan recipes. 

Ice Cream

We make egg free ice cream and dairy and egg free ice cream on request.  Ice cream is for collection only.

Nuts

We do use nuts in some of our recipes and we do have peanuts on the premises so we do not guarantee a totally nut free environment.  Our milk vegan chocolate is nut based.  We keep data sheets on all our ingredients and chocolates so please ask if you require further information.

Diabetic

We do not stock traditional diabetic chocolate, however, we do have 100% cocoa dark chocolate with no added sugar, 85% single origin dark chocolate with a maximum of 15% added sugar and a 65% single origin milk chocolate with a total sugar content of 18% which includes the natural sugars in the cocoa bean. We can make truffles using these low sugar chocolates and, where necessary, fructose, agave, honey or maple syrup as sweeteners.

If it is important your order reaches you for a particular date, please let us know.  You can order in advance for a later specified delivery date and you can also order to collect from one of our regular farmers’ markets.  Please state your requirements in the comments when you order or call us to arrange this.

Chocolate Orders

Please allow up to 5 days from ordering to receipt of your order as we will make up your order freshly for you.  Orders are sent either by royal mail or courier using a signed for service.  Under normal circumstances you can pay for royal mail special delivery if you wish.  We cannot take responsibility for delays caused by the postal service, particularly during the COVID19 crisis.

If you can collect a chocolate order in person or require a local delivery (Cambridge, Ely, Newmarket, Bury St Edmunds), we can sometimes provide a same day service.

If you are ordering during warmer weather you may wish to consider having the chocolates sent to a workplace or a neighbour who will be in as it is not advisable for them to be left in the sun.  If there is  a heat wave we will contact  you to discuss delivery options or deferring your order.

Cakes and Sculptures

Celebration Cake orders are collection or delivery in person only.  These are made to order so please order in good time and inform us of any dietary requirements when ordering.  If you do have to order last minute, we can turn some cakes round the same day so do enquire as we may be able to help you.

Some smaller sculptures may be posted, but most require collection or delivery in person to avoid damage in transit.  

Wedding cakes and showpieces will be set up for you at your chosen venue, unless you choose to collect.  

Ice Cream

All ice cream orders are currently collect only unless delivery is within Newmarket.

Payments

We use PayPal as our Secure online payment processor for the online shop. All major credit cards and PayPal are accepted. A PayPal account is not required and you do not need to create one. You will be redirected to PayPal’s secure site to complete your checkout. All prices are in GBP.

If you prefer, you are able to ring and pay by card over the phone, or pay by cash or card in person.

Orders will not be dispatched until payment has cleared.

If for any reason we are not able to fulfil your order, we will let you know and offer you either a refund or alternative (if certain ingredients are not available).

Payments for parties and workshops are usually made either over the phone by card or by online banking to Artistry in Cocoa.  A party booking is not confirmed until a deposit has been received.

Cancellations and Returns

Chocolate orders.

If you wish to cancel an order, you must notify us as soon as possible after ordering and we will refund you. No cancellations can be made once chocolates have been dispatched, or bespoke orders are in progress.

If there is something wrong with the chocolates on receipt, or you receive the wrong product, please contact us immediately so we can resolve the issue. We may require you to send the chocolates back to us. Our responsibility will be limited to the cost of the chocolates and delivery, and return if necessary.  

Orders for customised chocolates, cakes or artwork cannot be cancelled for a refund once in progress so please ensure you are happy before you proceed to order.

Workshops and Parties

If you need to cancel a workshop or party booking, we will allow you to transfer the booking to another date or provide you with a voucher towards chocolates/chocolate making, but only if you notify us in advance.

Participant numbers are confirmed a week in advance of the party when the balance of payments is made and dietary requirements confirmed. No refunds will be given for participants who do not turn up on the day. It is your responsibility to check with your guests regarding any allergies and dietary requirements they may have and inform us .

If the birthday boy or girl or hen/stag is ill on the day of the party and unable to attend we will offer you the option of rescheduling the party or continuing without them (and making for them).  Please let us know, rather than just not turning up or this offer will not apply.

Deposits are not refundable.

We will not be liable for non-participation due to allergies or dietary requirements you did not inform us of in advance.

If we have to cancel a booking for any reason, we will refund your money or offer you an alternative.

Any refunds due to extraordinary circumstances are entirely at the discretion of the management.

Allergies and Dietary Requirements

We will not be liable for any allergies and dietary requirements that were not stated to us at the time of ordering or before the order has been made.  If you have a query regarding the suitability of a product or the information you require is not displayed on the website, please contact us before you order and we will find out for you.  If you have ordered a bespoke item we will ask for a way to contact you in case we have any queries.

Vouchers

Vouchers are valid for a year from date of purchase.  They are not exchangeable for cash.  They must be shown when attending the workshop.

Summary:

We use your contact information to fulfil your order and to contact you about it if necessary. We may also ask you if you would like to review your purchase.  We retain your details for a short while so that we can deal with any queries or problems you may have.  

If you book a workshop, party or masterclass we will ask you for additional information including dietary requirements and food allergies in order to keep you safe, and in the case of children’s parties and some family workshops the ages of your party so we can ensure a suitable and safe environment.

We will not share any of this information with any other business.

If you opt to join our mailing list we will use the email you supply to send you details of our latest products, live streams and any special offers we are running.  You can opt out at any time and we will remove your details.

Our online Payment Service Provider is PayPal and they will also collect certain information from you; your name, your email address, the delivery address, your phone number and your credit or debit card information. This information is then used by PayPal to process your order, and their Privacy Policy applies to their use of that information.

If you choose to telephone us to make a payment for a purchase it will be taken on a secure terminal.  We are PCI compliant.

For the full privacy policy, please click here.

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