ABOUT OUR PRODUCTS
Hu Chocolate uses Organic cocoa butter, Organic cacao and Organic unrefined coconut sugar. Hu is purchasing ALL of its cocoa products Fair Trade.
ARE ALL OF YOUR PRODUCTS VEGAN?
All of our Dark Chocolate products are vegan, our Milk Chocolate products are made using organic grass-fed cows milk.
ARE ALL OF YOUR PRODUCTS GLUTEN FREE?
All of our chocolate products are certified Gluten Free.
IS YOUR CHOCOLATE ORGANIC?
Yes! All of our chocolate products use organic cacao. We are certified Organic by the Soil Association and EU Organic
HOW SHOULD I STORE MY CHOCOLATE?
To keep your chocolate as fresh as possible, keep it in a cool, dry place, below 24C. Keeping your chocolate in the fridge or freezer is OK (let’s be real – frozen chocolate is tasty AF) if you are only storing it for a day or two, but try to keep it in a drawer or compartment that blocks out excess moisture to avoid blooming (crystallisation and streaking).
DO YOU SELL INDIVIDUAL CHOCOLATE BARS?
We only sell packs of 4, 8 or 12 bars on our website, but you can purchase individual bars by visiting on our retail partners. To find your nearest store, email us at email@example.com
ALLERGENS & INGREDIENTS
IS THERE DAIRY CROSS CONTAMINATION WITH YOUR DARK CHOCOLATE BARS?
We do produce both our dark chocolate and our milk chocolate bars on the same molding line, and we follow rigorous cleaning protocols in between production runs of these two types of bars. However, we cannot guarantee that there is no potential for the risk of cross contamination, and, as such, we include an allergen advisory statement on our products (“may contain”). Please reference those statements on the labelling of each product prior to consumption. With the addition of our Organic Grass-Fed Milk Chocolate, our Dark Chocolate Bars are still meeting the standard of qualifications set forth by The Vegan Society to be a Vegan Certified brand.
WHAT DOES IT MEAN TO BE VEGAN CERTIFIED?
In order for our products to be certified Vegan they must meet the standard of qualifications set forth by The Vegan Society, contain no animal products or by-products and cannot be tested on animals. At Hu, we have an allergen control program in place at our manufacturing facility where allergens are controlled and monitored throughout the facility from receiving through production, storage and shipping. Although our dark and milk chocolate bars are produced on shared equipment, through rigorous allergen cleans and testing, we can ensure that our organic vegan dark chocolate bars meet these qualifications and will still remain vegan certified.
ABOUT YOUR ORDER
WHEN WILL MY ORDER SHIP?
Orders placed before 11am Monday - Friday (excluding bank holidays) will be dispatched within 24 hours. We aim to deliver all orders within 1-3 business days from the receipt of order confirmation, unless there are exceptional circumstances. Please note that during peak ordering seasons, it may take longer for your order to be processed. Keep an eye out for disclaimers on our website that let you know if certain products may not be able to ship right away.
WHAT IS YOUR SUMMER SHIPPING POLICY?
Orders placed during the summer months will be shipped in additional temperature controlled packaging and sent out on a 24 hour service (via DPD or Yodel).
In periods of extreme heat, Hu reserves the right to hold orders in our warehouse to ensure that they are not affected by extreme hot weather. You will be notified if your order is affected and will receive email confirmation once your order has been dispatched. Please get in touch directly at firstname.lastname@example.org for more information regarding your order.
WHAT IF I AM HAVING PROBLEMS TRACKING MY ORDER?
Uh oh. Sorry about that! It may take up to 24 hours for this to register your shipment status. If your tracking number has not updated after 24 hours please email us at email@example.com.
DO YOU OFFER FREE SHIPPING?
We do! All orders over £35 receive complimentary shipping.
WHAT'S YOUR RETURNS POLICY?
We don't accept returns of chocolate. If you receive an item that is incorrect or damaged in any way, please dispose of the chocolate, recycle the packaging, and get in touch so that we can fix the issue for you.
CAN I USE TWO PROMO CODES FOR ONE ORDER?
Unfortunately, no. Discount codes may not be used in combination with any other promotion (including automatic discounts on subscription purchases).
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept all major credit cards, including Visa, American Express, and MasterCard. Unfortunately we can't currently accept PayPal.
HOW CAN I UPDATE ITEMS IN MY ORDER?
We can help you with this. Send an email to firstname.lastname@example.org and we can try to amend your order (provided it has not yet shipped).
MY ORDER HAS NOT SHIPPED YET. WHAT DO I DO?
Most orders will ship within 24 hours of placing your order pre 11am Monday to Friday. However, some high demand products may take longer to ship out - please refer to additional information or disclaimers posted on individual product pages for this. Hu reserves the right to hold all orders placed during heatwaves and dispatch them once temperatures return to 21C degrees or below, please refer to our shipping policy for more information. In the event that your order is delayed, we will try and reach out to you to keep you in the loop.
I RECEIVED THE WRONG ITEMS IN MY ORDER. WHAT DO I DO?
We are humans and make mistakes from time to time, but that doesn't mean that you should go without your chocolate. Drop us an email at email@example.com and we will try and fix this for you ASAP.
WHERE DOES HU SHIP?
We currently ship to residential/commercial addresses across the UK.
WHAT IF I AM HAVING PROBLEMS TRACKING MY ORDER?
Yes, we will try and do that for you, just drop us an email at firstname.lastname@example.org.
HOW LONG WILL IT TAKE FOR MY ORDER TO GET TO ME?
Your order should arrive within two working days from placing your order.
I HAVE A DISCOUNT CODE BUT IT DOESN'T SEEM TO BE WORKING ON YOUR SITE. WHAT DO I DO?
First, make sure you're entering the code exactly. Our discount codes are case sensitive and shouldn't have any spaces in them. If you're still having trouble, drop us a message and we'll try and fix it for you.
WHEN WILL MY CREDIT CARD BE CHARGED?
Your credit card will be charged immediately after your order is placed.
WHAT CAN I DO IF MY CARD IS DECLINED?
First up, check to make sure that the billing address entered at checkout exactly matches the billing address on record at the issuing bank. For instance, if your address on record is 123 Human Ave., make sure you don't enter 123 Human Avenue at checkout. If your card is still not working, we recommend contacting your bank to resolve the issue, or trying another form of payment.
HOW CAN I CHECK THE STATUS OF MY ORDER?
Your will receive status updates on your order via email or SMS.
MY ORDER IS MISSING ITEMS. WHAT DO I DO?
Uh oh! We're sorry about that, drop us an email at email@example.com and we will look into it right away.
CAN I ADD A GIFT MESSAGE?
We don't currently offer this, but we're working on it and you'll be able to add a gift message soon.
WHAT'S THE DEAL WITH SUBSCRIPTIONS?
We offer subscription packages for our chocolate bars. Our subscriptions mean you get a steady stream of chocolate delivered to your door (that you can choose to have delivered every 4, 6 or 8 weeks), and are charged automatically once your order is shipped. You can cancel, skip or update your subscription order at any time with at least 48 hours notice before your order is set to refill. You also save 10% on all subscriptions, and never have to worry about running out of your chocolate supply again. Pretty dope. There is a minimum 2 charges on all subscriptions before cancellation.
CAN I EDIT THE SHIPPING ADDRESS FOR MY SUBSCRIPTIONS?
You can edit the shipping information by logging into your ReCharge account and updating the address associated with your order. Keep in mind that this must be done at least 48 hours before your order is set to be shipped. Any problems, let us know.
CAN I EDIT THE DELIVERY FREQUENCY FOR MY SUBSCRIPTION?
Absolutely, we'll need a heads up at least 48 hours before your order is set to be shipped. You can do this by logging into your ReCharge account and updating the delivery frequency of your order.
If you have any other questions, or just fancy a chat, drop us an email at firstname.lastname@example.org and one of our team will get back to you as soon as possible.