Frequently Asked Questions

Orders

How do I place an order? You can place your order by registering for a wholesale account or by emailing us at guppyschocolates@gmail.com or by phoning us on 01904 788150. During busy periods we may find it difficult to answer the phone. Please send us an email if you are having difficulty contacting us.

How do I register for a wholesale account? You can easily create a wholesale account by clicking on New Account located at the top of the homepage. Please provide your name, telephone number, email address, delivery address and your company name. Once an account is created, you will be able to track your order history, store address details, view any current or previous orders, making it simpler to reorder your favourite products. When visiting us again, just enter your email and password and the rest of your details will drop in automatically. We will never share your details with any third parties.

How much do I need to order? There is a minimum order value of £75.00 (+ vat) and also a minimum spend of £125.00 (+ vat) required to qualify for FREE delivery. If you want to place a smaller order, please call us on 01904 788150. Most of our products have a minimum order amount of 6. Our loose truffles are sold in multiples of 12. 

How do I view wholesale prices? You must register for an account in order to view our wholesale prices. Once registered, all you need to do to view prices is to log in.

You have sent me the wrong item. What should I do? If you have been sent the wrong item, please inform us as soon as possible and we will send the correct item back out to you and reimburse any costs you may have incurred in sending the incorrect item back to us. If the item you ordered is out of stock for any reason, we will always contact you to arrange an alternative or a partial refund.

Part of my order is missing. What should I do? An item could be missing from your order for several reasons. More often than not because an item was out of stock. In this case you should have been contacted by us and/or your invoice will be marked as being part complete. If this is the case, we will arrange to forward the missing item at a later agreed date or, you will be refunded for the item that was not in stock.

Items in my order have arrived damaged. What should I do? Every effort is made to try and ensure that your order arrives in perfect condition, however, where items have been damaged in transit, please let us know as soon as possible and we can either arrange for a replacement to be sent or a partial refund.

Queries about orders. You can sign in to your account at any time and view your current and previous orders. If you want to speak to us about an order, please email or phone us quoting your order number, which can be found on your invoice and confirmation email.

Payment

How can I pay for my order? We accept payment by credit/debit card online, using SagePay. 

Does Guppy’s Chocolates keep records of card details? No. All credit card details are automatically and securely transmitted directly to the bank through SagePay. Guppy’s Chocolates do not hold any credit card or other payment details of our customers.

Can I set up a credit account? Yes. Once you have made and paid for an initial order, you can apply to us for a credit account. Please contact us by email or phone to do this.

How will I receive an invoice? We will send an invoice with your order. Also, you will automatically be emailed an order confirmation after you finish placing your order. All orders and orders can be viewed when you are logged onto your account.

Delivery

How will Guppy’s Chocolates deliver my order? We use a national carrier to deliver goods. This service normally delivers the next working day (except weekends) after the date of despatch. If you have placed a small order, this may be sent via Royal Mail.

How soon will Guppy’s Chocolates despatch my order? We always try to despatch your order as quickly as possible. We aim to despatch orders within 2 working days, however, please allow a little longer during busy periods (Easter and Christmas). If there are any problems with your order, we will contact you.

How will I know when my order has been despatched? You will receive an email once your order has been despatched.

Does my delivery need to be signed for? Yes. Please make sure that there is someone available to receive and sign for your delivery. If no-one is available, it will be returned to the courier’s depot and a calling card will be left giving further details of what to do next. If this isn’t acted upon within 7 days, the delivery will be returned to us and a second delivery charge will need to be paid.

Do you deliver overseas? Unfortunately not. We deliver to mainland UK, the Scottish Highlands, Isle of Wight and Northern Island only.

What are your delivery charges? Delivery charges are as follows:

 

Mainland UK deliveries on orders under £125.00 (excluding VAT)

        £3.95 (excl VAT)         

Mainland UK deliveries on orders over £125.00 (excluding VAT)

FREE

Scottish Highlands, Isle of Wight & Northern Island

Call us for a quote

Can I collect my order?  Yes. Customers can come and pick up an order direct from us at our factory in York. Our address is: Unit 8 London Ebor Business Park, Millfield Lane, Nether Poppleton, York, YO26 6QY. Please add a note to your order to advise when you would like to collect so that we can have this ready for you..

General

What is the shelf life of your chocolates? This information can be found on the product details page for each individual product. Generally, most of our products have at least a 1 year shelf life, although most of our handmade chocolate truffles only have approximately an 8 week shelf life, as they are made using fresh cream.

Can I order a sample pack? Yes. We offer a sample pack to potential new customers. A small fee of £5.00 + vat is payable (postage costs are included in this price). The sample pack is a collection of some of our most popular products (they are packaged differently to our full size products), but if there are specific products that you are interested in trying, please advise us of this. If you would like a sample pack, please order one via our contact page. We will then send you our bank details for payment purposes. 

Do you have any ‘shelf-ready’ display packaging? Yes. We have ‘shelf-ready’ display packaging for our 100g bars and 50g shards. These are available free of charge with your order and can be ordered within these categories.

Do your prices include VAT? The price we show is the price excluding VAT. VAT will be shown and added at checkout.  

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