Frequently Asked Questions
Registering & Placing Orders
How do I view wholesale prices? In order to view our wholesale prices, please register with us. Once you are registered you can easily view prices when you are logged in.
How do I register with you? You can easily register with us by clicking on the new user account icon which can be found at the top right-hand corner of the homepage. Please then complete the simple form to create an account. We will never share your details with any third parties.
How do I place an order? Once you have registered, please click on the sign in icon which can be found at the top right-hand corner of the homepage. You can then add items to your basket. The shopping basket icon will show the value of items in your basket and you can view your basket by clicking on this icon. If you are having any difficulties placing an order, please email us at email@example.com. During busy periods we may find it difficult to answer the phone, so please leave a message and we will get back to you as soon as we can.
How much do I need to order? There is a minimum order value of £75.00 (excluding vat) and also a minimum spend of £125.00* (excluding vat) to qualify for FREE delivery. Most of our products have a minimum order amount of 6. Our loose truffles are sold in multiples of 12. *PLEASE NOTE this does not apply to delivery addresses in the Scottish Highlands, Islands and Northern Ireland.
You have sent me the wrong item. What should I do? Please inform us as soon as possible if this happens and we will send the correct item out to you. 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 within 2 working days of your order being received 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.
How can I pay for my order? We accept payment by credit/debit card online, using SagePay.
Do you accept payment over the phone? Unfortunately, we are unable to accept payments over the phone at this time.
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? New accounts will initially be opened on a Proforma basis (payment in advance). We operate on a Proforma basis for the first 3 months or 3 orders (which ever is longest), after which a credit account can be applied for. We will send a credit application form on request. Once a completed credit application and trade reference have been received and approved, a credit account may be opened. We reserve the right to withdraw your credit account at any time.
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 can be viewed when you are logged onto your account.
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 or another courier.
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)
Mainland UK deliveries on orders over £125.00 (excluding VAT)
Scottish Highlands, Isle of Wight & Northern Island on orders under £150.00 (excluding VAT)
Scottish Highlands, Isle of Wight & Northern Island on orders over £150.00 (excluding VAT)
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: 22 Alan Farnaby Way, Sheriff Hutton Industrial Park, Sheriff Hutton, York, YO60 6PG. Please add a note to your order to advise when you would like to collect so that we can have this ready for you.
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 90g bars and 45g 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.
Still have a question
If you have any questions, you can also contact us by completing the form below: