FAQs

We love talking to our customers and hearing your feedback. If you have a question about Rococo, our products, our ethics or even just chocolate in general, our Chocolate Fairies are happy to answer them. You can find the answers to our most frequently asked questions below, but if you can’t find what you’re looking for please don’t hesitate to get in touch.

Ordering Chocolates
How do I place an order online?
Are there other ways to place an order?
What payment methods do you accept?
How will my chocolates be shipped?
How do I add a gift message to my order?
Do you offer gift wrapping?

Allergies
Which of your products are suitable for nut allergy sufferers?
Which of your products are suitable for vegans?
Which of your products are suitable for gluten allergy sufferers/coeliacs?
Do you have any chocolates suitable for diabetics?

Your Account
Why can I not register for an account?
Why am I unable to log in?
How do I find my order history?
Why is my data being transferred to the United States at checkout?

About Our Products
Does anywhere near me sell Rococo Chocolates?
Should I keep my chocolate in the fridge?
Which of your products are organic?
Why are some of the artisan bars not organic?
Are your products fair trade?
Where does the chocolate come from?
What is maltitol?

 

How do I place an order online?
To place your order, first find the products you would like to purchase. You can use the search box in the top left hand corner to search by product name, flavour or feature, or use our categories and menus to find what you are looking for. Click on the product you would like to purchase, on the product page enter the quantity you would like to purchase and click add to shopping bag.
Once you have added all the items you would like to your bag, click the Shopping Bag link at the top right hand side of the page. Here you can check you order, add a message and proceed to checkout.
At checkout please enter your information as requested. To create an account, which will speed up the checkout process in the future, please clikc Log In and follow the instructions. Once you have confirmed your billing, shipping and payment details, you can place your order. You will receive an email to confirm it has been processed.

Are there other ways to place an order?
If you would prefer to place your order over the phone or have special requirements for your order, the Chocolate Fairies are happy to take your call. Contact them on 020 3691 5719, or alternatively email mailorders@rococochocolates.com

What payment methods do you accept?
You can pay online with Visa, Mastercard, American Express, Paypal or Amazon Payments. We also accept credit cards for phone orders.

How will my chocolates be shipped?
The Chocolate Fairies pack each parcel with care, using bubble wrap to protect your items and Rococo print tissue paper. We use plain brown boxes to disguise the chocolates while they’re in the post. You can find out more about our shipping on our Shipping Page.

How do I add a gift message to my order?
We can add a free handwritten gift message to any order you place. You can add this on the Shopping Bag page, which can be accessed via the link in the bar at the top of any page, or the link on the left hand side if you are already at the checkout. Simply write your message in the box under your items, and the Chocolate Fairies will write it in a Rococo card and add it to your parcel.

Do you offer gift wrapping?
Most of our items are already suitable for gifting, presented in beautiful boxes with colourful Rococo ribbons. The Chocolate Fairies add our Rococo tissue paper to every order to make each parcel as perfect as possible. If you require additional wrapping or would like to add something special, please contact the Chocolate Fairies at mailorders@rococochocolates.com or call 020 3691 5719.

Which of your products are suitable for nut allergy sufferers?
Many of our products contain at least traces of nuts as it is almost impossible to guarantee a completely nut free environment in our production facilities. The only items we can guarantee are nut free are the Grenada Chocolate Company bars, as these are produced in a nut, dairy and gluten free environment.

Which of your products are suitable for vegans?
Click here to see all our vegan products. Our dark chocolate bars are certified by the Vegan Society. Please note than not all vegan products will be suitable for dairy allergy sufferers as they may contain traces of milk.

Which of your products are suitable for gluten allergy sufferers/coeliacs?
Our artisan bars and wafers and the Grenada Chocolate Company bars are gluten free. Many of our other products do not contain gluten but there may be gluten in the production facility, therefore they cannot be classified as gluten free. Click here to see all our gluten free products.

Do you have any products suitable for diabetics?
Click here to see our low sugar chocolates. We use maltitol as a sweetener as we have found this to have the best taste. You can read more about maltitol here. Diabetics should always seek the advice of their doctor or dietician before eating chocolate.

Why can I not register for an account?
You may already have an existing account with us using the details you are providing. Please try to log in as an existing customer.

Why am I unable to log in?
You may not have an account registered with us. Please try to enter your details again in the new customer section to see if you are registered. If you used to have an account with us but are now unable to log in, this may be because we have changed the system we use to host our website. For security reasons we were unable to transfer the data from the old to the new system. Please register again to access your account, we apologise for the inconvenience.

How do I find my order history?
You can access your order history and other information stored on your account in the Account Details section. To access this, please log in and click on your name on the right hand side of the top bar. Due to technical changes and for security reasons, it is not possible to view orders placed before 1st May 2016.

Why is my data being transferred to the United States at checkout?
Our website is hosted on a platform called Shopify, a company based in and holding its data in the US. As part of EU legislation, we are obliged to inform you and gain consent for transferring your data to the US. Refusing consent will prevent any further transfer of your personal information to the US. This only applies to orders placed online.

Does anywhere near me sell Rococo Chocolates?
A selection of our chocolates are available in shops all over the country and the world. Please use our stockists map to find the closest to you. Please note, not all stockists will have our full range. If there is something specific you are looking for please contact the shop first.

Should I keep my chocolate in the fridge?
That depends on what the outside temperature and humidity are. A cool dry place is always preferable to a fridge. If room temperature is more than 25°C, it is probably advisable to put them in the fridge. Always wrap chocolate in plastic and seal carefully before refrigerating. Allow chocolate to return to room temperature before unwrapping and eating.

Which of your products are organic?
Rococo is certified by the Organic Food Federation (UK4) to produce and sell a number of organic items. These include most of the Artisan Bars and hand-made wafers.

Why are some of the artisan bars not organic?
Many of our other bars and figurines are made using a base of organic chocolate because we prefer the taste of this chocolate! However, they cannot be sold as organic because of the other ingredients - for example, the edible dyes in the figurines, and the gold leaf in the Gold, Frankincense and Myrrh bar.

Are your products fair trade?
While Rococo doesn’t hold any fair trade certification, we’re committed to ethical practices. For more information see Where Does the Chocolate Come From? below.

Where does the chocolate come from?
Rococo takes the view that the only way to be sure that we are producing a product with no hint of exploitation is to know the provenance of at least all the chocolate and confectionery that is produced in house. With this in mind we source some of our chocolate couverture from Grenada, strengthening our ties with the Caribbean island of Grenada and the Grenada Chocolate Company, which produces organic chocolate, ensures a good price for the farmers and a good wage for their labourers. In backing of our belief in above market wage for farmers and labourers, we recently jointly bought a small cocoa plantation in Grenada on behalf of the Organic Cocoa Regeneration Project, to be managed by and provide raw cocoa for the Grenada Chocolate Company. You can read more about our relationship with Grenada here. We also use chocolate coverture, both organic and non-organic, from a European manufacturer who is firmly committed to sustainable development in cocoa producing countries and condemns child trafficking and exploitative child labour. We’re pleased to take part in setting up a future for organic cocoa and organic cocoa derived employment.

What is maltitol?
Maltitol (E965) is a naturally occurring sugar, made from corn. It has 90% of the sweetness of sucrose (table sugar). It requires little or no insulin to metabolise, so is often recommended for use by diabetics. Maltitol does not promote tooth decay, and also has about half the calorific value of sucrose (2.1 Cal/g compared to 4.0 Cal/g). We think it’s the best tasting sugar substitute, so use it in all our Low Sugar products. Visit www.maltitol.com to find out more!