DELIVERY & ONLINE ORDERS

 

COVID-19 UPDATE:

During this lockdown period (May 27th - June 10th) all deliveries will be contactless. Please ensure you update your delivery instructions appropriately if necessary. 

 

    HAS MY ORDER GONE THROUGH SUCCESSFULLY?

    Once your order has been placed you will receive a confirmation email with details of your order and an order number. If you have been charged for an order but haven’t received a confirmation email, please contact us here or call +61 3 9958 7400

    HOW CAN I TRACK MY ORDER?

    Once your order has been dispatched you will receive a confirmation e-mail including a link to download your tax invoice. You will receive an SMS notification to the mobile phone number provided within 24 to 48 hours with more information on delivery. This SMS will include an estimate delivery date and a tracking link so you can keep an eye on delivery. Please Note: the SMS message will be sent to the contact number provided within shipping details. 

    CAN I ADD SOMETHING TO MY ORDER ONCE IT’S BEEN PLACED?

    We cannot amend your order once it has been placed, but we can assist you in cancelling the order so a new one can be placed. We usually process orders within 1-2 business days so please call our Customer Service team on +61 3 9958 7400 from Monday to Friday 9am – 5pm AEST or send us an e-mail here. 

    WHERE DO YOU DELIVER?

    We currently deliver our chocolates across Australia using an end to end refrigerated delivery service to ensure your chocolates arrive in perfect condition. We do not deliver to PO Boxes or Parcel Lockers. 

    Regional or remote areas may be outside our refrigerated delivery service radius and will be routed through Australia Post using Express Delivery.

    HOW MUCH DOES DELIVERY COST? AND WHEN WILL I GET MY ORDER? 

    Ship To

    Delivery Cost

    Delivery Timing

    Domestic orders over $100  FREE

    Refrigerated Shipping (VIC & NSW, QLD, SA, WA & NT).

    Excludes same day delivery

    Melbourne Metro

    $25

    Same Day, for orders placed before 12pm AEST* Monday - Friday only - excluding public holidays.

    VIC

    $15

    1-3 days from dispatch

    NSW/ACT

    $15

    2-5 days from dispatch

    QLD

    $15

    4-6 days from dispatch

    NT $15 4-6 days from dispatch

    SA

    $15

    4-6 days from dispatch

    WA

    $15

    7-9 days from dispatch

    TAS

    $15

    4-6 days from dispatch

    Please note that while most orders are ready for dispatch within 1-2 business days, depending what time and what products you order, some orders may take additional time to prepare. We do not ship on public/bank holidays. While we will do what we can to ensure your order is delivered on time, Koko Black cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, etc.

    Our delivery service delivery 7 days a week 8am - 6pm and cannot schedule or guarantee delivery on a specific date or time. Please be aware of this for business deliveries.

    *Cut off times for same day delivery orders placed on Valentine's Day, Christmas Eve and Easter Thursday is 11am. 

    WILL MY ORDER BE SHIPPED STRAIGHT AWAY?

    Yes, most orders are ready for shipping within 1-2 business days, depending what time and what products you order, some orders may take additional time to prepare.

    Read more about our delivery options above.

    CAN I ORDER MY CHOCOLATE ONLINE AND COLLECT IN STORE?

     

    We do offer a click & collect service for selected Koko Black stores (VIC - Como Centre, Town Hall / SA - Adelaide Arcade / NSW - Strand Arcade).

    The click & collect option will appear at checkout under shipping options, if the items in your cart are in stock at a click & collect location in your state. 

    Your order will be ready for collection 24 hours after placing the order. Your pick up time and location will be on your order confirmation email.

    Stores are unable to amend, refund or cancel click & collect orders. If you wish to do so please contact our online customer service team.

    *Personalised sleeves that you can add to a gift box are an online only product and cannot be collected in stores.

     

    I’VE PLACED MY ORDER BUT MY SHIPPING DETAILS ARE INCORRECT. HOW CAN I CHANGE MY DETAILS?

    We are happy to change or amend your shipping details if the request is received before your order has been packed. We usually process orders within 1-2 business day so please call our Customer Service team on +61 3 9958 7400 from Monday to Friday 9am – 5pm AEST or send us here.

     

    WHAT IF I AM NOT HOME TO RECEIVE MY ORDER?

    We recommend that you have your Koko Black chocolates delivered to a location where someone can look after them – like an office or workplace. 

    As our chocolate is temperature-sensitive, we will manage the heat exposure as much as possible, but unfortunately, we cannot take responsibility for any melting or spoilage.

    Drivers have authority to leave if there is a safe a secure place to do so.

     

    I’VE RECEIVED A WRONG ITEM/SOMETHING’S MISSING FROM MY ORDER.

    We’re sorry to hear this! Please contact our Customer Service team on +61 3 9958 7400 from Monday to Friday 9am – 5pm AEST or send us an e-mail here.

     

    CAN I RETURN AN ONLINE ORDER IN STORE?

    We cannot issue you with a refund in store for a purchase made online. Likewise, we cannot issue you with a refund online for purchase made in store.

      

    CAN I ADD A GIFT MESSAGE TO MY ORDER?

    We can add a personalised gift card to any order. At checkout under the heading ‘Add Greeting Card’ please add your personalised message in the fields provided. We will add this message to a gift card and include in your delivery.

     

    CAN I SEND A GIFT ANONYMOUSLY?

    If you would like to send your gift anonymously, make sure you don’t sign your name in your personalised message.

    Your order confirmation will be sent via e-mail, not with your chocolate, so unless you include your name in the personalised message your gift can remain anonymous.

    We do not send receipts or invoices in the box.

     

    CAN I ORDER A GIFT VOUCHER ONLINE?

    Absolutely. You can find our online gift vouchers here.

     

    PAYMENT, VOUCHERS AND DISCOUNTS 

    WHAT PAYMENT METHODS DO YOU ACCEPT IN STORE?

    Payment for an order instore can be made via the following:

      • Cash
      • Gift Voucher (1 per order)
      • Debit / Credit Card (VISA, Mastercard, American Express)
      • Union Pay
      • Apple Pay
      • Afterpay
      • Alipay
      • WeChat Pay

    WHAT PAYMENT METHODS DO YOU ACCEPT ONLINE?

    Payment for an online order can be made via the following:

        • Debit / Credit Card (Visa, Mastercard, American Express)
        • PayPal
        • Afterpay (Australia only)
        • Zip Pay
        • Alipay
        • WeChat Pay 
        • Gift Voucher

    WHAT IS AFTERPAY?

    Afterpay is a payment platform that allows you to pay for your purchases in four equal instalments, due every two weeks. All payments are interest-free and you will receive your order straight away. For additional information please view the Afterpay terms here. (https://www.afterpay.com/en-AU/terms-of-service)

    HOW DO I USE AFTERPAY?

      1. Simply select Afterpay as your payment method during checkout. You will be redirected to the Afterpay website to process your order. Available online in Australia only.
      2. Register or log into Afterpay to confirm your order.
      3. You will be redirected to the Koko Black website to receive your order confirmation.

      WHAT DO I NEED?

          1. An Australian debit or credit card
          2. To be over 18 years of age
          3. To live in Australia

        IS AFTERPAY AVAILABLE ON ALL ORDERS?

        Afterpay is only available online in Australia for orders up to $1,000. Each order is subject to Afterpay's credit assessment.

        WHAT IS ZIP PAY?

        Zip Pay is a reusable account of up to $1,000 that lets you shop now and pay later. No upfront payments and interest free always. Make as many purchases as you like up to your account limit, then set up flexible repayments to suit your lifestyle. Find out more here.

        DO YOU ACCEPT PAYPAL?

        Yes.

        WHAT IS YOUR REFUND POLICY?

        We have a 100% satisfaction guarantee. If you are not happy with your experience online or in store you should contact us here and we will work to resolve your concerns.

        Any complaint must be submitted to the store manager or the Koko Black Customer Service team for consideration within 48 hours after the transaction. The request will be reviewed as soon as possible and a response will be provided on how we propose to rectify the experience.

        All products are sold on a no return for credit basis, unless the products are received in a damaged state, are faulty, or incorrectly supplied. 

        Any decision to grant a refund will be at our discretion (subject to our legal obligations) but we will always endeavour to address any complaints to our customers satisfaction. We will process any approved refunds within 5 business days of approval.

         

         

        OUR PRODUCTS

        WHERE IS KOKO BLACK CHOCOLATE MADE?

        Originating from the finest Belgian couverture chocolate, each individual Koko Black chocolate is meticulously handcrafted in Melbourne, using premium natural ingredients.

        We are proud to be an Australian company and strive to use local ingredients in our chocolate, such as Tasmanian leatherwood honey and Australian grown nuts.

         

        WHAT DOES THE MINIMUM COCOA SOLIDS % MEAN?

        Cocoa solids are a mixture of many substances remaining after cocoa butter is extracted from cacao beans. The percentage of cocoa, along with the origin determines the taste and character of the chocolate.

         

        DOES CHOCOLATE EXPIRE? IS IT SAFE TO EAT AFTER IT’S EXPIRED?

        All of our packaged products include a best before date on the packaging. To ensure you get the full Koko Black flavour experience, we recommend enjoying them before that date. All online orders come with a guaranteed shelf life of 2 weeks from date of delivery. 

         

        NUTRITIONAL INFORMATION AND DIETARY REQUIREMENTS 

        WHERE CAN I FIND THE NUTRITION INFORMATION FOR YOUR PRODUCTS?

        Koko Black chocolates are individually handcrafted in Melbourne from the finest natural ingredients. You can find a full list of ingredients as well as specific nutritional & allergen information on our product pages under ‘product information’ on the right hand side.

        If you require further information, please feel free to contact us here.

         

        DOES KOKO BLACK HAVE ANY VEGAN FRIENDLY CHOCOLATE?

        Yes, absolutely! You can shop our vegan friendly chocolate here

        Please Note: All products are handcrafted in an environment that contains tree nuts, gluten, eggs, dairy and soybean, therefore contact with these ingredients may occur.

         

        I’M GLUTEN INTOLERANT. DO YOUR PRODUCTS CONTAIN GLUTEN?

        Great news - we have many products which don’t contain gluten as an ingredient. You can find them by selecting 'gluten friendly' from ‘filter by’ section on each chocolate collection page. 

        If you are sensitive to TRACE amounts of gluten, please understand that all of our products are handcrafted in an environment that contains gluten, tree nuts, eggs, dairy and soybean, therefore contact with these ingredients may sometimes occur. 

        You can find a full list of ingredients as well as specific nutritional & allergen information on our product pages under ‘product information’ on the right hand side.

         

        I’M DAIRY INTOLERANT. DO YOUR PRODUCTS CONTAIN DAIRY?

        Yes, most of our chocolate at Koko Black contains dairy, however we do have a selection of products that do not contain dairy as an ingredient. For a full list of chocolates without dairy as an ingredient please click on the ‘filter by’ section of each chocolate collection page, and under dietary, select 'without dairy’.

        You can find a full list of ingredients as well as specific nutritional & allergen information on our product pages under ‘product information’ on the right hand side.

        Please Note: All products are handcrafted in an environment that contains tree nuts, gluten, eggs, dairy and soybean, therefore contact with these ingredients may occur.

         

        I’M ALLERGIC TO NUTS. DO YOUR PRODUCTS CONTAIN NUTS?

        We are proud to say we are a peanut-free facility. Some of our products do contain tree nuts. Whilst other products do not contain nuts as an ingredient, all products are handcrafted in an environment that contains tree nuts, gluten, eggs, dairy and soybean, therefore contact with these ingredients may occur.

        You can find a full list of ingredients as well as specific nutritional & allergen information on our product pages under ‘product information’ on the right hand side.

        Some products are produced in an offsite facility, and those sites may use peanuts for other clients, so certain products will have a peanut warning. We do not use peanuts in any of our sites or production, this is just a safety precaution.

         

        ARE YOUR PRODUCTS HALAL?

        No, currently none of our chocolate is halal certified.

         

        ARE YOUR PRODUCTS KOSHER?

        No, currently none of our chocolate is kosher certified.

         

        DO YOU USE ARTIFICIAL COLOURS OR PRESERVATIVES IN YOUR PRODUCTS?

        Koko Black chocolates are individually handcrafted in Melbourne from the finest natural ingredients. We do not use any artificial colours or added preservatives.

         

        DO YOU USE GELATINE?

        Yes, our marshmallows contain Gelatine Powder, and some of our pralines & truffles contain Halal Gelatine.

         

        IS IT POSSIBLE FOR ALLERGENS TO BE PRESENT IN YOUR PRODUCTS?

        All products are handcrafted in an environment that contains tree nuts, gluten, eggs, dairy and soybean, therefore contact with these ingredients may occur.

        Some products are produced in an offsite facility, and those sites may use peanuts for other clients, so certain products will have a peanut warning. We do not use peanuts in any of our sites or production, this is just a safety precaution.

         

        OUR STORES

        WHERE CAN I FIND DETAILS OF KOKO BLACK STORES?

        You can view our store locations here

         

        WHAT DO YOU OFFER IN THE KOKO BLACK STORES?

        Koko Black's unique retail and lounge experience has been conceptualised and designed to allow for total immersion in to our World of Chocolate.

        Every Koko Black store has daily chocolate sampling and a passionate and friendly team to guide you through the chocolate journey. Our stores offer our full range of retail products including our All Rounds, inclusions, blocks, gift boxes and individual pralines.

        Select stores also have a Koko Black lounge, where you can enjoy our signature Belgian Hot Chocolate, or coffee made from our very own blend roasted for us by our friends at St Ali. For something more substantial, choose from a selection of sweet and savoury items from the lounge menu including our decadent chocolate desserts.

         

        WHOLESALE AND CORPORATE

        DOES KOKO BLACK SELL WHOLESALE?

        We sure do! We have a wide range of products across a variety of price points to suit all business needs, and a fully dedicated wholesale team.

        For more information please click the here, or contact our wholesale team on +61 3 9354 0720 or sales@kokoblack.com

         

        DO YOU OFFER CORPORATE DISCOUNTS?

        Whether you’re looking for a gift for your clients or staff, a conference, event or guest speaker, Koko Black has a gift for every corporate occasion.

        For more information please contact our corporate sales team on +61 3 9354 0720 or sales@kokoblack.com