FAQ

 

ONLINE SHOPPING AND SHIPPING

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 9354 0720.

HOW CAN I TRACK MY ORDER?

Once your order has been dispatched you will receive a confirmation e-mail with shipping details including an estimated delivery date, and your parcel tracking number. This e-mail will also include a link for you to keep an eye on your chocolate delivery.

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

We are happy to change or amend your order if the request is received before the order has been packed. We usually process orders within 1-2 business days so please call our Customer Service team on +61 3 9354 0720 from Monday to Friday 9am – 5pm AEST or send us your details here. You will need to pay for any price difference for the additional items. We will need to collect this payment via credit card over the phone.

 

WHERE DO YOU DELIVER?

We currently deliver our chocolates across Australia.   

 

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

 

Ship To

Delivery Cost

Delivery Timing

Domestic orders over $100  FREE

Express Post (excludes same day delivery)

Melbourne Metro

$25

Same Day, for orders placed before 12pm AEST*

Metropolitan areas (Melbourne, Sydney, Brisbane and Adelaide)

 $15

 1-2 business days

VIC Regional

$15

1-2 business days

NSW Regional

$15

2-3 business days

QLD Regional

$15

2-3 business days

NT $15 3-4 business days

SA Regional

$15

3-4 business days

WA

$15

3-4 business days

TAS

$15

2-3 business days

Please note that while 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. We do not ship on Fridays (with the exception of same day delivery), Saturdays, Sundays or 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.

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

All orders shipped to regional areas, are sent via Australia Post eParcel service. 

 

CAN I ORDER MY CHOCOLATE ONLINE AND COLLECT IN STORE?

Currently our online orders are only available for delivery via our shipping partners, you are not able to collect an online order in store.

You can however place an order via phone with one of our stores directly, and pick up your order from that store. We do not accept credit card payment over the phone, therefore you will need to pay for your order upon collection.

 

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 9354 0720 from Monday to Friday 9am – 5pm AEST or send us your details 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.

 

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 9354 0720 from Monday to Friday 9am – 5pm AEST or send us the details 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 ‘is this a gift?’ please add you personalised message in the field 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.

 

CAN I ORDER A GIFT VOUCHER ONLINE?

Absolutely. You can find our online gift vouchers here.

Please Note: Gift vouchers are only redeemable in store, not online. 

 

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
    • Debit / Credit Card (VISA, Mastercard, American Express)
    • Union Pay
    • Apple 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 

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 $1000 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.

       

      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.

      DO YOU ACCEPT PAYPAL?

      Yes

      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.

       

      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.

       

      ARE YOUR PRODUCTS KOSHER/HALAL?

      No, currently none of our chocolate is halal 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.

       

      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 sandpipers, 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 exclusively 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