FAQ - Frequently Asked Questions | Patchi Luxury Chocolate

How should I store the chocolates?

Ideal storage environment:

Chocolate is considered a perishable product, it is very sensitive to temperature and humidity. We advise that it is kept out of direct sunlight and stored in a cool, dark, dry place with temperature controlled between 18 and 21 degrees Celsius and humidity level between 45% and 55%.

If the storage environment where your Patchi chocolates are being kept experience fluctuating temperatures it may result in blooming, which is the appearance of a white colouration on the surface of the chocolate. These are simply the fats in the chocolate rising to the surface. Blooming chocolate is still safe to consume, however it may slightly alter the chocolate's taste or texture.

What allergy information is available?

The allergens that may exist in our products are: Milk, Soy Lecithin, Nuts (Hazelnuts, Pistachios, Walnuts, Almonds), Gluten from barley and wheat, Eggs, Sulphur Dioxide, Sulphites, Peanuts and Sesame.

For more details, you can check the ingredients of each box.

Does Patchi chocolate contain GMOS?

Patchi chocolate products do not contain GMOS (genetically modified organism). We only carry non-gmo products.

Which ingredients can be found in Patchi chocolate?

All our chocolate products are made with pure cocoa mass, cocoa butter, soy lecithin, and vanillin.

What ingredients are in your milk chocolate?

Our milk chocolate contains:Cocoa butter, sugar, full cream milk, cocoa mass, skimmed milk, emulsifier (soy lecithin), flavouring (vanillin). Please note that all our milk chocolate contains dried cow milk and42% cocoa solids minimum.

What ingredients are in your Dark chocolate?

Our dark chocolate contains:Cocoa mass, sugar, cocoa butter, emulsifier (soy lecithin), flavouring (vanillin)

What are the ingredients in your Gianduja Cream?

Hazelnut, sugar, cocoa butter, full cream milk powder, almond, skimmed milk powder, soy lecithin, flavouring (vanillin).

What Nuts & Fruits are present?

Depending on the chocolate piece variety (on the back of each box you will see an itemised ingredient list for each chocolate variety), fillings of the chocolate pieces may include nuts or traces of nuts (Almonds, Hazelnuts, Pistachios and Peanuts).

What dried Dried Fruits are present?

Strawberry, orange peel, raisins.

Do your products use Alcohol?

Our products are classified Halal. We don't use any alcoholic ingredients in our products.

Do you have a sugar free range?

Yes we do, Maltitol is used as a sweetener for our no-added sugar variety.

What are your Jordan Almonds (Dragees) made from?

Our Jordan Almonds are made with fresh premium roasted almonds covered with chocolate.

How do promotional codes work?

If you have received a promotional code, you can click on “Have a promo code”. Fill in the code in the field then press “Add”.

Can I add a personal message?

We offer you the possibility to add a personal message to your order if you wish. This can be done when selecting items for your order.

Once you have entered the delivery address, you will find a field at the bottom of the page where you can enter your order message.

Note: only one message can be entered per order. At the current time, it is not possible to write multiple messages, so if you wish to do so you will have to submit two or more separate orders.

Do I have to create an account?

For faster checkout, we recommend you create an account.

You will be able to pick the address and adjust your preferences.

How do I know that a payment has been confirmed?

Once your payment procedure is completed, you will receive a payment confirmation email. In the event a payment was rejected, then our team will contact you to help.

What do you suggest as a dairy free option?

Our Dark chocolate does not include dried cow's milk and contains a minimum of 70% cocoa solids. As our Dark chocolate is processed in the same manufacturing facility as our milk chocolate, there is a crossover with some processing equipment, we therefore cannot label this product as "dairy free". Patchi uses no other animal bi-product is used in the making of our chocolate.

Where can I find the nutritional information on each product?

On the back of each product is a detailed nutritional table and outline of ingredients and allergy warnings. The online site lists next to the description of each product the full list of ingredients used.

Can I change my order after it has been placed?

Once orders are placed online, they cannot be changed or modified. This is because of our prompt order processing procedure.

How do I know my order was confirmed?

Once we receive your order, you will receive an acknowledgement email regarding placement and delivery of your order, including an order tracking number. If you do not receive this email acknowledgement, please contact us.The order acknowledgement email does not mean the order has been processed though. Your order will be accepted once your credit card payment is authorised.

Can I return the chocolates?

We care about client satisfaction but given the nature of the product (it's perishable) Due to strict food handling regulations, we have a strict no return policy which means chocolates are unable to be exchanged or returned.Our website has been carefully designed and set out to enhance your online shopping experience, we have included as much information as possible on each product, so please consider this when deliberating and selecting your chocolates.

Who can I contact if I need assistance or have a question?

If you have any questions, comments, or if you have experienced an issue the quality of your Patchi chocolate order please, we ask you to please contact our Customer Care team between 9am and 5pm Monday to Friday on (add number). If you prefer, please reach out to us via email, we advise that you outline the issue you are facing with a detailed response including any relevant photographs to: operations.au@patchi.com

How do promotional codes work?

If you have received a promotional code, you can click on “Have a promo code”. Fill in the code in the field then press “Add”.

Can I add a personal message?

We offer you the possibility to add a personal message to your order if you wish. This can be done when selecting the delivery options for your order.

Once you have entered the delivery address, you will find a field at the bottom of the page entitled ‘LEAVE A MESSAGE” where you can enter your message.

Note: only one message can be entered per order. At the current time, it is not possible to write multiple messages, so if you wish to do so you will have to submit two or more separate orders.

Do I have to create an account?

No, you can checkout as a Guest, however for faster checkout, we recommend you create an account. You will be able to pick the address and adjust your preferences.

What do I do if I have encountered a technical problem during my purchase?

Our technical support team is on hand to help. If you have experienced an issue with your online order, we ask you to please contact our Customer Care team between 9am and 5pm Monday to Friday on(add number). If you prefer, please reach out to us via email, we advise that you outline the issue you are facing with a detailed response including any relevant screenshots to assist our team in responding to your concern. Please email: operations.au@patchi.com

Where we deliver in Europe?

Patchi delivers in continental Europe in the following countries: Austria, Belgium, France, Germany, Netherlands, Poland and Switzerland.

How long is the processing and delivery time?

Your order will be processed and shipped the same day if the order is placed from Monday to Friday before 12:00 pm CET (Central European Time). For orders places after 12:00 pm (CET) the order will be fulfilled the following working day (except weekends and public holidays).

Delivery may vary depending on the country. We aim to find the fastest delivery option for all your orders.

On average, delivery takes 1 to 2 days for Germany and 3 to 5 days for Austria, Belgium, France, Netherlands, Poland and Switzerland (excluding Sundays and public holidays).

Your orders are delivered by DHL for Germany and by UPS for Austria, Belgium, France, Netherlands, Poland and Switzerland.

How much is the shipping costs?

Free shipping is available starting 65€ of order value. For orders below 65€, we charge the following shipping fees:

Austria - 8€

Belgium - 8€

France - 8€

Germany - 8€

Netherlands - 8€

Poland - 8€

Switzerland - 15 CHF

Do you ship chocolates even during the summer when the weather is extremely hot?

Yes, we do. And we take measures to ensure the chocolate arrives in perfect condition. After all, chocolate is an experience worth sharing all seasons.

Didn't find an answer to your question?

Feel free to contact us via our contact form: https://patchi.com/eu/en/contact-us

Who can I contact if I need assistance or have a question?

If you have any questions, comments, or if you have experienced an issue the quality of your Patchi chocolate order please, we ask you to please contact our Customer Care team between 10am and 6pm from Monday to Friday on +33 (0)1 76 31 10 99. If you prefer, please reach out to us via email, we advise that you outline the issue you are facing with a detailed response including any relevant photographs to: customer-care@patchi.com

What do I do if I have encountered a technical problem during my purchase?

Our technical support team is on hand to help. If you have experienced an issue with your online order, we ask you to please contact our Customer Care team between 10am and 6pm from Monday to Friday on +33 (0)1 76 31 10 99. If you prefer, please reach out to us via email, we advise that you outline the issue you are facing with a detailed response including any relevant screenshots to assist our team in responding to your concern. Please email: customer-care@patchi.com"

Is my information safe and private?

We do not share your account info with any party. Patchi believes in confidentiality

How do you use my personal account details?

They are kept in our customer database in order to offer you a better service next time you want to place an order. You can edit your details at any time in the ’My Account’ section, or request for them to be deleted entirely, we ask you to please contact our Customer Care team between 10am and 6pm from Monday to Friday on +33 (0)1 76 31 10 99. If you prefer, please reach out to us via email, we advise that you outline in the subject of your email 'request to delete personal account information' to assist our team in responding to your privacy concern. Please email: customer-care@patchi.com