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FAQ

FAQ
Products
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Need more help?
Please write to us below or email our dedicated support team directly at shop.uk@patchi.com
Can I change my order after it has been placed?

Once orders are placed, 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 authorized.

Can I return the chocolates?

We care about client satisfaction but given the nature of the product (it's perishable), we have a strict no return policy which means chocolates can’t be exchanged or returned.

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”.
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.
Who can I contact if I need assistance or have a question?
If you have any questions, comments, or concerns about your order, please feel free to contact our customer service team by phone on +97317250501 Saturday to Thursday from 10:00 am till 09:30 PM or send us an email at manama@patchi-sa.com
What do I do if I have encountered a technical problem during my purchase?

Our technical support team is on hand to help. Please email: customer-support@patchi-sa.com


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

Our technical support team is on hand to help. Please email: manama@patchi-sa.com


Do you offer same-day shipping?
At this time, we do not offer same-day shipping.
When will I receive my order?
All orders take from 24 – 48 hours to be delivered.
How can I track my order?
You can track your order by using the order tracking number you received in your order acknowledgement email. 
Log in and track your order through your account on the website.
Is there a chance my order will not be fulfilled or will not arrive on time?
At Patchi client-satisfaction means a lot to us and we strive to fulfil all orders on to always deliver as promised. In very rare instances though, the item might not be available or a Force Majeure which is out of our control occurs which delays the delivery (and hence we are not liable). If the item is not available, then you will be informed promptly so you can select another item if you so wish.
Will the chocolates arrive in excellent condition?
Quality means a lot to us at Patchi hence we transport all our orders in temperature-controlled vans.

Is your online payment system safe and secure?
We assure you that our online payment system is safe and secure. We use Secure Socket Layer (SSL) technology. The information you provide is automatically encrypted and cannot be read while transmitted over the net.

Do I have to fill in my credit card details every time I want to make a purchase?
You can register your credit card details for faster shopping. We will not have access to your credit cards details (except for the last four digits to help you to recognize which credit card is used). You can always delete your credit card details.

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.

Is my information safe and private?
We do not share your account info with any party. Patchi believes in confidentiality.

What do you use my personal account details for?
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 by contacting Customer Services: Contact us.

How can I change the option of delivery if I want to pick my order from the store myself?
You can contact the customer support and provide them with your order number so they can confirm not to be delivered to you.

How can I buy a gift and send it by the website if I was in another city than the receiver?
First step to do when entering the website is to choose the city of the receiver not your city and order as usual then leave a little note that says it is a gift at the end to inform the workers of the case.

Where can I find the new-born baby chocolate on the website?
At the moment it is not available to shop this themed chocolate from the website and only available by visiting the store.

I am newly registered on the website, and I didn’t receive an OTP to confirm my account?
There are 2 conditions of the OTP confirmation text:

1- If you are from inside KSA you will receive it by text + email (junk section).

2- If you are from outside KSA you will receive it by email (junk section) only.

What do I do if I don’t know the exact delivery location?
You can choose the nearest spot, or the center of the city and the delivery driver will call you for location confirmation.
Who can I contact if I need assistance or have a question?
If you have any questions, comments, or concerns about your order, please feel free to contact our customer service team by phone on +442031767848 Monday through Friday from 9:00 am till 5:00 pm (UK Time) or send us an email at shop.uk@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. Please email: shop.uk@patchi.com
Do you offer same-day shipping?
At this time, we do not offer same-day shipping.
When will I receive my order?
We offer two shipping methods: Standard delivery, Express delivery. Timings of each are below.

UK Standard – Your order will be shipped as soon as the parcel is ready and will reach you within 5-7 working days.

UK Express Delivery – Order by 12pm for your order to be shipped the same day and arrive within 3 - 4 working days. (Excludes weekends and Bank holidays).

Shipping days are counted based on the day the package is shipped. So, if your order needs 3 days to be delivered, it is 3 days after the day package gets picked up by the carrier service from our facilities. Some carriers may deliver Regular Shipping packages on Saturdays. We cannot guarantee Saturday delivery for Regular Shipping.

If you need Express or Overnight delivery made on a Saturday, please call our customer service as well at +44 207 176 7848 to check availability and additional charges due.

Please note that orders cannot be delivered on Sundays.

How can I track my order?
You can track your order by using the order tracking number you received in your order acknowledgement email. Log in and track your order through your account on the website.
Is there a chance my order will not be fulfilled or will not arrive on time?
At Patchi client-satisfaction means a lot to us and we strive to fulfil all orders on to always deliver as promised. In very rare instances though, the item might not be available or a Force Majeure which is out of our control occurs which delays the delivery (and hence we are not liable). If the item is not available, then you will be informed promptly so you can select another item if you so wish.
What are your delivery fees?
UK Standard Delivery

Orders made by using our Standard Delivery service will arrive within 5-7 business days to any UK business or residential address. Please note we do not currently deliver at weekends and UK bank holidays. In extreme weather conditions please allow additional time for deliveries.

Standard Delivery is charged at £ 5.95.

Express Delivery
Orders placed before 12pm on Monday, Tuesday, and Wednesday or Thursday, your order will be shipped the same day for arrival within 3-4 working days (excluding bank holidays). If you place your order after 12pm, your order will ship the next possible business day to be with you with 3-4 working days. Orders placed on a Friday before 12pm will arrive on Tuesday. Please note we do not currently deliver at weekends and UK bank holidays. Express Delivery (3-4 working days) is charged at £ 6.95.

If you need Express or Overnight delivery made on a Saturday, please call our customer service as well at +44 207 176 7848 to check availability and additional charges due.

Will the chocolates arrive in excellent condition?
Yes, all of our chocolates are fresh and sent in excellent condition.
When will my order ship?
We offer two shipping methods: Standard delivery, Express delivery. Timings of each are below.

UK Standard – Your order will be shipped as soon as the parcel is ready and will reach you within 5-7 working days.

UK Express Delivery – Order by 12pm for your order to be shipped the same day and arrive within 3 - 4 working days. (Excludes weekends and Bank holidays)

Where Are Packages Shipped From?
Packages are sent from our distribution center in London, Monday through Thursday, except for national holidays.
How We Ship Our Chocolates?
We use our local shipper provider services.
We look forward to shipping your next package of our gourmet and fine products. Meanwhile, if you need further assistance, do not hesitate to contact us.
Which countries does Patchi delivery services cover?
Patchi currently ships anywhere in the UK. Some European destinations are also available. Please do get in touch for any international orders.
Can I place an order to be shipped outside of the United Kingdom?
Due to the perishability of our product, we do not ship outside the United Kingdom. To shop at one of our International locations, please find the "Change Region" drop down at the bottom right of this web page. 
Is your online payment system safe and secure?
We assure you that our online payment system is safe and secure. We use Secure Socket Layer (SSL) technology. The information you provide is automatically encrypted and cannot be read while transmitted over the net.
Which payment methods are accepted?
Currently we are able to accept payment through PayPal.
Do I have to fill in my credit card details every time I want to make a purchase?
No, your account will be linked to your PayPal account. So no need to enter Credit Card details ever.
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.
Is my information safe and private?
We do not share your account info with any party. Patchi believes in confidentiality.

What do you use my personal account details for?
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 by contacting Customer Services.
How should I store the chocolates?
For better taste, store your chocolates in a dark place with temperature controlled between 18 and 21 degrees Celsius and humidity between 45% and 55%.
How should I store the macarons and unwrapped chocolate?
Flavours are at their best when they are kept at the bottom of the fridge (+4 C), making sure to leave them in their original packaging. Bring back to room temperature 30 minutes before serving. Our chocolates should be consumed within 10 days. Our Macaroons within 2 days of purchase.
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.

Our milk chocolate ingredients: Cocoa butter, sugar, full cream milk, cocoa mass, skimmed milk, emulsifier (soy lecithin), flavouring (vanillin)
Milk chocolate contains dried cow milk and 42% cocoa solids minimum.

Our dark chocolate ingredients: Cocoa mass, sugar, cocoa butter, emulsifier (soy lecithin), flavouring (vanillin)
Dark chocolate does not include dried cow milk and contains 70% cocoa solids minimum.
No other animal bi-product is used in the making of our chocolate.

Gianduja Cream Ingredients: hazelnut, sugar, cocoa butter, full cream milk powder, almond, skimmed milk powder, soy lecithin, flavouring (vanillin).
Nuts & Fruits: Depending on the chocolate piece variety, fillings of the chocolate pieces may include nuts (Almonds, Hazelnuts, Pistachios and Peanuts),

Dried Fruits (strawberry, orange peel, raisins).

Alcohol
Our products are classified Halal. We do not use any alcoholic ingredients in our products.

No- Added Sugar
Maltitol is used as a sweetener for our no- Added sugar variety.

Jordan Almonds (Dragees)
Our Jordan Almonds are made of fresh premium roasted nuts covered with chocolate.

Can I place an order to be shipped outside of the Bahrain?
Due to the perishability of our product, we do not ship outside the Bahrain.
Which payment methods are accepted?
Online payment can be made using Visa, MasterCard and Benefit cards. The payment will be debited from your credit card once the order is placed.
I am from outside the Bahrain how can I pay if I want to buy a gift and send it inside Bahrain?
Visa payment is acceptable from anywhere.
What are your delivery fees?
Delivery fees start from 2BD and free for orders of 30BD and above.