About the Subscription Service
How much is the monthly subscription and how does it work?
We are currently offering a price of £18.95 a month which includes UK postage and packaging. This subscription works as a direct debit, so each month this amount will be taken automatically from your card and a delicious box of chocolate delivered straight to your door in exchange. We’ve also designed the boxes to fit through any standard-sized letter box which means that you don’t have to be at home to receive the delivery – just kick back and enjoy at your own convenience!
Please note that once subscribed, unless you write in and tell us you want to cancel (see below how) the direct debits will continue and chocolate will be delivered indefinitely.
Can I buy a quarterly subscription?
In response to customer feedback we have now phased out the quarterly subscription option so our subscription is now on a pay monthly basis only (apart from gift subscriptions, see below). This monthly box allows much more flexibility if you ever need to change your address, chocolate preference or need to skip a month.
Can I “gift” a subscription?
Yes! You can gift subscriptions of either 3, 6 or 12 months. You can do this two ways:
- A Digital Gift Certificate (3, 6 or 12 months): once you purchase this, you will be sent an email with the gift certificate, special code and instructions on how the recipient can activate their subscription. The benefit of this option is that the recipient can choose their box preference themselves and start their subscription when best suits them!
Note: the recipient will not receive chocolate until they have set up their account with us, otherwise we will not know their address or chocolate preference. If they are outside of the UK, they will have to pay a little bit extra for shipping.
- A Gift Subscription (3, 6 or 12 months): You can send boxes directly to the recipient by entering their address and chocolate preference at checkout. For this you can also set a dispatch date.
Note: this dispatch date is the date when your order gets translated from our website to our warehouse it does not necessarily mean that the order will get shipped that day, but rather the next working day so please allow time for this.)
How much is postage and packaging for subscription boxes?
It’s free standard shipping for all our UK subscription boxes. We charge a small fee for deliveries outside of the UK. For gift subscriptions you will be charged the full amount up front.
What will I get in my subscription box?
All our subscription boxes contain four bars of superb artisan chocolate. For the four main bars there will also be tasting notes describing both the chocolate and its maker. Even more detail can be found on our website. To make our subscription even better we also never repeat the same bars twice; there’s so much out there, we want to make sure you taste it all at least once!
When will I get sent my box?
When you subscribe we send out your first box on the next working day (please note that working days are Monday – Friday as our office and warehouse are closed over the weekend). After that, we send all our subscription boxes out during the third full week of the month.
I cancelled my subscription but want to re-subscribe, does this mean I’ll get the same boxes as before?
We have an option to click “I have subscribed before” when re-purchasing a subscription for this very reason. You’ll find this at the bottom of the checkout page and if you tick this, we’ll make sure you get different boxes for your renewed subscription.
Is a Cocoa Runners subscription good value?
Just wait until you taste the chocolate! We think great chocolate is as different from the mainstream chocolate you see on most supermarket shelves as good wine is different from the ordinary.
For your peace of mind, we make sure that our subscription boxes are better value than buying the individual chocolate bars at normal retail prices. We are constantly checking our individual bar and gift box prices too. However, if you do find any discrepancies please email us at email@example.com
Can I get a dark only subscription?
Yes you can. Just tick the box in the checkout which says “Dark chocolate only” and we’ll take care of the rest. A word before you click the tick however … there are some fantastic milk chocolates that most people have never tried. Some of them are even 70% cocoa. We’d love to show you just how good a milk chocolate can be. If after tasting a couple you decide you only want dark chocolate in your boxes, you can always change to that option. Just let us know firstname.lastname@example.org.
Can I get a milk only subscription?
Our standard subscription offers a mix of milk and dark chocolate, but unfortunately we don’t offer a milk only option. At the moment, there are far fewer craft milk chocolate bars than there are dark, for this reason you will typically receive 3 dark bars and 1 milk in the Milk & Dark subscription. We would recommend you try the standard mixed subscription as you might well tempted by the dark side. Great dark chocolate doesn’t have that bitter, almost burnt taste that mainstream dark chocolate has. If you give it a go you might be surprised how much you love it and how quickly you find yourself enjoying 100% cocoa bars!
I’ve changed my mind! Can I swap my chocolate preference (Milk & Dark or Dark Only)?
Monthly subscribers: Yes you can! All you have to do is email email@example.com to let us know what you want to change your box preference to. We’ll then make sure that your next box is updated with the new preference (providing you let us know before the month’s payment goes through).
Current quarterly subscribers: Yes and no… we can make changes before payment for the quarter renewal has gone through but not mid-quarter. This is because the order is “locked in” to our system and we cannot currently override this feature.
Gift subscribers: Sadly not with our current system. This is because the entire order is processed upon purchase, meaning that your orders are “locked in” to the system. Make sure you double check the recipient’s preference before placing the order! If you have any queries about this, just email firstname.lastname@example.org
I don’t need more chocolate right now, can I suspend my subscription?
Yes you can (unless you are a gift subscriber). All you have to do is email us at email@example.com with the following information:
- Your full name
- The email address you signed up with
- How long you want to suspend your subscription for
Email us before the 10th of the month and we’ll then make sure your subscription is put on hold for the time required and email you to confirm the dates of the suspension. Please note that it is not possible to suspend your account indefinitely, so you must let us know when you want the break to end. We like to see it more as a subscription ‘holiday’ than a lingering goodbye…
Note: If we don’t hear from you to the contrary the subscription will start again automatically once the agreed time-period ends. Subscription payments are non-refundable so if you want to extend or shorten the ‘holiday’, just drop us an email and we can do this for you. You will not receive a notification to remind you of an upcoming renewal so please make a note of the date!
If you are a current quarterly subscriber your subscription cannot be suspended before the quarter is finished.
If you are a gift subscriber it is not possible to suspend your subscription at any point because all orders are “locked in” to our shipping schedule as soon as the order is placed.
How do I cancel my subscription?
We know that you’re going to love your monthly chocolate delivery but if you do wish to cancel your subscription for whatever reason, simply send an email to firstname.lastname@example.org. We’ll need:
- Your full name
- The email address you signed up with
- Postal address
We’d also love to know your reasons for cancelling so we can improve our service in future. Give us the instruction, and we’ll do the rest.
Cancellation notifications must be sent before the 10th of each month in order for us to process the instruction in time before the monthly renewals. If you cancel after the 10th of the month, your subscription will be cancelled as of your next payment date. It is not possible to cancel your subscription until the first box has been dispatched and received.
If you are a current quarterly subscriber this will cancel the next quarterly payment. It is not possible to cancel part way through a quarter.
If you are a gift subscriber, it is not possible to cancel at any point during the gift tasting course.
Please be aware that no email request means no cancellation and subscription payments are non-refundable.
I bought my subscription with a discount, can I cancel after receiving my first box?
If you received a discounted price on your first subscription box, we specify that you cannot cancel your subscription until after your third box. Once you’ve received your third box, you’re free to cancel anytime. (See above for further details on how to cancel a subscription)
I need to change my delivery address, how can I do this?
If you’re moving or want your boxes to be sent somewhere else, then please contact us at email@example.com and we can update your details for you. Please note that changing the address on your account page will not necessarily update the address in our system. Without email confirmation we cannot guarantee your chocolate will be sent to your new address.
For quarterly or gift subscriptions we are currently unable to update addresses at this time as the entire order is processed upon purchase, meaning that your orders are “locked in” to the system. Make sure you double check the recipient’s name and address before placing your order!
Can I buy bars from Cocoa Runners without being a subscriber?
Of course! Anyone can buy bars and all other products on our site, whether they are a subscriber or not. All customers need to create an account outlining their address and payment details but the rest, as they say, is (chocolate) history…
Can I have 2 subscriptions on one account?
Unfortunately not, you can only have one monthly subscription per account. However, you can buy any number of gift subscriptions whilst being a monthly subscriber.
What if my chocolate hasn’t arrived?
In keeping with guidelines advised by the Royal Mail, orders are only classified as “missing” after these time frames:
- Within the UK: after 2 weeks
- Europe: after 3 weeks
- Rest of the World: after 4 weeks
If your order still hasn’t arrived after this time period you can get in touch with us either by email at firstname.lastname@example.org or call 0844 692 1234.
We can confirm whether your order has been dispatched from our warehouse but customers must be aware that once orders leave our warehouse we are not responsible for tracking orders. Any delays or missing orders in transit are the responsibility of our carrier services so we ask that you also check with your local post office.
For greater peace of mind, we do provide an upgraded tracking option for all orders which customers are advised to use (this applies to all orders except the subscription services).
Further to this, we have a one box replacement policy. We understand that orders may occasionally go missing so we will issue a replacement box when this first occurs. After this first replacement box, unless there is an error on our part before the order has left our warehouse, we will not issue further replacements and we cannot refund orders. To avoid this we advise all customers to always email us when updating address details or when shipping to a new address (see above about changing address).
Please see our Delivery page for more information.
Can I return or get a refund for my box?
As per the guidance from the Office of Fair Trading, we are not able to accept order cancellations, offer refunds or allow the return of our products for any other reason due to their perishable nature. If you are unhappy with your order please contact email@example.com and we’ll get it sorted.
Is the packaging recyclable?
The cardboard we use is predominantly recycled and is 100% recyclable. We are always looking for new ways to reduce our environmental impact at Cocoa Runners. If you have any ideas, do let us know.
I have a promo code or a voucher, how do I redeem it?
Once in the checkout you will see there is a space to enter the code. Once entered, click on the “Apply” button beside it and your promotion will be applied. If you have any problems using your code please let us know.
Delivery & International
How quickly can I get my Cocoa Runners chocolate?
We provide Royal Mail Standard shipping as well as an upgraded Royal Mail Tracked or DPD option. The price and time that it takes to be delivered will vary depending on the shipping option selected and where the order is going.
At the checkout you will see the suggested time frame that your order will take to get to the destination with each option. Please note that these time frames relate to working days (Monday to Friday) and do not include weekends. They are also the suggested time frames that are advised by our carrier services and not a concrete guarantee. We do our best to get orders out on time but delays may occur and we also cannot control orders once they are in the hands of the selected carrier service.
STANDARD SHIPPING TIMINGS:
- Within the UK: 3-5 working days. However, it can take a maximum of 2 weeks.
- Within Europe: 5-7 working days. However, it can take a maximum of 3 weeks.
- Rest of the World: 10-15 working days. However, it can take a maximum of 4 weeks.
UPGRADED SHIPPING TIMINGS:
- Within the UK: 1-2 working days.
- Within Europe: 3-5 working days.
- Rest of the World: 5-10 working days.
We aim to send out all orders placed before 12.00pm (BST) the same day. Any order place after this time will be sent out the next working day (we don’t ship on weekends or bank holidays).
For greater security and traceability of orders, we always recommend that customers select the upgraded shipping option.
See Delivery page for more information.
Do I have to be at home and sign for the delivery?
Our letterbox-friendly boxes have been designed to go through 90% of UK letterboxes. Our Standard boxes are 18.3cm wide x 2.4cm thick x 29cm long. If you’re worried, you can have the chocolate delivered to your workplace instead.
Some items, such as our luxury hampers and Craft Chocolate Collection, are too big to fit through the letterbox. If you are not at home to receive the delivery, the post man will leave a card and you should be able to collect them from your local depot or post office.
What if the weather is hot?
All orders are shipped via Royal Mail and whilst we take all care to ensure that the bars keep their cool in our warehouse, we cannot accept responsibility for what happens to them in transit. We are currently unable to ship our orders chilled. If you’re lucky enough to live somewhere with a glorious summer, please bear in mind that our boxes are designed to protect bars from breaking badly, but are not designed to keep bars cool.
If you are a subscriber, you are very welcome to postpone your next delivery from Cocoa Runners until the weather cools a little. To do this, email us at firstname.lastname@example.org and we can arrange a ‘holiday’ from your subscription. If you are buying a collection of bars or individual bars, you can also set the shipment date for these at checkout for a time after the heat passes.
Do you deliver to outside of the UK?
We currently ship throughout the EU, many parts of Asia, South America, the US & Canada for a small extra fee. We can ship to other countries, but it may cost a little more. Please give us a ring on 0844 692 1234 or email us at email@example.com
How much is international delivery?
This depends on where you are and what you order. The price of delivery will be shown on the checkout page (just make sure you have selected the correct country from the dropdown menu). We recommend that you look at the price here to ensure you are happy with this before placing your order.
How do I change the credit card on my account?
In order to add a new credit card for future subscription payments, we need to process a small transaction of £0.50 for fraud prevention purposes. This will be refunded back to you the same day. To add a new card:
- Login to your Cocoa Runners account and go to cocoarunners.com/newcard and complete the checkout using your new card, ensuring that the billing address is correct for your new card.
- After you complete the checkout, go to your Cocoa Runners Account page and delete your old credit card.
What if I’ve got a problem?
You can call us on 0844 692 1234 or email us at firstname.lastname@example.org and we’ll fix it as quickly as we can.
Can I use a fake email when checking out?
No, please don’t. We use your email address to send you your receipt, which you’ll need for future tracking. Also, if there is a shipping problem we need to be able to contact you. If you’re worried about spam, we promise that you don’t need to be. We won’t sell your email or send you spam.
How can I check on my orders?
You can always view current and past orders through your account page.
Sharing the Love of Chocolate
I want to tell a friend about Cocoa Runners (so they don’t keep pinching mine!)
Tell them to sign up for a membership themselves! If they subscribe to a membership then we’ll send both you and them a FREE bar of chocolate as a thank you. If you get two friends to subscribe, we’ll send you two bars and so on.
Ingredients and Diet
I’m allergic to milk / gluten / nuts – what can I do?
Unfortunately most of the chocolate makers we work with do handle milk, nuts and some gluten based products. We’ve included a “dark only” subscription option for those who have mild lactose intolerance – but do still note that these bars may still have traces of lactose as the facilities they are made in handle milk based products. We’ve also included for each bar all the dietary information we can obtain from the manufacturers (for example, if a bar is Kosher, Vegan, etc.)
At what point does chocolate become milk chocolate?
Any chocolate with dairy in it should be classified as a milk chocolate no matter what the cocoa solids percentage. On Cocoa Runners, we feature many “dark” milk chocolates that have 50%+ cocoa solids – more than some dark chocolates. We even have a 70% milk chocolate that has no sugar at all. It’s just 70% cocoa and 30% milk. Most milk chocolates are made with dried cow’s milk, but some use sheep or goats’ milk. The type of milk can have a significant impact on the flavour of the chocolate.
What makes chocolate Kosher?
Kosher (“Kashrut” in Hebrew, etc.) means suitable and/or “pure”. The laws of “kashrut” cover what firstly what foods (and drinks) are permitted (e.g., animals which chew the cud and have a split hoof, such as cows, are permitted – but pigs are not permitted) and secondly how food (and drinks) should be prepared. Cacao / Chocolate is a “permitted” food and therefore once a rabbi (or authorised representative) has supervised the preparation of the chocolate production process, it can be certified as kosher. Examples include bars from TCHO, Askinosie, Taza and Pacari.
What role does soy play in chocolate?
Soy – specifically soy lecithin – is sometimes used as an emulsifier in chocolate. Adding minute quantities makes it easier for chocolatiers to work with the finished product. There are alternatives, such as sunflower lecithin, but many small batch chocolate makers don’t use it at all. The finished product may be a little more difficult to work with, but it’s by no means an essential ingredient.
What is raw chocolate?
Each chocolate maker tends to have their own terminology and methods, but no chocolate is truly “raw”. Although most cocoa beans are roasted before being ground and refined, some makers never let their beans go above (for example) 42C. But the physical process of grinding can result in temperatures in excess of 60C. And both fermentation and drying can also go above 50C. All cocoa is heated during the manufacturing process, so it really comes down to if the maker has decided to roast their beans beforehand and the time & temperature they choose.
Corporate and Wholesale
If you are looking for a unique corporate gift, or want to place a large order, please contact email@example.com and we will do our best to assist you.
Can I share my subscription box with my dog?
No. Please, please don’t feed your dog chocolate or leave it where your dog can get to it. Your dog will become very ill.
Can I share my subscription box with my cat?
No. As with dogs, chocolate does not agree with cats.
Can I share my subscription box with my goldfish?
If you can’t find the answer to your question here, you can click here to send us a message, call us on 0844 692 1234, email at firstname.lastname@example.org , tweet us @CocoaRunners or get in touch on Facebook.
We’ll do our best to reply to all messages with 72 working hours but we are a small company and during busy periods it can take a little longer. We are closed on weekends so if you message us then we will get back to you the beginning of the following week.