Frequently Asked Questions

Nope! Although we started solely with our subscription (monthly discovery) boxes, we soon ventured into hosting an online shop where you can pick and choose your own bars, curating luxurious gift boxes, offering cooking and drinking chocolate, hosting craft chocolate tasting events, and wholesaling our craft chocolate bars to independent coffee and wine shops.

We currently offer a price of £28.95 a month plus P&P when subscribing to a monthly payment.

Our mixed and milk-only boxes will include milk chocolate bars that contain dairy. In our dark and 100% chocolate boxes, whilst milk (and gluten and nuts for that matter) would not be listed ingredients, on many bars there may well be TRACES of milk, gluten and nuts. This is due to chocolate makers potentially handling dairy, gluten or nuts in the same factory and, by law, need to state that there may be "traces". All bars will specify this if this is the case. However, if a chocolate maker can guarantee that there are no allergens within the bar, they will mention this on the packaging too. We do an annual audit for all our chocolate bars, where we collect data on ingredients, nutritional information, and the 14 main allergens. We try our best to keep this up to date on our website, however we understand that currently this may not be the case for many bars. As we have all this data, if you are wanting to find out about a specific bar please get in touch! We have created a box which is friendly for those who follow a gluten-free diet, if interested, please see here: https://cocoarunners.com/shop/the-gluten-free-chocolate-lovers-hamper/

When you subscribe we aim to send out your first box the next working day (Monday to Friday). After that, we send all our subscription boxes out in the third full week of the month. Depending on when you start, there might be a larger gap between your 1st and 2nd box.

If you’re not happy with any chocolate you’ve received, please get in touch with us at [email protected]. To help us resolve the issue, please include your order number, provide a description of the issue, and attach clear photos of the item(s) in question. We may require you to return the product before issuing a refund or replacement. Please do not dispose of the item unless we confirm it isn’t needed for return. If the fault is agreed, a full refund for the returned goods will be issued within 7 days. Please note, we reserve the right to refuse a refund on any product if it cannot be returned or does not meet our return conditions.

Depending on the chocolate type you've chosen, there will be different bars in your box. Our mixed boxes contain three dark bars and one milk bar (occasionally two dark and two milk), and our 100%, dark, and milk only boxes contain four bars of your chosen chocolate type - although sometimes, we'll include one white bar in our milk subscription box. For our mixed and dark only boxes, we promise never to repeat a bar. We try not to repeat bars for our 100% subscription, but there isn't the same variety of bars and the costs of 100% bars are higher, so there are times that you may receive regular repeats.

The US government has ended the $800 de minimis exemption, which previously allowed goods under this value to enter duty-free. This means that all orders shipped from the UK to the US may now be subject to import duties and taxes. You, the customer, are responsible for paying these fees, which vary depending on where the bars are made and the total value of your order. We know this isn’t ideal and are actively working on a way to collect these duties at checkout, so there are no surprises on delivery. Because duties are calculated based on the origin of each individual bar, it’s a little complicated, but we’re working on it and appreciate your patience.

The four bars in your box are always worth more than the £28.95 paid for the subscription as it will always represent a significant saving over buying the bars separately.

If you are on the monthly payment subscription, we will charge you every month around the 12th. We’ll send you a notification email to let you know that payment has been taken. We then send out your box shortly after, during the third full week of the month. These payments will not stop unless you email us at [email protected] to request a cancellation or suspension. Please be aware that subscription payments are non-refundable.

If you are a first-time subscriber the first box is sent out immediately – payment for subsequent boxes is taken on the 12th of each month and your box is sent out on the 3rd full week of the month. If you want to cancel you must notify us by emailing [email protected] by the 10th of the month. If you receive a discount on your first box you must stay with us until your 3rd box has been dispatched.

Yes! Our “Dark Chocolate Only” and “100% Only” boxes are both dairy-free.

Yes! Just select “Milk Chocolate” when building your subscription.

Yes you can. Please email us at [email protected] and let us know how long a break you want to take and we can organise a ‘holiday’ from your subscription. Please note, you must email us by the 10th of the month in order for us to prevent this month’s box from shipping. If you notify us after the 10th, we will still ship this month’s box and pause from the following month. Please note that we can’t suspend indefinitely, so you’ll need to let us know when you want the boxes to start renewing again.

If you’re moving or want your boxes to be sent somewhere else, then please contact us at [email protected] and we can update your details for you. Please note that you will need to email us before the 10th of the month to ensure that this month’s box is sent to your new address. Furthermore, changing the address on your account page will not always translate through for the subscription renewals. We request that you always email us to confirm that we have the right delivery address for you.

Yes, you can purchase a 3, 6, or 12-month gift subscription. Just choose “It’s for someone else” when building your subscription.

We also offer digital subscription vouchers, where you pay upfront for either a 3, 6 or 12-month membership of the club. You will then receive a gift certificate by email, along with instructions for how the recipient can activate their membership. To purchase a voucher, select “It’s for someone else” followed by “Email immediately as a voucher” when building your subscription.

Yes, there is an option before checkout to add in a gift message.

Yes! Please contact us at [email protected] if you would like to receive your box every other month or make any other changes.

We know that you’re going to love your monthly chocolate delivery but if you wish to cancel your subscription, simply send an email to [email protected] with your full name, the email address you signed up with, and postal address, and we’ll do the rest. We’d also love to know your reasons for cancelling so we can improve our service in future. It is not possible to cancel your subscription until the first box has been dispatched and received. Equally, if you bought the subscription with a discount on your first box, you cannot cancel until after your third box has been sent. Please be aware that 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 ask to cancel after 6:30pm on the 10th of the month, your subscription will be cancelled as of your next payment date. Please note that subscription payments are non-refundable.