Hopefully, the following will be able to answer any queries you may have, but if you require help with information that isn't covered here, please don't hesitate to contact us and we'll be happy to help.
How should I store my chocolate?
All chocolate should be stored somewhere cool and dry (ideally between 13 and 18 degrees centigrade). Do not store in the fridge as dampness or condensation will cause chocolate to bloom (the sugar in the surface of the chocolate crystallizes and causes a ‘blooming’ effect). This doesn't affect the taste but can affect appearance.
What is the 'Best Before' date on your chocolates?
Products flavoured with natural plant and fruit oils: We give these a 'Best Before' date of 6 months, simply because we want you to enjoy the natural flavours when they're at their best and most potent. Non-flavoured products often have longer dates.
We believe freshly made chocolate tastes better, which is why we make regular, small batches and specify shorter BBE dates, but despite having a shorter 'specified' shelf life than many large 'High Street' brands, Robins and Sons chocolate is always freshly made, and if stored in optimum conditions will remain delicious and perfectly edible for a lot longer.
Order now, dispatch later?
Get organised ahead of time (e.g. Christmas) - buy today, but have your order dispatched next month, 6 weeks, 6 months time. Orders are freshly made prior to DISPATCH, so rest assured no matter how far in advance you purchase, delicious and freshly made chocolate will always be received. Add a note to your order letting us know when you'd like your order dispatched and we'll be happy to oblige. There is NO CHARGE for this option.
PLEASE NOTE We guarantee to dispatch on the day requested, but Royal Mail First and Second Class delivery services are 'Delivery Aims' not 'guaranteed' schedules. If you require an order to ARRIVE on a specific day, please let us know and we'll be happy to arrange a quote using a 'Guaranteed Delivery' service.
If you have any queries about the current shelf life of a particular product, then please feel free to contact us.
Are your items suitable for vegetarians?
We've listed all possible ingredients that may potentially be subject to exclusion from a vegetarian diet. However, although an ingredient may be listed as 'unsuitable', the level of exclusion can vary from individual to individual so it may in fact be acceptable, therefore we always recommend checking with the potential recipient in advance.
Can I purchase your items in store?
At present, we are mainly an online business, however we are branching out and will shortly be able to provide information on a number of outlets where Robins & Sons products may be purchased.
Do you offer wholesale discount?
Yes we do, subject to a minimum order value, and the discounted rate enables all products to achieve a 30% mark up when selling at RRP. Please feel free to email sales@RobinsandSons.com for full details. *Not combinable with any seasonal promotions e.g. 3 for 2
Are you able to personalise items (write names, ages on chocolate items)?
Not at present, however we are happy to include a personalised message on a Robins and Sons gift card, free of charge.
Sending a gift - special instructions e.g. no invoice required, gift message
If you require a message to be sent on a gift card (or compliment slip for business purposes) in lieu of an invoice, simply put a message in the 'Notes for Seller' box on the cart page, drop us an email 'Sales@RobinsandSons.com' or give us a ring on 01792 202696.
Can I return my items if I change my mind?
We fully comply with the Consumer Protection Distance Selling Regulations (2000), in which consumers are entitled to a 'right to cancel', but perishable items, including chocolate, are exempt. However, we want you to be happy with your purchase, so if you are in any way dissatisfied, please get in touch and we'll do our best to ensure that the problem is resolved to your satisfaction.
My discount code is not working.
Should you have any problems using a discount code, please don't worry, feel free to go ahead and complete your purchase, add a note to your order or drop us a quick email to explain, and we'll amend your order to honour the promotion (e.g. % discount, free gift). Certain discount codes CANNOT be used in conjunction with existing promotions - please contact us at sales@RobinsandSons.com if in doubt.
What if my order arrives damaged?
All of our products are carefully packed to withstand their journey (bubble wrap, sturdy cardboard boxes and high visibility care labels) so we're confident they will arrive in perfect condition. In the event that your order does arrive damaged, please don’t worry, contact us straight away and we'll put it right for you.
What if my item does not arrive / lost in post?
Proof of postage is retained for all items, therefore in the event of a lost parcel, we will initiate a 'Lost item claim' with Royal Mail, for reimbursement on your behalf.
Although not all of our products actually contain milk, nuts and soya, all ingredients and stock are stored in the same area. Online product descriptions and ingredients labels on the back of each item provide full details of inclusions, however if you would like further specifics e.g. does the chocolate in question actually contain soya or has it just been stored in an area with products that contain soya, then please feel free to get in touch. We're happy to help with any query you have.
Lumps, bumps, and bubbles in my chocolate?
Our chocolate goodies are all handmade, in a factory they are not.
Poured and decorated lovingly by hand, and not by a bot.
Adorning front and back, lumps and bumps you may see,
But we hope you find this unique look, adds to authenticity.