FAQ

 

Covid-19 Update: WE ARE OPEN FOR BUSINESS

As an online retailer of foodstuffs we are permitted to continue trading and will do for the foreseeable future.

We have however made a few safe and socially responsible adjustments, which will hopefully help keep both our nearest and dearest safe, and the population at large. We have now self isolated as a family business, and whereas we previously dispatched 5 days a week, now only dispatch twice weekly which reduces the frequency of contact with and demand being placed upon courier services.

We have a ready supply of delicious chocolate gifts, treats and Easter Egg bars ready to be sent direct to loved ones with free gift card and personalised message (if required), so depending on when in the week your order is placed, the only effect it will have is that your order may potentially take 1 or 2 days longer to get to you. Other than that, the reliable top quality and friendly service you have always received from Robins and Sons Chocolate remains unchanged.

It's an extraordinarily bizarre and stressful time for all at the moment, so are sending our love, best wishes, and thoughts to everyone around the world.

 

 

 

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 / vegans?

Vegetarian - All ingredients that may potentially be subject to exclusion from a vegetarian diet are listed on each product page, however, our information is based on the assumption that vegetarians consume dairy. We understand this can vary from individual to individual, so if buying for a 3rd party, we recommend checking with the potential recipient in advance.

Vegan - Several of our dark chocolate products do not contain dairy (unless otherwise stated) and are therefore suitable, however vegan friendly and non-vegan friendly products are manufactured and stored on the same premises, and we appreciate the acceptance of this factor varied between individuals, so once again, if buying for a third party, we recommend checking with the recipient

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. Discount levels vary, however margins of up to a 65% are achievable on certain lines when selling at RRP. Please feel free to email sales@RobinsandSons.co.uk for full details. *Not combinable with any seasonal promotions e.g. 3 for 2. Terms and Conditions apply, please email Sales@RobinsandSons.co.uk for a copy of our wholesale catalogue.

Are you able to personalise items (write names, ages on chocolate items)?

No, but are more than 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, let us know BEFORE DISPATCH, by adding a message in the 'Notes for Seller' box on the cart page, dropping us an email 'Sales@RobinsandSons.co.uk' or giving 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 current / non-expired discount code, please don't worry, feel free to go ahead and complete your purchase, add a note to your order, drop us a quick email, or give us a ring on 01792 202696, 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 e.g. 3 for 2 - please contact us at sales@RobinsandSons.co.uk 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.

Allergy Information

Although not all of our products actually contain milk, nuts, soya or cereals containing gluten, 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.

Environmental policy

Our eventual aim is to have all packaging materials either recyclable, reusable or compostable and are working toward achieving this and at present:

Our jute gift bags, wicker hamper baskets and gift boxes are reusable, as is any included glassware e.g. mugs, mini jars. Box bases for our gift boxed bars are fully recyclable.

Wooden packaging e.g. Hot Chocolate sticks is sourced from sustainable forests - imported from Chinese Government controlled forests where a new tree is planted for every tree that is cut down.

Our cardboard postal box are recyclable, and we use 'EcoFlo' biodegradable  packing peanuts / loose fill to cushion and protect items during transit.

Plastic Bags - Many of our bars are MINIMALLY PACKED e.g. Easter Egg Bars, reducing the need for disposal of excess plastic inserts and boxes common with most High Street Easter Eggs, which although much may be recyclable, the carbon footprint arising from the collection / transport of bulky materials and emissions from recycling plants, means benefits aren't always clear cut.
Biodegradable / compostable bags are also currently unsuitable for foodstuffs, because the quantities that make them recyclable (allowing air and moisture to pass through up to 4 times faster than other plastics) is also what causes faster spoilage, so in the meantime, as we are unable to adopt a  'NO' packaging stance for food safety and hygiene purposes, we've tried to take the 'lesser of evils' approach and stick simply with LESS is MORE. 

 

 

 

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.