Frequently asked questions

You can pay with Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay, Shop Pay, PayPal and Klarna. The checkout shows the methods available for your order.

Payments are processed securely by PCI DSS-compliant payment providers. We do not store your full card details.

Yes. You can add chocolate from all six of our brands (COCO Chocolatier, Love Cocoa, H!P, Otherly, UP-UP and Seed & Bean) to one bag, pay once and get one delivery.

Yes. Prices are in pounds sterling (£) and include VAT where it applies.

You get an order confirmation email when you place your order. We accept your order when we dispatch it.

Sometimes we have to cancel an order, for example when a product is no longer available or the payment cannot be authorised. If we have already taken payment, we refund it to your original payment method.

Yes. Enter your code at checkout. Unless the offer says otherwise:

• you can use one promotion per order;
• codes have no cash value;
• a minimum spend may apply; and
• some offers exclude delivery charges or selected products.

We currently deliver to addresses in the United Kingdom only.

• Standard delivery (Royal Mail 48, with delivery confirmation): £4.50, or free on orders of £35 and over.
• Express delivery (Royal Mail 24, with delivery confirmation): £5.95.

The checkout shows all the options and prices for your order before you pay.

We dispatch orders Monday to Friday, except UK bank holidays. Orders placed after our daily cut-off time, at the weekend or on a bank holiday are normally processed on the next working day.

If your order includes a pre-order item, we normally send the whole order together when all items are available.

Royal Mail aims to deliver standard orders within 2 to 3 working days after dispatch, and express orders within 1 to 2 working days after dispatch.

These times are estimates. Delivery can take longer at busy times, in bad weather or extreme heat, or during strikes.

When we dispatch your order, we email you a tracking or delivery confirmation reference. If you have an account, you can also see it in your order history.

If your order has not arrived a reasonable time after the estimated delivery date, email us at hello@madeuncommon.co with your order number. We will investigate with the carrier.

The carrier may leave your parcel in a safe place, with a neighbour or at a local collection point, and will normally leave a card or send a message that tells you how to collect it or arrange redelivery. If a parcel is not collected in time, it comes back to us.

Please check that your delivery address is complete and correct. We cannot be responsible for delays or lost parcels caused by an incorrect address.

Chocolate is sensitive to heat. In hot weather we may hold your order for a short time, or choose a different delivery method, so that it arrives in the best condition. If there is a long delay, we will tell you where we can.

When your order arrives, keep your chocolate in a cool, dry place away from direct sunlight.

Yes, if you and the person who receives the order are 18 or over. We deliver products that contain alcohol to a home or business address only, not to a public place. The carrier may ask for proof of age.

Yes. Enter the recipient's address as the delivery address. We do not put prices or billing details in the parcel.

Where the checkout offers a gift message, we include your message with the order where we reasonably can.

Yes. We can send gifts from all six brands, with your branding, to one address or to many. See Corporate gifting.

For food safety and hygiene reasons, we cannot normally accept returns of chocolate, other food and drink, products with a short shelf life, opened sealed products or personalised products, unless they are faulty, damaged or incorrect.

If you are not sure whether you can return a product, contact us before you order. This does not affect your statutory rights.

Email us at hello@madeuncommon.co as soon as you can, and if possible within 7 days of delivery. Please include:

• your order number;
• a description of the problem; and
• photos of the damage or of the wrong items.

We will put it right with a replacement, a refund or another suitable remedy, in line with your statutory rights.

Please contact us at hello@madeuncommon.co before you send anything back. The return address and procedure can be different for each product and brand. Tell us your order number, your name, the email address you used for the order and the reason for the return, with photos if relevant.

We will send you return instructions. Products returned without contacting us first can take longer to process.

We normally refund to the payment method you used for the order. The time it takes to reach your account depends on your payment provider. In some cases we wait until we receive the returned product, or proof that you have sent it.

If a product is faulty, damaged or incorrect, we pay reasonable return postage costs. For other returns, you pay the postage.

We recommend a tracked service or proof of postage. We cannot be responsible for returns that are lost or damaged before they reach us.

Many of our products contain, or are made in places that handle, allergens such as milk, tree nuts, peanuts, soya, cereals containing gluten and sesame.

Always read the ingredients and allergen information on the packaging before you eat a product. The packaging has the most up-to-date information. If you need more details before you order, email us at hello@madeuncommon.co.

Yes. See our vegan chocolate. Always check the ingredients and allergen information on the packaging.

Keep it in a cool, dry place, away from direct sunlight and strong smells.

Click the unsubscribe link in any marketing email, change your preferences in your account, reply STOP to our text messages, or contact us. Your preferences apply to all our brands.

You will still get emails about your orders, deliveries and returns.

Under UK data protection law, you can ask to see, correct or delete the personal information we hold about you, and you can object to direct marketing at any time. You can also complain to the Information Commissioner's Office (ICO).

To make a request, email hello@madeuncommon.co. Our Privacy Policy gives the full details, including how we use cookies.

Open Cookie preferences to choose which cookies we may use. Essential cookies are always on, because the website needs them to work. You can turn the others (for preferences, analytics and marketing) on or off at any time.

You can also use the Cookie Preferences link at the bottom of every page. Our Privacy Policy explains how we use cookies.

You buy from Made Uncommon Limited, the company that owns COCO Chocolatier, Love Cocoa, H!P, Otherly, UP-UP and Seed & Bean.

Company number 09599097 (England and Wales). VAT number GB 218 9623 84. Registered office: 20-22 Wenlock Road, London N1 7GU. Customer services and returns: Port Edgar Marina, Shore Road, South Queensferry EH30 9SQ.

Email hello@madeuncommon.co or use our contact form. We aim to reply within two working days. Our customer services team works Monday to Friday, except UK bank holidays.

Yes. See Wholesale for trade orders and Private label for chocolate made with your own brand.