How can I pay for the goods?

We accept all major card types. We use Paypal and Stripe to process payments, a PCI certified providers, guaranteeing the highest level of security. Our website is accessible via secure HTTPS protocol, ensuring all information you submit is encrypted.

What delivery options are available?

Our standard delivery option in the UK and EU is free. We also offer a premium courier service if you would like a guaranteed delivery within three workings days. 

  • STANDARD– five to seven workings days, free of charge
  • EXPRESS (£5)- two to three working days for any orders received by 1pm.

All our deliveries are insured. Express deliveries will require a signature on collection. Please ensure that you check the packaging for any damage when accepting it.

All items are shipped from our warehouse in the UK.

Where are your offices located?

We have offices in the UK and Thailand.  Our warehouse for the UK and Europe is located just outside London. Our address can be found on the ‘Get In Touch’ page

How can I return the goods?

Our returns policy gives you fourteen days from the day you have received the goods to send them back to us. We will provide return instructions in the parcel. We strongly recommend a signed for delivery as we cannot be held responsible for lost packages. We will process a refund or send out a replacement item immediately upon receipt of the return. Please ensure the goods are returned in the same condition as you received them in, and in the original packaging. We cannot accept items that have been damaged and it has not been recorded when accepting the delivery, or show sign of wear and tear.

If you would like to replace the item or exchange for another product please advise us using ‘Get In Touch’ page or send us an email: sales@hotchocolate.me.

How can I contact you?

The easiest method of contacting us via ‘Get In Touch’ page, you can find a link to the page in the main menu visible on the left. You can also send us an email to sales@hotchocolate.me. We will aim to respond to your message within 48 hours.

Can I wash your facemasks?

For more information about our facemasks and how to look after them please visit this page