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FAQ

Can I change my order after it has been placed?

Once orders are placed, they cannot be changed or modified. This is because of our prompt order processing procedure.

Who can I contact if I need assistance or have a question?

If you have any questions, comments, or concerns about your order, please feel free to contact our customer service team by phone on +961 71 801 937 Monday through Saturday from 9:00 am till 5:00 pm (Beirut time) or send us an email at [email protected]

How do promotional codes work?

If you have received a promotional code, you can click on “Have a promo code”. Fill in the code in the field then press “Add”.

Do I have to create an account?

For faster checkout, we recommend you create an account.

You will be able to pick the address and adjust your preferences.

What do I do if I have encountered a technical problem during my purchase?

Our technical support team is on hand to help.

Please email: [email protected]

Who can I contact if I need assistance or have a question?

If you have any questions, comments, or concerns about your order, please feel free to contact our customer service team by phone on +966126657000 Saturday to Thursday from 10:00 am till 7:00pm or send us an email at [email protected].

What do I do if I have encountered a technical problem during my purchase?

Our technical support team is on hand to help. Please email: [email protected]

Is there a chance my order will not be fulfilled or will not arrive on time?

At Patchi client-satisfaction means a lot to us and we strive to fulfil all orders on to always deliver as promised. In very rare instances though, the item might not be available or a Force Majeure which is out of our control occurs which delays the delivery (and hence we are not liable). If the item is not available, then you will be informed promptly so you can select another item if you so wish.

What are your delivery fees?

Click here to find delivery fees.

Will the chocolates arrive in excellent condition?

Quality means a lot to us at Patchi hence we transport all our orders in temperature-controlled vans.

When will my order ship?

While ordering your Patchi product, you can indicate the date by which you would like your order received. Just fill out the field "Choose a delivery date" on the Shipping form while you checkout your order. If for some reason we cannot guarantee delivery by the requested date, we will write you to let you know of the available options. We try to process orders as soon as we receive them. Larger orders might take 1-2 days to assemble, customize, or wrap based on the product. Once an order is packaged and shipped, we will send an email confirming shipment. We ship packages Monday through Saturday.

Where are packages shipped from?

Packages are sent from our distribution center during our working days.

How we ship our chocolates?

We ship our chocolates with our temperature-controlled vans.

Which countries does Patchi delivery services cover?

Patchi currently ships anywhere in Lebanon, US, UK, Canada and KSA

We will start shipping to other countries in the near future, but this service is not available at the moment.

Do you offer same-day shipping?

At this time, we do not offer same-day shipping.

When will I receive my order?

All orders take from 24 – 48 hours to be delivered.

How can I track my order?

You can track your order by using the order tracking number you received in your order acknowledgement email.

Is there a chance my order will not be fulfilled or will not arrive on time?

What are your delivery fees?

Delivery fees start from 20 and free for orders of 200 and above.

Will the chocolates arrive in excellent condition?

Quality means a lot to us at Patchi hence we transport all our orders in temperature-controlled vans.

Can I place an order to be shipped outside of the KSA?

Due to the perishability of our product, we do not ship outside the KSA.

Is your online payment system safe and secure?

We assure you that our online payment system is safe and secure.

We use Secure Socket Layer (SSL) technology.

The information you provide is automatically encrypted and cannot be read while transmitted over the net.

Which payment methods are accepted?

Online payment can be made using Visa and Mastercard. The payment will be debited from your credit card once the order is placed.

We also offer Cash on Delivery.

Do I have to fill in my credit card details every time I want to make a purchase?

You can register your credit card details for faster shopping.

We will not have access to your credit cards details (except for the last four digits to help you to recognize which credit card is used).

You can always delete your credit card details.

How do I know that a payment has been confirmed?

Once your payment procedure is completed, you will receive a payment confirmation email. In the event a payment was rejected, then our team will contact you to help.

Is your online payment system safe and secure?

We assure you that our online payment system is safe and secure. We use Secure Socket Layer (SSL) technology. The information you provide is automatically encrypted and cannot be read while transmitted over the net.

Which payment methods are accepted?

Online payment can be made using Visa and MasterCard. The payment will be debited from your credit card once the order is placed.

Do I have to fill in my credit card details every time I want to make a purchase?

You can register your credit card details for faster shopping. We will not have access to your credit cards details (except for the last four digits to help you to recognize which credit card is used). You can always delete your credit card details.

How do I know that a payment has been confirmed?

Once your payment procedure is completed, you will receive a payment confirmation email. In the event a payment was rejected, then our team will contact you to help.

Is my information safe and private?

We do not share your account info with any party.

Patchi believes in confidentiality.

What do you use my personal account details for?

They are kept in our customer database in order to offer you a better service next time you want to place an order.

You can edit your details at any time in the ’My Account’ section, or request for them to be deleted entirely by contacting Customer Services: Contact us.

Is my information safe and private?

We do not share your account info with any party. Patchi believes in confidentiality.

What do you use my personal account details for?

They are kept in our customer database in order to offer you a better service next time you want to place an order. You can edit your details at any time in the ’My Account’ section, or request for them to be deleted entirely by contacting Customer Services: Contact us.

How can I change the option of delivery if I want to pick my order from the store myself?

You can contact the customer support and provide them with your order number so they can confirm not to be delivered to you.

How can I buy a gift and send it by the website if I was in another city than the receiver?

First step to do when entering the website is to choose the city of the receiver not your city and order as usual then leave a little note that says it is a gift at the end to inform the workers of the case.

Where can I find the new-born baby chocolate on the website?

At the moment it is not available to shop this themed chocolate from the website and only available by visiting the store.

I am newly registered on the website, and I didn’t receive an OTP to confirm my account?

There are 2 conditions of the OTP confirmation text:

1- If you are from inside KSA you will receive it by text + email (junk section).

2- If you are from outside KSA you will receive it by email (junk section) only.

What do I do if I don’t know the exact delivery location?

You can choose the nearest spot, or the center of the city and the delivery driver will call you for location confirmation.

How should I store the chocolates?

For better taste, store your chocolates in a dark place with temperature controlled between 18 and 21 degrees Celsius and humidity between 45% and 55%.

How should I store the macarons and unwrapped chocolate?

Flavours are at their best when they are kept at the bottom of the fridge (+4 C), making sure to leave them in their original packaging. Bring back to room temperature 30 minutes before serving. Our chocolates should be consumed within 10 days. Our Macaroons within 2 days of purchase.

What allergy information is available?

The allergens that may exist in our products are Milk, Soy Lecithin, Nuts (Hazelnuts, Pistachios, Walnuts, Almonds), Gluten from barley and wheat, Eggs, Sulphur Dioxide, Sulphites, Peanuts and Sesame.

For more details, you can check the ingredients of each box.

Does Patchi chocolate contain GMOS?

Patchi chocolate products do not contain GMOS (genetically modified organism).

We only carry non-gmo products.

Which ingredients can be found in Patchi chocolate?

All our chocolate products are made with pure cocoa mass, cocoa butter, soy lecithin, and vanillin.

Our milk chocolate ingredients: Cocoa butter, sugar, full cream milk, cocoa mass, skimmed milk, emulsifier (soy lecithin), flavouring (vanillin)

Milk chocolate contains dried cow milk and 42% cocoa solids minimum.

Our dark chocolate ingredients: Cocoa mass, sugar, cocoa butter, emulsifier (soy lecithin), flavouring (vanillin)

Dark chocolate does not include dried cow milk and contains 70% cocoa solids minimum.

No other animal bi-product is used in the making of our chocolate.

Gianduja Cream Ingredients: hazelnut, sugar, cocoa butter, full cream milk powder, almond, skimmed milk powder, soy lecithin, flavouring (vanillin).

Nuts & Fruits: Depending on the chocolate piece variety, fillings of the chocolate pieces may include nuts (Almonds, Hazelnuts, Pistachios and Peanuts),

Dried Fruits (strawberry, orange peel, raisins).

Alcohol

Our products are classified Halal. We do not use any alcoholic ingredients in our products.

No- Added Sugar

Maltitol is used as a sweetener for our no- Added sugar variety.

Jordan Almonds (Dragees)

Our Jordan Almonds are made of fresh premium roasted nuts covered with chocolate.

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