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FAQ

FAQ
Need more help?
Please write to us below or email our dedicated support team directly at [email protected]
How should I store the chocolates?

Ideal storage environment:

Chocolate is considered a perishable product, it is very sensitive to temperature and humidity. We advise that it is kept out of direct sunlight and stored in a cool, dark, dry place with a temperature ranging between 15 to 20°C and humidity level that is under 55%.

If the storage environment where your Patchi chocolates are being kept experience fluctuating temperatures it may result in blooming, which is the appearance of a white colouration on the surface of the chocolate. These are simply the fats in the chocolate rising to the surface. Blooming chocolate is still safe to consume, however it may slightly alter the chocolate's taste or texture.

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.

What ingredients are in your milk chocolate?
Our milk chocolate contains:Cocoa butter, sugar, full cream milk, cocoa mass, skimmed milk, emulsifier (soy lecithin), flavouring (vanillin). Please note that all our milk chocolate contains dried cow milk and42% cocoa solids minimum.

What ingredients are in your Dark chocolate?
Our dark chocolate contains:Cocoa mass, sugar, cocoa butter, emulsifier (soy lecithin), flavouring (vanillin)

What are the ingredients in your Gianduja Cream?
Hazelnut, sugar, cocoa butter, full cream milk powder, almond, skimmed milk powder, soy lecithin, flavouring (vanillin).

What Nuts & Fruits are present?
Depending on the chocolate piece variety (on the back of each box you will see an itemised ingredient list for each chocolate variety), fillings of the chocolate pieces may include nuts or traces of nuts (Almonds, Hazelnuts, Pistachios and Peanuts).

What dried Dried Fruits are present?
Strawberry, orange peel, raisins.

Do your products use Alcohol?
Our products are classified Halal. We don't use any alcoholic ingredients in our products.

Do you have a sugar free range?
Yes we do, Maltitol is used as a sweetener for our no-added sugar variety.

What are your Jordan Almonds (Dragees) made from?
Our Jordan Almonds are made with fresh premium roasted almonds covered with chocolate.

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.

How do I know my order was confirmed?

Once we receive your order, you will receive an acknowledgement email regarding placement and delivery of your order, including an order tracking number. If you do not receive this email acknowledgement, please contact us.

The order acknowledgement email does not mean the order has been processed though.

Your order will be accepted once your credit card payment is authorized.

Can I return the chocolates?

We care about client satisfaction but given the nature of the product (it's perishable), we have a strict no return policy which means chocolates can’t be exchanged or returned.

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”.
Can I add a personal message?
We offer you the possibility to add a personal message to your order if you wish. This can be done when selecting items for your order.

Once you have entered the delivery address, you will find a field at the bottom of the page where you can enter your order message.

Note: only one message can be entered per order. At the current time, it is not possible to write multiple messages, so if you wish to do so you will have to submit two or more separate orders.
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]
Do you offer same-day shipping?

Click here to find all related delivery conditions details.

When will I receive my order?

Click here to find all related delivery conditions details.

How can I track my order?
We delivery your orders in our Vans, if you wish to check the status of your order please call us on +961 71 801 937.
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.
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 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 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.

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]


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. 
Log in and track your order through your account on the website.
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?
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.

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.

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.
Latest Delivery Update
Australia Post's Express Post service has stated that delivery delays may be experienced, The COVID-19 pandemic has led to a major surge in parcel deliveries, as well as causing disruptions to their delivery network. For the latest update on Domestic delivery times click here.
When will my order be sent to me?
At Patchi Australia (Luxury Chocolate Industries) we strive to process, pack, and ship all online orders in a very prompt manner. All orders leave our warehouse Monday through Thursday.
How will my order by shipped to me?
Patchi Australia (Luxury Chocolate Industries)uses Australia Post Express service for all our deliveries. We currently only deliver to either a home or business address, we do not deliver to PO Boxes or Parcel lockers - as these are more likely to expose the chocolates to high temperatures and humidity.
Do you have an order cut off time?
Yes, for online orders to be dispatched from our warehouse on the same day orders must be made by 12pm (midday) and arrive within 3 - 4 working days. (Excludes weekends and Public holidays). If you place your order after 12pm, your order will ship the next possible business day to be with you with 3-4 working days.
Where Are Packages Shipped From?
All Packages are dispatched from our sorting facility in Waterloo, NSW, Monday through Thursday, except for weekends and Public holidays
Do you deliver to Public and Private hospitals?
For hospital deliveries please insure the patients details are correct and patient has not been discharged. Please provide name of hospital and patients full name. Some Hospitals due to COVID 19 are not allowing outside deliveries, we advise that you first check with the hospital to confirm your order can be delivered and received by the intended party, before completing your online order.
Do you allow for two or more addresses per order?
Unfortunately, our online store only allows for one address to be entered in the checkout process for any one order. If you are a corporate customer who would like to arrange for a corporate order to be sent out to your clients or staff, then please contact our customer service team on: [email protected]
How much will it cost to have my order express shipped to me
500g - $12.30
1kg - $16.20
3kg - $19.95
5kg - $26.20
This applies per order in our e-commerce store, you will see in the checkout the total weight of your order, as this is automatically calibrated when adding products to the cart.

How do you manage shipping during summer and high temperatures?
Please be aware that we do not send out any orders when temperatures are exceedingly hot, your Patchi chocolates will be held at our temperature regulated storage facility, and you will be updated on the new shipment day via the email used in your order. During warmer weather in Australia (throughout October-April) we use premium packaging materials and additional food grade gel packs to safeguard your chocolate and ensure that they arrive in premium condition.
If you have experienced an issue with your chocolate order please, we ask you to contact our Customer Care team between 9am and 5pm Monday to Friday on +61293434387.
If you prefer, please reach out to us via email, we advise that you outline the issue you are facing with a detailed response including any relevant photographs to [email protected]
Where do you deliver?
We currently ship orders in Australia 
Do you send Patchi chocolates to other countries?
We also ship to the USA, UK and to Lebanon via www.patchi.com.
Just change the location country via the dropdown menu that relates to your location or you recipients location. To other countries we will start shipping in the near future.

What do you suggest as a dairy free option?
Our Dark chocolate does not include dried cow's milk and contains a minimum of 70% cocoa solids. As our Dark chocolate is processed in the same manufacturing facility as our milk chocolate, there is a crossover with some processing equipment, we therefore cannot label this product as "dairy free". Patchi uses no other animal bi-product is used in the making of our chocolate.
Where can I find the nutritional information on each product?
On the back of each product is a detailed nutritional table and outline of ingredients and allergy warnings. The online site lists next to the description of each product the full list of ingredients used. 
Can I change my order after it has been placed?
Once orders are placed online, they cannot be changed or modified. This is because of our prompt order processing procedure.
How do I know my order was confirmed?
Once we receive your order, you will receive an acknowledgement email regarding placement and delivery of your order, including an order tracking number. If you do not receive this email acknowledgement, please contact us.The order acknowledgement email does not mean the order has been processed though. Your order will be accepted once your credit card payment is authorised.
Can I return the chocolates?
We care about client satisfaction but given the nature of the product (it's perishable) Due to strict food handling regulations, we have a strict no return policy which means chocolates are unable to be exchanged or returned.Our website has been carefully designed and set out to enhance your online shopping experience, we have included as much information as possible on each product, so please consider this when deliberating and selecting your chocolates.
Who can I contact if I need assistance or have a question?
If you have any questions, comments, or if you have experienced an issue the quality of your Patchi chocolate order please, we ask you to please contact our Customer Care team between 9am and 5pm Monday to Friday on (add number). If you prefer, please reach out to us via email, we advise that you outline the issue you are facing with a detailed response including any relevant photographs to: [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”.
Can I add a personal message?
We offer you the possibility to add a personal message to your order if you wish. This can be done when selecting the delivery options for your order.
Once you have entered the delivery address, you will find a field at the bottom of the page entitled ‘LEAVE A MESSAGE” where you can enter your message.
Note: only one message can be entered per order. At the current time, it is not possible to write multiple messages, so if you wish to do so you will have to submit two or more separate orders.

Do I have to create an account?
No, you can checkout as a Guest, however 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. If you have experienced an issue with your online order, we ask you to please contact our Customer Care team between 9am and 5pm Monday to Friday on(add number). If you prefer, please reach out to us via email, we advise that you outline the issue you are facing with a detailed response including any relevant screenshots to assist our team in responding to your concern. Please email: [email protected]
My address I want to send to is outside of Australia?
We also ship to the USA, UK, Canada, Lebanon, and to KSA via www.patchi.com.
Just change the location country via the dropdown menu that relates to either your location or you recipients location you wish to have the item. To other countries we will start shipping in the near future.

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 internet.

 
Our online store uses St. George's payment gateway which has specific Safeguards in place to fight fraud and all transactions are encrypted using an RSA key and Secure Socket Layer (SSL) encryption.Their software, systems and procedures have been assessed and certified to PCI Data Security Standards.

When purchasing from Patchi.com [Luxury Chocolate Industries Pty Ltd] does not keep transactional credit card details from any online purchases, card details are transmitted through an application programming interface. 

Card Details are hosted by SecurePay after processing.

What currency is used?
All transactions are processed in Australian dollars. Please make sure you have selected the Austrlaian Flag from the dropdown menu at the top of the page on the menu bar, or when entering patchi.com for the first time, make sure you select the Australian region from the pop up window.
Which payment methods are accepted?
Online payment can be made using Visa, 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 in your personal Patchi profile for faster shopping experience. We will not have access to your credit cards details (except for the last four digits to help you to recognise which credit card is used). You can always delete your credit card details at any time from the settings tab in your profile.
Is my information safe and private?
We do not share your account info with any party. Patchi believes in confidentiality
How do you use my personal account details?
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, we ask you to please contact our Customer Care team between 9am and 5pm Monday to Friday on (add number). If you prefer, please reach out to us via email, we advise that you outline in the subject of your email 'request to delete personal account information' to assist our team in responding to your privacy concern. Please email: [email protected]
Do you have a privacy policy?
Yes, please read our Privacy Policy here (link to privacy policy) - If you have any complaints and or questions in relation to your privacy or please direct your communication our Privacy Officer, Luxury Chocolate Industries Pty Ltd - PO Box 57, Paddington 2021 or email [email protected]