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FAQ

FAQ
Need more help?
Please write to us below or email our dedicated support team directly at [email protected]
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.

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.
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 +442031767848 Monday through Friday from 9:00 am till 5:00 pm (UK Time) 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?
We offer two shipping methods: Standard delivery, Express delivery. Timings of each are below.

UK Standard – Your order will be shipped as soon as the parcel is ready and will reach you within 5-7 working days.

UK Express Delivery – Order by 12pm for your order to be shipped the same day and arrive within 3 - 4 working days. (Excludes weekends and Bank holidays).

Shipping days are counted based on the day the package is shipped. So, if your order needs 3 days to be delivered, it is 3 days after the day package gets picked up by the carrier service from our facilities. Some carriers may deliver Regular Shipping packages on Saturdays. We cannot guarantee Saturday delivery for Regular Shipping.

If you need Express or Overnight delivery made on a Saturday, please call our customer service as well at +44 207 176 7848 to check availability and additional charges due.

Please note that orders cannot be delivered on Sundays.

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?
UK Standard Delivery

Orders made by using our Standard Delivery service will arrive within 5-7 business days to any UK business or residential address. Please note we do not currently deliver at weekends and UK bank holidays. In extreme weather conditions please allow additional time for deliveries.

Standard Delivery is charged at £ 5.95.

Express Delivery
Orders placed before 12pm on Monday, Tuesday, and Wednesday or Thursday, your order will be shipped the same day for arrival within 3-4 working days (excluding bank 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. Orders placed on a Friday before 12pm will arrive on Tuesday. Please note we do not currently deliver at weekends and UK bank holidays. Express Delivery (3-4 working days) is charged at £ 6.95.

If you need Express or Overnight delivery made on a Saturday, please call our customer service as well at +44 207 176 7848 to check availability and additional charges due.

Will the chocolates arrive in excellent condition?
Yes, all of our chocolates are fresh and sent in excellent condition.
When will my order ship?
We offer two shipping methods: Standard delivery, Express delivery. Timings of each are below.

UK Standard – Your order will be shipped as soon as the parcel is ready and will reach you within 5-7 working days.

UK Express Delivery – Order by 12pm for your order to be shipped the same day and arrive within 3 - 4 working days. (Excludes weekends and Bank holidays)

Where Are Packages Shipped From?
Packages are sent from our distribution center in London, Monday through Thursday, except for national holidays.
How We Ship Our Chocolates?
We use our local shipper provider services.
We look forward to shipping your next package of our gourmet and fine products. Meanwhile, if you need further assistance, do not hesitate to contact us.
Which countries does Patchi delivery services cover?
Patchi currently ships anywhere in the UK. Some European destinations are also available. Please do get in touch for any international orders.
Can I place an order to be shipped outside of the United Kingdom?
Due to the perishability of our product, we do not ship outside the United Kingdom. To shop at one of our International locations, please find the "Change Region" drop down at the bottom right of this web page. 
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?
Currently we are able to accept payment through PayPal.
Do I have to fill in my credit card details every time I want to make a purchase?
No, your account will be linked to your PayPal account. So no need to enter Credit Card details ever.
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.