Help & Contact

Please select the subject below and click for more information.

What payment methods do you accept?

We accept all major credit and debit cards, as well as PayPal

When will I be charged for my order?

Once an order has been processed and a confirmation email has been received, the amount will be taken from the account used for the purchase.

Do you accept gift vouchers?

If you have gift voucher, please enter your code provided at the checkout.

I am buying from outside the EU - Who pays the customs and import charges?

If applicable, any customs or import duties are charged once the parcel reaches its country of destination. These costs must be paid for by the recipient of the parcel. Sadly, we have no control over these charges - and cannot indicate these additional cost before your purchase, as customs policies and duties greatly vary between countries.  We recommend contacting your local customs office for further information on these additional charges before you place an order, so you are not surprised by any unexpected costs.

 

How can I check my payment has been accepted?

If you receive an order confirmation email, your payment has been accepted.

My item bought is now on sale what’s your policy on this?

Sales items will be charged accordingly. To return sales items, you must complete and attach the return form for returns or exchange.

How will my payment and personal information be protected?

We operate a strict privacy policy whereby personal and payment details of our customers will not be shared with any third party. For more details, see our privacy policy.

Do you accept gift vouchers?

Yes. If you have gift voucher, please enter your code provided at the checkout.

Can I use/redeem my Gift Card online?

Yes, simply use the code provided on your gift card at the checkout to use your voucher.

Can I use my discount code more than once?

Discount codes can only be used on a single order or item, and may not be used in conjunction with another offer.

I forgot to use my discount code. Can I get the discount refunded?

If the discount code is not entered during checkout, unfortunately we can not refund the discount

 

How do I return an item?

A returns form is attached with every delivery. To return an item, please fill out the form, and send the item with the completed form and sales receipt in a sealable bag/parcel to Chocolate Clothing, 24 Drury Lane, Solihull, B91 3BG.

How do I return faulty item?

To return a faulty item, please fill out the return form (providing more information on the reason for return) and send the item, with the form and sales receipt in a sealable bag/parcel to Chocolate Clothing, 24 Drury Lane, Solihull, B91 3BG.

Can you confirm you have received my return?

Once we receive your return, you will be sent an email with confirmation.

How long does it take to process returns?

This entirely depends on the delivery time of a return. We process returns immediately, with repayment taking up to 7 - 14 working days to be deposited in the account used for purchase.

How do I exchange a product?

Using the return form, write which item you would like to exchange and for what size. Once your item has been returned to us, we will immediately process the new order.

I have been refunded less than I was expecting?

If this is case, please contact us on 01217095044 with reference of your order and return.

Who pays for return postage and will my delivery charge be refunded?

All UK returns are free using the Royal Mail Service. For European or International Orders, you must pay the delivery costs.

You have refunded me the wrong amount.

If this is the case, please contact us on 01217095044 with references of your order and return.

International Returns

For all international returns, place your item in a sealable bag or parcel, and use the adhesive return label on the package. A returns form and sales receipt must be included within your package. Send your item using a safe and reliant courier service to ensure the package is returned to us.

Store Returns

To return an item in store, please bring your item and sales receipt to the store within 14 days for an exchange or return.

Returns Policy

Please see our return policy in full detail here.

Where does Chocolate Clothing trade from?

Chocolate Clothing main distribution unit is based at Chocolate Clothing, 50 Drury Lane, Solihull, B91 3BH

Do you have a retail store?

Yes, our flagship store is at 50 Drury Lane, Mell Square, Solihull, West Midlands. B91 3BH. It's a five minute walk from the Touchwood Shopping centre.

Do you have a catalogue?

You can sign up to receive our e-newsletter for the hottest news on our latest products.

Can I contact you over the phone?

For any enquiries, you can call our helpdesk at 01217095044

What email address should I use to contact you?

For general queries, email info@chocolateclothing.co.uk - or sales@chocolateclothing.co.uk for enquiries regarding sales or returns.

I have not received a response?

We aim to respond to all emails within 24 hours. If you have not received a response, please ensure you have emailed the correct address and resend it.

Do I need to create a Chocolate Clothing account?

Not necessarily, you have the option of proceeding to checkout as a guest

I’m new, how do I order?

Once you've chosen an item to buy and selected a size, it will be added to your shopping basket. By clicking on the basket, your order will be displayed and you will be given the option to checkout or continue shopping.

Can I place my order over the phone?

Orders may only be placed online.

In Store Pick Up - Click and Collect

At checkout, there is a delivery option for ‘In-Store Pickup’. Orders placed before 12pm will be sent to the store on the same day. Whilst orders after this time will be available for in-store collection 2 days after your order. Your sales receipt and a proof of identity will be required to retrieve your item(s). The store address is 50 Drury Lane, Mell Square, Solihull, West Midlands, UK. B91 3BH

Will I receive a confirmation email?

Yes, all orders processed online will receive a confirmation email. This will contain the full details of your order and delivery options.

How do I check if an item is in stock?

Selected your chosen item, then click the size list to see the available sizes.

Can I change or cancel my order?

As we process orders as quickly as possible, we suggest you contact us immediately to make any changes or a cancellation.

Part of my order is missing?

If your order is received incomplete, please contact us immediately at info@chocolateclting.co.uk.

Are all your products genuine?

Yes, we pride ourselves on supplying the finest luxury clothing products for children, supplied directly from notable fashion brands. Our stock must pass a rigorous quality control test to ensure all of our products are completely genuine.

Can I get more information on a product?

There is a product description for every item on our website. Although, more information can be found by contacting us on 01217095044

How do I search for a product?

The search bar is located at the top of the categories and on the homepage.

Can I check stock availability and can I reserve products in the Chocolate Clothing store?

If the product is in stock, it will show available online.

Chocolate Clothing sizing guide

Chocolate clothing uses a universal size guide. Please see the full guide here.

How can I track my order?

In your confirmation email you will be provided with a tracking number, and link to the courier service shipping your product. Follow the instructions provided by the courier service.

 

How long does delivery take?

For UK orders placed before 12pm, your order should arrive the next day. Orders placed after 12pm Friday are dispatched the following Monday. For European and International deliveries, an expected delivery time will be provided at checkout. See our delivery section here.

How do I know if my item has been dispatched?

Once your order has been processed, we will send a confirmation email with a tracking number. Use the number and trace to see if your parcel has been dispatched.

Can I change the delivery address?

If the order has been processed and dispatched, the item will be sent to the address provided at the checkout.

What should I do if I have not received my order?

If your order has not been received, contact us on 01217095044 with your order confirmation number handy.

What should I do if I have received an incorrect or faulty item?

If you receive an incorrect or faulty item, please return the item- in the same condition as received- by using the return form attached with your delivery. Please provide further details on what is wrong with it.

What should I do if an item is missing from my order?

If, for any reason an item is missing from your order, please contact us in reference of your missing product.

Store Delivery Information

For In-Store Pick Up, orders placed before 12pm will be sent to the store on the same day. Otherwise they will be in store for the within 2 days of your order. If item is not claimed from the store within 7 working days, the order will be cancelled.

 

Standard Delivery Information

For UK orders placed before 2pm, your order should arrive within the next day. Orders placed after will be received within 2-3 days. The option to track the parcel will provided within the confirmation email.

International Delivery Information

International delivery times vary depending on the region, so at checkout you will be provided with an estimated time of arrival. See our delivery policy for further details.

Why can I not sign in to my account?

If you have forgotten your password, click 'forgot my password' at the login menu, where you will be requested to enter your email address which was used to sign up. Then an email will be sent to reset your password.

I am having problems accessing or buying from your website?

Should you experience any technical or payment issues, contact us know at info@chocolateclothing.co.uk

Why has my payment failed?

A payment may have failed for various reasons. You should double check you’ve entered all your details correctly, that you are using a card which has not expired, and that your billing address has been entered at checkout exactly as it appears on your bank statement. If all else fails, please try an alternative card for payment - we accept all major credit and debit cards, as well as PayPal.

My promotion code is not working?

Your promotion code may have expired or been entered incorrectly. If you have checked both these factors and are still experiencing problems with your promotion code, email us at info@chocolateclothing.co.uk

How can I protect my personal information and ensure the site is secure?


We make sure our website is safe and easy for you, to give you peace of mind when entering your personal details. Our site is completely secure, and all of our transactions are encrypted to the highest global standards. Our payment systems are monitored and audited regularly by a world leading Qualified Security Assessors (QSA), so you can be confident our services are completely secure. Please see our Privacy Policy here.

 

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