The answers to all your questions

 

 


Our chocolates and factory

1. What is your address?
You can find us only in Brussels.
Rue du Marché aux Herbes 110.
The shop is situated between the Grand’ Place – Brussels’ main square and the Central Station.

2. Can I see and taste the chocolates?
You are more than welcome to visit our boutique, rue du Marché aux Herbes 110 in Brussels where we will offer you one free sample of our chocolates.

3. Can I see how the chocolates are made?
Our chocolates, truffles, chocolates bars, figurines and other candies are 100% handmade. In fact, everything is produced in our local chocolate factory, situated inside the shop. You can watch how our chocolate makers prepare the tasty treats in the mornings (+/- from 9.30 until 4pm) from Monday to Friday.

4. Can you garantee that your chocolates are handmade?
Yes, we absolutely guarantee that our chocolates are made inside our shop in Brussels. We built “La Chocolaterie” with transparent windows so that you can watch how our ptofessional chocolate makers work in the factory and prepare the delicious treats.

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My Order

5. Is it possible to get help when I order online?
If you require any help, you have two options: send us an e-mail at boyana@chocopolis.com or call us at +32 (2) 88.08.548. We’d be happy to help!

6. How do I know how much I have ordered?
You can check your cart and see what you have ordered as well as its total price. Before you get to the pay section, you will see a complete overview of your order for approval.

7. How can I be sure that my order will arrive in a good condition?
We take extreme care in the packaging of your order to ensure that you receive your chocolates in the best possible conditions. For the shipments, we are using a special protective blister in which the chocolates are perfectly safe. Each praline is placed in a separate compartment and each blister is separated from the other ones by means of a protective pad. That way, the pralines do not touch each other during the shipment and arrive at their destination in perfect condition. The blisters are placed in a polystyrene box which is then packed in a protective cardboard box with extra polystyrene, thus protecting the chocolates from heat and possible shock during long shipments. In other words, your order is carefully protected and kept under the best circumstances. The chocolates keep their flavours and stay 100% fresh. For more information about the wrapping and preparation of your order, check the Shipping and Delivery page.

8. When do I receive my order?
Depending on the country, the delivery can take between 2 and 8 days. We will contact you immediately if there are any delays due to exceptional circumstances.
Please, check the Shipping and Delivery page to find all the information you need about the shipping and time of delivery.

9. Can I follow the status of my order?
Once your order leaves our factory, you will receive an e-mail from us with the tracking number of your parcel which will allow you to follow your order at any time. If you have any questions don’t hesitate to contact us at +32 (2) 88.08.548 or send us an e-mail at info@chocopolis.com

10. My parcel was damaged, I want to return it.
We guarantee the delivery of your parcel in a perfect condition. If, however, your order has been damaged, contact us at +32 (2) 88.08.548 or at boyana@chocopolis.com

11. Can I collect my parcel in your store?
Of course. You just have to specify that you want to collect your order in the store when placing your order. The Chocopolis’ shop is open every day from 9a.m to 10 p.m. at Rue du Marché aux Herbes 110 in Brussels.

12. Can I order an assortment which is not listed on your online boutique?
We tried to give a large range of choices in the assortments available on the online boutique. If, however, you have your favourite chocolates  and you want to include them in one of the existing assortments or make an entirely new box, it is possible. Please send us an e-mail with your request at boyana@chocopolis.com

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Shipping

13. How much do I have to pay for shipping costs?
The shipping costs depend on the weight of your order and the country you want it shipped to. For details, please go to the Shipping and Delivery page where you will find information about the shipping costs for each country depending on the weight.
Note that from 0 to 30 kg the price for shipping stays the same for each country. Therefore, up to an order of 30 kg = 50 boxes, you don’t have to worry that the shipping price will be higher if you order more ;)

14. Do you ship internationnaly? / Which are the countries you ship to?
Yes, we ship mainly internationnaly. You will find a list of all the countires on the Delivery page as well as the fixed rates for shipping per country and the estimated time of delivery.

15. Once I have placed my order, how long does it take for you to ship it?
Once we have received the payment, you should count 1 day for the preparation of the order and the registration of the parcel in the Post Office. Once your parcel has been sent, we will send you a confirmation mail containing a tracking number with which you will be able to follow your oder at any time. The estimated time of delivery differs with every country.
Note that the bank transfres arrive slower than the online payment.

16. I want an express delivery, what do I do?
In order to receive an estimate of the price and time of delivery, depending on the weight of your order, please send us an e-mail at boyana@chocopolis.com

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The chocopolis club

17. Am I obliged to register when shopping online at www.chocopolis.com ?
In order to be able to send your parcel, registration is required when shopping on our online boutique. We are committed to never share your personal information with third parties (see Privacy page).
Once your registration is completed, you become a Chocopolis Club member, receive your Chocopolis Club Card and start using your advantages as a member. Once your first purchase is completed, you’ll just have to enter your log in and password to be able to place orders. (More information on the Chocopolis Club page).

18. Am I obliged to register for Chocopolis Club?
If you have already ordered something from our web shop, you will become a member of the Chocopolis Club automatically. In fact after your first registered order, you become a Club Member and get numerous advantages. If you don’t want to be a member or want to give up your membership, please notify us by sending us an e-mail at info@chocopolis.com To see what the advantages of being a member are, go to the Chocopolis Club page.

19. What are the Chocopolis Club and the Chocopolis Club Card?
In order to receive the Chocopolis Club Card, you will need to register for the Chocopolis Club. The Chocopolis Club is our community of customers and partners. Life is tastier with the Chocopolis Club Card which entitles you to numerous advantages, one of which is the 10% discount with every purchase (no expiration date, no registration fee). For more information, visit the Chocopolis Club page.

20. I want the Club Card. How can I register for the Chocopolis Club?
There are three easy steps to follow in order to become a member of the club.
• You need to make a first purchase - either on our online boutique or in the shop (rue du Marché aux Herbes 110). There is no minimum amount for your first purchase.
• Once your first purchase is registered you automatically become a Chocopolis Club member and receive your Club Card.
• The last and more important step – use your advantages!
Don’t forget that the registration is entirely free of charge and that the Club Cad has no expiration date. For more detailed information, check our Chocopolis Club page.

21. I have the old Chocopolis 10% discount card, what do I do?
If you are alredy a customer and you have the 10% discount card and you want to become a Chocopolis Club Member, all you have to do is either send us an e-mail with your request at boyana@chocopolis.com or register online without purchasing. We will send you a confirmation of your registration as well as your personal card right away.

22. I don’t want to be a member anymore. What do I do?
If you want to give up your membership to Chocopolis Club, you just have to send us an e-email at info@chocopolis.com with your request.

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Payment

23. How can I pay for my order?
You can pay with a VISA, Master Card, American Express, or a bank transfer.

24. Is it safe to pay online?
Yes. Once you have confirmed your order, you can execute the payment through a PayPal account which is one of the easiest, fastest and most secure ways to pay online.

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Privacy

25. Is your website secured?
Yes. Once you have confirmed your order, you can execute the payment on a secure platform. Furthermore, the payment service provider guarantees the safety of your information and transaction.

26. Do you sell personal data to third parties, partners?
We are committed never to divulge your personal information to third parties. For more information concerining the pricavy of your data, please check our Privacy page. 

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Need assistance?

If you need any personal assistance for your order, choosing a product from our website; if you have questions about the shipping of your order – its price, wrapping, safety, estimated time of delivery; if you wish to receive more details about our shipping offers, payment methods and security we are at your service. You can contact us either by phone or email:

• By phone at +32 (2) 88.08.548 from Monday to Friday from 9.30a.m to 5.30p.m

• By email at info@chocopolis.com or boyana.duleva@gmail.com at any time

• By Customer Service Form at any time

Or come and visit us at Rue du Marché aux Herbes / Grasmarkt 110, 1000 Brussels. Our doors are open every day from 8a.m to 10p.m. We will welcome you with a smile and one free sample of our delicious handmade chocolates.

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