FAQs

Please have a look at
our frequently asked
questions.

FAQs

Please have a look at our frequently asked questions.

Account

Do I need to register to place an order?

No, you can definitely place an order without being registered. However, we encourage you to register to enjoy some exclusive features such as saving your wishlist across multiple devices, checking your order status, having an accessible order history, easily managing returns among others.

Is it easy to create an account and log in?

It’s straightforward! Click on the “My account” section in the header and you will be guided very easily.

I forgot my password, how do I recover my account?

We do not store your password to keep you safe, but you can always reset your password if you have forgotten it. Go to the login page, and click on “Forgot your password?” button to be guided through the process.

Do I have full access to my account information?

You will always have the right to know all the account information we have stored, and you will also be able to modify it and delete any information or the account itself if wished. To do so, please send us an email to [email protected] mentioning your full name and the email used to access your account.

How do I change my personal details?

If you need to change your personal details, please log into your account, go to the “Account details” section and edit your personal details.

Alternatively, you can email us to [email protected] mentioning your full name, the changes you would like to commit, and the email used to access your account. 

Shipping and Returns

What shipping methods are available and how much do they cost?

NOTE: We inform you that temporarily the InPost Paczkomat service is not available on our website.

We have two different services available to you: parcel locker delivery and door delivery. Moreover, for the door delivery, we are collaborating with several companies to provide you the best solution according to your location. You can see a summary of the services below:

Company Service Cost Delivery time
InPost Paczkomat 13,00 zł 48 hours
InPost/DPD/GLS Door delivery 16,00 zł 2-3 days

Do you offer free shipping?

Oh, of course, we do! We offer free shipping on all orders above 99 zł.

Can I pay on delivery?

No, unfortunately, we do not offer this service.

Do you ship internationally?

Unfortunately, we only ship orders in Poland. However, we are already working to expand our shipment options to all the European countries.

When will my order be dispatched?

Your order will be dispatched the same day if it’s placed before noon (12:00 h), or the next day if placed after noon (12:00 h). Obviously, we are talking about Polish time.

How long will it take to receive my order?

In normal conditions, this depends on the service you have chosen. We always expect our shipping partners to deliver your products between 24-48 hours.

I need to change the delivery address, can I change it?

You will be able to change the delivery address if the order has not been dispatched yet. To do so, please email us as quickly as possible to [email protected].

Can I cancel my order?

If you have just placed an order and it has not been processed yet, you will be able to cancel it by sending an email to [email protected].

Can I return purchased goods?

As we are selling food items, restrictions to returns may apply. You can definitely return your order if the products have not been opened, damaged by the storing conditions at your place, or suffered any change that breaks the sanitary safety chain.

What are the return conditions?

You have 14 days after receiving the products to return them if you wish to do so. We cannot offer you more days to return them as chocolate is very sensitive to the external conditions and its shelf life is relatively short. We can only ensure ideal storing conditions in our warehouse. When returning items, please try using the same box we sent you to avoid the tablets to break. Failure in storing the items properly before the return and/or returning them in an unsafe manner may cause the rejection of the return.

To place a return, please do so through your account page, or contact us at [email protected]. If you have any questions you may also write us to the previous email.

How do I track my order?

You can track your order by accessing the order status page on your account, or directly with the transport company if a tracking number is available.

Payments

What payment options are available?

We have multiple payment options available for you to have the maximum flexibility when it comes to paying as you can see below:

  • Bank transfers from more than 20 Polish banks.
  • Blik service for quick transfers.
  • New payment methods including PayPal, Google Pay, and Android Pay.
  • And even SEPA Direct Debit service if you need it.

How do I know my payment is accepted?

In most cases, you will receive an acceptance message on your screen shortly after submitting the payment. Alternatively, you may also receive an email confirming the reception of your payment.

When will I receive an invoice?

An invoice will be sent to your email address as soon as the order is submitted and confirmed.

Is it safe paying online?

It is definitely safe to pay online through LaChocoteka. Our payment system is PCI compliant, which offers the highest security standards that have ever existed.

Other questions

I know a brand I would love to purchase from you, can you have it?

Of course! Our mission is to satisfy our customers, so if you would love to see a brand available among our assortment, please drop us an email at [email protected] and we will do our best to get it for you.

How can I ask you a question not listed above?

You can always ask any questions you have by writing to [email protected].

When will your unavailable products be available again?

We try to make sure our products are always available, but sometimes it gets off our hands. When this happens, we try to get the items available as soon as possible but we cannot guarantee a specific time span, as we are often working with small chocolate masters that do not hold any product stock and produce under demand. If you are eager to know when a product will be available, please drop us an email at [email protected].

Can I suggest something to you?

Always, you are the core of LaChocoteka, so please send any suggestions you may have at [email protected].