Payment, Coupons and Promos
Which payment methods are available?
The orders can be paid as follows:
- PayPal
- Klarna (Sofortüberweisung)
- Payment in advance
- Coupon (Gift voucher)
Wie können Geschenkgutscheine eingelöst werden?How can gift vouchers be redeemed?
Gift vouchers can be redeemed at checkout. To do this, enter the coupon code in the Coupons and Promos field.
I have lost or not received my gift voucher. What can I do?
Send us an email with your order number or your name and address so that we can find your voucher code and send you a new one.
My gift card isn’t working. What can I do?
Email us your coupon code and we’ll check why it’s not working.
Can gift vouchers also be sent by post?
Yes, vouchers can also be sent by post, but depending on the amount of the voucher, shipping costs may apply. These can also be sent to the target person wrapped as a gift. Simply enter the address of the target person as the delivery address. If you want to send a voucher to several people, it is best to contact our customer service, who will help you so that you can save on individual shipping costs.
How can promo codes be redeemed?
Promo codes can be redeemed at checkout. To do this, the code must be entered in the Coupons and Promos field. However, promo codes can only be redeemed once in connection with a customer account.
My promo code doesn’t work. What can I do?
First, make sure you are logged in to your customer account. Promo codes can only be redeemed in connection with a customer account and only once. If you haven’t redeemed the code yet, contact our customer service.
Is there a discount for larger order quantities?
Discounts are possible for large order quantities, depending on how large the order actually is. Contact our customer service, who can put together an individual offer for you.
What currency is accepted?
What can I do if my payment method was declined?
Contact our customer service, who can then send you an invoice so you can pay in advance. The shipment will then be initiated after receipt of payment.
Where can I get an invoice for my order?
The invoice will be sent to you by email. If you did not receive this automatically, check your spam folder or contact our customer service, who can then resend the invoice to you.
Shipment
How much are the shipping costs?
Shipping is free for orders over €50. The shipping costs depend on the destination country to which your order is to be delivered. The shipping costs will be shown to you in the last order step. You can also find a list of the individual shipping costs here:
How long does delivery take?
As soon as we have received your payment, we will arrange the shipment. Depending on where you want your order to go, shipping can take 3-5 business days. However, the shipping time for special orders and personalized orders may vary.
Do you also ship outside the EU?
Yes, we also ship outside the EU. When shipping to non-EU countries, additional customs and import fees and taxes may apply. Here you will find a list of countries that we deliver to.
Which countries are delivered to?
Here you will find a list of countries that we deliver to.
Can I track my shipment online?
Yes, all shipments can be tracked online using the tracking number that will be sent to you when the order ships. If you have not received a tracking number, check your spam folder or contact our customer service, who will then resend it to you.
Can I have my order delivered to a different address?
Yes, orders can also be sent to a different address. Simply enter the different address and the name as the delivery address.
Is collection by the customer possible?
Yes, every order can also be picked up from our manufactory in Vienna Please note our opening times.
What if I’m not at home when my order arrives?
If you are not at home, your order will be deposited for you in a post office or with a post partner. With your tracking number you can track your order and see where your order has been deposited for you.
Are there any customs or import fees?
Within the EU there are no customs or import fees. Additional customs and import fees and taxes may apply in non-EU countries. These must be borne by the recipient and depend on the order value and the respective VAT rate.
Who bears the costs for any customs or import fees that may be incurred?
Additional customs and import fees and taxes may apply in non-EU countries. These must be borne by the recipient and depend on the order value and the respective VAT rate.
Can I have my order gift wrapped?
Yes, all orders can be gift wrapped for an additional charge of €2.99. At the end of the ordering process, select the option “wrap as a gift”.
Cancellation and Return
Can I cancel my order?
The order can be canceled by E-mail if it has not been shipped. If the shipment has already been arranged, you can exercise your right of withdrawal after receiving the order. Contact our customer service, they can help you.
Do I have a right of withdrawal?
According to § 11 Abs 1 FAGG, standard orders can be revoked within the withdrawal period of 14 calendar days without giving reasons. The cancellation period begins with the receipt of the order. Contact our customer service, they can help you.
However, the right of withdrawal does not apply for reasons of health protection or hygiene if the chocolate is removed from the packaging.
The costs for the return shipping are borne by the buyer. e can send you a return label for this, the costs for the return shipping will then be deducted from the refund amountn (14 FAGG).
Return address:
Schokomell GmbH
Klimschgasse 2/1
1030 Vienna
Can I cancel personalized orders?
Unfortunately, personalized orders can only be canceled before the start of production, as the costs are too high for us (§ 18 FAGG). Contact our customer service, they can help you and inform you about the production status of your order.
Can I cancel personalized orders?
Unfortunately, personalized orders can only be canceled before the start of production, as the costs for such orders are too high (§ 18 FAGG).
Can I return my order?
If you exercise your right of withdrawal and report this to our customer service, you can send your order back to us. We will transfer the purchase price and any shipping costs charged (except for express shipping) to you as soon as we have received the return (§ 14 FAGG).
The costs for the return shipping are borne by the buyer. We can send you a return label for this, the costs for the return shipping will then be deducted from the refund amount.
Return address:
Schokomell GmbH
Klimschgasse 2/1
1030 Vienna
Who bears the costs for the return shipping?
The costs for the return shipping are borne by the buyer. We can send you a return label for this, the costs for the return shipping will then be deducted from the refund amount.
Return address:
Schokomell GmbH
Klimschgasse 2/1
1030 Vienna
When will I get my money back?
If you cancel your order before it is shipped, we will issue a refund immediately upon receipt of the cancellation. If you make use of your right of withdrawal, we will initiate the repayment after receipt of the return.
What do I do if my order was damaged in transit?
If the chocolate was damaged during transport, please complain to the delivery agent immediately and contact us. It is best to send photos of the damage at the same time.
Chocolate
Is the chocolate vegan?
Yes, the dark chocolate is vegan. The chocolate is a dark chocolate with 60% cocoa content without the addition of animal ingredients.
What ingredients are in chocolate?
Ingredients: cocoa mass 40.0%, sugar 40.0%, cocoa butter 16.0%, cocoa powder, low-fat 4.0%; Emulsifier: sunflower lecithin, vanilla powder, cocoa min. 60.0% 60,0 %
What are the nutritional and energy values of chocolate?
Nutritional and energy values per 100 [ g ] (g or ml):
When specifying per 100ml: Weight of 100ml: [ ] g
The figures are average values and are subject to natural fluctuations
| Energy (kJ / kcal) | 2273 kJ /546 kcal |
| Fat (g) | 38 g |
| – of which saturated fatty acids (g) | 25 g |
| – of which monounsaturated fatty acids (g) | 12 g |
| – of which polyunsaturated fatty acids (g) | 1,0 g |
| – of which trans fatty acids (g) | < 1,0 g |
| Carbohydrates (g) | 45 g |
| – of which sugar (g) | 40 g |
| Fiber (g) | 5,0 g |
| Protein (g) | 6,0 g |
| Salt (g) | 0,2 g |
What allergens does chocolate contain?
In principle, there are no common allergens in chocolate, but due to the manufacturing process, traces of nuts and milk can be found in the chocolate.
Is the chocolate lactose free?
Yes, the chocolate is lactose-free.
Is the chocolate gluten free?
Yes, the chocolate is gluten free.
Is the color edible?
The coloring is food coloring and it is completely edible.
Personalization etc.
Custom made
Are custom-made products possible?
Custom-made products are possible in most cases. However, that depends on what you want. Certain items are comparatively easy to craft, and some items cannot be crafted due to fragility. This is mostly the case with very thin or bulky objects.
How much does a custom-made product cost?
The price depends on the effort involved in production and the quantity. The decisive factor here is whether the production of a new mold is necessary. It is best to contact our customer service, who can advise you individually.
Are one piece orders possible?
If a custom-made product is possible, only one piece can be produced. It is best to contact our customer service, who can advise you individually.
How long does it take to manufacture custom-made products?
The duration of the production depends on the shape or the object that is to be made from chocolate. The rarer and more complicated the structure of the original, the longer it takes to produce the chocolate work. This can range from 2 weeks to 1 month. It is best to contact our customer service, who can advise you individually.
Can chocolate replica items be submitted?
Yes, items can be submitted for replication. In most cases, the submission of an original is also required or facilitates production and thus shortens production and delivery times. It is best to contact our customer service, who can advise you individually.
Are you obliged to buy a custom-made product?
Once work has started on the custom order, the purchase is mandatory. This already includes the preparation of a form (§ 18 FAGG).
Personalization:
Can I personalize an item made out of chocolate?
Personalization is possible in most cases. he chocolate objects can be personalized with a shaped logo, lettering or a small message, for example. Choose the right product from our range. When completing the order, you are welcome to enter information under “Order comments”. In addition, individual inquiries are possible at any time via our contact form at https://schokomell.at/individuelles/ or by E-mail. Our customer service can then advise you on this and take the order.
What can be personalised?
Both the item itself and the packaging or gift wrapping can be personalized. You can find suggestions for this in our gallery. It is best to contact our customer service, who can advise you individually.