FAQs

Shipping

• When will my order be sent?

 We process orders received before 2 pm on the same day.

Orders can be cancelled if they have not been processed and shipped. After they have been processed, they may not be cancelled.

Please make sure to provide the correct shipping address. Luker Chocolate cannot be held responsible for items shipped to incorrect addresses provided by the buyer. In such cases, the buyer will be responsible for any additional shipping fees incurred to ship to the correct address.

• My order hasn’t arrived.

Please check your order confirmation email for the tracking number. If that doesn’t work, send us an email, tell us your name and your order number, and we’ll help you out.

• Where do you ship to?

We currently ship only to the UK.

• How do I track my order?

You can track your order once it has been shipped by clicking here.

• How much does delivery cost?

Delivery is free on orders over £110. For orders under this amount, a delivery charge of £8.00 applies.

• What is your cut off time for sending Parcels?

Our warehouse dispatches orders the same day until 2pm.

• What if my order arrives damaged ?

All products are tested to ensure they travel in perfect conditions, however if there are any issues, please let us know and we will make it right. 

If you received your item damaged, we will require you to send us a picture of the damaged item and after inspection, we will tell you whether it fits our criteria for replacement or not.

• Do you provide a receipt/invoice?

We do not include any paperwork with the parcels. A confirmation email including the invoice/receipt will be sent immediately after you place your order.

Refunds & returns

• Do you accept returns?

Here at Luker Chocolate we pride ourselves on our great service and so, you can place your order with confidence. If you’re not 100% happy with your order, we guarantee we will put it right by refunding or replacing the product. Just contact us.

Returns are subject to fulfilment of the following conditions:

- The item must have been sold on our online store.

- The item shouldn't have been used in any way.

- All items must be in an unused re-saleable condition and in their original packaging. We reserve the right to reject any return that does not fit these criteria.

- The return or exchange request should be made within 7 days after delivery.

- Delivery return is to be paid by the customer unless the products are damaged

- Returns over full-priced items only (returns are not available on sale items)

• Are Returns free?

Unless products are damaged, it is the customers responsibility to send back any item they wish to return.

Feel free to contact our support agents 

Unfortunately, returns are not available on sale items.

About Us

• Do you have a physical store?

We currently don't have any physical stores under our brand name, however, you can contact us if you need a special enquiry. (Contact us).

• Where can I find you on social media?

You can follow us on Instagram , twitter and Facebook

• What is the Chocolate Dream?

It Is Luker Chocolate's collaborative plan that seeks to transform the chocolate value chain from its origin, building sustainable well-being in the communities of our strategic areas. Find out more here 

Payments

• What payment methods do you accept?

You can purchase on our website using a debit or credit card. We accept all major credit cards including American Express. 

Additionally, we support PayPal, Apple Pay, Google Pay. You can choose any of these payment methods at checkout.

• Do you store my card details?

No, we never store your full card details, and we are unable to recharge / re-authorise  a card. If you need to add an item to your order, you will need to provide the details again

Corporate / wholesale

• Where is the chocolate made?

All the chocolate is produced in Colombia, using 100% Colombian fine flavour cocoa beans.

• Do you offer a corporate discount?

Yes, our corporate volume discount is fixed based on the order value. 5% discount to orders above 500GBP. For higher discounts please contact us

Samples

• Do we send samples of our chocolates?

At the moment we only have available samples of some products that we deliver with the orders. For specific requets please contact us at amrodriguezg@lukerchocolate.com and we are going to review your case.