Frequently Asked Questions
Everything you need to know about our premium chocolate experience.
How do you ensure my chocolate doesn't melt during shipping?
We use specialized thermal packaging and ice packs for all orders during warmer months. Additionally, we monitor transit temperatures and may hold shipments if extreme heat is forecasted to ensure your chocolate arrives in perfect condition.
Are Koko Black chocolates gluten-free or nut-free?
While we offer many products made without gluten or nuts, all of our chocolates are produced in a kitchen that handles wheat, tree nuts, peanuts, and soy. Please refer to the specific ingredient list on each product page for detailed allergen information.
What is the shelf life of your handcrafted pralines?
Because we use fresh cream and premium ingredients without artificial preservatives, our pralines are best enjoyed within 4 weeks of delivery. Solid chocolate bars and barks typically have a longer shelf life of 6 to 12 months.
Can I include a personalized message with my gift order?
Yes, you can add a complimentary gift message at the checkout. We will print your message on a premium Koko Black card and include it with your order, ensuring no pricing information is visible on the packing slip.
Do you offer international shipping?
Currently, we only ship within Australia to ensure the freshness and quality of our chocolate. We use express courier services to provide the fastest possible delivery to your doorstep.
What should I do if my order arrives damaged?
We take great pride in our packaging, but if your order arrives damaged or unsatisfactory, please contact our guest service team within 48 hours of delivery with photos of the product. We will arrange for a replacement or a refund immediately.