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Frequently Asked Questions

Do you ship to South Africa or Russia?

No, sorry. We no longer ship to South Africa or Russia. But, in South Africa, all Willie's Cacao products are now available in increasing numbers of Woolworth's stores across the country.

Frequent problems with Russian customs have caused a large administrative overhead which stands in no proportion to the small amount of orders we receive from this part of the world. Our sincere apologies.

How do I use the 100% cacao?

There are almost infinite uses for Willie's World-Class Cacao, and once you get a feel for it, you will undoubtedly come up with your own ideas!To get started, we suggest you use one of Willie's recipe books, or browse online (YouTube and Channel 4) for clips of Willie's TV series.There are also several recipes available to scroll through on Willie's main site:Willie's Chocolate Factory Cookbook .You can also join Willie's newsletter and his Facebook pages via the website for updates, special offers and recipe inspiration.

What does 'nutty', 'fruity' etc. mean in the descriptions of the cacao and chocolate products? Does the cacao/chocolate have added flavours?

No, there are no added flavours to the cacao or chocolate. The 100% cacao is just that, 100%.The chocolate has only cocoa butter and raw cane sugar added.These flavours are like notes in wine or coffee, a natural part of the different cacao beans.

Are all 100% cacao bars suitable for any recipe?

Yes. The different 'notes' in the cacao bars simply give a subtle difference to the flavour, and which bean type you choose is down to personal preference. Part of the experience is to cook with different cacao varieties and see what works for you.

How long will it take for my order to be processed?

We know that you're keen to receive your order so order processing is always our priority. Please allow up to 48 hours for your order to be dispatched from the date of your order. We cannot guarantee delivery time as we rely on a third party but the majority of orders should arrive within a few days of dispatch.If you would like a guaranteed next day delivery, please choose this option at the checkout. Next day delivery must be to a UK address and the order must be placed Monday- Thursday before 12.00am.

Is standard mail delivery guaranteed to arrive within your estimated 2-10 days?

No, unfortunately not. While Royal Mail endeavor to deliver their First Class mail within this time, it it not a guaranteed service and times can vary.One can only claim against a delayed first class delivery after 15 working days, so if you need your order for a set date/ special occasion, we highly recommend you use our express signed for next day delivery to avoid any dissapointment.

Are the site and payment methods secure?

Yes, they are. Information exchanged with any address beginning with https is encrypted using SSL before transmission.The payment is taken via Sage Pay, which is a worldwide online payment gateway. This also means we do not hold or store any of your card details.

Can I order over the phone?

If you are experiencing problems placing your order and would like assistance, drop us an email.All our orders have to go via our online payment system, which is why we don't provide a dedicated phone line for ordering. But, of course, we highly value your custom, and we love helping in any way we can, including arranging to take a payment over the phone if necessary.

I have placed an order but need a guaranteed next day delivery?

Please contact us by email immediately if you would like to have your order sent by next day delivery. If the order has not been dispatched, then we can charge your card for the additional amount at your request. Please note guaranteed next day delivery is only possible for UK orders placed Monday-Thursday before 12am.If the order has already been dispatched, unfortunately, we cannot change this.

I don't have an email address. Can I still order with you?

We need an email address to place an order on our website, take payment, send order related emails and keep you up to date with any important information.If you do not have an email address, we would advise, in the first instance, using a friend or family member's email. If this is not an option, please contact us.

There is a mistake with my order. What should I do?

In the unlikely event that we have made an error with your order, please contact us immediately by email and we will be happy to assist you.

My order has not arrived in perfect condition. What should I do?

In the unlikely event of your order not reaching you in perfect condition, please contact us by email immediately and we will be happy to assist you.If your order has arrived via courier we usually require photographic evidence of any damage and the courier company will often want to collect it as well to investigate the problem. Therefore, we suggest you send us a photo of the damaged delivery and hold on to your order.If your order arrived via Royal Mail, we will ask that you return the parcel to allow us to claim compensation.