FAQ

Here are some of our most frequently asked questions

How do I track my parcel ?

When you place an order online you are asked to provide us with either an email or phone number. If you choose to leave a phone number please make sure it is not a landline number as we cant contact you through that number.  Once we have packed your order you will receive either an email or text message with order confirmation,  he shipping details and tracking number for your order.  

If you are experiencing any issues with your parcel, you can contact the courier company. If you still cannot resolve the issue with the courier company then don't hesitate to contact us.

How long will it take for my order to arrive ?

Our Chocky HQ is located in Auckland this is where we pick and pack all your orders. 

Once your package has been dispatched and the courier has picked up your package shipping should take between 1-3 working days. Be mindful that with the current COVID environment couriers are a wee bit taking longer. And could take up to a week 

Where can I buy your product in the North Island ?

Head to our stockists it page, https://www.remarkablechocolate.com/pages/retailers-1

If you have a store you love that you think would be a perfect fit for our delicious chocolate, then flick us an email hello@remarkablechocolate.com letting us know who it is and we will reach out to them.

Where can I buy your product in the South Island ?

Head To our stockists it page, https://www.remarkablechocolate.com/pages/retailers-1

If you have a store you love that you think would be a perfect fit for our delicious chocolate, then flick us an email hello@remarkablechocolate.com letting us know who it is and we will reach out to them.

Do we ship internationally ?

Not at the moment, it is something we are currently working on. Hopefully international shipping will be available within the next couple of months

If you have a special project that needs to be shipped overseas then we can arrange bespoke shipment if necessary email us here 

hello@remarkablechocolate.com

What currency are our prices in ?

All our products are priced in NZD. 

Why is a product out of stock ? 

Because we are a small business we make our product in small batches. At times we can sell out of a product before a new batch has been made. Our products will never be permanently out of stock. So keep an eye on the product you are after, as it should come back in stock relatively soon.

Why aren't all your products ranged at all stores

Different stores stock different ranges, depending on what they think their customers would like. If your local supermarket or good grocery store doesn't have one of the products you can ask them to range it, or send us a note with the store and we will email them.

I think something is wrong with my chocolate. What should I do?

Oh No !! 

We are happy to look into that with you.The best way forward is to Email hello@remarkablechocolate.com. Please attach the following in the email 

  • Take a photo of product 
  • Brief explanation of what has happened
  • Where you bought it 
  • Batch date and best before date photos

 And we will get back to you!!

I'm a store or business and want to buy your chocolate.

To access our wholesale terms please contact either hello@remarkablechocolate.com or tracey@remarkablechocolate.com. Please provide your store details in the email. 

Are we fair trade certified ?

All of our organic products are certified at source and are fairly traded. 

Head to https://www.remarkablechocolate.com/pages/about-us to learn more about our certifications.

How long does our product last ?

From the day we make the product it has a minimum shelf life of 12 months, but depending on which product you have bought it could be up to 18. All of our best before dates are stamped/sticker on your product. 

Is your packaging recyclable, reusable or compostable?

Yes depending on the range you can either recycle, reuse or home compost our packaging.

It is really important to us to reduce packaging waste and minimise the impact on the planet. Across all of our chocolate products we have carefully thought through how you can recycle, reuse or compost each packet. Depending on the range you can either recycle, reuse or home compost our packaging. 

We  know though we aren't perfect yet, but we are working through a process of continuous improvement to all reduce packaging waste. This page https://www.remarkablechocolate.com/pages/about-us has more information around recycling, reusing and home composting our packaging.

Is our chocolate vegan ? 

Yes seven products from our everyday range are naturally vegan.

Luxury 150g Bars

  • 70% Luxury dark chocolate

Organic 32g & 80g Bars

  • Organic 56% Dark Chocolate Bar | Mint and Crispy Wafers
  • Organic 70% Dark Chocolate Bar | Raspberry
  • Organic 70% Dark Chocolate Bar 
  • Organic 56% Dark Chocolate Bar | Roasted Hazelnuts & Zesty Orange

Barks

  • Organic Dark Chocolate Bark | Hazelnut & Orange Zest 
  • Organic Dark Chocolate Bark | Almond & Popped Quinoa

Is our chocolate allergy friendly ?

All of our chocolate is made carefully with gluten free ingredients. 

For any other specific allergy enquiries please take a look at the list of ingredients and allergen statement on each product.

We take great care in manufacturing all of our chocolate products as allergen safe as possible. Though it is important to note that we share facilities and therefore there is always an allergen risk. 

It is always best to check the ingredients list of each product, but across our range we have products that are friendly for vegans, coeliacs and other (free from) dietary requirements.

Do you have a sugar free bar ? 

We don't make a sugar free chocolate bar. But all of our main organic ranges are refined sugar free. As we use raw sugar from Peru or the Dominican republic. 

If you are looking for one of our products that has less sugar then always choose a higher Cocoa range, our 70% cocoa range as naturally lower in sugar.

What certifications does your chocolate have?

Our Organic range is certified organic and certified fair trade. 

Where does your Cocoa come from ?

We source our Organic range from co-ops in Peru and the Dominican Republic, we also use blends from the Ivory coast in our 150g Luxury bars, But we mainly use organic cacao from Peru and the Dominican Republic. 

Where is our chocolate made ?

We make all of our chocolate here in New Zealand. 

Is our chocolate cooking/baking friendly ?

Of course! However, since we don't add any additional fats, oils and or emulsifiers, you find the chocolate has different melt compared with some mainstream baking compound chocolate products. 

How do we make our chocolate

We make our chocolate the old fashioned way, mostly by hand and in small batches. Using mindfully sourced and delicious ingredients.

We don't have any high tech packaging machines or large factory technologies so a lot of love and hard work goes into individually making and packaging delicious and beautiful chocolate for you.

Does our dark chocolate contain milk ?

No, there is no milk ingredients in any of our dark chocolate, however we do mix salted caramel into our couple of our products which has diary e.g Ginger & Caramel bark. Although our actual dark chocolate doesn't contain milk the caramel used does contain dairy.

Why does chocolate sometimes have white spots/marks?

If you have opened your chocolate and it has white residue on it. That is called bloom. This doesn't mean you have to throw your chocolate away. In fact the chocolate is still perfect to eat and will still taste the same.

There are two types of bloom, Fat bloom and sugar bloom. Fat bloom is caused when chocolate is exposed to warmer temperatures. Causing the cocoa butter in the chocolate, or natural oils from nuts to soften and separate from the other ingredients. When the ingredients re-solidify and rise, bloom is formed.  

Sugar bloom can form a dry and hard white surface. When the chocolate is exposed to moist conditions it causes the chocolate to absorb the sugar and form sugar crystals on top of your chocolate. 

Bloom comes down to the temperature and environment in which you store your chocolate in. The chocolate is safe to eat, and if you want to you can always remelt the chocolate to remove the discolouration caused by the bloom.

What do I do if I have a query, concern or comment about our product ? 

Don't hesitate to message our website chat platform located on the lower right hand corner of the website. You can also contact us on hello@remarkablechoclate.com