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    Frequently Asked Questions


    You can find answers to our frequently asked questions in the dropdowns below however, if you cant find an answer for your query, please submit your question here & we will either update our FAQs or respond via email.

    • Contacting Us

      • Q. How can I get in contact with Home Chocolate Factory?

      • A. We are available through the following contact streams Monday-Friday 9am-5:30pm
      • Telephone: From with the UK: 020 8450 1523
      • Email: enquiries@homechocolatefactory.com
      • Social Media:
      • Facebook & Instagram: @homechocolatefactory
      • Twitter: @HomeChocFactory
      • LinkedIn: Home Chocolate Factory

    • Visiting our Showroom

      • Q. What are your opening hours?

      • A. We are open Monday-Friday 9:00am-5:30pm.
      • Q. Is the showroom open on the weekends?

      • A. No, our showroom is only open Monday to Friday.
      • Q. Are you open on Bank Holidays?

      • A. No, we are closed on Bank Holidays. All orders placed over these periods will be shipped the next working day.
      • Q. Do I need an appointment to come to the showroom?

      • A. Customers are now only able to visit our showroom by appointment. You can book your appointment by visiting the following link: https://book.timify.com/servicesaccountId=5ee7447726447b3e1b2e5db7&hideCloseButton=true%22
      • Q.What is the best way to get to the showroom?

      • A. We are located on Cricklewood Broadway (A5 Edgware Road) between Travelodge Cricklewood and Matalan.
      • We are 1.2 miles south from the junction of the bottom of the M1 and the A406 North Circular Road.
      • By bus: 16, 32, 245, 266, 316, 332, 632 stop at the door of the showroom
      • By train: Cricklewood Station is a seven minutes walk away
      • By underground: Nearest stations: Kilburn Jubilee Line then take a 16, 32, 316 or 332 bus direction north and Willesden Green Jubilee Line then take 266 bus direction Brent Cross
      • By car: Off street parking (with meter) and parking in Matalan Car Park (with meter)
      • Visit our Contact Us page for more information.

    • Trade Discount

        Q. How do I apply for Trade Discount?

      • A. To create an Online Trade Account you need to:
      • Either - Email your existing 'login' name to sales@homechocolatefactory.com
      • Or - Create an online account here
        http://www.homechocolatefactory.com/Merchant2/merchant.mvc?HCF&Screen=ACAD
      • and then email your login name to sales@homechocolatefactory.com
      • On receipt of your 'login', we will activate your 'Online Trade Account' and send you an email to confirm that your Online Trade Account is active and ready to use.
      • Q. What are the terms & conditions of Trade Discount?

      • A. Once you have logged in to your activated Online Trade Account, the prices shown on the website will automatically be discounted to the Trade Price (including VAT where appropriate).
      • The minimum value for Online Trade Order is 50 (including VAT where applicable) before delivery costs.
      • The 80p per mould discount when you order 5 or more Easy-to-Use Chocolate Moulds has now been combined with the 20% Trade Discount which equates to 32.8% from list price
      • Credit accounts are also available subject to references.
      • We also offer special prices for bulk supply of individual products. For a quotation, please call: 0208 450 1523 or email: enquiries@homechocolatefactory.com
      • * Discount does not apply to Custom Moulds, Tempering Machines, or online promotions.

    • Ordering

      • Q. Where is my order?

      • A. Your order should arrive within the time frame of your chosen delivery method, which you can double check in your order confirmation email. If the delivery time frame has passed and you have still not received your items, please get in touch with us at enquiries@homechocolatefactory.com or on 020 8450 1523.
      • Q. Can I cancel my order?

      • A. Online orders may only be cancelled if they are yet to be despatched. To cancel an order, call 020 8450 1523.
      • Orders for non-stock items may only be cancelled if they have not been packed for despatch by the supplier.
      • Orders for custom items may only be cancelled prior to work commencing on the particular project.
      • For further information, call 020 8450 1523 - or email enquiries@homechocolatefactory.com
      • Q. Can I amend my order once its been placed?

      • A. Online orders may be amended if they are yet to be dispatched. To amend your order, call 020 8450 1523.
      • Q. What do I do if I have received the wrong item?

      • A. Please contact our customer service team via email at enquiries@homechocolatefactory.com
      • Q. There is an item missing from my order, what should I do?

      • A. If you receive your order and an item is missing, please check your emails or junk emails to see if you’ve received an out-of-stock notice from us, if you havent received this please email us at enquiries@homechocolatefactory.com and one of our customer service advisors will help you further.

    • Delivery

      • Q. How long does delivery take?

      • A. Orders received before 2pm will be despatched the same day if it is a working day (Mon-Fri) or on the next working day if it is not.
      • Delivery times are next working day for UK mainland deliveries.
      • Q. How much does delivery cost?

      • A. UK Delivery:.
        Delivery on UK orders just 3.95 including VAT (UK mainland orders shipped by TNT or UK Mail/DHL or First-Class Post Recorded Delivery).
      • Please note: Our next working day service is available for UK mainland only. The service is not available for Highlands and Islands. Working days do not include weekends or bank holidays.
      • Q.International Delivery:

      • A. UK Delivery:.
        For delivery outside of the UK or for Highlands & Islands please use the delivery calculator on our website, built into the shopping basket.
      • Q. How does your next day delivery work?

      • A. If you order with us before 2pm Monday-Friday, you can usually expect your order to be delivered to you the next working day. For example, if you order before 2pm on Monday for next day delivery, your order should be with you by Tuesday, if you order after 2pm on Monday, your order should be with you by Wednesday.
      • Please note: Our next working day service is available for UK mainland only. The service is not available for Highlands and Islands. Working days do not include weekends or bank holidays.
      • Q. Will my parcel be charged additional custom and import charges?

      • A. Custom and Import charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Custom and Import policies vary from country to country. We would advise that you find out what these charges may be before you place your order, as these are the responsibility of the customer to pay.
      • Custom or Import Charges are not applicable for orders within the UK.

    • Returns

      • Q. Do you accept returns?

      • A. will accept the return of new, unused goods within 30 days of delivery for a refund. Goods must be returned at the purchasers cost and received in saleable condition. We regret we cannot accept the return of chocolate or ingredients.
      • If your delivery is received damaged, please sign for it as such with the courier and send a picture of the damage to enquiries@homechocolatefactory.com
      • Damaged or faulty goods will be replaced free of charge.
      • Refunds will be processed within two weeks of returned goods being received (assuming they are in resalable condition).
      • For further information, call 020 8450 1523 - or email enquiries@homechocolatefactory.com

    • Stock

      • Q. Why cant I find an item that I have seen advertised, on your website?

      • A. We try to only advertise products that are in stock at that time, however sometimes this isnt always possible if there is something you see advertised and it isnt in stock please feel free to email us for more information on when it may be back in stock on: enquiries@homechocolatefactory.com
      • Q. How can I find out if you will be getting more stock of a product I want?

      • A. Due to high demand some of our products sell out quickly however, we do try to update the website regularly so only in stock products appear. If you would like to find out more information about when products may be back in stock, please email our customer service advisors at: enquiries@homechocolatefactory.com
      • Q. Are you able to order in products that you do not stock, from your suppliers?

      • A. Yes, we are more than happy to order in products that we do not feature in our product range if we work with that supplier. Please see our Products by Brand pages where you can view all the products we stock for each supplier & you can download their individual product catalogues at the top of the page. You can then go to our product enquiry form where you can let us know which products you would like us to order in for you.
    • Repairs

      • Q. Do you offer chocolate machine repairs?

      • A. With three full time, SELMI trained engineers, Home Chocolate Factory is able to offer a comprehensive, repair and maintenance service for SELMI chocolate machines across the UK. Our engineers are based at our Head Office in London (Cricklewood) where we hold stock of most critical parts. Additional parts are shipped next day on an overnight courier. To find out more about our Service and Support information or to get a quote call 020 8450 1523 or email service@homechocolatefactory.com

    • Products

      • Q. What is the difference between a polycarbonate & thermoformed mould?

      • A. Thermoformed moulds are semi rigid and heat sensitive (so cannot be washed in the dishwasher) they are not suitable for making pralines or large bars.
      • Polycarbonate moulds are injection moulded and rigid so are suitable for medium to large volume production.
      • Q. How do I care for my easy-to-use chocolate mould?

      • A. As these moulds are made up of a thinner plastic (thermoformed), they are not suitable to be put in the dishwasher.
      • If the chocolate has been tempered properly these moulds should not need too much cleaning however to polish these moulds, you can warm the mould slightly using a hairdryer & clean each cavity with a cotton pad or soft fibre cloth.
      • Alternatively, if they need a more thorough clean (e.g., if there is chocolate stuck on the mould) you can wash these moulds by hand in warm soapy water & leave to dry.
      • Q. How do I care for my polycarbonate chocolate moulds?

      • A. The upkeep of polycarbonate moulds is minimal- moulds typically need to be washed in warm water, well rinsed in cool water, dried, and stored in a cool, dry location. If moulds become coated with cocoa butter, was with a mild grease-cutting detergent. Do not use an abrasive cleanser to avoid scratching the inside surface of the moulds. Rinse the moulds in clear, cool water & dry and store in a cool location.
      • Before each use you can clean the cavity of the mould by warming the mould slightly using a hairdryer & clean with a cotton pad or soft fibre cloth.
      • Q. How do I care for my Silicon Moulds?

      • A. Silicon moulds are perfect for freezing or baking and can be used from -60c to +230c, this means that they are also suitable to be cleaned in the dishwasher. No butter or other fats are required to grease these moulds & they can be taken straight from the oven/microwave & placed immediately in the fridge freezer and vice versa. Silicon moulds have greater stability and thermal resistance in comparison to metal moulds.
      • All materials are tested in accordance with the Foods Standards Agency.
      • Q. Are any of your chocolates suitable for Vegans?

      • A. Yes, we have two own brand chocolates, white & milk, which are suitable for Vegans as well as the new Callebaut NXT Milk & Dark chocolates. You can find all of our vegan chocolate on the following link
      • Q. How do I find out what ingredients are in your products?

      • A. To request a copy of a product spec sheet please email enquiries@homechocolatefactory.com and one of our customer service team will get back to you as soon as possible.

    • Custom Products

      • Q. How long do the low-cost custom moulds take?

      • A. Fast and extremely cost effective, we can produce a high quality semi-rigid chocolate mould (approximately 1mm thick) in just 10 working days
      • The price of creating a basic mould from supplied artwork together with five moulds costs from just 450 ex VAT (540 inc VAT).
      • We can also work from sketches, if required, and have a model making service (at extra cost).
      • Q. What is the process of getting a Custom Polycarbonate Mould Made?

      • A. Tooling costs from just 1,375 + VAT and moulds are from just 8.25 + VAT each (for moulds at 275mm x 135mm - larger sizes available at extra cost - minimum order 100). Following receipt of your brief, you will receive a CAD design. Once this has been approved, you get a silicon sample for checking. The tooling is then prepared, and the moulds produced.
      • Production of the drawings and silicon sample takes about 10-14 days, and the finished moulds are ready approximately 30 days after the sample has been approved.
      • These moulds are produced in Turkey by Implast, who we represent in the UK. The cost covers the cost of preparing engineering drawings & 3D visual, the preparation of a sample cavity for testing, the production of the moulds and shipping.