FAQ

FAQs

Here you will find answers to our most frequently asked questions. If you do not find the answer that you need then please do not hesitate to contact us.

Contents

  1. Delivery
  2. Nut, Dairy,Soya, Wheat and Egg allergies
  3. Are your chocolates suitable for vegetarians?
  4. Do you have any job vacancies?
  5. Can I select my own chocolates to fill a box?
  6. Do Lessiter’s offer tours of their factories?
  7. What is Lessiter’s policy regarding charitable donations?

 

1. Delivery

When will my order arrive?
Standard (�3.95) – we aim for your order to be with you in 3-5 working days. Please note that we do not send any orders over the weekend, in order to minimise the risk of chocolate being stored incorrectly and your goods arriving with you in an unsatisfactory condition. Your order may be sent using either Royal Mail or APC courier service.

Express (�6.50) – Orders received before 1pm (excluding Fridays & Weekends) will be sent the same day (except Fridays) by either Royal Mail Special Next Day delivery OR APC courier service. Orders received after 1pm will be sent the following working day for delivery by the same method. Fridays are the exception, as we do not send orders over the weekend in order to prevent your goods being spoiled or damaged whilst being stored in the post.

The following grid can be used to gauge when your order is likely to arrive (excluding bank holidays):

 

Order by: Standard (3-5 Working Days) Express (Orders before 1pm next day)
1pm Monday Friday Tuesday
End of Monday Following Monday Wednesday
1pm Tuesday Saturday Wednesday
End of Tuesday Following Tuesday Thursday
1pm Wednesday Tuesday Thursday
End of Wednesday Following Wednesday Friday
1pm Thursday Wednesday Friday
End of Thursday Following Thursday Tuesday
Friday-Sunday (No Dispatches) Following Friday Tuesday

Christmas last posting dates:

Monday 18th December Standard Delivery
Wednesday 20th December (by 1pm) Express Delivery

Delays in delivery may occur in situations where the order quantity is exceptionally large (i.e. it exceeds the levels of stock which we hold). This will ensure that you get the freshest chocolates whether your order is large or small. We will notify you if this is the case.

Please note that we cannot guarentee these dates as we use Royal Mail as a guide and cannot take responsibility for any delays which occur as a result of circumstances beyond our control.

Royal Mail Christmas Last Postal Dates

2. Nut, Milk, Soya, Wheat and Egg allergies

Do your chocolates contain nuts?
Many of our chocolates contain nuts. Because we are a mixed-production facility everything that we make may contain traces of nuts. We cannot guarantee that anything we produce is nut-free.

Do your chocolates contain dairy products such as milk, cream or butter?
Milk and White chocolate both contain milk solids. Our truffles are all made using fresh cream. Some of our products contain butter. Because we are a mixed production facility we cannot guarantee that any of our chocolates do not contain traces of any dairy products.

Do your products contain soya?
We use an emulsifier called soya lecithin, which is derived from soya beans, in our chocolates.

Do your products contain Wheat?
We have now phased out the biscuit that sat atop our Amaretto, the new style is made with white chocolate and chopped hazelnuts. The Secret Truffletier is now a gluten free factory.

Do your products contain Egg?
We do not have any products that contain egg.

3. Are your chocolates suitable for vegetarians?

At present we have only one chocolate which is not suitable – the coffee cream. This chocolate uses shellac in the production of the coffee bean which sits on top of it. The coffee cream appears in some of our chocolate assortments. All of our other products are suitable for vegetarians.

4. Do you have any Job Vacancies?

Unfortunately we are not currently recruiting.

5. Can I select my own chocolates to fill a box?

Unfortunately, we are not equipped to deal with requests such as this for online orders and so we are not able to create bespoke gift boxes for individuals. Trading standards and food packaging and labelling regulations regarding the sale of food items are very strict and we do not have the equipment to meet these requirements for bespoke or pack-your-own boxes.

If you are able to visit our shop, however, we are able to fill a small box or bag with your own choice of chocolates from our deli counter. Unfortunately, this only applies to the fresh deli counter and customers who take the goods on the spot.

6. What is The Secret Truffletier’s policy regarding charitable donations?

The Secret Truffletier has a nominated charity policy. Although this no longer means that we are able to help such wide range of local charities and community groups, it does mean that we are able to provide better support to the people that we are helping. We endeavor to support either a local charity, or a local branch of a major charity.

If you would like to be considered as a nominated charity at our next review then please contact us with details of your charity and the contact information for the relevant person.

The Secret Truffletier are currently supporting The Garden House Hospice in Welwyn Garden City. The Garden House Hospice provide free care and support to people living with cancer and other life-limiting illnesses, and their families, in East Hertfordshire.