FAQ

Is our chocolate fair trade?

Yes! But no!! We do not carry fair-trade certification. The way we see it fair-trade is an acceptable low bar to set for mass produced industrial chocolate.  Our organic 100g bars are made from agro-forestry grown cacao coming from cooperatives in Peru that are often both organic and fair-trade certified. We visit the producers when we can and are certain that the organisations we work with in Peru are committed to building communities and  are paying the extra premiums to the farmers regularly. Beyond paying premiums, when crises such as floods or COV-19 impact these rural communities, there is both practical and financial support from our partners to help farmers through.

World market cocoa prices change dramatically and frequently depending on a number of factors. Due to several successive low harvests in West Africa caused by climate change and under-investment by big industry the global price for cacao has reached unprecedented highs in 2024, this continues into 2025.

It has become clear to us over time that although fair-trade and organic certification schemes can add value to the supply chain, they can also become an obstacle. Our goal is to protect biodiversity and look after people, that won’t change. Just because a chocolate is not certified does not mean that it is either damaging to the environment or unethical.

Is our factory at Knowes Farm open to the public?

Yes! We are now open to the public for tours of our chocolate factory which can be booked here. We also welcome visitors to drop by and pick up chocolate directly from our factory storeroom. Please order online and select ‘Pickup at Knowes’ as the shipping option. Our opening hours are Monday to Friday, 9am – 4pm. Tours should be booked in advance, but if you’d just like to call by for chocolate, you’re very welcome during these hours.

Do we use palm oil?

No. We don’t use palm oil (sustainable or otherwise) in any of our products.

Does our packaging contain plastic?

All bars are made from a home compostable inner wrap and FSC certified outer card (Zero Plastic!). Almost all the packaging we make is create is free from plastic, but with a few exceptions such as the lids of our bonbon boxes, which are made from favourable recycled RPET-plastic.  We are always on the lookout for new innovative packaging materials that are made responsibly and from sustainable natural resources. We will continue to do the right thing not because it’s popular, but because it’s the right thing to do. That’s why we didn’t get on the plastic free packaging train earlier on, as many of the materials being made were heavy weight and actually creating more emissions than plastic. Times have changed though, and the packaging industry is getting cleaner!

Is your chocolate gluten free?

Yes! We don’t use any gluten in any of our products, although we occasionally eat a sandwich at lunch so our products are not certified gluten free.

Is our chocolate suitable for vegetarians?

Yes! All our chocolate is suitable for vegetarians.

Is our chocolate suitable for vegans?

Mostly!! We don’t use any weird hidden animal products. We do however use UK organic dairy in our milk and white chocolate and cream in our classic and caramel bonbons, we use a bit of honey too which we sometimes collect from our own beehives. But our dark chocolate is dairy free, and that’s most of our product line. If it doesn’t say it in the ingredients panel, then it’s not in there. As we do use dairy and various nuts in our factory, there will quite likely be traces, so if you have a severe lactose or nut allergy please take this risk into consideration.

Subscriptions

Signing up for a subscription with us will save you time and money. You can either gift a 3, 6, or 12 month subscription to a loved one (be prepared to earn some serious brownie points) or it’s great when you want to keep stock of your favourite chocolate. Let us know and we’ll send it to you without fuss around the 5th of every month. Please note your first subscription package will be sent out to you around the 5th of the following month, but if you need it sooner get in touch and we’ll see what we can do.

Shelf life

Most products, including all the chocolate bars and hot chocolates have 2 year shelf life from production, they don’t sit on our shelves for very long before they are on a retailers shelf. In some cases chocolate definitely improves with age (like a fine wine!) but not in the case of bonbons, which are best fresh. We don’t use any added preservatives, Friederike has maximised their natural shelf life by creating technical recipes that keep the ingredients pure and don’t compromise the quality.  The bonbons are being made fresh in our factory every week, they will typically arrive with 4 to 5 weeks until their best before date, caramels a few weeks longer.

Where do we source our cacao?

Almost entirely South America, mainly Peru, but also Belize and Mexico. For more info check out our cacao sourcing page

What is the shipping time?

We typically ship out Monday to Friday on the day, or day after, your order is placed. You can choose either DPD or Royal Mail depending on your postcode. Overseas or highlands orders going with Royal Mail will take longer.

Will I have to pay customs duties or taxes on my order?

International orders may be subject to import duties, taxes, or other fees once they reach your country. These charges are determined by local customs authorities and vary depending on your location. Customers are responsible for paying any such duties or fees, as they are not included in our product prices or shipping costs. We recommend checking with your local customs office for more information before placing your order.

I can’t select my destination at checkout

That’s because we don’t ship to your destination, sorry. We found that some destinations were just too tricky or expensive to ship too. If it’s really important to get our chocolate to and you don’t have a local alternative, then write to us we’ll do our best for you.

What’s your Refund / Replace policy?

If you are not happy with our products or service for any reason please let us know, we love the feedback and it helps us improve. Provided you have a good reason to request a refund or replacement we’ll get it sorted.

Can I have free chocolate?

No. Well, maybe. Why do you want free chocolate? Are you going to do something really cool with it? We get quite a few requests from people asking to sample our chocolate before they order online. If you have a good cause drop us a line, we’ll consider it but nearly all of our donations are focused supporting environmental organisations via 1% for the planet.

I want to stock Chocolate Tree in my shop

Great! We supply independant retailers across the globe. Drop us a line and tell us more about your business.

I am here in (…..) where is my closest stockist?

Because we partner with wholesalers it’s hard to know exactly where all our chocolate goes! Our chocolate goes out all over the world. If it’s not in your local, then ask them to get in touch with us. If you write to us we’ll do our best to find out for you 🙂

Do you really make chocolate?

Yes.