FAQs
1. What products does Sur Chocolates specialise in?
Sur Chocolates specialises in selling gourmet Argentinian Alfajores & Chocolates. Our top-selling products include the Alfajor CORTADO, a coffee biscuit with Dulce de Leche coated in 45% Milk Colombian Chocolate, and the Alfajor CHOCOTORTA, a delicious combination of cream cheese, dulce de leche, and chocolate. We have more than 12 flavours of alfajores, limited editions or seasonal. We also make truffles, dragées and bars, always using Latin American origin chocolate.
1. How to store alfajores and chocolates?
Our chocolates should be stored at 14 - 19 degrees Celcius in a dry place, away from the sunlight and strong smells. Fridge is not advisable (unless is a hot day so you put them in the fridge 20 mins before eating)
3. Can I return or get a refund for my purchase?
We very much hope that you will enjoy your SUR CHOCOLATES choice, but if your product is damaged or substandard, we are happy to arrange a refund or resend the order. However, please note that we cannot accept returns as perishable goods cannot be returned. To request a refund or replacement, please contact us at info@surchocolates.co.uk within 7 days of receiving your order.
4. How long does it take to receive a refund?
Once your refund request is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If you haven't received your refund yet, please check your bank account first, then contact your credit card company, and finally, contact your bank. If you still haven't received your refund, please reach out to us at info@surchocolates.co.uk.
5. Can I replace an item in my order?
If you have changed your mind and would like to replace any item in your order, we will do our best to help you out. However, we can only replace items if the dispatched or pick-up email hasn't been sent. Please note that all our products are made fresh, so some delivery times may apply.
6. What are the shipping options and delivery times?
We offer different shipping options depending on the weight of your order and the destination. Here are the standard delivery options:
- ROYAL MAIL Standard Delivery: £4.90 for 1 items up to 2 kg. Delivery takes 3-4 working days.
- ROYAL MAIL First Class: £6.90 for items up to 2 kg. Delivery takes 1-3 working days.
- Standard Delivery TRACKED (DPD) 0kg – 2kg: £6.50 for items up to 2 kg. Delivery takes 2-3 working days.
- Standard Delivery TRACKED (DPD) 2kg – 5kg: £9.99 from 2 kg up to 5 kg. Delivery takes 2-3 working days.
- STANDARD Delivery TRACKED 5kg – 10kg: £16 for items from 5 kg up to 10 kg. Delivery takes 1-3 working days.
Please note that extra days and charges may apply for deliveries to the Channel Islands, Northern Ireland, and remote parts of the UK. For international shipping, please contact us for more information.
7. Can I get international shipping?
Yes, we offer international shipping to certain countries. For EU shipping to France, we use DPD International with different rates depending on the weight of your order. For shipping to the USA and Canada, the cost is £45 for 1 or more items up to 4 kg, and delivery takes 3 to 5 working days. For other international shipping inquiries, please contact us at info@surchocolates.co.uk.
8. Can I get a refund for sale items?
Unfortunately, we can only refund regular priced items. Sale items cannot be refunded.
9. How do I contact Sur Chocolates for further assistance?
If you have any further questions or need assistance, please feel free to contact us at info@surchocolates.co.uk. We are here to help!