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FAQs

FAQs

PRODUCT INFORMATION

How long will the Products last and how should I preserve them ?

Our products shine a spotlight on our time-tested techniques, artisanal movements, and know-how. We carefully select our ingredients for their flavour and characteristics. To preserve the most important elements of each ingredient and for optimal taste,  Felicità’s products must be stored as per the specifications below:-

CHOCOLATE BARS:

We advise you to keep our chocolates in a cool place between 14 and 18°C. They must be kept in their original packaging at the bottom of the refrigerator, as they are very sensitive to aromas. They are best consumed within 4-6 months from the manufacturing date.


COATED NUTS (DRAGEES):

We advise you to keep our chocolates in a cool place between 14 and 18°C. They must be kept in their original packaging and place them at the bottom of the refrigerator, as they are very sensitive to aromas. They are best consumed within 4-6 months from the manufacturing date.


CHOCOLATE GANACHES, PRALINES AND BONBONS:

We advise you to keep our chocolates in a cool place between 14 and 18°C. They must be kept in their original packaging and place them at the bottom of the refrigerator, as they are very sensitive to aromas. They are best consumed within 3 months from the manufacturing date.


TRAIL MIXES, GRANOLA AND FLAVOURED DRY-FRUITS:

We advise you keep our products in their original packaging and in a cool and dry place. They are best consumed within 3-4 months of manufacturing date.


HOT CHOCOLATE AND SPREADS:

Spreads: We advise you keep our spreads and hot chocolate in their original packaging and place them in the refrigerator. Once opened, spreads are best consumed within 1 month & hot chocolate is best consumed within 4-6 months from manufacturing date.  

Where can I find the use-by date for your chocolates and other products ?

Each product is clearly labelled with a use-by date. It can vary between 1 and 12 months depending on the product type.

Can I consume a product after its use-by date ?

We do not recommend consuming products beyond the best before (or use-by) date.

Where do your products originate ?

All our products (chocolates, bars, trail mixes, granola, flavored dry-fruits, hot chocolate and spreads) are made in our central kitchen facility in Mumbai. 

What are the allergens included in your products ?

On our website, you can find the ingredients used in our products and allergens suitable for, in the detailed description of each product category. Our products are made in our central kitchen that handles nuts, milk, soya and gluten and hence may contain traces of same

Do you have products that are nut free vegan, vegetarian, sugar free and gluten free ?

Yes we do.
All of our chocolates, bars,  trail mixes, granola, flavored dry-fruits, hot chocolate and spreads  are vegetarian friendly. Our menu has definitive options for vegetarian patrons along with a couple of other dietary restrictions such as sugar free, nut free, gluten free and vegan. 
Currently, some of our chocolates are vegan friendly, lactose free & sugar free. On our website, you can find the ingredients used in our products and allergens suitable for, in the detailed description of each product category.

Do you offer organically certified products and use organic ingredients to make your products ?

Currently we do use raw cane sugar to make our nutty bars, granola and other products, however, we since we do not operate from a facility that handles 100% organic products and hence doesn’t have an organic certification, we do not label our products as organic

Do you use artificial colours and non-edible ingredients in your product?

We do not use artificial colours or non-edible ingredients in our products. Only vegetable based colours are used. We consider crystallised and freeze dried herbs and flower petals such as rose, violet and lavender to be edible gourmet items.

 

Where do the cacao beans used in your products come from ?

Currently, our couvertures are sourced from the following countries: India, Ecuador, Guatemala, Dominican Republic, Colombia and Tanzania etc. 

What do you mean by single origin chocolate ?

Fundamentally it implies that all the cocoa in a specific chocolate bar originates from a ‘Single Geographical Area’ and has not been mixed with cacao from any other region.

Does our chocolate have any added preservatives?

No we do not add any artificial additives, preservatives or emulsifiers in our chocolate. 

What do the percentages denote on each chocolate?

It's a basic proportion by weight of cocoa beans to sugar. The percentage refers to the measure of cocoa solids in a given chocolate bars. Higher the percentages, darker or more intense the chocolate will be.

ONLINE ORDERING

How do I place an order?

You can order our products from this website by clicking on the tab "Shop Online". After having chosen your shipping mode and products, you must add them to your shopping cart. You then need to log into your account by entering your email address and password. If you haven't got an account yet, you need to fill out the registration form. Enter your delivery address and billing address. If you would like to do so, you can add a personal message to your order. You must then accept our general terms and conditions of sale before proceeding to the secure payment gateway. Once your order is accepted and the online payment is successfully made, a confirmation email with your order number will be sent to you.

 

Can I add a personal message?

We do offer you the possibility to add a personalized message to your order. This can be done when selecting the delivery options for your order.
Once you have entered the delivery address, you will find a field at the bottom of the page namely 'Add Personalized Message,’ where you can enter your message.
Note: Only one message can be entered per order. At the current time, it is not possible to write multiple messages, so if you wish to do so you will have to submit two or more separate orders.

What happens after I place my order?

Once you’ve placed your order, you will receive a confirmation email. We will, notify you when you package(s) are dispatched and, inform you on delivery lead-time and delivery date.

I have not received an order confirmation email.

If you haven't received a confirmation email, please check your spam and/or junk folders of your email account. In normal circumstances, you should receive an email confirmation within 24 hours from your order placed time.
In case you still haven’t received the order confirmation email, contact us using our contact form. Please state your order number if you have one available or complete the contact form with as many details of your order such that it makes it easy for our team to trace your order and promptly revert to you with a suitable response. In case your order delivery date is nearing, call us at +91-9819097771.
You can also check your order status/progress in ‘My account’ --> ‘My orders’

Where can I find my order number?

Your order number may be found in your confirmation email. You can also find it in ‘My account’ --> ‘My orders’

I would like to check my order progress.

You can find your order status in ‘My account’ --> ‘My orders’

What happens if I want to amend my order?

Yes, your order can be amended if you inform the change ‘Within 24 hours’ of placing an order by sending us an email on reachus@felicitachocolates.com or calling by calling us on +91-9819097771. Once the payment is registered and accepted, you will not be able to change your order. You cannot add or delete articles to an order previously accepted and registered.

Once I have placed the order, can I cancel it?

In case you wish to cancel your order, you must notify us within 24 hours of placing the order by sending us an email on reachus@felicitachocolates.com  or calling us on +91-9819097771. However, it will not be possible to cancel or modify your order once the order has been dispatched (even if the dispatch takes place within the 24 hours order placement window).
A refund for a successfully cancelled order will only be made in the form of ‘online store’ credit and will be processed after confirmation of cancellation.

Is an invoice sent with each order package?

Yes, an invoice is sent with each shipment.

I would like to order a present for a close relation.

We take the greatest care of every order we receive. Felicità offers you the possibility to write a personal message for your addressee. In this case, no invoice is sent with the shipment. Only a preparatory bill is handed with the package.

Do you have gift certificates?

We do not offer gift certificates at this point of time.

 

BULK AND CUSTOMISED ORDERS

I want to place a ‘Bulk Order’ for products, who should I contact?

For bulk order inquiry, please fill in the ‘contact form.’ A client relationship team member will promptly revert to your query within 24 hrs.

How much notice do I need to give to place a bulk/ corporate order?

Your order needs to be placed at least 7 days in advance if you want a bulk order. Please contact us by sending an email on reachus@felicitachocolates.com or by calling us on +91-9819097771 to speak with someone from our client relationship team.

Note:- In some cases involving customisation, the above timeline may be extended. A delivery lead time and delivery date will only be offered once the order is fully confirmed and supported by the necessary advance payment.

Can I customize my product or gift box? What is the minimum quantity for customisation?

We can customise all products (chocolates, bars, trail mixes, granola, flavored dry-fruits, hot chocolate and spreads) and gift hampers for your personal, corporate and/or festive celebrations.
Products can be customized as per boxes, flavour and dietary restrictions.
For customized packaging requirements, the general lead-time is 1-2 weeks. MOQ of 50 pcs is required. 
For any further assistance, please contact us by sending an email on reachus@felicitachocolates.com or by calling us on +91-9819097771 to speak with someone from our client relationship team.

PAYMENTS

How can I pay online?

You can pay on the website using the following methods: Debit Card- Mastercard, Visa, Diners Club, Credit Card- Mastercard, Visa, American Express Wallets- Google Pay, PayTM and Cash on Delivery

Is the payment secure?

The payments made on our website and the information related to your order are secured. This information is encrypted and protected by our partner online payment service.

Do you accept COD?

Yes, we do accept Cash on Delivery. Terms and Conditions apply

Can I pay half the amount now and half on receipt on the order?

No, you are required to pay the whole amount in order for us to dispatch your package.

When is the payment taken into account?

Your selected payment method will be charged when your order is placed. An order confirmation email will be sent to you containing all the necessary details of your order.

What can I do if the payment is dishonoured?

If your payment is rejected, your order is automatically cancelled. You would be prompted to use an alternate payment method or instrument.

What if I live abroad?

We don’t deliver out of India yet, but if you want to gift someone in India with a message card, we do accept payments from international cards! For cakes, pastries and macarons we only deliver in Mumbai.

CLIENT ACCOUNT

How do I create an account?

To subscribe, please complete the registration form by clicking here. You can also access this registration form after the summary of your shopping cart.

Why should I create an account?

Creating an account allows you to follow your order status, update your personal information, manage your password and follow our products through our newsletters.

How can I update my personal details?

To update your personal details, you need to log into your account with your email address and password. Then in the section ‘My Account’, click ‘My information’

I have forgotten my password, how can I access my account?

You just need to click on the link "Forgot your password?" and enter the email address used for your Felicità account. An email will be sent to you in order to set up your new password.

How can I unsubscribe from the newsletter?

You can decide to stop receiving our newsletter by clicking on the link ‘Unsubscribe’ at the bottom of each mail you receive from us. You can also unsubscribe when logged into your account, in the section ‘My Account’ and then ‘My Subscription’

DAMAGES

What if the products received are damaged?

We hope that you are happy with your order purchase. However upon receiving your order and in case of any damaged, missing or incorrect products in your order, please notify us promptly via email on reachus@felicitachocolates.com . Upon further investigation, if any errors in order processing are found, we will offer you an ‘online store’ credit. The complaint notification email should be sent to us within 24 hours of the order having been delivered to you. Our team may need further information to help with solving your complaint and this information must be provided to us within 72 hours of original complaint notification email being sent to us. Subject to our findings and in conjunction with our Terms and conditions, we may as a gesture of goodwill, offer you an ‘online store’ credit of the part or full value of your order including shipping charges. Please allow us 7 days to arrange for replacements to any damaged, missing or incorrect products in your original order.

What if the products received do not taste right?

All our products are developed by rigorous research and development and continuously tested for the perfect flavour, one that will appeal to our customers. Since taste is usually subjective, we cannot accept returns or provide refunds merely because the taste of any product may not be as per your liking.

Can I return an item/order?

For hygienic reasons we do not accept returns on any food products and hence no orders can be taken back.

DELIVERY

How are your products shipped?

Delivery times are estimated at between 72 hrs and 96 hrs for the delivering to Indian cities we currently ship to. For deliveries in Mumbai the delivery time estimates are 36hrs to 48hrs. We use specially designed packaging to guarantee that the temperature of our creations remains at between 8 and 18°C for 72 hours, ensuring our products retain all their olfactory and aesthetic qualities, not to mention their taste. Delivery times are estimated at between 72 hrs and 96 hrs for the Indian Cities. • For an order placed on Monday – estimated delivery by Thursday or Friday
• For an order placed on Tuesday – estimated delivery by Friday or Monday
• For an order placed on Wednesday – estimated delivery by Saturday or Monday
• For an order placed on Thursday – estimated delivery by Monday or Tuesday
• For an order placed on Friday – estimated delivery by Wednesday or Thursday
• For an order placed at the weekend – estimated delivery by Thursday or Friday

What are the shipping charges?

A lot of care and efficiency goes into making sure you receive your products perfectly. Logistics will be handled by Courier partner services who will be delivering the box from Mumbai to your city by surface/air. The shipping charge defers based on volumetric weight of the product that is calculated at the time of checkout.

What happens if I'm not at home to receive the delivery?

As soon as your order has been dispatched, you will automatically receive an email with a tracking number.
If the recipient is out at the time of delivery, our partner courier company will post a card informing you that we tried to drop off the package. You will then be required to coordinate with our partner courier company on .

How can I track my order?

To track your parcel, please go to the ‘My Account’ section. Here you will find all the necessary information, including your parcel’s tracking number and the progress of your delivery.

How do I modify my order? Can I change the date of delivery?

If you wish to make a change to your order, our team would be happy to help. Please contact us by sending an email on  reachus@felicitachocolates.com or by calling us on +91-9819097771 to speak with someone from our client relationship team. We can arrange to change the delivery date if you contact us within 6 hours of placing your order or if your order has not been already dispatched.

Do you deliver to my city?

You can confirm if we deliver to a particular city by entering your pin code in the box that says Check Availability. It will let you know if we deliver to you. For any further assistance, please contact us by sending an email on reachus@felicitachocolates.com in or by calling us on +91-9819097771 to speak with someone from our client relationship team.

MISCELLANEOUS

 

What do I do if I have encountered a technical problem during my purchase?

Our technical support team is on hand to help. Please contact us by sending an email on reachus@felicitachocolates.com or by calling us on +91-9819097771 to speak with someone from our client relationship team.

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