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Shipping & Delivery
How much is the delivery fee?
For orders requested to be delivered from 10:00 AM till 07:00 PM 7 days a week & for value less than 400/-AED, the fee is 50/-AED in Dubai, 100 in (Sharjah, Ajman) & 200 in other Emirates. If your request falls outside of our normal working hours or delivery locations, we add an additional fee. However, this will be discussed and confirmed with you before proceeding with your order
What are your delivery timing?
Our daily official delivery timings start from 10:00 AM until 07:00 PM.
Where do you deliver to?
We currently operate in UAE. We deliver to Dubai City, Sharjah City, Ajman City, Ras AL Khaimah City, Kalba City, Fujairah City, Abu Dhabi City & Al Ain City.
We keep extending in other areas, so stay tuned.
How can I complain After Delivery?
The recipient undertakes to immediately check the goods for completeness and condition on receipt. Any complaints regarding quality and completeness must be conveyed to Xocolatl ([email protected]) without delay – at the latest within 24 hours of receipt – or the delivery will be deemed accepted.
Xocolatl cannot be held liable for damage in transit or resulting from improper storage of the goods following receipt by the customer or persons acting on his/her behalf.
Would the sender’s details be disclosed to the recipient?
We will contact the sender first to inform them about the situation, If the sender refused to reveal their identity, we’ll try our best to not disclose any information unless the situation escalated
Can my order be delivered if I don’t know the exact address of the recipient?
Off Course! You have done your part to make someone happy, so let us handle the rest! As long as you can provide us with a correct mobile number to reach the recipient, we will contact them to arrange the best location and time of delivery. Alternatively, you can also provide us a Google Map link to be placed under the recipient address details even if you don’t know the exact delivery details.
Do you call the recipient?
Our delivery agents will need to call the recipient first even if the address is complete to check their availability and to make sure there no restrictions in the area.
What if the recipient cannot be reached at the provided mobile number or submitted address?
We will contact you again in hope that you can help us track down the recipient at an alternative location or through another contact number. Xocolatl will find a way to deliver your gift wherever the recipient is without ruining your surprise
How do I know if my order has been delivered?
Our team will send a confirmation and SMS/WHATSAPP to notify you that your order has reached the recipient successfully. You can also contact us on our WhatsApp number on +97152 924 5392 or through our support channel to track your order and our customer care representatives will help to keep you updated
do you charge a re-delivery fee?
We will cancel the undelivered order and you need to proceed with a new order
Can I change or request a specific delivery time slot after placing my order?
It’s possible, feel free to call us to arrange the required time slot. However, there will be an extra fee depending on time and location
Can you deliver a gift from another store along with my order?
Unfortunately, our team will be able to deliver Xocolatl products only
Orders
How can I check on my orders?
Please contact us through one of our support channels, our customer care representative will help you out with any inquiries you have. Also, you can contact us on our WhatsApp number on +97152 924 5392
Can I amend or cancel my order after it has been confirmed?
We want to make your gifting experience as smooth as possible, and we know that sometimes you might forget something or need to add another item. You can cancel or amend your order up until it has been prepared for shipping. We will keep you updated with the process through email and SMS updates, so you know exactly at which stage your order is. You can always reach out to our customer care representative through our WhatsApp number +97152 924 5392 or through one of our support channels if you need to get a prompt reply.
What if I accidentally placed my order in the wrong city?
We will arrange the same item in the correct city if it’s available or will offer a replacement with the same amount if the item is unavailable. We can also ship the ordered item to the correct city if needed (ex: from Dubai to Abu Dhabi, or from Dubai to Sharjah). However, there might be a chance that the delivery can’t be arranged on the same day, and a shipping fee will be added depending on the courier’s rates.
Can I return an unwanted gift?
Sometimes people might not want the gift we are delivering for whatever reason and in this specific case we don’t do refunds, but we would also recommend you consider re-gifting, perhaps you can turn your unwanted gift into someone else’s highlight of the day!
Can I Return/ exchange received Products?
There can be no return or exchange of products delivered to the customer in an undamaged and complete state.
Payments
What are the payment methods?
We try our best to offer our customers a wide variety of online payment options; Visa, MasterCard, PayPal, Apple Pay and our own gate payment”? “. We use the latest technology to make sure that your online payment details are safe. For those who prefer old school payment methods
Do you offer cash on delivery?
Instead of Cash on delivery & after placing your order, one of our customer care team will contact you and forward bank account details for online transfer. In case you’re unreachable or unresponsive after 2 call attempts and sending an email/what’s up to confirm the gift preparation, the order will be canceled.
What can I do if my Credit Card has been refused?
Sometimes credit cards could get rejected for multiple reasons. We won’t be able to process your order unless the online payment is done successfully. At any point, contact us through one of our support channels and our customer care representative can walk you through the necessary steps if needed, or through our WhatsApp number on +97152 924 5392. Please note that we will only prepare the gift upon successful payment.
Can I pay over the phone for my order?
In case you’re digitally challenged or craving human contact, contact us and one of our Xocolatl customer care representatives will easily forward bank account details for online transfer
What is your refund policy?
The customer gets a refund in the form of store credit if the payment method was Bank transfer or gets a refund through their bank if they paid online. In case the order is already prepared and can’t be delivered because the customer didn’t provide enough information regarding the address, we try reaching out to the sender and the recipient, if we can’t reach both, the order gets canceled with no refund. However, the customer can choose to send the gift to another address.
Products
Will the products be identical to the images on the website?
We like to think everyone, and everything is unique and irreplaceable, but we also understand you don’t want bubblegum when you order chocolates! We make every possible effort to ensure each product matches its image on our website. However, sometimes there might be some variations in shades of colors & decorations due to stock limitations. Since we also deal with decorations for most of our products, we may need to make a suitable replacement if one of the included decorations isn’t available. In these instances, we will be in touch with you directly to inform you about the situation and discuss your preferred solution.
What if the gift I ordered is unavailable?
First, we reach out to the sender to inform them about the situation. In case we couldn’t reach the sender and we’re close to the delivery time; we will cancel the order and refund the money
Accounts
Do I have to register to make a purchase?
No, you don’t need to register. Alternatively, you can place your order as a guest or using other login alternatives such as Facebook, Apple ID and Google Account to login directly. In all cases, we’ll need to collect your email address and phone number to facilitate delivering your order. But we advise you to register as your personal Xocolatl account comes with a range of benefits and handy tools; it allows you to manage your current orders, you’ll be able to receive members only exclusive offers, and will get quicker support from our customer care team.
What happens to my personal data?
We don’t collect personal data from non-registered users, the data we collect is mostly behavioral and anonymously marked. We collect name, email, and phone number upon registration or in case of order placement. The point of collecting the data is to facilitate and communicate order and delivery statuses, as well as to inform customers with our latest promotions, discounts and monthly newsletters. Your data is secure and protected; we don’t share your personal data points with any 3rd party without your prior consent.
Promotions
How do I redeem a discount code or voucher?
All of our discount codes can be redeemed either on the website. Simply insert the promotion code at shopping cart or checkout pages, you’ll find the “discount code” slot on the right side of the screen, and your total will recalculate automatically after adding your card details.
Can I use multiple promo codes for the same order?
Only one discount code is valid per order. In case of encountering any system glitch, kindly reach out to adjust the total amount.
Do you offer promotions?
Yes, we do! Make sure you register with us and download our application on Apple Store or Google Play to be notified upon launching any promotional campaign.
Do you offer packages?
Yes, we do! our customer care representative will help you out with all related details. Also, you can contact us on our WhatsApp number on +97152 924 5392
Do you offer discounts on cards?
Yes, we do! We are partners with
Are u available on other online platform?
Yes, we are available on TALABAT for Now. We keep extending in other platforms, so stay tuned.