Frequently Asked Questions

About Our Products

Are all products on Siocolat.uk sugar-free?

Not necessarily. All Siocolat-branded products are made without refined or added sugar. However, Siocolat.uk also offers products from independent brands and suppliers, and their ingredients and nutritional profiles may differ.

Please check the individual product description, ingredients and nutritional information before purchasing.

Are all your products made by Siocolat?

No. In addition to our own Siocolat products, we offer carefully selected products from approved independent brands and suppliers.

The brand or supplier is normally identified on the product page.

What makes Siocolat products sugar-free?

Siocolat-branded products are made without added or refined sugar. We use plant-based sweeteners, primarily stevia, and may use other suitable sweeteners depending on the recipe.

Products supplied by other brands may use different sweeteners. Always check the product page and label for the exact ingredients.

What sweeteners do you use?

Most Siocolat-branded products use organic ground stevia leaves. Some Siocolat products and products from partner brands may contain other sweeteners, including sugar alcohols such as maltitol or erythritol.

The exact sweetener is listed in the product’s ingredients.

Can maltitol or other sugar alcohols cause stomach discomfort?

Some people may experience bloating, gas or a laxative effect after consuming sugar alcohols, particularly in larger quantities.

If you are sensitive to sugar alcohols, check the ingredients and begin with a small serving.

Are all your products vegan?

No. Many Siocolat-branded products are vegan, but some products—including certain confectionery and partner-brand products—may contain milk, gelatine or other animal-derived ingredients.

Look for the vegan statement on the individual product page and always check the product label.

Are all your products gluten-free?

No. Some products may contain gluten or may be produced in facilities that handle gluten-containing ingredients.

Please check the ingredients, allergen information and product label before consuming. Contact us before ordering if you need help finding a suitable product.

Do your products contain nuts?

Some products contain nuts, peanuts or ingredients produced in facilities that handle them.

Always check the allergen information on the product page and the packaging supplied with your order. If you have a serious allergy, contact us before purchasing.

Are your products suitable for people with diabetes?

Some customers managing their sugar intake choose Siocolat products because our own range is made without added sugar. However, “sugar-free” does not automatically mean carbohydrate-free or suitable for every person with diabetes.

Check the ingredients, total carbohydrates, serving size and nutritional information. If you manage diabetes or another medical condition, follow the advice of your doctor or healthcare professional.

Will sugar-free products affect my blood glucose?

They may. Sugar-free products can still contain carbohydrates, and individual responses to sweeteners and other ingredients vary.

Check the nutritional information, consider the serving size and monitor your own response where appropriate.

Are your products keto-friendly?

Some products may be suitable for a lower-carbohydrate eating plan, but this depends on the total carbohydrates per serving and your personal requirements.

Please review the product’s nutritional information rather than relying only on a “sugar-free” claim.

What are your bestselling Siocolat products?

Our sugar-free vegan hot chocolate and sugar-free chocolate rice porridge, also known as champorado, are among our best-known products and are excellent starting choices for new customers.

What does champorado taste like?

Champorado is a comforting Filipino chocolate rice porridge with a rich, chocolatey flavour. Siocolat’s version is a vegan take on the traditional dish and is made without added sugar.

What other products do you sell?

Our growing selection includes:

• Siocolat chocolate and matcha drinks

• Champorado and other breakfast or dessert mixes

• Protein and functional beverages

• Coffee, teas and herbal infusions

• Snacks and confectionery

• Spreads, toppings, dips and sauces

• Vitamins and supplements

• Skin and hair products

• Home accessories

• Pet products

• Products from selected independent brands

Availability may change as new products and suppliers are added.

Suppliers and Warehouses

Where are your products dispatched from?

Our products are held at different Siocolat, supplier and partner warehouse locations. Many products are dispatched from within the United Kingdom, while others may be dispatched from another country.

Dispatch location and delivery availability vary by product.

Why might my order arrive in separate parcels?

Products stored at different warehouses are dispatched separately. An order containing several products may therefore arrive in two or more parcels, on different dates and through different couriers.

Receiving one parcel does not necessarily mean that the rest of your order is missing.

Can products from different suppliers be combined into one parcel?

Usually not. Each supplier or warehouse prepares and dispatches its own products, so items from different locations normally cannot be combined.

Will I receive more than one tracking number?

You may receive a separate dispatch confirmation and tracking number for each parcel. Tracking availability depends on the supplier and courier.

Please also check your spam or junk folder for dispatch emails.

Delivery Charges

Does free UK shipping apply to every product?

No. Free UK delivery may apply to eligible Siocolat products, but it does not apply automatically to all products sold on the website.

Some partner brands and suppliers charge their own delivery fees. The applicable charges will be displayed at checkout before you pay.

Why am I being charged more than one delivery fee?

If your order contains products from different suppliers or warehouses, each supplier may apply its own delivery charge.

Charges can also vary according to the parcel’s size and weight, delivery destination and courier service. Please review the complete order summary before placing your order.

Why does the delivery charge change when I add another product?

The additional product may be dispatched by a different supplier or from another warehouse. This can result in an additional delivery charge.

UK and International Delivery

Do you deliver throughout the United Kingdom?

Many of our products are available for UK delivery. However, certain suppliers may exclude or charge more for delivery to Northern Ireland, the Scottish Highlands, UK islands, the Channel Islands or other remote locations.

Availability and charges are confirmed during checkout.

Do you ship internationally?

Some products can be shipped internationally, but not every product is available for worldwide delivery.

International availability depends on:

• The individual supplier’s delivery area

• The warehouse location

• The type of product

• Courier restrictions

• Customs and import regulations in the destination country

If a product cannot be delivered to your address, this should be indicated during checkout.

Why can one product be delivered to my country but another cannot?

Products are supplied from different locations and are subject to different courier, customs and import restrictions.

Food, supplements, liquids, cosmetics and certain other products may be restricted in some countries. Individual suppliers also decide which countries they serve.

Will I have to pay customs duties or import taxes?

Orders crossing international borders may be subject to customs duties, import taxes, handling fees or other local charges.

Unless specifically stated as included at checkout, these charges are the customer’s responsibility. Siocolat cannot control or predict charges imposed by customs authorities.

Customers should check their country’s import requirements before ordering.

What happens if customs delays or refuses my parcel?

Customs procedures are outside the control of Siocolat and its suppliers. Customers must provide any information requested by the courier or customs authority and pay applicable charges.

If a parcel is refused, unclaimed or returned because import charges were not paid or local import restrictions were not checked, any eligible refund will be processed after the parcel has been returned. Original delivery charges, return costs and other unrecoverable expenses may be deducted where legally permitted.

Dispatch and Delivery Times

How long does delivery take?

Siocolat-stocked products are normally dispatched within two to three working days. Products supplied by partner brands may have different processing and delivery times.

Delivery also depends on the warehouse location, destination and courier. If your order contains products from several suppliers, the parcels may arrive on different dates.

Which couriers do you use?

Siocolat and our suppliers use different couriers depending on the product and delivery destination. These may include Royal Mail, Evri, Yodel, FedEx, UPS and DHL.

The courier used for your order may be shown in your dispatch confirmation.

What should I do if only part of my order has arrived?

Check your dispatch emails and tracking details first. Your remaining products may have been sent separately from another warehouse.

If the estimated delivery period has passed, contact us with your order number and the name of the missing product.

Can chocolate melt during delivery?

Chocolate is temperature-sensitive. We take reasonable care when packing Siocolat products, but unusually warm weather can affect their appearance or texture.

Products dispatched directly by partner suppliers will be packed according to that supplier’s procedures.

Orders, Payments and Cancellations

What payment methods do you accept?

Available payment methods are displayed during checkout and may include major debit and credit cards, PayPal and supported digital wallets such as Apple Pay and Google Pay.

Payment options may vary according to your country, currency or device.

What currencies can I use?

The website supports several currencies. You can select your country or region using the country and currency selector on the website.

Your bank or payment provider may apply its own currency-conversion charges.

Can I change or cancel my order?

Contact us as soon as possible. Because orders may be sent directly to suppliers for fulfilment, we cannot guarantee changes or cancellations once processing has started.

This does not affect your statutory consumer rights.

Can I change my delivery address after ordering?

Contact us immediately if you notice an error. An address normally cannot be changed after a supplier or warehouse has processed or dispatched the parcel.

Customers are responsible for providing a complete and accurate delivery address.

Returns, Damaged Products and Refunds

How can I return an item?

Email sugar-free@siocolat.uk before returning any product. We will check the product’s supplier, return eligibility and correct return address, and then provide instructions.

Do not send a product back without contacting us first, as products from different suppliers may need to be returned to different locations.

Are all returns free?

Not necessarily. Whether return postage is free depends on the reason for the return, the supplier’s arrangements and your applicable consumer rights.

We will confirm the return instructions and any applicable costs before you send the item.

Can I return products from different suppliers together?

Usually not. Products must normally be returned to the supplier or warehouse from which they were dispatched. Items from different suppliers may require separate return authorisations, addresses and parcels.

What should I do if an item arrives damaged, faulty or incorrect?

Contact us promptly at sugar-free@siocolat.uk and provide:

• Your order number

• The product name

• A description of the problem

• Clear photographs of the product

• Photographs of the packaging and delivery label

Keep the product and all packaging until the matter has been reviewed.

Can food, supplements or sealed products be returned?

Some perishable, consumable, personalised, hygiene-sensitive or sealed products may not be eligible for return after opening, unless they are faulty, damaged or incorrectly supplied.

Contact us before returning anything and review our Refund Policy for full details.

Storage and Product Information

How should I store Siocolat products?

Store products in a cool, dry place away from direct sunlight, moisture and strong odours. Reseal opened packaging where applicable.

Always follow the storage instructions printed on the individual product’s packaging.

How long do your products last?

Shelf life varies by product and supplier. Check the best-before or use-by date printed on the packaging.

Many Siocolat dry mixes are shelf-stable for six months or longer when stored correctly, but the date on the individual product should always be followed.

Can ingredients or packaging change?

Yes. Manufacturers and suppliers may occasionally update ingredients, formulations, packaging or labels.

Always check the physical label before using or consuming a product, especially if you have allergies, dietary requirements or ingredient sensitivities.

Social Impact and Sustainability

How does Siocolat support social causes?

A portion of Siocolat’s profits supports the United Nations World Food Programme’s ShareTheMeal initiative, including assistance for communities affected by climate-related disasters.

Are all products organic or sustainably sourced?

No. Siocolat aims to use quality organic ingredients in many of its own recipes and to support responsible sourcing where possible. However, products from independent suppliers have their own ingredients, sourcing standards and certifications.

Only products specifically identified as organic should be considered organic.

Contact and Wholesale

How can I contact customer service?

You can contact us through:

• Email: sugar-free@siocolat.uk

• The contact form or chat facility on Siocolat.uk

• Our official social-media channels

Please include your order number and the specific product concerned. This is particularly important when an order contains products from more than one supplier.

Do you offer wholesale opportunities?

Yes. Wholesale opportunities may be available for selected Siocolat products. Contact us to discuss product availability, wholesale prices and minimum order quantities.

Is my payment and personal information secure?

Siocolat.uk is powered by Shopify and uses secure payment processes. Please review our Privacy Policy for information about how personal data is collected, used and protected.