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FAQ


PRODUCT


Are Neuhaus chocolates vegetarian?

Yes. Our chocolates do not contain animal fats and are consequently vegetarian.

Are Neuhaus chocolates vegan?

No. Our chocolate and fillings may contain milk, butter and/or eggs and are consequently not vegan.

Are Neuhaus chocolates Kosher?

No. Although our chocolates do not contain animal fats, they are not certified Kosher.

Are Neuhaus chocolates Halal?

No. Although our chocolates do not contain animal fats, they are not certified Halal.

Do Neuhaus chocolates contain gluten?

While many of our chocolates are made without wheat ingredients, all products may contain traces of gluten.

Are Neuhaus chocolates suitable for individuals with milk, nut or soy allergies?

No. Many of our chocolates contain nuts, milk, or soy ingredients, and many of our products may contain traces of those and other common allergens like eggs, sesame, gluten and groundnuts.

How should Neuhaus chocolates be stored?

Chocolate keeps best between 15 and 18°C, away from direct sunlight, and protected from moisture. Refrigerating or freezing chocolate is not recommended. A constant temperature is important, because the temperature changes influence the chocolate in a bad way.

How long can Neuhaus chocolates be stored?

On the packaging you can find a Best Before date. Best before dates are about quality, not safety. The food typically just begins to gradually lose its flavour and texture after that date.

Do Neuhaus chocolates contain alcohol?

Alcohol is used as a preservative or ingredient in the Assorted Liquor Pralines, the Manons, Bonbon 13, and the following Truffles: Marc de Champagne, Cognac and Tiramisu. We also offer many alcohol-free assortments, such as the Neuhaus Collection Milk Dark White, Neuhaus Collection Dark, Neuhaus Collection Milk, and our traditional Ballotins. For questions about a specific product not listed, please email us.

The chocolates have a white layer, what is it?

This phenomenom is called ‘fat bloom’. Fat bloom is caused by a thin layer of fat crystals on the surface of the chocolate. The chocolate loses its glow and a soft white layer appears. This layer gives the chocolate an unpleasant appearance. This problem should not be mistaken for the formation of mould. The cause of fat bloom is the re-crystallisation of fat and/or the migration of fatty fillings into the layer of chocolate. Storage at constant temperature delays the appearance of fat bloom.

Is it possible to choose every praline in a ballotin?

Yes, in our boutiques you can choose which pralines you want in your ballotin.

Do Neuhaus chocolates contain palm-oil

Neuhaus does not use palm-oil in the chocolate. Palm-oil is never used for the chocolate itself. For certain fillings, a little bit of palm-oil is used for the consistency of those fillings. Otherwise those fillings would be too liquid. The palm-oil that is used, is sustainable, in line with Neuhaus’ policy to use the best quality ingredients.


Ordering


Placing your order


How can I order two gifts to be delivered to a different address/ same address?

  • Send several gifts to ONE destination, ONE RECIPIENT

    1. Select your first gift and put it in the shopping cart.
    2. Notice the button at the right bottom of your cart "Add Another Item".
    3. Click on it.
    4. Select a new gift and you will see an option next to Delivery to send the gift to "Same Address - Same Recipient". Put the radial button there and add to shopping cart. Repeat for all gifts.
    5. When you use this system you will optimize your shipping and handling cost.
  • Send several gifts to ONE destination, SEVERAL RECIPIENTS

    1. Select your first gift and put it in the shopping cart.
    2. Notice the button at the right bottom of your cart "Add Another Item".
    3. Click on it.
    4. Select a new gift and you will see an option next to Delivery to send the gift to "Same Address - Different Recipient". Put the radial button there and add to shopping cart. Repeat for all gifts. Use this process even when ordering the same gift (do not just increase quantity in shopping cart).
    5. When you use this system you will optimize your shipping and handling cost.
  • Send gifts to SEVERAL destinations, SEVERAL RECIPIENTS

    1. Select your first gift and put in the shopping cart.
    2. Notice the button at the left bottom of your cart "Add Another Item".
    3. Click on it.
    4. Select a new gift and, if necessary, a different destination country in the proposed list, and you will see an option next to Delivery to send the gift to "Different Address - Different Recipient" Put the radial button there and add to shopping cart. Repeat for all gifts.
    5. When you use this system you will optimize your shipping and handling cost.

Can I add a personal message to my gift?

Yes. You can add a personal touch to all gifts. You will be able to select an occasion and add a personal gift message while you enter the address details of the recipient. Your personal gift message can be up to 1024 characters.

Is it possible to cancel the order?

Yes, it is possible to cancel your order, as long as the parcel has not been shipped yet. Please contact our Customer Service as soon as possible.

Is it possible to pay online and collect in a store?

Unfortunately it is not possible to order online and collect the chocolates in a store.

Is there a gift wrapping?

There is no special gift wrapping. The items are shipped as they are displayed on the website.

Will the gift you send look just like what I see on the website?

What you see is what you get. In the unlikely case one of the products is out of stock, we will attempt to contact you about substitutions and will upgrade your gift with a product of higher value.

Is there any billing information, pricing or invoice included in the box?

No, we never include invoices with gifts. We take pride in providing a comfortable gifting experience for both the sender and the recipient.I need to correct or check an order that I just placed.

I need to correct or check an order that I just placed.

You can review all order details and take action at your account center. Changes you can make at the account center:
- Change the gift message (only if the gift has not been packed or shipped)
- Edit your contact name, address and phone number
If the system does not allow you to make any of these changes, please call or email the customer service team for further assistance.


Shipping / Delivery


When will my gift be delivered?

We offer delivery Monday to Friday during business hours throughout Europe. Saturday delivery is currently offered in Belgium and France. The earliest delivery date is indicated if you click on the (?) next to the shipping method.

Can I request a specific hour of delivery?

Unfortunately this is not possible. We cannot predict the specific hours, our courier delivers during office hours.

Will the driver call before delivery to arrange a time?

Unfortunately it is not customary in Europe for shipping companies to call the recipient before delivery. Use of mobile phones in the field is considered a hazard to the driver. We apologize for any inconvenience this may cause. The phone number provided will be used by our staff or by the local depot of our delivery company to resolve any delivery issues that arose whenever possible.

Can you leave the gift at the door if no one is available?

As the majority of our deliveries are international deliveries, a signature is required for delivery. In case no one is present at the delivery address during delivery, our delivery company will leave a notice and the recipient should be able to arrange for a new delivery time. You can track this information directly in your Account Center.

What companies do you use to ship the gifts?

We use professional local and global shipping companies such as UPS, TNT, DPD, and ChronoPost. The volume of gifts we ship throughout Europe on a daily basis allows us to offer premium shipping services at a very low cost for the European market.

Are you able to ship chocolates during warm weather/summer?

Yes, we absolutely can ship chocolates during warm weather and to warm climates all year long. We select the appropriate packing material so the chocolates remain nicely with the temperature range of 10-25°C. When necessary we use Styrofoam packaging and frozen gel packs to ensure that your gift arrives in perfect condition.


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