Customer Service

Please read these conditions carefully before using the Coco Chocolate website. By using this website, you signify your agreement to be bound by these conditions.


Please note we take every care for your packages to arrive safely and on time. We use Australia Post Express which is usually next day delivery but this cannot be guaranteed. On very hot days delivery is delayed. Cool packs are used in warmer months but sent at your own risk. We advise sending Christmas gifts 7 days before Christmas Day to ensure delivery due to volume delays by Australia Post at this busy time. If you would like to send your own courier to pick up for you at our Kirribilli store, please advise us your order to ready for pick up on 99224998. Thank you.

Last post office day Christmas 2017 is Thursday 21st December. Orders received after 4.00pm on this day will not be sent until after Boxing Day.


We are happy to offer a free courier service form our Kirribilli store to the Coco Chocolate studio at Middle Head if this is a more convenient pick up spot and you do not wish for online delivery. Please call Kirribilli to order your selection and preferred time for pickup (by appointment only)


If you pay by credit card, your details are handled securely by Coco using Stripe on a secure server using encryption, at no time do we store or have access to your unencrypted card details. While it is impossible for any web site to be completely impregnable to fraud, our system of a secure server and encryption offers a good level of security that you can be confident with.

The card details are only transported to a Bank to authorise the purchase. Card details are kept on secure electronic file for the purpose of refund if necessary.
You can check that you are using a secure service by looking for the padlock icon at the bottom right of your browser.

Post and Packing

Post & packing prices are based on orders to Australian addresses only. Every effort is taken to transport Coco Chocolate products in perfect condition. Please note, though we ensure that all products leave the Coco store and kitchens in perfect order, we can not take responsibility for handling by couriers or Australia Post.

A signature will be required for Coco Chocolate parcels so please ensure you provide an address where the items can be signed for on the delivery day. If we have to re-direct the items a charge will be made to cover that cost. Valid post codes are required for every order. We will not send any orders without one. If you provide an incorrect address, including the postcode, Coco does not accept any responsibility for a failure of an order to arrive or any costs involved in redirecting that order.

We aim to send orders the day after they are recieved. Most deliveries arrive within 48 hours, but may take up to 3-10 day working days.

Because delivery is handled by outside contractors we cannot guarantee delivery although we use our reasonable endeavours to ensure delivery within 48 hours.

In hot or extremely cold weather, Coco reserves the right to delay your order until the weather has moderated. In extreme situations this can delay orders for several days. Coco cannot accept any liability for damage or loss.

Damaged Goods

In the event that your chocolate is damaged in transit please contact Coco within 24 hours of receipt. Products received by courier should be checked before being signed for. If the exterior packaging or the product are found to be damaged you must then sign “checked and found to be damaged”. When products sent by Australia Post are not delivered please contact us for details of the tracking and tracing procedure. If products sent by Courier and not delivered please contact us for details of the online and telephone tracking procedure. If orders are considered by Coco to be lost in transit after a reasonable period time has elapsed we shall at our discretion either refund or resend the order.

For delivery, purchase or product queries please contact us using any of the following methods listed at the contact us page on the web site.

Pricing and Products

All prices quoted are in $ AU dollars and inclusive of GST.

We endeavour to ensure that the information shown on the web site is as accurate as possible however we cannot guarantee that information and offer no warranties as to the accuracy.

We cannot be held responsible for typographical errors on this site, including but not limited to those regarding price. We reserve the right to make changes to the web site including prices, products, ingredients and terms & conditions without any notice being given.

All products and services are subject to availability and may be withdrawn from sale at any time. If for any reason goods ordered are not available you will be notified.

If the ordered goods are not in stock, Coco may replace them with a similar product.


If for any reason you are not entirely satisfied with any product that you have purchased from Coco, you may return it at your own expense, within 7 days from the date of dispatch.

Provided it is returned in its original packaging and the product has not been consumed we will refund the entire purchase price excluding the cost of postage.

If your returned chocolate is not in the original packaging or consumed, Coco reserves the right to charge in full for the goods.


Coco takes your privacy very seriously. When you make a purchase we need to collect certain information to process your transaction and fulfill Your order. We do not sell, rent or disseminate this information to any third party for marketing or any other purposes.

You can be confident We will not disclose Your details to anybody unless required by law.

Your Account

If you use the website, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer to prevent unauthorised access to your account.

You agree to accept responsibility for all activities that occur under your account or password. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner.

Copyright and Trademarks

All content included on the website, such as text, graphics, logos, button icons, and images belong to Coco Chocolate Australia, and are protected by Australian and international copyright laws. All Coco Chocolate artwork and logos are trademarked and cannot be copied or reproduced in any way


The Coco Club card is non refundable and non refundable for cash. The Coco Club card must be presented to recieve the Coco Club discount. The Coco Club card can be used instore at Kirribilli and online at the Coco website. Coco Club cards are valid for the duration of your club membership only. Personal identification may be asked for to validate the name on your Coco Club card. This card will not be replaced if lost or stolen. The Club card remains the property of the issuer & subject to Coco Club terms & conditions

Direct debits for the Coco Club will be ongoing until the Club is cancelled by the user. Notice of 30 days is required for cancellation. Cancellation can be requested at any time unless a specified period of time has been purchased (e.g. 3 months). If a time period has been selected, cancellation can be at any time after that period of time has completed

The Sydney Chocolate School

The Sydney Chocolate School is subject to change without notice however all measures will be taken to inform delegates of changes and dates. The Sydney Chocolate School and Coco Chocolate does not take responsibility for any costs re travel, hotels, etc. Cancelled course costs will be refunded at management discretion

Dietary Considerations

All Coco Chocolate Couverture is Gluten Free
All Coco Dark Chocolate Couverture is Vegan (NB BELOW)

Please note and take into consideration that all Coco Chocolate is manufactured in a facility that handles tree nuts, peanuts, sesame seeds, milk, sugar and soy and therefore trace elements may occur