Frequent questions


In this section you will find the answers to your questions. Search the sections listed here to find the information you need. For further inquiries, you can also contact us via email or phone number {{config path="general/store_information/phone"}} {{customVar code=store_opening_time_long}} .

What is Chocolate Shop?

Chocolate Shop offers its customers the experience of purchasing chocolate from different brands for every occasion. Our goal is to offer the widest assortment of quality chocolate and chocolate products, both domestic and foreign, with excellent customer service, the advantages of an easy and safe online purchase and the convenience of home delivery.

How are Chocolate Shop products chosen?

Each product is carefully selected by our experts who guarantee its quality. In the Product Sheet on our website you will find the main characteristics and information on the item.

I am a manufacturer/distributor, how can I offer you my products?

By sending an email to {{config path="trans_email/ident_general/email"}} , you will be contacted as soon as possible.

Are the items on the Chocolate Shop website always available?

Generally yes, but it can happen that a product runs out, also due to the number and size of orders placed by customers in the very short term. In the event that an ordered product is missing, you will be contacted to modify the order placed, purchasing one or more alternative products, or to cancel the order. In the latter case Chocolate Shop will promptly return the amount paid by the customer.

Do the prices indicated on the site include VAT?

The prices indicated on the site relating to the products and shipping costs always include VAT.

Can I order Chocolate Shop products for corporate gifts or as gifts to my employees and collaborators?

We can offer you special and tailor-made offers based on your needs, make deliveries to the homes of your customers or collaborators or a single delivery to your company or your delegate. Contact us at the email address {{config path="trans_email/ident_general/email"}} or by telephone at {{config path="general/store_information/phone"}} {{customVar code=store_opening_time_long}} .


Is registration on the Chocolate Shop website necessary to place an order?

To place an order it is not mandatory to register on the site.

What are the advantages of registering with Chocolate Shop?

Registering on the site will allow you to:

  • consult the information on the “Personal Profile” page and change it at any time
  • avoid entering all the billing and shipping information with each order
  • consult the order history
  • receive news via e-mail and be informed about promotions and news
  • benefit from all services and promotions reserved exclusively for members.
How can I track the status of my order?

To check the status of your order you need to log in to your account via the bar at the top right of the site. You will then need to enter the email and password used when registering the order. Inside the control panel you will find all your orders with their processing status. Access to this area is only permitted to customers who registered during the purchase phase.

How and where can the availability of an item be verified?

When you select an item, you will find information about its availability in the product information sheet below the price.

Is it possible to cancel an order already placed?

The order can only be canceled before shipment. To request cancellation, contact us as soon as possible at Customer Service, indicating the details of the order to be canceled, name and surname and your telephone number. If the cancellation request arrives when the order is already being shipped, the sending of the package cannot be interrupted. In this case, you will still be able to make use of the right of withdrawal provided for by the Consumer Code for the stipulation of distance contracts.

How to exercise the right of withdrawal?

All purchases made by Consumers on are subject to the provisions of Legislative Decree 206 of 2005 (Consumer Code), which guarantees the right of withdrawal for this category of customers.
You can return any product purchased in our Store within fourteen (14) working days from the delivery date, as follows:

  • Please make sure the products are in the same condition you received them;
  • Prepare the package in the box you received (or on a box of equal strength and size) covering the information of the first shipment;
  • Send an email within fourteen (14) days from the date of receipt of the products to Customer Service ( {{config path="trans_email/ident_general/email"}} ), with the following information:
    1. Order number and date or invoice number and date
    2. The product or products for which you intend to exercise the right of withdrawal, indicating the item code of each
    3. Your bank details (IBAN code) and/or other data and information necessary to make the refund if the payment was made by bank transfer. If the payment was made via PayPal or Credit Card, the refund will be made directly to your account/card

The right of withdrawal is subject to the following conditions:

  • The right of withdrawal applies only to goods intact at the time of return;
  • The products must not have been used, modified or damaged;
  • The products must be returned in a single shipment to the Seller;
  • Products must be returned in their original packaging;
  • The Seller must receive the returned products within fourteen (14) working days from the date of delivery of the order, to the address:
    Kynetos Srl Via Antico Acquedotto, 17/19 – 47122 – Forlì (FC)

You will receive a confirmation email when we accept your return, within three (3) working days from the date of delivery to our warehouses.
We remind you that we can only refund products returned correctly.
The conditions mentioned above will be verified: if this verification is successful we will refund the items subject to the right of withdrawal in the immediately following days or, in any case, within fourteen (14) working days of receipt of the goods. This reimbursement does not include shipping costs incurred by the consumer for returning the goods, in accordance with the regulations established by the Consumer Code. If, however, your return does not satisfy the conditions listed above, we will not be able to issue a refund and the order will be sent back to you.
You can check the status of your return with the shipping number by writing to the email address {{config path="trans_email/ident_general/email"}} . We strongly recommend that you use a courier for shipping that allows for traceability.
It is understood that Chocolate Shop will not refund the goods subject to the withdrawal if it does not receive the relevant delivery.
The refund time depends on the payment methods used for the order.


How to pay on Chocolate Shop?

You can make purchases on by choosing from the following payment methods:

Credit Card : Visa, MasterCard, Visa Electron; Rechargeable credit cards; Maestro ATMs enabled; Post Pay.
The amount will be charged to the card when the order request is entered. There is no commission to be paid by the Customer. Payment takes place through the secure server of Banca Sella SpA.

PayPal : To purchase online without having to enter your credit card details on the site. The account will be debited upon completion of the order. To register a new PayPal account, visit

Bank transfer : Beneficiary: KYNETOS Srl - IBAN: IT12O0326822300052884692210 - BANK: Banca Sella.

Does payment by credit card involve a commission?

There is no commission to be paid by the Customer.

What is the Credit Card CVV code?

The CVV code is a 3-digit number printed on the back of your credit card on the right end of the cardholder's signature band.

Purchase invoices

How to request an invoice?

The invoice must be expressly requested before payment, by filling in the appropriate fields (invoice holder, tax code, VAT number, SDI code, etc.) present on during the order phase.

Is it possible to request an invoice once the order has been placed?

No, it is no longer possible, nor will it be possible for to certify the payment by issuing a receipt or tax receipt.

How to receive the invoice?

If requested at the time of the order, it will be automatically sent to the email address indicated by the Customer.


How long does it take for my order to arrive?

Ordinary delivery times from notification of shipment are 3-4 working days. For Calabria, Sicily, Sardinia and other smaller islands, shipping may take an extra day.

How much is shipping?

Standard Shipping €5.90 - Express Shipping €12.00. For orders exceeding the amount of € {{customVar code=free_shipping_minimum_order}} (VAT included) shipping costs are free.

Is it possible to ship abroad too?

No. At the moment ships exclusively to Italy.


Can I change the delivery details?

Once an order has been placed it is no longer possible to change the shipping address. However, if you have not yet placed an order, you can correct or change your address at any time: just click on your name which you will find at the top right in the part dedicated to the header of the site. From there you will have access to your personal data panel and you can change whatever you like.

What to do at the time of delivery?

Check that the number and type of packages delivered actually correspond to what you ordered. The data is present on the attached Transport Document. Also check that the packages have not been opened, tampered with or obviously damaged.

What happens if the delivery occurs when there is no one to receive it?

In the event that the recipient of the shipment is absent, the courier will leave a notice on the first passage and make a second passage the following day. If the recipient is absent at the second step, the goods will go into storage and you will be contacted by Customer Service to arrange a new delivery.

How to facilitate delivery if you are never present to receive it?

Deliveries are made on weekdays, from Monday to Friday from 9am to 6pm. In this case it is important to indicate a delivery address where someone capable of collecting the goods is always present at this time (for example: office, doorman, etc.). For locations that are quite far from population centers we recommend that you also provide us with a telephone number at the time of ordering in order to make the courier's work as easy as possible.

Can the delivery also be made to people other than the person who placed the order?

Of course, it is sufficient for the person in charge to sign the delivery receipt.

If the package is delivered by the courier and is clearly damaged, what should I do?

If you happen to receive clearly damaged packages, collect only the intact ones and return the damaged ones to the sender. will return the damaged package and replace it. Any shipping costs for returning the damaged package to the sender and returning the new one will be at our expense. In the event that damaged products are out of stock, you will be contacted to offer replacement products or alternatively a refund of the payment.

What to do if the products do not correspond to what was actually ordered?

In this case, contact our Customer Service immediately and report the anomaly to us. We will resolve the inconvenience as soon as possible.

What is the Promotional Code?

The Promotional Code is an alphanumeric code which, entered during the online purchase procedure, allows customers to receive discounts, freebies and exclusive offers on products.

How to use the Promotional Code?

The Promotional Code received via email can be used to receive a discount on the price of the items. Just add it to your cart in the space provided to see the discount associated with the code applied.

For how long and how many times can I use the Promotional Code?

If the Code has an expiry date, this is indicated in the text of the email in which you received it. If not, the code is always valid. It can also be given to others, for example a friend of yours to whom you want to give a gift, but it can only be used for a single order and must be entered exactly as received, respecting uppercase and lowercase letters.

The Promotional Code doesn't work?

First of all you must check that the code has been entered correctly compared to the one received, respecting uppercase, lowercase characters and spaces. If the problem persists, contact our Customer Service.