Skip to main content

 

Frequently Asked Questions

 

Your most frequently asked questions about our website, products and services.

TECHNICAL ASPECTS

 | 

Are you sure you have an account? If you don't have one, registering is very easy. Click on the "Sign in" link in the top right-hand corner, then in the New Customers section, click "Create an Account" and follow the instructions. Once you have registered, all you need to do to log in is to provide your email address and the password you've chosen.

You've almost certainly registered already, in which case there's no need to register again. If you've forgotten your password, you can retrieve it by clicking on the "Forgot your password?" link.

Click on the "Forgot your password?" link on the Customer Login page. You'll be asked to provide your email address, which is the same one you registered with. You'll have a verification code sent to your email inbox and you'll need to enter it on the form. A page where you can create a new password will then appear. If you don't receive an email with this code, check your junk folder, as self-generated messages like this are often mistaken for spam. If you still experience issues, please fill in the contact form. We will get back to you.

You can change your personal data on your My Profile Profile page in the My Account area.

It is not possible to change your e-mail address. If you wish to do so, we recommend that you create a new account.

Please let us know about this by filling in the form at eu.venchi.com/contact-us. We'll try to solve the problem as soon as possible so you can proceed with your order.

ORDERING

 | 

Thanks to our ongoing research and development in the field of cyber security, we can assure you that the purchasing process is perfectly safe and you can order your favourite chocolate with complete peace of mind.

Of course! Follow these simple steps:

  • Choose your items and add them to your cart

  • Make sure your shopping cart contains all the products you want and the right quantities by clicking on the bag symbol in the top right-hand corner of the page and proceed to checkout. 

  • If you'd like to include a greeting card for the recipient, please select this option before proceeding to the checkout.

  • To complete your order, select (or enter) your shipping address, the shipping method and payment method then click proceed to checkout

  • Once your order has been finalised, you'll receive email confirmation shortly after

As this is an automated service, you cannot make changes independently. You can send us your request by filling in the form at venchi.com/contacts. The order can only be changed or cancelled if it's in the preparation phase. If the order has already been prepared or shipped, no changes can be made. In any event, changing the contents of your order will not be possible.

DELIVERIES

 | 

It's not possible to split an order and have parts sent to multiple addresses.  Only one delivery address may be used per order.

PRODUCTS

 | 

To ensure that the products in our range remain fresh, we try to keep batches relatively small. As such, the availability of products sometimes varies. Please contact us to determine whether or not availability is limited.

The ideal storage temperature is around 18°C with a controlled humidity level of 65% or thereabouts. Chocolate in particular doesn't cope well with changes in temperature and humidity.

A storage area that's too hot will cause the cocoa butter to melt and rise to the surface of the chocolate. Once the temperature falls again, the cocoa butter will cool and form a whitish film (this is known as 'fat blooming').

The chocolate may be altered in other ways if overexposed to light or stored near products with strong smells or aromas that may be absorbed by it.

As such, you need to be careful if you want to store chocolate properly. By following these simple rules, you'll be able to enjoy it at its best, even after months of storage.