Frequently Asked Questions

Choose an FAQ Topic:

How Do I Track My Order?

To track your order, just call our one of our Chocolate Advisors on 0345 121 1911, or submit a request through the contact us form
▲ Back to top

How Do I Amend My Order?

To make a change to your order, you can call one of our Chocolate Advisors on 0345 121 1911, or submit a request through the contact us form.
▲ Back to top

How Do I Cancel An Order?

To cancel an order, please submit an order cancellation form. All returns are subject to our terms and conditions. You will be notified of the progress of your cancellation once we have received the form. If you have further queries, call our one of our Chocolate Advisors on 0345 121 1911, or submit a request through the contact us form.
▲ Back to top

What is the Thorntons returns or exchange policy?

We operate a ‘No Quibble’ exchange policy which means that, if you wish to return an item and you possess a valid receipt, we will happily provide a full refund, exchange or credit note. If you do not have a valid receipt, we will be happy to offer an exchange or credit note; unfortunately we cannot offer a refund without a receipt.
▲ Back to top

How can I find my nearest Thorntons store?

You can find your nearest store by using our store locator and searching for your postcode or town.
▲ Back to top

Who Will Deliver My Order?

If you order using our Standard Delivery service, your products will be delivered via Hermes, who use local lifestyle couriers to ensure that products can be delivered quickly and safely to your door. As Hermes can deliver up to 9pm, this is not a suitable service to deliver to business addresses.

If you order using our Named or Next Day services, your items will be delivered by ParcelForce.

If you place an order to an international address, your product will be delivered by UPS International.

You can find more information on our delivery information page.
▲ Back to top

Will Thorntons work with my charity?

We receive lots of letters, calls and emails every day from various charities and organisations who would love to work with Thorntons. Whilst we’d love to help all of these worthy charities, unfortunately we can’t fulfil the huge demand we receive.

Therefore, instead of undertaking the impossible task of deciding which events to support, we designate one charity each year to which we give our full support. We are proud to be supporting Smile Train this year; a cleft palette charity whose sole purpose is putting a smile on the face of children – a goal we also aspire to!
▲ Back to top

Does Thorntons deliver alcohol?

If you intend to place an order containing alcohol (this specifically refers to bottles of alcohol, as opposed to products containing alcohol as an ingredient), we are legally required to confirm that you are over the age of 18. Once you have placed your order, we will attempt to contact you via telephone and/or email; we must confirm your age over the phone before we can process and ship your order.
▲ Back to top

How do I place an order for a business or corporate event?

If you are a corporate customer, we can offer you volume discounts and other offers through our Corporate Gifting Service. You can find more about the available discounts on our corporate site: corporategifts.thorntons.co.uk.

For wedding orders, please call our one of our Chocolate Advisors on 0345 121 1911, or submit a request through the contact us form.
▲ Back to top

How do I order wedding favours and stationery?

We want to help make sure your special day goes as smoothly as possible, so our helpful Chocolate Advisors are always on hand to answer any queries you may have about our wedding range. If you need a hand arranging your wedding favours, call us on 0345 121 1911.
▲ Back to top

How should I store Thorntons chocolate?

All of our products should be stored in a cool, dry place, away from direct sunlight.
▲ Back to top