Your questions answered

Do you use genetically modified ingredients?    >> Top <<
Nope. We don’t use GM ingredients in any of our products.

Are any of your products free from artificial colours and flavours?    >> Top <<
The colours and flavourings used in our entire childrens range and most of our other products are natural. We continue to change recipes to replace non-natural colours and flavourings only when we are satisfied that taste has not been compromised.
Thorntons products do NOT contain any of the controversial "Southampton 6" colours.

This chocolate doesn’t contain nuts, but the information on the pack states that it may contain nuts. What does this mean?    >> Top <<
We use nuts widely throughout our manufacturing site and cannot guarantee against the risk of cross contamination. As some people can have very severe reactions to nuts we make sure that they are made aware of this risk on pack.
We also indicate on our packaging where there is a risk of cross contamination from other EU recognised allergens - sich as milk and eggs.

What about dark chocolate? Why don't say that it is milk / lactose free?    >> Top <<
There is a risk of milk contamination to dark chocolate products due to shared pipework with milk chocolate products.

Do your products contain caffeine?    >> Top <<
Chocolate is made with cocoa, which naturally contains caffeine. We don’t add any extra caffeine. Generally, white chocolate contains less caffeine than milk or dark chocolate.

Is your ice cream pasteurised?     >> Top <<
Yes, by law it has to be. The egg we use is also pasteurised before it goes into the mix.

I’ve got coeliac disease and can’t eat gluten. Which of your delicious-looking products can I eat?     >> Top <<
We use the term “no gluten-containing ingredients” on packaging and also on this website to identify recipes which do not contain intentionally added gluten and where steps have been taken during production to minimise the risk of cross contamination from gluten. Some coeliacs may choose to eat these foods.

Do you sell any reduced sugar confectionery?     >> Top <<
Yes, loads! Check out our large no added sugar section. They've got all the great Thorntons taste but are made with sweeteners rather than with added sugars. Our chocolatiers have recently made the recipe even more delicious for anyone wanting to reduce their sugar intake.

Do you sell any dairy-free chocolates?    >> Top <<
Yes, our Booja Booja range is dairy-free and can usually be bought directly at Thorntons.co.uk. However, Booja-Booja has issued an Allergy Alert on 24th May 2011, having identified that some of their chocolate truffles may contain traces of milk. As a result of the incident, we have taken the decision to withdraw all Booja Booja products from sale until all risks of contamination can be safely eliminated. There have been no negative incidents but Booja Booja are taking precautions to be safe. Booja-Booja Raspberry and Dark Ecuadorian Truffles are not affected, nor is their dairy free ‘ice cream’. If you’re allergic to milk please click here to find out more. We intend to start selling the range again, as soon as the as any risks of contamination can be safely eliminated. Many thanks for your understanding.

Do you use palm oil in your products?    >> Top <<
Yes, we do use palm oil in our chocolate fillings & also in our toffee recipes. We are registered as a member of GreenPalm, which is a certificate trading system, whereby we offset our use of palm oil by paying producers for an equivalent amount produced sustainably – thus encouraging the growth of sustainable palm oil.

Weddings    >> Top <<
How much is Personalisation?

• Personalisation charges for the Occasions range are £25.00 origination fee and 15p per box. Dotty and Oriental boxes personalisation in just 15p per box. Dotty and Oriental boxes come with a "Wedding" sticker as standard this is optional on orders placed in the call centre.
• Can I choose my own chocolates?
• Yes. Please contact the call centre on 0845 121 1911 as some products are seasonal.
• What is the shelf life of the chocolates?
• Our chocolates have a shelf life of between 6 and 8 weeks.
• When do I need to place my order?
• At any time, although for personalised orders we require a minimum of 21 working days notice.
• When will my order be delivered?
• We recommend delivery of your order 4 working days before your event on a specified day Tuesday - Friday between 8am and 6pm. Timed AM deliveries are available at additional charges via the call centre.
• For further information and to place your order please contact us on 0845 121 1911.
  
  Product availability    >> Top <<
• Product availability in store. Contact us at tplccustserve@thorntons.co.uk
• Nutritional information. Contact us at  tplccustserve@thorntons.co.uk
• Can't find what you're looking for? Contact us at   wwwcustserve@thorntons.co.uk
• Are Thorntons products available overseas? View our International charges
• Product availability online. Contact us at wwwcustserve@thorntons.co.uk
  
• Product Substitution.
• Product and packaging are subject to change or substitution without prior notice. If necessary we will substitute for an equal or higher priced item directly as the majority of our orders are time critical and we may not have time to contact you. If time is available we will attempt to contact you. All of our floral bouquets are seasonal in nature and again we reserve the right to substitute them for an alternative bouquet of equal or greater value.
  
  Damaged parcels or incorrect items sent    >> Top <<
• My parcel is damaged.
• Please accept our apologies that your gift has been damaged, we can either offer to replace the damaged item(s) free of charge and these are delivered on our Gold delivery service or the damaged item(s) can be taken to your local Thorntons store where they can be exchanged. If you would like your replacement gift to be shipped by courier, please click on the contact below. If you could state your order number, the item(s) damaged, the packers number (hand written on top right corner of address label) and the address for this to be sent to, this would assist us to resolve this issue as quickly as possible for yourself and we will email you to advise this has been done and when to expect your replacement parcel.
• Incorrect items sent/ received
• Product and packaging are subject to change or substitution without prior notice. If necessary we will substitute for an equal or higher priced item directly as the majority of our orders are time critical and we may not have time to contact you. If time is available we will attempt to contact you. All of our floral bouquets are seasonal in nature and again we reserve the right to substitute them for an alternative bouquet of equal or greater value. If you think this is not the case please contact us at wwwcustserve@thorntons.co.uk 
  
  Discount Vouchers and Promotional codes.    >> Top <<
  Please check the terms and conditions of promotion and check all criteria's have been met, i.e. Expiration of promotion, minimum spend, correct delivery method has been used. If correct please use this link