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

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.

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.

What is the Thorntons returns or exchange policy?

Where goods are able to be returned in their original and saleable condition an exchange, refund, second-purchase discount or credit note may be available. Damaged or opened products will not be permitted unless there is an issue with the product or delivery service quality. A valid sales receipt must be available for refunds or exchanges. We reserve the right to refuse refunds, exchanges, second-purchase or credit note on perishable food items under the Consumer Right Act 2015 in certain circumstances. These may include, but are not limited to; high value orders (which we believe to be fraudulent or with the intent to cause damage to the goods purchased), international orders, orders where-by the product has been purposefully damaged.

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.

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.

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.

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.

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.

How should I store Thorntons chocolate?

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

Are Thorntons products recyclable?

Many of our products can be recycled dependent on local facilities - consumers can
check what recycling facilities there are on the Recycle Now website

Why can't I reset my password?

Sorry you're having problems with this. Believe it or not, most issues around resetting passwords are due to either: a) the email from us in the Junk/Spam folder; or b) your email address has been entered incorrectly.

Please check these and if you still aren't having any luck, give us a call on 0345 121 1911 and we'll help.

Why isn't my payment going through?

This could be due to a number of reasons, the best way to resolve the issue is to call us on 0345 121 1911 and we can explore the issue and, if necessary, we can place the order for you.

Why haven't I received an order confirmation?

You certainly should have received an email order confirmation - sorry if that hasn't arrived. Please call us on 0345 121 1911 to check that your order was successfully placed.

Why hasn't my order arrived at the right time?

If you believe your order is late, please call us on 0345 121 1911.

Please be aware that the number of days quoted for delivery are working days only. This excludes Sundays, bank holidays and national holidays. So if you place your order on the Friday of a Bank Holiday weekend, for example, then Standard Delivery means it will arrive between Wednesday and Friday (3-5 working days). Find more information on our delivery information page.

I paid for Named Day Delivery. Why isn't my order here?

If you believe your order is late, please call us on 0345 121 1911.

Please note: Named Day Delivery applies to working days only. For example, if you place your order on a Saturday, it will be delivered on the Monday. We cannot process or deliver on Sundays, national holidays or bank holidays. Your order for a Next Day or Nominated Day Delivery must be placed by 4pm. Find more information on our delivery information page.