Frequently Asked Questions
General Information
- How do I contact Customer Services in the e-commerce department?
- How do I use this website?
- Is it safe to shop Azature Chocolates online?
- Do I need to create an account to shop with you?
- What is my username?
- What happens if I forget my password?
- How do I change details on my AZATURE chocolates online account?
- How do I sign up for your newsletter?
- What currency are your prices online?
- How does your wish list work?
- Do you sell gift vouchers?
- Do you offer a gift wrap service?
- Do you offer price adjustments?
- I have signed up to your newsletter, but don't seem to be receiving it
- I am having general problems accessing/buying from your website
- Where can I find my nearest AZATURE Chocolates shop?
Product Information
- What makes AZATURE chocolate unique?
- What is a praline?
- How long will the chocolates last and how do I conserve them?
- Can I mix and match chocolate confections?
- Why does each box set come with a single white AZATURE signature chocolate?
- Where are the AZATURE chocolate made?
- Does Azature make the chocolates?
- Are there diamonds in the chocolates?
- What is your base chocolate?
- What carat are the AZATURE chocolate diamonds?
- Do you offer chocolate for weddings and private events?
- What are the nutritional facts for your chocolates?
- Does your chocolate contain dairy products?
- Does your chocolate contain nuts?
- Does your chocolate contain gluten?
- I live in an area that has quite warm weather, will my chocolate arrive melted?
Ordering & Delivery
- How do I place an order online?
- How do I know my order has been submitted successfully?
- How do I pay for my order?
- Am I charged for the items as soon as I order them?
- Can I order from overseas?
- Can I cancel or change my order once it's been placed?
- I have more than one order - can they be shipped together?
- If I place my order on Friday, when will it be processed?
- Do you offer same day shipping?
- Why is my order on hold?
- Can I ring Customer Services in the e-commerce department and place my order through them?
- I added an item to my bag and now it has disappeared
- If I put something in my bag, is it reserved?
- My payment has been declined
- What happens if the payment screen is timing out or appears frozen?
- I have tried to place an order and haven't had an order confirmation but money has left my account
- Do I have to pay for delivery?
- How do I know when my order has been shipped?
- How long will I have to wait for my order to arrive?
- What do I do if my order hasn't been delivered after the specified time?
- Do I have to sign for my parcel?
- What if I am out when the courier tries to deliver?
- Can I send my parcel to a different address?
- Can I have my items delivered to more than one address in the same order?
- My delivery is missing an item
- I have received a defective item
- I have received an incorrect item in my order
General Information
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How do I contact Customer Services in the e-commerce department?
You can contact us in one of the following ways: Email: info@azaturechocolates.com Online: Via our contact us form Telephone Toll Free: 1 800 373 4810 9am - 5.30pm Mon-Thu, 9am - 5pm Fri Pacific Standard If your question is regarding an existing order, please include your order number.
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How do I use this website?
All of our chocolates are available in 4, 9, and 16 box sets. Simply browse by collection to choose your chocolate flavor, select the number of chocolates to the right of your flavor selection and, add it to your shopping bag and proceed to checkout when you are ready to purchase. You can manage your account online and check the progress of your order(s) from the 'My Account' section.
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Is it safe to shop Azature Chocolates online?
Yes. We use industry standard Secure Socket Layer (SSL) encryption; details such as your name, address and other critically sensitive information like your credit card details are encrypted before the information transfers from your computer to our system. You know when a page is secure because a padlock symbol shows in the status bar or address bar of your browser, (please check your individual browsers help pages if you are unsure where the padlock should appear). We do not hold the full details of your Credit/Debit cards on our database to ensure your maximum security.
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Do I need to create an account to shop with you?
Yes. You can browse our website and add item(s) to your basket without creating an account. Once you proceed to checkout and need to enter in personal details and submit payment, you will be asked to set up an account at this stage. This ensures your online shopping is safe and secure, and gives us the information needed to delivery your order to you. Once an account has been created, you can view and track your orders, store multiple shipping addresses, manage your newsletter subscription & wish list, and update your account information. You may also check out as a Guest, however, you will not have online access to your order and will need to contact us directly at support@azaturechocolates.com or 1 800 373 4810 to follow up on your order processing.
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What is my username?
Your username is your email address.
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What happens if I forget my password?
Simply click here, enter your email address and click 'Log In'. We will then send you an email with a new password. You can change your password at any time by logging into your account.
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How do I change details on my AZATURE chocolates online account?
Once you have created an account, you can log in whenever you want. the login button is located on the top left corner of every page on the site. From the 'My Account' section you can change your contact details, email address, password, and manage your address book. From time to time, please revisit 'My Account', to ensure your details are up to date.
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How do I sign up for your newsletter?
If you want to be kept informed of seasonal launches, special collections & collaborations, sale information and more, you will need to create an account. You don't have to buy anything, but when you do want to start shopping, your details are already on our system.
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What currency are your prices online?
Prices are displayed in US Dollars.
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How does your wish list work?
When you find something you like on AZATURE chocolates online , why not let your friends and family know! Simply click on the 'add to wish list' button, found underneath the 'add to bag' button on the product detail page. You'll automatically be taken to the wish list page, or have to log in if necessary. Here you can enter in and save comments about your item, or email it to friends and family. Unfortunately, if someone orders something from your list, it isn't automatically removed, but it's a great starting point for present ideas. Your wish list can also be accessed from 'My Account'.
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Do you sell gift vouchers?
At present, AZATURE chocolates online does not offer gift vouchers.
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Do you offer a gift wrap service?
All of our AZATURE chocolates are custom wrapped with our luxurious texture black boxes and signature black ribbon.
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Do you offer price adjustments?
No, we do not currently offer price adjustments. The price paid at the time of payment/order confirmation is final.
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I have signed up to your newsletter, but don't seem to be receiving it
The most common reason for this is your email software is marking mailers from AZATURE Chocolates online as 'junk', which sends them to your junk/spam folder. Please add newsletter@azaturechocolates.com to your email address book to stop this happening in the future. If this has already been done, and you are still not receiving our mailers, double check the email address you signed up with is your current address. Log into 'My Account' (try your current address or an old address), or contact Customer Services, who will do their best to help you.
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I am having general problems accessing/buying from your website
As a precautionary measure, please make sure you have the latest updates & patches for your operating system. If you are still experiencing problems, please contact Customer Services who will do their best to help you. Please try to include as many of the following details as possible: 1. Your Operating System (e.g. Windows 7, Mac OS X) 2. Internet Browser (Internet Explorer 8, Firefox, Safari, Chrome) 3. The URL you were trying to access (e.g. https://www.azature.com/azaturechcolates/customer/account/login/) 4. What time the problem occurred 5. Any error message that appeared on screen (simply cut and paste into your correspondence)
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Where can I find my nearest AZATURE Chocolates shop?
We currently do not have a flag ship store but all chocolates and confections are available on our online store.
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Product Information
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What makes AZATURE chocolate unique?
AZATURE chocolate products are produced from a limited growth of cocoa and from cocoa grown under unique conditions. We work to design special flavor combinations that delight and surprise your palette. Our chocolate is hand-made making for a chocolate product that is superior both in its unique flavor and the quality of the cocoa and other ingredients.
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What is a praline?
A chocolate praline is a type of chocolate confectionery, made from nuts and sugar syrup. They may also consist of a hard chocolate shell with a softer filling. AZATURE chocolates use a variety of fillings and flavors and of course our signature diamond shape.
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How long will the chocolates last and how do I conserve them?
Once delivered to your home, our praline collections have a shelf life of 14 days for optimum taste. All AZATURE chocolates should be stored in a cool dry place below 70 degrees until ready to enjoy, however, this will not increase product shelf life.
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Can I mix and match chocolate confections?
No, currently all of our chocolates are available in 4, 9, and 16 box sets in single flavors only. We plan to expand and allow mixing and matching in the near future.
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Why does each box set come with a single white AZATURE signature chocolate?
All of our box sets come with a one signature white chocolate piece as a special reminder of the foundations of gratitude that lead to the creation of the collection. The very first chocolate gift to our clients was packaged this way as a special thank you and we continue the tradition with each box set.
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Where are the AZATURE chocolate made?
Our chocolatiers are based in Los Angeles using the freshest imported ingredients.
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Does Azature make the chocolates?
AZATURE works with our chocolatier team to help in concept, design recipes, and choice of colors of each chocolate collection. The making of the chocolates is done by artisan chocolatiers that follow his unique specifications.
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Are there diamonds in the chocolates?
No, you don't wear this diamond you taste this one.
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What is your base chocolate?
We use the finest imported Belgian chocolate to create a custom blend of fine cocoa to create our chocolate confections.
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What carat are the AZATURE chocolate diamonds?
Although the Gemological Institute of America, does not have a rating and sizing chart for chocolate diamonds, if our chocolate diamonds were flawless, they would be approximately over 100 carats.
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Do you offer chocolate for weddings and private events?
Yes! Our chocolate creations are ideal for weddings, and celebrating the one you love on any occasion. AZATURE chocolate confections can be packaged as party favors or dessert trays for other catered events. Please contact us at events@azaturechocolates.com for details.
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What are the nutritional facts for your chocolates?
All of our boxes are packaged with the nutritional facts for the accompanying products, but you find the nutritional facts for all of our products here.
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Does your chocolate contain dairy products?
ALL of our dark, milk, and white chocolate may contain dairy or milk products. Any person with a dairy allergy should NOT consume ANY of our products.
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Does your chocolate contain nuts?
ALL of our products including solid chocolate pieces may contain nuts and/or peanuts. Any person with a nut allergy should NOT consume ANY of our products.
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Does your chocolate contain gluten?
ALL of our products including solid chocolate pieces may contain gluten. Any person with a gluten allergy should NOT consume ANY of our products.
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I live in an area that has quite warm weather, will my chocolate arrive melted?
All of our chocolates are specially wrapped and shipped with cool packs to ensure that our products arrive to you in perfect condition. If, for any reason, your order does not arrive in perfect condition or you are not completely satisfied with any of our products, simply return them to us for a prompt, courteous replacement, exchange or refund.
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Ordering & Delivery
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How do I place an order online?
Placing an order on our website is easy. Once you've found what you're looking for, choose the correct size and/or color (where relevant) from the options available and click 'add to cart' a–d your item will be added to the shopping card(found in the top right corner of the page). When you are ready to complete your order, click 'view cart' or 'checkout' within the mini cart to continue to checkout. Checkout is where you pay for your item(s). You will need to log in before giving any payment details as this takes you to the secure part of our website. If you have placed an order online with us before, simply type in your email address and password to log in. If you are a new customer you will need to take a few moments to create an account – a quick and easy process to do. Once your order has been confirmed, you can log into your account to track your order and shipment.
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How do I know my order has been submitted successfully?
You will receive an order number, which is shown on the order confirmation screen. You should also receive a confirmation email. If you don't receive this email, first check your junk/spam folder before contacting support@azaturechocolates.com
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How do I pay for my order?
We accept Visa, MasterCard, Visa Debit, and American Express (AMEX)
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Am I charged for the items as soon as I order them?
Yes, as soon as your card is authorized and the order completes, your card will be charged.
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Can I order from overseas?
No at this time we cannot process international orders. For any further inquries please contact support@azaturechocolates.com
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Can I cancel or change my order once it's been placed?
Unfortunately we are unable to change or amend any orders once they have been placed. We can cancel your order, providing it hasn't been dispatched from our warehouse. Please contact Customer Service, who will do their best to stop your parcel. If your item(s) has already been dispatched, simply send it back to us by following our returns procedure.
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I have more than one order - can they be shipped together?
Unfortunately we are unable to ship orders together as they are processed by our warehouse at different times.
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If I place my order on Friday, when will it be processed?
If your order is placed before 12pm, it should be processed on Friday afternoon but this is not something we can guarantee. If your order is not dispatched on Friday, it will be processed first thing on Monday morning.
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Do you offer same day shipping?
Unfortunately we do not offer same day shipping, for further inquries contact support@azaturechocolates.com
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Why is my order on hold?
Our credit control department carry out complete credit checks on online orders. Your order may be on hold due to a random check, or your billing address not matching up exactly with the information held by your card issuer. Please double check this to avoid any delays. If your order is on hold for more than 1 working day, please contact support@azaturechocolates.com
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Can I ring Customer Services in the e-commerce department and place my order through them?
Yes, Customer Services team are able to place orders over the phone.
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I added an item to my bag and now it has disappeared
If you are simply browsing our site and are not logged in, any item(s) placed in your bag will disappear after 1 hour. If, however, you are signed in to your account, any item(s) placed in your bag will stay for up to a month, but may become out of stock if the item is purchased by another customer.
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If I put something in my bag, is it reserved?
No, if something is added to your bag it is not reserved. The item can be purchased by another customer if it is not purchased by you.
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My payment has been declined
Firstly, please check that the card details you entered are correct and the billing address matches up exactly with the information held by your card issuer. If the problem still occurs then please try another card. If you are still experiencing a problem after trying both of these options, then please contact support@azaturechocolates.com
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What happens if the payment screen is timing out or appears frozen?
In a small number of cases, this may occur when connecting to your card issuer's page during their additional security check, and is probably due to your preferences set with your current browser. Please try using another browser, such as Firefox, Internet Explorer or Safari. If you are still having problems then please contact support@azaturechocolates.com, making sure your contact details are included and as many of the following details as possible: 1. Your Operating System (e.g. Windows 7, Mac OS X) 2. Internet Browser (Internet Explorer 8, Firefox, Safari, Chrome) 3. The URL you were trying to access (e.g. https://www.azature.com/azchocolates/checkout/onepage/declined/) 4. What time the problem occurred 5. Any error message that appeared on screen (simply cut and paste into your correspondence)
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I have tried to place an order and haven't had an order confirmation but money has left my account
Please contact Customer Services, who will check to see whether your order has been placed successfully. If you failed to reach the order confirmation screen (and receive an order number), it is likely that your order has not been successful. If this is the case and money has been removed from your account, please be assured that it will be returned. The funds will be on hold with your bank, and they will release them back into your account in due course. AZATURE chocolates online will only keep the funds if an order number is produced, and a successful order placed.
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Do I have to pay for delivery?
Yes, delivery cost varies depending on the location of your order is delivered to. Orders over $200 do receive free shipping via Fedex Ground. Please use our shipping estimator at time of checkout
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How do I know when my order has been shipped?
When your order is dispatched from our warehouse, you will receive an order tracking email, which details how you can track your parcel using your unique Airway Bill Number (AWB) from Fedex Alternatively log in to 'My Account', where the status of your order will say 'complete' instead of 'processing'. Click on 'View Order' against this order to find your tracking number, which you can then use to track your parcel on the Fedex website.
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How long will I have to wait for my order to arrive?
This will depend on where the parcel is going (e.g. a built up or remote area), and which country it is being delivered to. The following information shows estimated delivery times and should be used as a guide only. DESTINATION ESTIMATED DELIVERY TIME US 3 working days. Please track your order with Fedex (Log in to 'My Account', click on 'View Order', then use your Airway Bill Number (AWB) to track your parcel on their website) to ensure that there are no delivery issues.
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What do I do if my order hasn't been delivered after the specified time?
Late deliveries could be due to a number of reasons. First, please check to see where your shipment is with Fedex. Log in to 'My Account', click on 'View Order', then use your Airway Bill Number (AWB) to track your parcel on their website. The tracking information will state if there is an issue with your order. If it has left our warehouse, and you feel it's 'severely overdue' please contact Customer Services, quoting your order number, and they will investigate further.
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Do I have to sign for my parcel?
Yes, all deliveries require a signature.
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What if I am out when the courier tries to deliver?
If you are out when Fedex try to deliver, they will leave a card which contains their contact information and details about how to request a re-delivery. Please contact Fedex directly or email support@azaturechocolates.com to organize a convenient re-delivery date.
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Can I send my parcel to a different address?
Yes, you have the option when ordering to choose a different delivery address to your billing address. After entering your billing address during step 1 of the checkout process, choose 'ship to different address'. Then continue to step 2, entering in your shipping/delivery information.
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Can I have my items delivered to more than one address in the same order?
No, you can only enter in one delivery address per order. If you need to enter in different delivery destinations you will have to place a separate order for each shipping address.
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My delivery is missing an item
Please contact support@azaturechocolates.com, stating the style/color that is missing, your full name, contact details and order number, so that we can look into this urgently.
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I have received a defective item
We want all our customers to be completely satisfied with their goods, so if you believe there is a defect with an item you have received, please contact support@azaturechocolates.com stating the nature of the faulty item, your full name, contact details and order number, so that we can look into this immediately and get an alternative sorted out for you.
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I have received an incorrect item in my order
If you have received an incorrect item in your order, please contact Customer Service as soon as possible.
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