Frequently Asked Questions

Yes - we are 100% Vegan friendly. 

Yes all our products are Gluten Free

We do not use Nuts in any of our products, however, while we follow strict allergen regulations we are on a shared site so our products do carry an allergen warning.

Yes all our products are Soy Free as we use a Sunflower Lecithin.

All of our products are dairy and lactose free.


Caffeine in chocolate comes from coca solids, therefore all chocolate produced using natural cocoa contains caffeine.

Yes all our products are totally Free From Palm Oil.

At Pure Heavenly we completely support the principles of Fairtrade and we purchase our cocoa from companies that work with the farmers so that a positive impact is made to the whole community through education and support.


More information can be found on our Our Values page.

We primarily use Natural Sweeteners; which are Inulin and Erythritol and very small amounts of Sucralose and PolyDextrose in our bars,

More information can be found concerning this on our Nutrition Page.

Silk milk-alternative versions: 43%

Dark versions: 73%

Our Nutritional Information can be found beneath the images of each product

Weightwatchers informs us that their members can search for Smart Point values for our products using the Weightwatchers App or the WeightWatchers website at

Slimming World informs us that their members can search for Syn values for our products using the Slimming World App or the Slimming World website at

For those following a Keto / Paleo diet –  Here are the Carb Breakdowns 


34.7G Carbs including 16g Polyols - 18g Net Carbs per 85g


20g Carbs including 13.6 Polyols - 6.5g Net Carbs per 85g

​This is for the bars that do not include any inclusions.

We ALWAYS recommend that if you have a Dietary Issue that you should consult your Medical Professional and test a small amount of a bar so that you can check your levels.

All of our bars contain under 1% Sugar and can be enjoyed as part of a healthy, balanced diet.

Please check our Nutritional Information here so that you can make an informed decision.

Our Large bars are 85g each.

Our Mini bars are 30g each.

No - you do not need to have an account, you can check out as a Guest.

UK Standard delivery is currently free of charge to our customers on all orders over £25. Standard Shipping is £2.75 and Express Shipping is £5.95.

Please note, free shipping may not apply if you have an existing Chocolate Club subscription plan which contained a shipping fee when you started your subscription. Please check your subscription for further information.

We accept the following types of payment on our website.








Yes, we currently offer free UK Standard delivery on all orders over £25.

Please note, free shipping may not apply if you have an existing Chocolate Club subscription plan which contained a shipping fee when you started your subscription. Please check your subscription for further information.

Unfortunately due to the limits of the shopping platform we use, only ONE Discount Code can be used per order, please see our T&Cs for further information re discounts.

No unfortunately we do not currently ship internationally.

However, this is something that we hope to be able to offer in the future so please keep an eye on our Website and our Social Media Pages for any announcements.

If you have placed an order with us but have not received an order confirmation.

The first place you should check is your Spam/Junk Folders in case your confirmation has gone there.

If you are a member you can log into your account where you will see a list of your orders.

If you still can not find any record of your order please contact our Customer Care Team on our LiveChat or at with your name, email address and postcode.

This is only possible if your order has not already been completed by our Dispatch Team.

You should immediately contact our Customer Service Team via our LiveChat or on 01241 560030 with your order number and the amendment details.

Yes of course - please follow these steps when placing your order.

1. Choose your Products.

2. Click on the image of the Shopping Bag at the top right of your screen.

3. At the bottom of the box that appears you will see Add Gift Message.

4. Click here and enter your Message or any Instructions.

5. Continue to Checkout to Pay.

Alternatively please email at with your order number and the message you would like added to your order.

Our orders are shipped with either Royal Mail or Evri and can take between 2 - 4 days to be delivered unless Express Shipping is purchased at the Checkout.

Orders placed before 1pm Mon - Thurs are posted out the same day

Orders placed after 1pm Mon - Thurs may not be posted out until the next day.

Orders placed after 12pm on a Friday will not be sent out until the Monday (Bank Holiday dependant) in chronological order.

If your Order has still not arrived after 7 working days please do contact us at

As you will see by our hundreds of reviews  – our customers love the chocolate and hopefully so will you but if it is not for you then unopened bars can be returned to us at

Pure Heavenly Ltd

Sir William Smith Road



DD11 3RD

A refund will be made on their receipt, subject to their condition.

Obviously, if there is any fault with the product then you can return to us for investigation and a free exchange if our manufacturing process is at fault. 

For further information please refer to our Terms of Service

Unfortunately because we are a small business we can not afford to supply free samples to the thousands of requests we receive every month.

We recommend purchasing one of our Taster Packs as a great option for you to try the range of our flavours.

Our 85g Bars are wrapped in a product that is derived from readily renewable cellulose that is sourced from responsible, managed plantations and is fully certified for home composting and industrial composting; and the outer wrapper is recyclable cardboard.

Our 30g bars are wrapped in a film that is Grade 5 Recyclable, so you will need to contact your Local Authority to check if it is accepted in your area, and finally our external packaging we use for postage is cardboard and paper tape which both are recyclable.

You can access your Chocolate Club subscription in multiple ways:


Via your confirmation email:

If you’ve recently started a Chocolate Club subscription with us, you can access your account from the link included in the email sent at time of sign-up.


Via our website (

By clicking on the profile icon on the top right of our website, you’ll be directed to our login page. If you only have a Chocolate Club subscription and don’t have a Pure Heavenly website account, you can click on “Manage subscriptions” below the login boxes which will direct you to the Chocolate Club login screen.

Chocolate Club login


If we can be of any further help please do contact us on our Live Chat or by email at

Tastes and preferences change and so can your Chocolate Club subscription! Whether you’d like to order some more seasonal flavours around Halloween & Christmas, how many bars are in your subscription, or how often you get a delivery, you can manage this from within the Chocolate Club portal (Login here)

Once logged in, click on Manage subscriptions, and then select the subscription you wish to update.

Once opened, you have the options to:

Update contents:

Here you can update your subscription size, delivery frequency and the choice of delicious Pure Heavenly chocolates included in your subscription.

Our Customer Service Team are always happy to make any changes for you.


Would you like to move your subscription date? Simply click on “Reschedule” and you’ll be given the option to delay your delivery by 1 or 2 weeks, or select any new date to get your future subscription order placed.

Please note: Schedule changes will apply to all future orders.


If for any reason you’d like to just skip your next scheduled subscription order, clicking the “Skip” button will open a pop-up confirming the date of the order due to be skipped and letting you confirm this.


1. Log into your Members Account at

2. Click on Manage Subscription.

3. Click on Manage which will bring a dropdown box.

4. Click on View/Update Card

5. Click on the button marked "Click here to update Credit Card".

6. Enter your new Card Details.

7. Click on Update or the information will not be saved.

8. Click on Close.

Alternatively you can call us on 01241 560030 and we will be happy to help you.

Would you like to take a break but still keep your Chocolate Club benefits and subscription? You can easily pause your subscription at any time for up to 3 months.

To do this, simply access your subscription on our website, click on “Manage Subscriptions” and then at the bottom, click “Cancel Subscription”. A box will pop-up on your screen giving you the option to pause your subscription and to set the length of time for the subscription to pause for.

You can un-pause your subscription at any time by also visiting the “Manage Subscriptions” page and clicking on the relevant subscription.


As our Subscription Packs are already reduced in price, further Discount Codes can not be applied.

We’d love to welcome you back as one of our Chocolate Club members! You can quickly and easily re-active a paused or cancelled subscription via your Chocolate Club portal.

Simply log in, click on “Manage Subscriptions” and then select the “Inactive” tab – From here you’ll be able to see all previous Chocolate Club subscriptions and with 1 click, you can choose to reactivate.

You can do this by logging into your account and cancelling your subscription or by contacting our Customer Care Team at

3 days notice of cancellation is required.

Pure Heavenly Ltd

Walker House

Brickfield Road


B25 8HE

You can contact customer services using the contact form or by emailing 

Yes it is.

All our bars are produced and distributed from our factory located in Birmingham.

Yes we do.

We support a variety of Charities and Causes which you can learn all about HERE

There are 6 key areas that we contribute to, which are:

Clean Water



Tree Planting


Ocean Cleanup

At Heavenly we always strive to maintain the highest quality ingredients, supply chain and packaging while supporting the less fortunate in our world.

Please see all Our Values HERE

Please contact our team at and they will be happy to help.