Frequently Asked Questions

Yes - we are 100% Vegan friendly. 

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

No.


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

Yes, we work with suppliers who not only pay the Farmers a very good price but they also provide training and education on a regular basis.

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.



Milk alternative versions: 43%

Dark versions: 73%


Our Nutritional Information can be found on our website, via the link below:

NUTRITIONAL INFORMATION

Alternatively, you can view an individual bar's nutritional information by clicking on Nutritional Information, displayed underneath the picture of the chocolate. We have provided a link below, as an example:

85g BAR - NUTRITIONAL INFORMATION


There are approximately 6 Points in our 30g Bars.


Weightwatchers Members can use their App to check this.

There are approximately 6 Syns in our 30g bars. 


Slimming World Members can search the Syn Values for our products on the Slimming World App.

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. 

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.

VISA

MASTERCARD

AMERICAN EXPRESS

GOOGLEPAY

PAYPAL

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

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.

No.

Only ONE Discount Code can be used per order.

No - 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 at team@pureheavenly.com 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 on 01241 560030 with your order number.

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 Order Note.

4. Click here and enter your Message or Instructions.

5. Continue to Checkout to Pay.

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

Our orders are shipped with Royal Mail 48 Postage or Evri

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

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

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

Royal Mail is still experiencing delays in some areas due to the ongoing Covid19 restrictions/staffing issues, so please bear with them.

If your Order has still not arrived after 7 working days then please do contact us at team@pureheavenly.com

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

Arbroath

Angus

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 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.

  1. Log into you Members account by going to https://pureheavenly.com/
  2. Click on "Manage Subscription"
  3. Click on "Manage", at the right-hand side, and this will display a drop-down box
  4. To change your flavours, click on "Upcoming Orders"
  5. You can then "Pick your selections" but please note that you will need to remove current choices before replacing them with different flavours
  6. To complete your selection, you will need to scroll to the top of the screen and click on "Save Selections"

Changes to orders can be made no more than 28 days prior to the next order being due, and the cut off for making changes is 3 days prior to it being dispatched.

1. Log into your Members Account at www.pureheavenly.com

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.

Please contact a member of our Customer Care Team who will be happy to update your Subscription for you.

By email at team@pureheavenly.com

OR

Call us on 01241 560030 Mon-Fri 8.30am-16.30pm

Changes to orders can be made no more than 28 days prior to the next order being due, and the cut off for making changes is 3 days prior to it being dispatched.

No.

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

You can do this by logging into your account and cancelling your subscription or by contacting our Customer Care Team at team@pureheavenly.com

3 days notice of cancellation is required.

Pure Heavenly Ltd

Sir William Smith Road

Arbroath

Angus

DD11 3RD

You can contact customer services using the contact form or by emailing team@pureheavenly.com 

Yes it is.

All our bars are produced and distributed from our factory in the North East of Scotland.

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

Education

Shelter

Tree Planting

Companionship

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 team@pureheavenly.com and they will be happy to help.