Frequently Asked Questions

Category 1

1. How do I track my order?

You will have received an email from our shipping provider containing a tracking number. If you still can't track your order for any reason, please contact us here and we'll help.

2. How do I amend my order?

Unfortunately once an order has been placed and confirmed we are unable to amend this. We can offer cancelation and refund to allow you to replace order if the original order hasn't been shipped. If you would like to cancel an order please contact us here.

3. 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, please contact us here.

4. 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.

Category 2

1. Who will deliver my order?

If you order using our Named or Express services, your products will be delivered via Royal Mail.
You can find more information on our delivery information page.

2. 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. You will be asked to confirm this during the order process by entering your date of birth. We perform an instant online identity verification check to confirm you are over 18. If this check is unable to confirm you are over 18, we will look to contact you to verify your details - this forms part of our contract of sale. We will not be able to dispatch your order until we have been able to speak with you to verify your details. If you are underage, please do not attempt to order alcohol products on the site.

3. How do I place an order for a business or corporate event?

If you are a corporate customer looking to place a large volume order please contact us here so we can help you with this.

4. £15 minimum spend

Does this include the delivery charge and discount?
The minimum spend is calculated after discounts and does not include delivery charges. We offer free express delivery on orders/ over £40.

Can I use my coupon/ discount code?
Yes, you can still use your coupon and discount codes, but the minimum spend would still apply, so if your order is below £15 once the discount has been applied, you will not be able to complete the order.

Can I split my order between two addresses?
Unfortunately, we can only offer one postal charge to one address.

Why have you changed this?
In order to keep delivering the best customer experience we have taken the decision to apply a minimum spend.

Category 3

1. 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.

2. How should I store Thorntons chocolate?

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

3. 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

4. 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, contact us here and we'll help.

Category 4

1. 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 please contact us here and we can explore the issue and, if necessary, we can place the order for you.

2. Why haven't I received an order confirmation?

You certainly should have received an email order confirmation - sorry if that hasn't arrived. Please contact us here to check that your order was successfully placed.

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

If you believe your order is late, please contact us here
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 Express Delivery means it will arrive between Wednesday and Thursday (1-2 working days). Find more information on our delivery information page.

4. I paid for named day delivery. Why isn't my order here?

If you believe your order is late, please contact us here
Please note: Named Day Delivery applies to working days only. Please note: If you place an order over a weekend earliest delivery will be Tuesday. We cannot process or deliver on Sundays, national holidays or bank holidays. Your order for a Express or Named Day Delivery must be placed by 4pm and excludes Sundays and Mondays. Find more information on our delivery information page.

Contact us!

Some question are best answered in person. We are here for you.
Do not hesitate to contact us!


Call us on:
0345 121 1911


Monday to Friday: 8.30am - 6.00pm

Saturday: 8.30am - 4.30pm

Sunday & Bank Holidays: Closed