Frequently Asked Questions
If you wish to pick up your order in the store, please choose Store Pickup as an option during checkout. You will be asked to select a date when you wish to pick up the product. The Date picker only allows to choose a day 7 days in advance and during store open days/hours only. The cut off for same day pick up is 10am. If you wish to pick up outside of those hours, please email us and we will try to accommodate pending production schedule.
Shipping and Courier Delivery
Due to summer temperatures, we currently only ship to 'M' and some 'L' postal codes with a local courier. Enter your postal code during check out and if a Courier fee shows up then we will be able to ship your order with them. Please ensure that someone is available to accept your order.
Shipping outside of courier's delivery areas is suspended until temperatures cool down again.
Orders placed for delivery during Satutory Holidays will be sent out the next available business day even if the date picker allows you to choose that day.
To ensure that our products arrive in their best quality, all our shipments are sent by overnight couriers. The option given will be the least expensive option available to you.
We require 1-2 business days to prepare your order (in addition to the shipping times). You will be provided with a tracking number (according to your chosen shipping method), so you can track your order once it ships. We usually ship on Monday-Wednesday. Orders placed on Wednesday after 5pm, Friday, Saturday, Sunday or Holidays will be mailed out on the next available business day.
At this time, all time guarantees have been suspended by the couriers due to COVID-19.
Please track your orders. Once the shipment has been prepared you will receive a tracking number to a courier. We are not responsible for packages tat have been marked as delivered. Always provide a safe (and preferably not in a sun) spot for the courier to leave your package.
How Do I Store My Chocolate?
Storing your chocolate in a dry and cool place is highly recommended. Wine cooler is a great option. Recommended temperatures for storing chocolate are 15-20°C.
All bonbons should be enjoyed within 10 days of purchase if kept at room temperature. They can last up to a month if stored in a fridge in an airtight container or securely wrapped, to avoid condensation.
To fully enjoy the bonbons, consume them once they acclimatize to room temperature.
Improper handling when stored in a household refrigerator can affect the shine, finish, and quality of your chocolate.
Please, do not store yout chocolate bars in a fridge to avoid humidity.
Do You Give Refund or Returns?
At ONYX Chocolates, we strive to ensure that all our chocolates leave in perfect condition. However, due to the perishable nature of our products, we are unable to provide returns or exchanges. ONYX Chocolates is not responsible for products that are damaged or melted.
We cannot be held responsible for products spoiled by weather related delays, carrier's mechanical failure, other acts beyond our control, or incorrect or incomplete addresses provided by the purchaser on the original web order.