Contact

Customer Service

hello@locolove.com

FAQ's

Ingredients & Nutritional Information

Are your chocolates gluten free and dairy free?

Yes! All our chocolate are gluten and dairy free. However, as a precaution we state that our products may contain traces of milk due to some of our ingredients sharing equiptment.

Where does your cacao come from?

We source our cacao from small farms in Peru (occasionally Ecuador or Guatemala), its is labeled as a raw, organic and fair trade product. We will only ever use the best cacao in our chocolates.

What is your chocolate sweetened with?

We use organic coconut blossom sugar and nectar and believe that this is a superior sweetener to cane sugar. We also use organic brown rice syrup in a few flavours and organic dates in our Salted Caramel Crunch. All of these are naturally derived and our bars contain no artificial sweeteners.

Are your chocolates vegan?

Yes all of our bars are vegan, excluding the Wild Rose with Pearl and Goji.

What are tonic herbs?

Tonic herbs are extracted plant material that are used to restore the body, support the immune system and support overall well-being. Tonic herbs also may support strength, endurance, fertility, immune function, vitality, energy, and more.

Why dont you use Xylitol or Erythritol?

We choose not to use weird sweeteners (we are well aware of them all) though we don’t feel comfortable consuming or creating such an artificial food. Chocolate is a sweet food to be eaten in moderation, we know that we would rather eat a natural sugar from a plant, then from one that has been created artificially in a lab. Erythritol was discovered as a bi product from a cleaning company in Japan.

Storage & Care

How do I store my Loco Love?

If the weather is hot, please place your chocolates in the fridge until it cools. It general is best to store chocolate in a cool dark spot, please ensure it is in an airtight container. This way no moisture or odours will change the appearance and taste. If chocolate melts and then hardens again, it may appear chalky in appearance. This is because it has partially or fully “fallen” out of temper. The Chocolate is still fine to eat and perfectly nutritious, however, you may experience a different mouth feel.

Online Orders

What if I am not there to receive my order?

Your order should be absolutely fine providing that it is not left out in a hot and sunny location. If it’s a warmer time of year we suggest that you send it to a location where someone can receive the package. Through out the summer months we ship with ice packs to ensure our products arrive as beautiful as when they left our factory. Chocolate is heat sensitive so we cannot guarantee the products to arrive in perfect condition in the warm months, so if they arrive a little soft place them in the freezer for an hour, they may not look as beautiful but they will still taste the same. All online orders have Authority to Leave at customers provided shipping address.

My order is incorrect, how can I change it?

We usually process orders within 1-2 days so please contact Customer Service on hello@locolove.com (quote your order number, your incorrect details and the correct details you wish to be updated). If however we have shipped the order to the wrong location due to incorrect information being given postage will need to be charged again for redelivery.

I don’t live in Australia can I still order?

Yes you can; please complete the online shopping experience as normal. You will be quoted the price of delivery at check out, this will be calculated based on your location and the weight of you order. Please note that if your destination is over 30 degrees celsius we wouldn't recommend ordering until it cools. For wholesale please email sales@locolove.com we would love to hear from you.

What if I want to return my purchase?

At Loco Love we stand behind the products we sell and hope that you are more than satisfied with your goods. All products intended for consumption are non-refundable and we do not accept returns. Due to the nature of chocolate and the hot Australian climate we can not guarantee that your order will be in perfect condition, we do our very best with ice packs and packaging to protect the goods. Though often it is out of our control if the courier is delayed.

What if the item is out of stock?

While we always aim to provide you with what you want, occasionally an item in high demand or out of season may be unavailable. We’re always happy to help you find a replacement product.

Giving Back

How do you give back?

We’re dedicated to making the world a better place and donate monthly to spread good vibes globally. Each time we sell a single packet we provide either 1 day of access to life-saving clean water to families in Ethiopia or 1 days worth of grain seeds to nourish children in Malawi.

Wholesale & Promotion

I am interested in a wholesale inquiry?

We would love to meet you, please email us on sales@locolove.com and we can take you through the steps to become a wholesaler and an online account. Or please follow the wholesale link at the bottom of the page.

I would like to become an affiliate of Loco Love and would like to promote your products online can I do this?

If you are interested in promoting our products further and believe you have a loyal fan base in line with our ethics and interests, please email us and we can chat. Please note that we get a lot of requests like this, so it may take some time for us to get back to you. The more you can tell us about you and your fans the better. We look forward to hearing from you.

Our Stockists

Where can I buy Loco Love?

Please check our (stockists) page for all of our wonderful stockists. You can also purchase online here on this website and we have fast shipping directly from our factory in Byron Bay that will be sure to cure your cacao cravings. Loco Love also makes a great gift!

Terms

Delivery

See about Delivery

Loco Love chocolates are shipped by couriers with priority shipping, we use ice packs (in summer only) to ensure they chocolates arrive in optimal condition but we take no responsibility for melted products.

We will deliver the products ordered by you to the address given by you at the time you make your order. It is, however, your responsibility to provide us with accurate delivery address details. We can give a tracking number once items shipped if requested but we will not check or verify addresses.

We shall have no liability to you whatsoever, financial, administrative or otherwise, if you do not receive your order as a result of you providing incorrect delivery details.

Please ensure that someone is at the delivery address to receive the package, we do not take responsibility for packages left unattended.

We do give authority to leave on all packages to save the item from being returned to a post office. We want you to receive the chocolates as fast as possible.

Please Note : Adverse weather conditions, busy holiday periods or other events outside of our control may result in the occasional late or cancelled delivery.

Returns

See about Returns

Loco Love cannot exchange or refund goods due to the perishable nature of chocolate, so please order carefully. We stand behind the quality of our products. Please inspect the products and notify us immediately of any problem with your order. We will promptly and fully refund the cost of any products if one of the criteria set out below applies to the product/s delivered to you:

1. The products are not what you ordered;
2. The delivery is of an incorrect quantity; or
3. If you do not receive the products ordered (other than as a result of you providing incorrect delivery address details as above).

We will arrange with you for the products to be returned to us. We reserve the right to make any refund due to you in whatever way we choose. Please see our Terms and Conditions for further information. Please read this carefully. By submitting an order on this website you are agreeing to the terms that appear below which will apply to any purchase made on this website

1. Purchase Contract

1.1 This website is operated by Loco Love PTY LTD All purchases made on this website are governed by these Terms and Conditions.

1.2 We sell goods only to end-user consumers. All goods are sold subject to the condition that they will not be re-sold or otherwise circulated without our prior written consent. This does not apply to wholesale customers.

1.3 We will confirm acceptance of your order. This will either be by a message on the website immediately after you have confirmed your order, or by us sending an e-mail to the email address you have provided to us. We may do both. At this point the purchase contract will be made and we will supply the goods to you in accordance with your order and these Terms and Conditions.

2. Price and Delivery Charges

2.1 The price of the goods will be as quoted on the website at the time you confirm your order. If you subsequently amend your order, the prices charged will be those applicable to the amended item(s) at the time that the amended order is confirmed.

2.2 Prices may be subject to change based on the cost of raw materials and ingredients.

2.3 The prices stated on the website will be inclusive of any GST payable.

2.4 The price of the goods does not include a charge for delivery.

3. Methods of Payment

3.1 Payment may be made by debit or credit card. You cannot pay for an online order by cash or cheque. There is no minimum order requirement, except for international orders. Minimum order for US, Europe is $50 AUD.

3.2 The debit and credit cards accepted by us are those listed on the website on the date on which your order is placed.

3.3 Authority for payment will be requested from your card issuer at the time of your order. We reserve the right to terminate our agreement with you if we are refused authority for payment at any stage.

3.4 You agree to indemnify us in full against all costs, expenses and outgoings incurred by us in obtaining payments from you in the event a failed payment occurs. We may, at any time after a failed payment has occurred, ask a debt collection agency to collect payment from you.

4. Delivery

4.1 Delivery will be made to the address specified by you when you register on the website. We reserve the right to restrict deliveries in certain areas, and this includes the right to eliminate certain areas from our delivery schedule altogether. We will also refund your order if we can not deliver to your area.

4.2 Products are subject to availability. The website is updated on a weekly basis but in the event of non-availability of any goods you order, we may offer a reasonable substitute.

4.3 We will always try to supply you with the full quantity that you have ordered. In the event that the goods delivered to you are incomplete or include incorrect goods, you must notify us promptly. If you are not satisfied with the quantity you have received we will arrange with you for these goods to be returned to us (please note that the goods must not be used and must be in good condition). You will not be charged for any incorrect goods or goods which you have not received. In any event, our liability will be limited to the price of the goods not delivered or incorrectly delivered and the cost of delivery.

4.4 We take special care to endeavour that deliveries are made within a short delivery slot and accordingly. We will deliver the products ordered by you to the address you give us for delivery at the time you make your order. It is, however, your responsibility to provide us with accurate delivery address details. We will not check or verify addresses and messages supplied by you. We shall have no liability to you whatsoever, financial, administrative or otherwise, if you do not receive your order as a result of your providing incorrect delivery address details. It is your responsibility to ensure that an appropriate person is available at the delivery address at all times during the delivery slot. An appropriate person must sign for all goods on delivery. In all cases, notification of delivery will be given. It is your responsibility to re-arrange and pay for delivery, where appropriate. Please note adverse weather conditions or other events outside of our control may result in the occasional late or cancelled delivery. If that is the case we will endeavour to contact you as soon as we are able in order to reschedule your delivery time and date. In any event our liability to you will be limited to the price of goods not delivered and the cost of delivery.

4.5 Should you fail to be present for your delivery we are entitled to charge you in full for an amount equal to the cost of perishable items contained in your order and for the cost of delivery.

5. Ingredients in our Products All our chocolates are gluten free but they are made in an environment where nuts, and gluten free oats are used. All our chocolates may have trace of nuts.

6. Defective Goods

6.1 We guarantee the quality of our products. You must inspect the products and notify us promptly of any dissatisfaction with your order. We will promptly and fully refund the cost of any products if one of the criteria set out below applies to the product/s delivered to you: 1. The products are not what you ordered; 2. The delivery is of an incorrect quantity; or 4. If you do not receive the products ordered (other than as a result of your providing incorrect delivery address details as per clause 4.4). We will arrange with you for the products to be returned to us. We reserve the right to make any refund due to you in whatever way we choose.

7. Amendment of Orders and Cancellation Rights

7.1 Loco Love cannot accept cancellation, exchange or refund goods due to the perishable nature of chocolate. Orders may be cancelled if the product has not been dispatched.

7.2 The Right of Withdrawal of eight days does not apply to contracts for the supply of perishable food goods including chocolate, cakes and biscuits.

8. Warranty and Liability

8.1 Nothing in these Terms and Conditions will restrict our liability for death or personal injury resulting from our negligence; neither will any of these terms restrict any of your statutory rights.

8.2 In addition to paragraph 4.4 we will not be deemed to be in breach of contract or of these Terms and Conditions as a result of any delay in our performance or failure to perform our obligations if that delay or failure to perform is due to any cause or circumstance beyond our reasonable control including, but not limited to, fire, flood and other acts of God, strikes, riot, accident, disruption to energy supplies, civil commotion, acts of terrorism or war.

8.3 Other than as set out in clause 7.1 above, our maximum liability arising out of any order for the supply of goods to you under this contract will be limited to the retail price of the goods and delivery contained in that order.

9. Customer Complaints At Loco Love, we are committed to providing an excellent service. If however, we have sent you products that you are not pleased with, contact us with your comments. We are always looking for ways to improve our service and products. Any comments and customer complaints should be addressed to us via the e-mail address and telephone numbers which are listed on our website on the Contact Us page.

10. Notices Unless otherwise expressly stated in these Terms and Conditions, all notices from you to us must be in writing and sent to us via the email address listed on the Contact Us page on our website. All notices from us to you will be displayed on our website from time to time.

11. Privacy Policy You acknowledge and agree to be bound by the terms of our privacy policy.

12. General

12.1 If any of these Terms and Conditions is held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Terms and Conditions which will continue to be valid and enforceable to the fullest extent permitted by law.

12.2 All copyright, trademarks and all other intellectual property rights in all material or content supplied as part of this website shall remain at all times vested in us.

12.3 The information contained on this website, and those websites to which there are links, is for general interest only. While care has been taken in its preparation, no responsibility is accepted for any misleading information or errors within this or other websites quoted.

12.4 All photographs published on this website are the copyright of their respective owners, whose permission should be sought in writing for their use by other parties.

12.5 The design of this website is copyright of Loco Love. No unauthorised use of its contents is permitted without prior permission of the copyright holders.

12.6 These Terms and Conditions will be governed by Australian law and the parties submit to the exclusive jurisdiction of the Australian courts in relation to any dispute which may arise between them.

12.7 These Terms and Conditions, together with our current website prices, delivery details, contact details and privacy policy, set out the whole of our agreement relating to the supply of the products to you by us. Nothing said by any sales person on our behalf should be understood as a variation of these Terms and Conditions or as an authorised representation about the nature or quality of any products offered for sale by us. Save for fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading These Terms and Conditions were updated in January 2019

Terms and Conditions

See about Terms and Conditions

Please read this carefully. By submitting an order on this website you are agreeing to the terms that appear below which will apply to any purchase made on this website

Purchase Contract

1.1 This website is operated by Loco Love PTY LTD All purchases made on this website are governed by these Terms and Conditions.

1.2 We sell goods only to end-user consumers. All goods are sold subject to the condition that they will not be re-sold or otherwise circulated without our prior written consent. This does not apply to wholesale customers.

1.3 We will confirm acceptance of your order. This will either be by a message on the website immediately after you have confirmed your order, or by us sending an e-mail to the email address you have provided to us. We may do both. At this point the purchase contract will be made and we will supply the goods to you in accordance with your order and these Terms and Conditions.

Price and Delivery Charges

2.1 The price of the goods will be as quoted on the website at the time you confirm your order. If you subsequently amend your order, the prices charged will be those applicable to the amended item(s) at the time that the amended order is confirmed.

2.2 Prices may be subject to change based on the cost of raw materials and ingredients.

2.3 The prices stated on the website will be inclusive of any GST payable.

2.4 The price of the goods does not include a charge for delivery.

Methods of Payment

3.1 Payment may be made by debit or credit card. You cannot pay for an online order by cash or cheque. There is no minimum order requirement, except for international orders. Minimum order for US, Europe is $50 AUD.

3.2 The debit and credit cards accepted by us are those listed on the website on the date on which your order is placed.

3.3 Authority for payment will be requested from your card issuer at the time of your order. We reserve the right to terminate our agreement with you if we are refused authority for payment at any stage.

3.4 You agree to indemnify us in full against all costs, expenses and outgoings incurred by us in obtaining payments from you in the event a failed payment occurs. We may, at any time after a failed payment has occurred, ask a debt collection agency to collect payment from you.

Delivery

4.1 Delivery will be made to the address specified by you when you register on the website. We reserve the right to restrict deliveries in certain areas, and this includes the right to eliminate certain areas from our delivery schedule altogether. We will also refund your order if we can not deliver to your area.

4.2 Products are subject to availability. The website is updated on a weekly basis but in the event of non-availability of any goods you order, we may offer a reasonable substitute.

4.3 We will always try to supply you with the full quantity that you have ordered. In the event that the goods delivered to you are incomplete or include incorrect goods, you must notify us promptly. If you are not satisfied with the quantity you have received we will arrange with you for these goods to be returned to us (please note that the goods must not be used and must be in good condition). You will not be charged for any incorrect goods or goods which you have not received. In any event, our liability will be limited to the price of the goods not delivered or incorrectly delivered and the cost of delivery.

4.4 We take special care to endeavour that deliveries are made within a short delivery slot and accordingly. We will deliver the products ordered by you to the address you give us for delivery at the time you make your order. It is, however, your responsibility to provide us with accurate delivery address details. We will not check or verify addresses and messages supplied by you. We shall have no liability to you whatsoever, financial, administrative or otherwise, if you do not receive your order as a result of your providing incorrect delivery address details. It is your responsibility to ensure that an appropriate person is available at the delivery address at all times during the delivery slot. An appropriate person must sign for all goods on delivery. In all cases, notification of delivery will be given. It is your responsibility to re-arrange and pay for delivery, where appropriate. Please note adverse weather conditions or other events outside of our control may result in the occasional late or cancelled delivery. If that is the case we will endeavour to contact you as soon as we are able in order to reschedule your delivery time and date. In any event our liability to you will be limited to the price of goods not delivered and the cost of delivery.

4.5 Should you fail to be present for your delivery we are entitled to charge you in full for an amount equal to the cost of perishable items contained in your order and for the cost of delivery.

Ingredients in our Products

All our chocolates are gluten free but they are made in an environment where nuts, and gluten free oats are used. All our chocolates may have trace of nuts.

Defective Goods

6.1 We guarantee the quality of our products. You must inspect the products and notify us promptly of any dissatisfaction with your order. We will promptly and fully refund the cost of any products if one of the criteria set out below applies to the product/s delivered to you:

The products are not what you ordered; The delivery is of an incorrect quantity; or If you do not receive the products ordered (other than as a result of your providing incorrect delivery address details as per clause 4.4).

We will arrange with you for the products to be returned to us. We reserve the right to make any refund due to you in whatever way we choose.

Amendment of Orders and Cancellation Rights

7.1 Loco Love cannot accept cancellation, exchange or refund goods due to the perishable nature of chocolate. Orders may be cancelled if the product has not been dispatched.

7.3 The Right of Withdrawal of eight days does not apply to contracts for the supply of perishable food goods including chocolate, cakes and biscuits.

Warranty and Liability

8.1 Nothing in these Terms and Conditions will restrict our liability for death or personal injury resulting from our negligence; neither will any of these terms restrict any of your statutory rights.

8.2 In addition to paragraph 4.4 we will not be deemed to be in breach of contract or of these Terms and Conditions as a result of any delay in our performance or failure to perform our obligations if that delay or failure to perform is due to any cause or circumstance beyond our reasonable control including, but not limited to, fire, flood and other acts of God, strikes, riot, accident, disruption to energy supplies, civil commotion, acts of terrorism or war.

8.3 Other than as set out in clause 7.1 above, our maximum liability arising out of any order for the supply of goods to you under this contract will be limited to the retail price of the goods and delivery contained in that order.

Customer Complaints

At Loco Love, we are committed to providing an excellent service. If however, we have sent you products that you are not pleased with,  contact us with your comments. We are always looking for ways to improve our service and products. Any comments and customer complaints should be addressed to us via the e-mail address and telephone numbers which are listed on our website on the Contact Us page.

Notices

Unless otherwise expressly stated in these Terms and Conditions, all notices from you to us must be in writing and sent to us via the email address listed on the Contact Us page on our website. All notices from us to you will be displayed on our website from time to time.

Privacy Policy

You acknowledge and agree to be bound by the terms of our privacy policy.

General

12.1 If any of these Terms and Conditions is held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Terms and Conditions which will continue to be valid and enforceable to the fullest extent permitted by law.

12.2 All copyright, trademarks and all other intellectual property rights in all material or content supplied as part of this website shall remain at all times vested in us.

12.3 The information contained on this website, and those websites to which there are links, is for general interest only. While care has been taken in its preparation, no responsibility is accepted for any misleading information or errors within this or other websites quoted.

12.4 All photographs published on this website are the copyright of their respective owners, whose permission should be sought in writing for their use by other parties.

12.5 The design of this website is copyright of Loco Love. No unauthorised use of its contents is permitted without prior permission of the copyright holders.

12.6 These Terms and Conditions will be governed by Australian law and the parties submit to the exclusive jurisdiction of the Australian courts in relation to any dispute which may arise between them.

12.7 These Terms and Conditions, together with our current website prices, delivery details, contact details and privacy policy, set out the whole of our agreement relating to the supply of the products to you by us. Nothing said by any sales person on our behalf should be understood as a variation of these Terms and Conditions or as an authorised representation about the nature or quality of any products offered for sale by us. Save for fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading

12.8 Subscription, we require a 3 month minimum sign up for the subscription. You will be charged for the remainder of the 3 months if you cancel within the period. Please consider this before signing up.

These Terms and Conditions were updated in January 2019

Shipping

All orders are shipped via express services

Ships To

Order Amount

Delivery Cost

Delivery Guide

Australia

Orders over $50

Free

2-5 business days

Australia

Orders less than $50

$12

2-5 business days

USA

All orders

calculated at check out

5-10 business days

New Zealand

All orders

calculated at check out

3-6 business days

UK

All orders

calculated at check out

3-10 business days

Rest of the World – will be quoted at checkout

Loco Love is handmade fresh weekly and while most orders are processed and ready for shipping within 1-2 business day; some orders may take additional time. We do not post on Friday, Saturday, Sundays or Public/ Bank holidays to avoid orders being stuck in transit. We trust that Australia Post Priority mail will deliver your order on time. Chocolate is heat sensitive so we do our best by always using priority mail with ice packs (Australia only) in the warmer months, we can not take any responsibility if the product arrives melted, please do not order if the temperature is over 30 degrees celcius (86F). To help further with this we ask that the receiver or someone please be home for the packages arrival to avoid any heat exposure. Loco Love cannot be held responsible for any damage or for conditions beyond our control such as severe weather service interruptions etc.