Frequently asked Questions
- General questions
- Questions about the delivery
- Questions about the webshop
- Questions about the payment
- Questions about my order
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How are the chocolates packaged?
Every chocolate is individually wrapped in a so-called “freshpack”. Once the can or traditional packaging is opened, it protects the chocolate against external influences, like moisture, bacteria,.. They are stored in the refrigerator between 0°C and +7°C.
For the cans, the Belgian chocolates are packaged under protected atmosphere, without addition of preservatives.
Your hand will be the first hand to touch the chocolate!
More information available here.
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How do I have to store my chocolates?
You undoubtedly want to enjoy your Belgian chocolates to the maximum. Therefore, place the chocolates in the fridge (0°C to +7°C) immediately upon receipt. This to guarantee the quality and shelf life.
When the chocolates are stored too hot, a white film is formed on the chocolate. This film is harmless and disappears when the chocolate melts in your mouth.
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What is ganache?
Ganache is a creamy filling, largely consisting of chocolate, butter and cream, which may be flavoured with natural aromas.
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What is praliné?
Praliné is a paste on the basis of hazelnuts, almonds and sugar. As a filling this paste is mixed with chocolate and/or butter and, if applicable, a natural aroma.
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What if I have an allergy?
The nutritional values page provides a detailed description of the allergens per chocolate. We also listed all possible allergens per can and per traditional packaging.
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Do our chocolates contain alcohol?
Some of the chocolates in our range contain alcohol. You can find the Belgian chocolates which contain alcohol on the page of the nutritional values. All our chocolates with ganache contain alcohol.
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I have a complaint. Where can I turn to with my questions?
Every complaint is formally handled at Ovidias according to fixed procedures in our quality manual. The procedure is also specified in the General Terms and Conditions on this website.
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What are the quality requirements met by Ovidias?
Ovidias is holder of the IFS, BRC and ACG quality standard certificates. We meet all these requirements with a percentage at the highest level. These inspection systems meet the strictest standards of the current legislation on food, and the external independent audits are renewed annually.
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How to open a can of Ovidias chocolates?
Open - eat - share - repeat. That's how you handle a can of Ovidias chocolates
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How long can I store the chocolates?
We give the chocolates a shelf life of 3 months if they are stored in the refrigerator.
General questions
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My cans or giftboxes are damaged, what now?
First check whether your chocolates in the can of giftbox are damaged or not. Send us clear photos of the damaged cans or giftboxes and we will provide a solution straight away.
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What about shipment?
We offer you a flexible delivery with DPD Predict. DPD will always inform you of the delivery day by email.
Is the day inconvenient for you? If so, you can:- change your delivery date
- arrange to leave your parcel somewhere safe at the delivery address
- deliver it to your neighbor
- drop it off at your local Pickup parcelshop
It is so simple, with Predict.
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Can my order be delivered at a different address?
Yes, that’s possible. If you are not at home during the day, you may choose to have the chocolates delivered at a different address (with family, friends, or at work, …)
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What to do if I’m not at home when the DPD driver comes?
You can select a redelivery option on the DPD website. Enter your reference number and postcode on the website to see where the driver left your 'sorry we missed you' card, and then select the redelivery or collect option you'd prefer.
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Can my order be delivered to a hospital?
Yes, that’s possible. In that case, the order will be delivered to the reception. Please clearly state the contact’s name to make sure that your package is delivered to the right person.
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Will I be informed of the delivery day?
DPD will always inform you of our delivery day by email. Is the day inconvenient for you? If so, you can:
- change your delivery date
- arrange to leave your parcel somewhere safe at the delivery address
- deliver it to your neighbor
- drop it off at your local Pickup parcelshop
DPD will send you another message on the delivery day, with an expected one hour time-slot.
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How much are the shipping costs?
- Purchasing less than €35: Spain: € 17,95
- Purchasing less than €35: Italy: € 19,95
- FREE delivery from €35
FREE delivery from €35 also for the following European countries:
- Belgium: € 6,95
- the Netherlands: € 8,95
- Luxembourg: € 6,95
- Germany: € 8,95
- France: € 10,95 (+ supplement of 40€ for Corsica)
- Denmark: € 19,95
- Ireland: € 17,95
- Austria: € 17,95
Questions about the delivery
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How are the chocolates shipped?
Our transport wrapping is optimised for the transport of cooled products. We use a Styrofoam box to which cooling elements are added. That way, your chocolates remain in perfect condition during transport.
By correctly separating/sorting the packaging material after receipt, you contribute to an improved environment.
Styrofoam: EPS = expanded polystyrene. This is mono material consisting of one type of material, which makes it extremely suitable for recycling. It is also groundwater neutral. (see: wikipedia)
Cooling elements: can be reused after freezing. Always handy! -
Can I order chocolates online as a company?
Yes, companies can also order chocolates online. Send an e-mail to sales@ovidias.com and we will be pleased to help.
Questions about the webshop
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How can I pay?
Different payment methods are available to you:
- Mastercard
- Visa
- Maestro
- PayPal
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What if you have any problems with the payment?
If you have any problems during the payment process, we recommend that you contact us directly.
We will help you out as soon as possible. -
Refunds & returns
Consumers have no right to return our products. If, in certain exceptional cases with extenuating circumstances, we do decide to refund one of our customers, this refund will be made using the same payment method that the customer used to make the payment in the first place, unless explicitly agreed otherwise. No additional costs will be charged for the refund. We will make every endeavour to return the purchase amount within 5 working days.
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Do you have a promotional or discount code?
The promotional or discount code can easily be added in the shopping cart under the option “Add promotional code”. The discount code is valid up to the specified end date.
The discount code can only be used once and cannot be exchanged for cash. The amount of the discount code must be used in full.
Questions about the payment
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Order status
After placing your order and when your package left our warehouse, you will receive an e-mail with a track & trace link. This link allows you to follow the status of your chocolate delivery.
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Can I change my order?
Did you forget something or do you want to make any changes, while your order was already finalised? Please contact us immediately. As long as the order has not left our warehouse, we can still change it.
