Frequently Asked Questions

Orders will be delivered in 3-5 working days, from Mondays to Fridays, 10am - 6pm. We do not deliver on weekends or public holidays. If you wish to request for a specific delivery date, kindly reach out to us via WhatsApp or email us at online@thecocoatrees.com.

We do not offer same day deliveries or collection; orders will be delivered 3-5 working days from order placement. Alternatively, you may visit our outlets to make a purchase.

We do not deliver overseas, all orders are only delivered in Singapore. Deliveries to Alpes Avenue, Changi Cargo Complex/Ferry Terminal, Airport Link, Jurong Island, Lim Chu Kang, MID Bases, Sentosa, Senoko, Sembawang Park, Tanah Merah Ferry Terminal, Tues View Extension, and P.O. boxes will not be accepted.

Please let us know if there are any changes to be made to your address at least 2 working days before the delivery date. Do take note that additional fees will be charged for redelivery attempts.All unclaimed orders will be cleared after 3 months and no replacements/reimbursements/refunds will be made.

We require your signature on the Delivery Order as acknowledgement. You may request for your parcel to be placed outside your residence, but we will not be responsible if it is not received on your end.

Yes, you can indicate your preferred delivery address during your checkout process.

For members, once your order reaches $60 after promotions/discounts/vouchers are applied, you will enjoy free delivery. For non-members, once your order reaches $75 after promotions/discounts/vouchers are applied, you will enjoy free delivery. Otherwise, a shipping fee of $15 will be applied.

Yes you may, however, self-collection orders will only be held for 3 months upon indicated pickup date.

No, we are unable to deliver parcels that have been marked for self-collect. We also do not offer self-collection at our stores.

Self-collection is only available at 103 Defu Lane 10, FNA Group Building, Singapore 539223, #01-01.
Opening hours: Mondays - Fridays, except Public Holidays, between 10am - 5pm.

We accept Visa, Master, and AMEX.

There are a few reasons why the payment was unsuccessful.

1. Please make sure your internet connection is connected during checkout. Do refresh your browser and try again.
2. Your card might have been rejected. Please refresh your browser and try again, or try with a different card.

If you are still facing issues placing an order, please email us at online@thecocoatrees.com with a screenshot of the error, and our Customer Service staff will assist you.

Our promo vouchers are for online use only. They cannot be used in any of our stores.

There are a few reasons why your discount could be invalid.

1. The code has expired: please check the expiry date of the code, as some of them run for a limited time or expire after a set period.
2. Product exclusions from promo codes: some discounts are not applicable to a certain range of items.
3. Ensure you are logged in: some promo codes require you to be logged in in order to redeem the discount.
4. Terms & Conditions: do check the promo terms and conditions to ensure you have met the promo criteria.

If you are still facing issues with your promo code, please email us at online@thecocoatrees.com with a screenshot of the error, and our Customer Service staff will assist you.

Promo codes cannot be applied to an order that was already made and no reimbursement will be provided.

All our products will be at least 3 months to expiry unless indicated otherwise. If you need confirmation of the expiry date of a certain item, please reach out to us via WhatsApp and we will confirm with you the dates.

We get our products directly from the suppliers so you can rest assured that the products you receive are authentic. Our warehouse is also kept at a cool temperature of about 20°C to ensure the chocolates remain fresh and delicious.

Most of the products found on our website can be found in-stores. Our Airport stores carry a slightly different range of products, so be sure to drop by during your next trip to check out the full range of chocolates, snacks, and sweets we offer!

Our products are sold in Singapore Dollars.

We restock our products consistently, do let us know what you are looking for if the item has not been restocked.

Our online store offers most of the items available in the stores. If the product you are looking for is not available in-store, feel free to approach our friendly staff for help.

Yes, we have promotions available in our stores, even at our Airport stores. But our Airport stores have a slightly different promotion going on to encourage you to explore new chocolates, so be sure to check it out the next time you're travelling!

We are currently unable to reserve items in-store so we recommend swinging by ASAP to make your purchase!

We update our products from time to time to ensure our customers get the best shopping experience and choices. If you are looking for a specific product that cannot be found on our website, drop us a message or an email at online@thecocoatrees.com and we will be glad to assist you.

If you think that you received the wrong item, do send us a picture of the items received for confirmation, and we will do our best to work out an exchange of the items to be done. Meanwhile, please keep the wrong items in a cool place away from direct sunlight.

If the order is found to have defective, incorrect, missing item(s), please let us know within 7 days upon delivery via email/WhatsApp with a picture of the items received. Our Customer Service will follow-up and assist you with the exchange. If the piece is no longer in-stock, you will be refunded for the respective item.

We will confirm and process your order once you have made payment at our website. Please let us know within 24 hours if you'd like to cancel your order. We do not provide cash refund for any return orders and delivery fees, if any, will not be refunded.

Store Exchange

1. For store purchases, you are more than welcome to make an exchange within 7 days at any of our stores (no matter which outlet you purchased from).
2. Only products in its original packaging still intact will be valid for exchanges.
3. For us to facilitate an exchange, you must have a valid receipt.
4. You may exchange to another item:
   - Exchange to lower value item - No refunds or reimbursements will be made.
   - Exchange to higher value item - A top-up is required.
5. Exchanges to a Retail Gift Card is not allowed.

Refunds

1. All sales/exchanges are final.
2. We do not provide refunds for store purchases.

We do not offer Store Credits.
You are welcome to exchange your purchase to something else within 7 days from your date of purchase.

Kindly head over to any of our outlets within 7 days from the date of purchase along with your receipt and our retail staff will assist you with a replacement.

A notification will be sent to you when your parcel is being dispatched from our warehouse.

Our deliveries are done between 10am - 6pm. If you have yet to receive your parcel by the end of the day, please drop us a message via WhatsApp or email to let us know so we can contact our driver.

Our e-commerce inventory is limited and may not have the quantity you are looking to purchase. Please drop us a message via WhatsApp or email us at online@thecocoatrees.com and we will be happy to assist you.

Please drop us a message via WhatsApp or email us at online@thecocoatrees.com with the product(s) you have in mind, the requested quantity, as well as dietary requirements (if any).

We encourage reaching out to us at least 3 weeks before you require the item(s). We do charge additional urgent fees if you need a rush order to be done. Additional repacking of items will not be done due to hygiene purposes.

We accept Visa, Master, and AMEX. We also accept PayNow for bulk/corporate orders placed through us.

Yes we are, but we need additional information in order to make the process a little easier. Please send us the following information via WhatsApp or email and we will do our best to retrieve the receipt for you:

Date and time of visit:
Store visited:
List of items in purchase:
Amount spent:
Payment method (Visa/Master/AMEX):
Last 4 digits of card used:

You are welcome to join us if you also love chocolate, take a look at our availabilities under Careers.