FAQs

Are you sure you have an account at our website? 
If you're not registered, registering at our website is very easy. Click on the "Sign in" link in the top right-hand corner, then in the "Don't have an account?" section, click "Sign up" and follow the instructions. Once you have registered, all you need to do to log in is provide your email address and the password you've chosen. 

You've almost certainly registered already, in which case there's no need to register again. If you've forgotten your password, you can retrieve it by clicking on the "Forgotten password?" link.

The quickest way to unsubscribe, would be to find the latest newsletter email you received from us (no-reply@mktus.venchi.com), scroll to the bottom of the email and select the "unsubscribe" button in the footer. You can also submit your request to our Customer Service team. Don't forget to tell us the email address you signed up for the newsletter with!

Changing the associated email address is not possible. Should you wish to do this, we advise creating a new account altogether. You can change your personal information and password by accessing the "Personal Profile" area. 

Once your order has been received and processed you should receive an email with the tracking number. If you have any questions, concerns, or wish to cancel your order, please reach out to our customer care team at venchi-usa@venchi.com.

A standard processing time of up to 2 business days is required before your order is shipped. However, during peak periods, processing times may be longer. 

It's not possible to split an order and have parts sent to multiple addresses.  Only one delivery address may be used per order.  

If, during shipping, one or more products in your package have been damaged, please send a message to our Customer Service team and provide a brief description of the damage found, including the batch number of the product (generally found on the bottom of the package) and your order number.  Don't forget to take a photo of the damaged product and packaging. You'll be asked for this later when we respond to your message! 

Please forward your request to our Customer Service team. Don't forget to tell us the email address you signed up for the newsletter with!

We are unable to accommodate requests for specific shipping or delivery dates. All orders are processed and shipped within 2 business days of order placement.

Unfortunately we do not ship to Canada, Hawaii or any outlying territories. However, we do offer shipping to Alaska via Next Day Air or 2-Day delivery options.

Since we ship all orders with UPS, we are unable to ship to P.O. Boxes or any APO/FPO addresses.

Once your package has been received by the carrier, a message will be sent from UPS to the phone number/email address you entered when placing your order, containing a tracking number and a link to track the status of your shipment. If you did not receive an email with your tracking number, please contact our customer service team.

At this time we are unable to offer in-store pickup for orders placed on us.venchi.com.

Coupons can only be spent online. To successfully apply your discount code, please enter it in the "promo code" field on the cart page and select "Apply". Please always check the terms of use as many coupons can't be used in conjunction with other discounts, don't apply to products that are already discounted, or have expired. 

Unfortunately, we do not offer the option to purchase gift cards in store or online at this time.

We recommend signing up for the newsletter, which will keep you up-to-date will all the latest Venchi news and promotions online and in store.. When you sign up, you will receive a discount code as a welcoming gift!

We recommend that you always check the expiration date and terms of use of your coupon as it may be that they it may be that they have a minimum spend, can't be used in conjunction with other discounts, don't apply to products that are already discounted, or have expired. Please remember that the minimum spend is always equal to or greater than the value of the discount coupon as the net amount of the order can't be in negative figures for the transaction to be completed successfully. If your order qualifies under the terms of use and your coupon still is not working, please reach out to our customer service team at venchi-usa@venchi.com, and they will assist you.

The products in our catalogue are always present on our online store, even when they're temporarily unavailable. If you can no longer find a particular product listed on our website, it has most likely been permanently removed from our catalogue.

To stay up-to-date on when our delicious product will be available again, registered users can simply activate the "back in stock" option. To register, simply select "Sign in" on our homepage and follow the instructions under "Don't have an account?"

Venchi products are not suitable if you are allergic to tree-nuts.

A number of our chocolate products don't contain milk or its derivatives as ingredients and are marked as "vegan friendly" on the relevant product pages. In any event, they may contain traces, as expressly indicated on the ingredients label. For this reason, we recommend that you always refer to the information provided in the product labels (which are also available on our website) and the ingredients book present in all our stores.

Of course! Our product pages always make it clear when a product doesn't contain animal-derived ingredients and is therefore suitable for vegan diets. Just look for "vegan" or "vegan friendly" on the page. 

With regard to orders placed online, unless otherwise stated on the website, the products shipped have a remaining shelf life of at least 6 months. The specific expiry date is shown on all products received.

 The best way to store Venchi chocolate is to keep it in its wrapping in a cool, dry place away from sources of heat and light, at a temperature between 60 and 68°F. If these conditions are followed, the product can be best enjoyed by the date shown on the label while ensuring its flavour, aroma and microbiological characteristics remain unchanged.  

Our products are crafted with the ethically-sourced ingredients of the highest quality to ensure exceptional taste and freshness. While they are not certified organic, they are free from palm oil, as well as artificial colorings and sweeteners, ensuring a premium and responsibly sourced treat.

To prevent the recipient of your sweet gift from receiving an invoice with the prices of the products, we never include this document in the shipment.

No. For privacy reasons, we can't disclose the contact details of the sender to the recipient. You can either inform the recipient of your sweet surprise or add a greeting message on the cart page. In this case, don't forget to click "Update" when the message is ready to successfully add it.

Unfortunately, it's not currently possible to purchase or gift someone a Venchi Gift Card. 

Yes we do! For more information please reach out to our customer service team at venchi-usa@venchi.com with some details about your request, and our team will provide you with further instructions on how to proceed.

To write a review and/or rate a product, simply log in to your Venchi account, visit the product page and write a review at the bottom.

Please let us know about this by filling in the form: https://us.venchi.com/contact-us. We'll try to solve the problem as soon as possible so you can proceed with your order. To better support you, we'll ask you to provide screenshots of the error found.

When entering the shipping address, try to type the full name of the street with the house number and city. A drop-down menu with several addresses will appear. When it does, select the exact address from those listed. When you do this, the other fields (Postal Code, state, etc.) will also be filled in. After this, click save and continue to move on to the checkout stage.
If you need more help, please contact us by phone or email: https://us.venchi.com/contact-us

Once an order is placed and payment is accepted, we are unable to make any changes to the order. For cancellations, please contact our Customer Service team within one hour of placing your order at venchi-usa@venchi.com. Please note: cancellations cannot be guaranteed, even within the one-hour time frame.

Items purchased from us.venchi.com cannot be returned in-store.

Don't worry! The order confirmation email is sent within 3 hours of the purchase being made. In any event, we always recommend checking your spam folder. However if you have not received a confirmation email within 24 hours after finalizing your purchase, please contact our customer service team at venchi-usa@venchi.com

If you are not satisfied with the quality of your order upon arrival, please contact Customer Care (venchi-usa@venchi.com) within (7) days of receipt for assistance with a refund or a return. Orders are only eligible for return if products are in original, resellable condition. We do not offer free returns in most cases. However, we do offer free returns for orders that arrive severely damaged. Initial shipping charges are not refundable. All sale items are final sale and are not eligible for return or refund.

Please note: due to high temperatures from Memorial Day through Labor Day, we can only guarantee freshness if your order is shipped with Next Day shipping. For more information, please refer to our Shipping Policy page.

Partial refunds are assessed on a case-by-case basis. If you are unsatisfied with an item in your order, reach out to our customer service team at venchi-usa@venchi.com for assistance. 

For any collaboration proposal, please write to us at venchi-usa@venchi.com or reach out to us directly on instagram @venchi_usa

If you are interested in selling Venchi products please send an email to venchi-usa@venchi.com with a brief description of your business and your phone number and we will get back to you.

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Don't worry! Please note that payment will only be taken by us when the products that you've ordered have been sent. As such, the two amounts you see may represent pre-authorisation and subsequent authorisation of the payment. Please contact our Customer Service team for more information.

The only payment methods we currently accept are credit/debit card and PayPal. 

You can request an invoice for any order by writing to our customer service team at the time of purchase.  An invoice will only be produced if requested during the purchasing process. Please remember to ensure that all the invoicing information entered is correct before finalising the order, as it isn't possible to change this afterwards.