FAQ

How do I place an order?

Shopping on www.cacaosampaka.com is very simple. You can buy as many products as you wish, from just the one to as many as you like. There is no initial or periodic obligation.

There are two ways in which you can shop:

a) As a registered User/member

b) As an unregistered/anonymous User

To make your purchase, simply go to the ONLINE SHOP and select products to add to your shopping basket by clicking "Buy" or dragging them into the basket.  Our shop has a dynamic and fun interface which allows you to explore the inside of our boxes by sliding off the lid, or to create your own collection of chocolates by making a selection from all our different flavours.

All prices listed include VAT.

The shopping basket is visible at all times in the top right-hand corner of the screen. This allows you to check which items you have added and their total cost (excluding shipping), VAT included.

Once you have made your selection, you can review the contents of your shopping basket before confirming your order in four easy steps.

Step 1 "Select items":

You can view all the items you've included in your shopping bag, edit quantities or even delete items from the basket.  You can also continue shopping for other products.

If you have a discount code, you can enter it in this section to view the total cost of your purchase including VAT and the discount, but excluding shipping.

Step 2 "Sign in if you like":

If you are a registered User/member, you can enter your email address and password and the system will recognise you; therefore in Step 3 "Delivery details" your shipping information will already be entered. These details may be amended as desired.

If you are shopping anonymously, i.e. without being signed in, you will have to enter all your shipping information in Step 3, "Delivery details".

If you want to register as a User/member in Step 2, simply fill in the registration form.  After completing your registration, you will receive a confirmation email which you must click on to proceed through the purchase as a registered User/member.

 

 

Step 3 "Delivery details":

If you are a registered User/member, your details will be filled in automatically with the information provided in the registration form. You can still make any changes you deem necessary.

The default delivery address is the one specified in the registration form. Should you wish to have your order delivered at an address other than the one specified at the time of registration, you may edit the details as required and enter a new delivery address.

If you are an unregistered/anonymous user, you will have to fill in both your billing information and the delivery details, as these will not appear automatically.

At this stage, you will be able to see the suggested order delivery date. In addition, you will be given the option to specify a different delivery date within two months from the order confirmation date. This allows you to have products delivered on special dates such as birthdays, Christmas, Valentine's day, etc...

If you wish to receive an invoice, you may request one in this section.

If the order is intended as a gift and you would like to personalise it with a message, you can also do so right here. We will make sure it is included in your parcel.

Step 4 "Order confirmation":

Before confirming your purchase and proceeding to payment, you will see a confirmation screen:

1. Customer information

2. Delivery address

3. Delivery date

4. List of products (item and quantity)

5. Discount code entered

6. Shipping costs

Also, if you have chosen a customised box of chocolates, you will be able to see the reference of each chocolate selected, so that when the box arrives, you will be able to see which chocolates you chose.

If you agree with all the information displayed, please connect to the Caixa Catalunya payment gateway.  Transaction details, card numbers, passwords, etc. are not managed on our server but directly by the secure server of Caixa Catalunya. You can expand the information in Secure Payments and Privacy.

Lastly, we will send you a purchase confirmation email with your order number. You can also view an itemised summary of the products with a breakdown of the cost, your discount, if applicable, and shipping.

How do I pay?

You can pay by credit or debit card.  This method of payment is absolutely secure; at no time will Cacao Sampaka have access to your card details. As you initiate your purchase, you will be taken to the Caixa Catalunya payment gateway and thus provide your details directly to the bank. 

What are the shipping costs?

We operate with the transport company providing the fastest, cheapest and most secure service at all times.

Applicable shipping rates are based on the gross weight of the final order.  For deliveries to Mainland Spain on working days, please use the following reference chart:

 

Weight Cost

< 2 Kg    € 8.00

Up to 5 Kg           € 10.00

Up to 10 Kg        € 12.00

Up to 15 Kg        € 14.00

>15 Kg  € 15.00

Can I get orders delivered to addresses outside mainland Spain?

Orders placed via our website cannot be delivered outside of mainland Spain. Transport costs to send food products in safe conditions are often very high, and our franchise network is not extensive enough to cover other countries.  However, if you would like additional information on international shipping, you may request a personalised quote in the contact section. 

How long until my order is delivered?

All orders placed Monday to Thursday before 2 pm will be prepared and sent on the same day, and delivered the next working day before 7 pm. Orders placed after 2 pm will be processed on the next working day.

In order to avoid orders spending more than 24 hours outside of our facilities, and to guarantee their perfect condition, we do not deliver on Mondays or immediately after bank holidays.

Orders placed on Saturdays, Sundays or bank holidays will be processed on the next working day and delivered the day after, before 7 pm.

We will inform you of any incident via email or a telephone call to the number provided.

What if there is no one home at the time of delivery?

If at the time of delivery, there is no one present at the address indicated, the carrier will leave a note for you to contact the agency and rearrange delivery as quickly as possible.

In case of any issues at the specified delivery address, the courier company will leave a receipt indicating how to proceed to rearrange delivery. There will be two delivery attempts, the first one on the next day, and the second after rearranging delivery.

At Cacao Sampaka, we have organised the logistics of delivery so as to ensure that the products travel in optimal conditions; therefore, it is important for orders to be received on the first delivery (after 24 hours), as we may not be held responsible for the state of the goods from two days after the planned delivery.  Customers will not be able to reclaim the purchase price.

Please do not hesitate to contact us in case of any mishaps, either by sending an email to contacto@cacaosampaka.com or calling 902 181 940 during our customer service hours: weekdays from Monday to Friday, from 9 am to 6 pm

How will receive my order?

By default, your purchase will be delivered in cardboard packaging to protect it from bumps and for thermal insulation.

At Cacao Sampaka, we make sure that our products reach you in optimal condition, which is why during the summer season, orders are sent in isothermal boxes with ice packs.

Devoluciones, cancelaciones y cambios

Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

uis aute irure dolor in reprehenderit in voluptate velit esse cillum

uis aute irure dolor in reprehenderit in voluptate velit esse cillum

  1. Excepteur sint occaecat cupidatat non proiden: olor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliqui
  2. Excepteur sint occaecat cupidatat non proiden: olor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliqui
  3. Excepteur sint occaecat cupidatat non proiden: olor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliqui
  4. Excepteur sint occaecat cupidatat non proiden: olor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliqu

Can I edit, return or cancel my order?

Unfortunately, we are unable to accept exchanges, returns or cancellations on our products due to their perishable nature.

Are all the products available on the website?

As standard, all of our products are always available on the website. If a product is not available, it should not be displayed on the website.

Should we unexpectedly run out of stock outside of working hours, and should you purchase a product without being notified that it isn't currently available, we will send you an email to explain the issue and tell you when it will become available again. You will then be able to choose from four options:

 

1. Swap the out-of-stock product for another of the same value.

2. Wait until the product becomes available again.

3. Request a refund for the relevant amount.

4. Cancel your entire order

All my selected purchases have disappeared from my shopping bag!

If you sign into www.cacaosampaka.com as a registered user but  your account remains idle for longer than 30 minutes, your session will expire. In such cases, please enter your email address and password on the home page to sign in again.

www.cacaosampaka.com uses cookies to measure idle time. In no event will any personal information on the user be stored on such a cookie.