While the name might evoke images of a cozy hotel lobby, Hotel Chocolat is actually a premium British chocolatier known for its high-quality cocoa products and luxurious in-store experience. If you need assistance with an order, a subscription, or have a question about a product, this guide provides the verified contact information and answers to the most common customer service questions. We have gathered the facts directly from the company’s official website and established customer review platforms to give you a clear and reliable starting point.
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Official Contact Page: hotelchocolat.com/uk/help/contact-us · Phone Number: 03444 93 23 23 · Live Chat: Available Mon-Fri 9am-5:45pm, Sat 9am-4:45pm · Trustpilot Reviews: 60,098 reviews
Last checked: 21 May 2025
Sources reviewed: Official brand website (UK), Official brand website (USA), Consumer review platform (Trustpilot), Tripadvisor.
Hotel Chocolat Customer Service Snapshot
03444 93 23 23
help@hotelchocolat.com
Available during opening hours
Rated at 3.8 out of 5 from over 60,000 reviews
| Contact Channel | Details |
|---|---|
| UK Phone Number | 03444 93 23 23 |
| UK Email | help@hotelchocolat.com |
| Live Chat | Available on the official website |
| Head Office | Mint House, Newark Close, Royston, SG8 5HL, United Kingdom |
| UK Opening Hours | Monday – Saturday: 8:30 AM – 6:00 PM; Sunday: 9:30 AM – 5:00 PM |
| USA Contact | Contact form on US website; no direct phone line published |
Hotel Chocolat Customer Service Telephone Number
The primary and most direct way to reach Hotel Chocolat’s customer service team in the UK is by phone. The company lists 03444 93 23 23 as the main contact number on its official “Contact Us” page, alongside the option to use Live Chat for support.
This number is a local-rate UK number, which is something to note if you are calling from abroad, as standard international charges will apply. When you call, you will typically speak to a representative who can handle order queries, product inquiries, and feedback. The line is open during the company’s standard operational hours, which are Monday to Saturday from 8:30 AM to 6:00 PM, and Sunday from 9:30 AM to 5:00 PM (UK time).
If you are outside the UK, the company does not list a direct international phone number on its primary contact page, making the live chat or email your next best option. For those looking for a free option, a call back is available on the website.
Hotel Chocolat Customer Service Email
While many brands hide their email addresses behind contact forms, Hotel Chocolat does publish a direct email address for general help: help@hotelchocolat.com. This address is confirmed on their official “Contact Us” page and is monitored by the customer care team.
When using email, you generally can expect a response within 24 to 48 hours on business days. To get the fastest and most accurate help, it is recommended to include your order number in the subject line and provide a detailed description of your query. The Trustpilot data shows that the brand typically responds to the vast majority of negative reviews, indicating a proactive approach to resolving issues submitted via written channels like email.
“Our Customer Service team are still here to help by telephone on 03444 93 23 23 or Live Chat during our opening hours.”
— Company customer service notice (UK)
Hotel Chocolat Customer Service Email UK
For customers based in the United Kingdom, the email address and process remain the same as the main support address. There isn’t a separate UK-specific email address that is publicly disclosed; the main help@hotelchocolat.com inbox is routed to the UK-based customer service team.
According to the official website, the brand usually responds to emails within three working days, although many users on review platforms report faster response times, often within a single business day. It is worth noting that the company operates a “Tasting Club” subscription service, and for billing issues regarding these subscriptions, using the email is often the fastest way to get a resolution, as phone lines can be busier during peak periods like Christmas and Valentine’s Day.
Hotel Chocolat Customer Service Live Chat
If you prefer a digital, real-time conversation, Hotel Chocolat offers Live Chat support on their website. This feature is typically located in the bottom right-hand corner of the official site and is available during the same opening hours as the phone line: Monday to Saturday 8:30 AM – 6:00 PM, and Sunday 9:30 AM – 5:00 PM (UK time).
The Live Chat feature is ideal for quick questions about order status, delivery times, or chocolate making and sourcing. It allows you to multitask while getting your query answered. Based on aggregated customer feedback from review platforms, the live chat agents are frequently complimented for their helpfulness and product knowledge, often providing immediate solutions such as sending out replacement items for damaged deliveries.
Hotel Chocolat Customer Service Telephone Number Opening Times
Knowing the exact opening times for the phone line can save you a potentially frustrating call. As of the latest update from the official website, the UK customer service phone lines are open at the following times (UK local time):
Monday to Saturday: 8:30 AM – 6:00 PM
Sunday: 9:30 AM – 5:00 PM
These hours are consistent with the live chat hours, so you can use either channel during these windows. It is always best to call outside of major holiday periods if you have a non-urgent issue, as wait times can increase significantly during these times. The company does not currently list a separate set of hours for national holidays, so these times may vary during public holidays.
“The customer care team is often mentioned for providing helpful and efficient service, resolving issues promptly and ensuring a smooth ordering process.”
— Aggregated customer feedback description
Is Hotel Chocolat Customer Service Open on Saturday?
Yes, Hotel Chocolat’s customer service lines are open on Saturday. Their weekend support runs from 8:30 AM until 6:00 PM on Saturdays, which provides a convenient window for those who are busy during the week. Sunday hours are shorter, running from 9:30 AM to 5:00 PM, allowing you to get support for most of the day over the weekend.
If you are trying to reach them just after the phone lines close, do not forget the Live Chat and email options. Both are mediums where you can get a resolution, and the brand has a strong record on platforms like Trustpilot for replying to messages, even those posted outside of business hours.
Our Research Process
To create this guide, we analyzed the official “Contact Us” pages on the UK and US versions of the Hotel Chocolat website to extract verified phone numbers, email addresses, and opening hours. We also cross-referenced the company’s response behavior and overall customer satisfaction metrics using data from Trustpilot’s official profiles for Hotel Chocolat (UK and Global) and user reviews on Tripadvisor. This dual approach ensures that the contact information is accurate and that we provide a realistic picture of the customer service experience.
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Frequently Asked Questions
What is the Hotel Chocolat customer service phone number?
The primary UK customer service phone number for Hotel Chocolat is 03444 93 23 23. This is the number listed on the official website’s help page.
Is Hotel Chocolat customer service open on Saturday?
Yes, the customer service team is available on Saturday from 8:30 AM to 6:00 PM. On Sundays, hours are from 9:30 AM to 5:00 PM.
Does Hotel Chocolat have a London head office?
Yes, the company’s registered head office is located at Mint House, Newark Close, Royston, SG8 5HL, United Kingdom. However, this is not a retail shop and is not recommended for on-the-spot customer service inquiries.
Does the brand have a high street presence?
Yes, Hotel Chocolat operates numerous “Cafés” and “Chocolate Houses” across the UK. For instance, there is a notable location in London that is frequently reviewed on Tripadvisor, offering a “Chocolate Tasting” menu and a full brunch menu.
How many reviews does Hotel Chocolat have on Trustpilot?
Based on data from Trustpilot, Hotel Chocolat has amassed over 60,000 reviews, resulting in a “Great” rating of 3.8 out of 5 stars.
Methodology & Sources
Last checked: 21 May 2025.
Sources reviewed: Official brand website (UK), Official brand website (USA), Consumer review platform (Trustpilot), Tripadvisor.