FAQ
The following is a list of frequently asked questions, which we do our best to answer. If you still have questions, feel free to contact us.
GENERAL:
Q: Do you really make everything by hand?
A: Absolutely! We hand temper our chocolate for all small batch artisan products. You will not find any enrobing machines in our kitchen!
Q: Do you have a retail store:
A: Not at this time. Our website serves as our eCommerce chocolate store, plus you can find our monthly Pop-Up Shop dates under (EVENTS) in our top menu bar.
Q: Do you wholesale?
A: Only on an exclusive basis, please submit a Wholesale Inquiry to receive more information. We have a California issues Processed Food Permit ("PFR").
Q: Do you make your products at home?
A: No. All our products are manufactured at THE HOOD KITCHEN SPACE in Costa Mesa, CA; a 10,000 square foot, California certified, shared commercial kitchen facility. We hold a current annual permit with the Orange County Department of Public Health.
Q: Will you be adding to your collection?
A: Absolutely! Our collection is seasonal, with new Bonbons, Bars, and Confections added with each season.
Q: What does infuse mean?
A: To infuse is to steep; adding a dry ingredient to something wet with the idea of extracting the flavor of the dry ingredient. You do this when you pour boiling water over tea leaves.
Q: What is ganache?
A: It is an emulsion of chocolate and cream.
Q: What is an emulsion?
A: An emulsion is a liquid or semi-solid in which globules of fat are evenly distributed throughout. An example is ganache or mayonnaise, butter etc.
INGREDIENTS & ALLERGENS
Q: Do you make your chocolate?
A: No; actual bean-to-bar chocolate making is it's own wonderful artisan skill. We are honored to work with Chocolates El Rey, a Venezuelan company that has pursued the fabrication of high quality chocolate since its establishment in 1929. This family owned company utilizes only premium grade, locally grown raw materials in the formulation of all their award winning chocolate products.
Q: Is your chocolate fair trade?
A: Yes; and single bean origin. To learn more about our ethical chocolate sourcing policy, click here.
Q: Are your products gluten free?
A: Yes. PLEASE NOTE: We do our best to properly separate equipment and working area to avoid allergen exposure. However, we work in a shared commercial kitchen and can not completely control allergen cross exposure. If you are allergic or severely allergic to soy, gluten, tree nuts or peanuts, we strongly recommend you take this disclaimer into consideration. Your safety is our number one concern.
Q: Where can I find the allergen information?
A: After reading each product description, go to 'Additional Information' to review each applicable product's allergen information. You can also review our Allergen Guide.
Q: Do you make any vegan products?
A: Yes, our wonderful stuffed FIG confection, GIANDUIOTTI MAXIMO and NIB BAR.
Q: Are your products certified organic?
A: Not at this time. However, we do make best efforts to use organic ingredients; such as organic cream, butter, peanut butter, lemons, limes, fresh herbs, and fruits. We also have a California issues Organic Processed Product Permit ("OPPR").
Q: Are any of your products kosher?
A: Not at this time.
FRESHNESS & STORAGE
Q: Why do your bonbons and ganache filled bars have such a short shelf life?
A: We do not believe in adding specific preservatives or additives to prolong shelf life. These altering agents change product flavor and texture. For the best experience, enjoy our creations much like you would bakery items: best in the first few days and no later than product expiration date.
Q: Can I put my chocolate in the refrigerator?
A: For best results, store chocolates and confections at or just below room temperature (60-73° F) in an odor-free environment (air tight container) and humidity level of 45-55%. Refrigeration is not recommended. This can create moisture condensation on the chocolate surface resulting in blooming (crystallized white spots on the chocolate surface).
ORDERING:
Q: If I order online, when will I get my package:
A: Orders must be placed by MONDAY 6PM PST to be shipped the following Monday. Shipments go out weekly via USPS Flat Rate Priority Mail box on Monday with delivery estimated in 2-3 business days. This eliminates the risk your package will be held over the weekend and sustain potential product damage. Packages will be delivered to your door without a signature. If you are sending a gift, please tell your recipient when to expect the delivery to prevent product damage from outside weather conditions. You will receive a shipping tracking email to know delivery status. HOLIDAY ORDERS are exempt from this schedule with deadline details on specific holiday product.
Q: Can I create a custom assortment?
A: Custom assortments are only available for large order quantities. However, we will try to have one or two assorted bonbon collections available during any given season. Assortments will be determined by our Master Chocolatier. As our bonbon collection grows, our assortment boxes will increase.
SHIPPING:
Q: Do you ship Internationally?
A: No, not at this time due to our business license restrictions.
Q: What do I do if my chocolates arrive melted?
A: We do our best to ensure our chocolates do not melt in transit. We package them on ice or expedite the shipping when necessary. Unfortunately, Mother Nature can get the best of us and chocolate does melt when the temperature rises over 73 degrees. We can not be held responsible for melted chocolates. We do reserve the right to cancel and/or refund your order in the event temperatures are too risky, based on the shipping method you choose.
Q: Does your shipping option require signature receipt confirmation?
A: Packages will be delivered to your door without a signature requirement. If you are sending a gift, please tell your recipient when to expect the delivery in order to prevent product damage from outside weather conditions.
Q: My shipped packaged never arrived, can I get my money back?
A: We will not take responsibility for missing, stolen or damaged packages after they are delivered to the address specified by the customer or for orders returned or delayed due to incorrect or undeliverable addresses. Please know we will do our best to prevent this from happening and may call to confirm address if needed.
Q: What is your return policy?
A: Valenza Chocolatier's goal is to completely satisfy all customers. We stand behind everything we make and guarantee that our chocolates leave our kitchen in peak condition. Due to the perishable nature of our product, we are unable to provide refunds or exchanges for items that are not damaged or defective.
If, for some reason, you receive an extremely damaged or defective shipped item, please contact us immediately. We are happy to send you replacement items or to refund the original purchase price (excluding shipping). We cannot be held responsible for the following: delays caused by weather, mechanical failure or other acts beyond our control, and/or incorrect or incomplete addresses input by the purchaser on the original web order.