Ordering online

How to Find and add items to your shopping bag.

A-Sign In, Create a new account and checkout

B-Choose your delivery options.

C-Choose your gifting options.

D-Check your order summary

E-Make payment.

Login & registering

Why will the website not let me register?

It is possible you already have an account registered with us using that email address and password. If so please attempt to log in as an existing customer on the log in screen.

Why am I unable to log in?

This would most likely be due to you not having an active registered account, an incorrect password or a non-registered email address. Please ensure you have registered and if you are a returning customer do not attempt to register again with the same details as this will fail.

What do I do if I've forgotten my password?

On the login screen there is a link beneath the returning customer section with ‘forgotten password?’ written. Click on My Account in the top right corner and then enter your email address. You will be sent an email explaining how you access a password.

What do I do if I've forgotten my email address?

Your e-mail address must be in this format: username@domain.com (or .net, .org, etc.). If you have more than one e-mail address, be sure that you're using the correct e-mail address and password combination for the account you're trying to access. Also, if your computer is set to auto-complete the e-mail, make sure it's the correct e-mail address listed

Why does your website keep asking me to log in?

This may be because you have not been active on the site for a period of time, so we have checked you out for your security and privacy. We ask you to sign into your account any time we need to verify your identity. This includes times when you access account or order information to review or change something. If you're using a device that's shared with people you might not know or trust, like a public terminal, you should always sign out before you leave it.

How do I change the details of my online account?

Shopping bag

How do I put items in the Shopping Bag?

How can I change the quantity of an item I have in the Shopping Bag?

Once you've added an item to your Shopping Bag you can keep searching or browsing until your bag contains all the items you want to order. You can access the contents of your Shopping Bag at any time by clicking the Shopping Bag button at the top of every page of our website. You can change quantity by amending this within the shopping bag or initially when selecting the product itself on the product page. The quantity can be amended during checkout also.

How can I remove something from my Shopping Bag?

You can remove items from your bag by going to the shopping bag mini menu in the top right of your screen and clicking remove beneath each product.

How do I mark something in my Shopping Bag as a gift?

Many of the orders we take from our customers are designed to be sent as gifts. So simply add the items you wish to purchase to your bag and proceed through checkout as normal. You will then be able to split and group your items during checkout as well as assigning different delivery addresses and gifting options.

How do I save something in my Shopping Bag for later?

My Shopping Bag looks right. How do I finish my order?

Simply click ‘checkout' within your shopping bag in the top right hand corner of your screen. You will then be asked to login if you have not done so already before continuing through to checkout.

Delivery

What are delivery options?

Standard delivery will take 1 day and costs $10 per location for single items and $18 on Sunday and Public holiday. We also offer Same Day delivery at $20. For full delivery details click here

What Delivery Restrictions are there?

Some countries do have specific delivery restrictions; these can be based on weight, size, contents, dietary, alcohol or religious reasons. For specific questions please contact us here or directly at sales@laurentbernard.com.sg.

Do you offer next day delivery?

Yes - Next day delivery is available at S$10 per location or S$20 during Sundays and Public Holidays.

Do you offer specific day delivery?

Yes - Nominated day delivery is available at S$10 per location or S$20 during Sundays and Public Holidays.

Do you offer specific time delivery?

Yes – we offer specific time delivery options at S$15 additional for single location.

Do you offer same day delivery ?

Yes-all chocolate boxes, cakes and hampers are available for same day delivery.

How do I send my order to a friend at an address other than my own?

Can I send to multiple addresses in one order?

Can I combine orders to multiple recipients at one address to save on delivery costs?

Yes – you can combine orders to 4 recipients maximum at one address

Can I order online and collect form my local store?

Yes. During step 1 of checkout you will find the delivery page from which you can either select an address or ‘collect from store’.

Do you deliver to all part of Singapore?

We deliver to all locations except Jurong Island, restricted airlines and cargo areas (such as airport cargo complexes, and airline roads) and other locations that are not on mainland Singapore.

What if no one is present to take receipt of the product?

If no one is present to take receipt of the order at the time of delivery, an email notification will be sent to the sender’s supplied email address. The recipient will have the option of redelivery or self-collection. Redelivery charges of S$10 (Next Day) and S$20 (Same Day) will apply to all re-deliveries and are subject to driver availability.

What If I don t collect my order, or no one can take receipt of the order will I get a refund?

Please call our Customer Service team or send a mail to sales@laurentbernard.com.sg at least 24 hours in advance to change your self-collection date and time if necessary. If we do not receive any notification, all uncollected orders will be disposed of within 2 days of the date of collection. Refunds and exchanges are not available in such situations.

Gifting

Can I add gifts flowers bouquet to an order?

Yes, we have a selection of flowers bouquets and champagne available. perfect for a birthday or anniversary celebration!

How do I add message cards?

Can I send a gift anonymously?

Yes-will ensure that your selection is sent anonymously. Perfect for Valentine’s Day orders!

Payment, voucher, discount

What payment methods do laurent Bernard chocolatier accept for order?

Via online we accept Visa, MasterCard, Maestro, American Express and PayPal.

My card has been declined - why?

This is always frustrating and there are a number of reasons as to why a card may decline, we always suggest the best thing to do is to check your details are correct and contact your bank. If no explanation can be found please contact our Customer Service team on

Do you accept PayPal?

Yes

Are there corporate discounts available for large orders?

For information on discounts on large orders please contact our corporate team at sales@laurentbernard.com.sg

Checking, amending and cancelling

I placed an order but didn't receive an order confirmation. Did you get my order?

The first place you should check is your order history. You can view this by logging in and viewing your account. Within your account you will see the order history option in the navigation menu. You will then see a full list of all orders we have received from you online, complete with order number, total price and date. If you do not see your order here please contact our Customer Service team at sales@laurentbernard.com.sg with your name, email and postcode as soon as possible.

Where can I see my order history?

You can view this by logging in and viewing your account. Within your account you will see the order history option in the navigation menu. You will then see a full list of all orders we have received from you online, complete with order number, total price and date.

How to find Your Order Number

Your order number will be visible upon completion of your order, an email order confirmation receipt will also be sent to you. Failing this you can check your order history. You can view this by logging in and viewing your account. Within your account you will see the order history option in the left hand navigation menu. You will then see a full list of all orders we have received from you online. Complete with order number, total price and date.

Can I amend my order after it has been placed?

You should immediately contact our Customer Service team with your order number. Please note we cannot change same day delivery orders.

How can I check my order status and track my order?

A message will be send to you once your order has been delivered.

Returns, replacements and refunds

What if I’m not happy with my order?

You can order in complete confidence; if you’re not 100% happy with your order or we miss an important delivery date, then we guarantee we’ll immediately put it right for you – refunding or replacing as appropriate. Please contact us here – we’re here to help. Alternatively, you can return your order to any of our stores

What if my order arrives damaged?

All of our products have been thoroughly transit tested and carefully packed to ensure they arrive with you in perfect condition. In the event that your order does arrive damaged, please don’t worry. We guarantee we’ll put it right for you –replacing or refunding as appropriate. It’s really beneficial to us if you can take some photographs to show us the damage, it will help in working out how the damage may have happened, and then contact us here – we’re here to help!

Can I contact you about my in store purchase?

Of course; our customer service team are empowered to help, regardless of where or how you made your original purchase. However, please note that we cannot issue you with a refund over the phone for a purchase you made in our stores. Likewise our stores cannot refund you for a mail order purchase. Replacements can be made within reason and you will be asked to provide your proof of purchase before we can proceed. If you have any queries please contact us here.

Can I contact a store about my online purchase?

Of course; our stores are empowered to help, regardless of where or how you made your original purchase.

Can I contact you about a gift I have received?

Of course, we’re here to help so please contact us here.

What happens if I change my mind?

We want you to be 100% happy with your order and all of your purchases are covered by our No Excuses Guarantee. If you change your mind about the item(s) that you have ordered, please contact us here.

My account

How do I change my password?

Click on your name, select update details then you can change your password

Can I save products for later?

If you add an item to your basket, it will stay there until you purchase the product or you remove it from your basket or clear your cookies / cache. You also have the option to add an item to your Wish List which will remember that you have shown an interest in the item until you choose to purchase or remove from your wish list.

Can I see my order history?

How do I add recipes to my binder?

Where can I manage my email / catalogue communication preferences?

How do I review products?

You can write a review on each product by selecting the product you wish to review. At the bottom of the product page, you will have the option to enter your details into the ‘Tell us what you think’ form.

Where can I manage my addresses?

Where can I manage my payment cards?

Products

Where can I find out specific dietary information on products?

Dietary information is available on the product page to the right hand side of the product. If you require further information, we would ask that you send us an email at sales@laurentbernard.com.sg

What is your chocolate ethics policy?

Here at Laurent Bernard chocolatier we are very passionate about the Ethical side of our business. Our chocolate ethics policy can be found online via the following link - Engaged Ethics.

I can't find a product on your website, have you stopped producing it?

We do strive to constantly improve and refresh our product range and try out new ideas, and therefore our range does change quite often.

How do I review a product?

You can write a review on each product by selecting the product you wish to review. At the bottom of the product page, you will have the option to enter your details into the ‘Tell us what you think’ form

Recycling:

Our goal at Laurent Bernard chocolatier is to provide consumers with safe, effective products and use recyclable materials whenever possible. What happens then depends on the local facilities available for recovery or recycling of packaging waste

What is grand crue Collection?

These are dark chocolates whose origins are specific to a region or plantation. Quality can depend upon the quality of the beans and their processing so make sure to taste before buying.

To understand chocolate flavor, you need to understand the different types of Theobroma cacao. The types of true cacao originated in South America. The first to be discovered and cultivated by the European growers was the criollo (pronounced kree’owlow) from northern South America. Its name means “native birth" and if processed correctly, as it has low acid levels and produces a complex, full-flavored chocolate. Unfortunately, the criollo is the most difficult cacao tree to grow, so this type accounts for approximately one percent of the world’s cocoa production. Also it is hard to find, as cross pollination has further diluted the type over time.

Later the forestero (“of the forest”) from the Amazon basin was discovered and began to be cultivated. While the forestero cacao bean itself had a more bitter and acidic flavor, it was a very hardy plant and produced many more fruit pods. Because of those attributes, the forestero has grown in popularity to account for approximately 92 percent of the world’s cocoa production today.

The amelonado was originally a Lower Amazon forestero type that was cultivated in Bahia and the Caribbean islands. Because of its hardiness, this forestero then made its way to West Africa. The amelonado has a mellow flavor that is perfect for milk chocolate.

The trinitario (“native of Trinidad”) cacao type was born after disease devastated the criollo cacao plantations in Trinidad in the 1700s. After the disease had passed, plantations decided to reestablish their business by importing forestero stock from Venezuela. The new stock crossed with the few remaining criollo trees. The hybrid that developed combined the hardiness of the forestero with the full flavor of the criollo. The trinitario type accounts for approximately 5 percent of the world’s cocoa production.

The nacional type is a forastero hybrid cross that surfaced in Ecuador with unknown origins. It has a robust sweet and fruity flavor that is easy to identify and accounts for approximately 2 percent of the world's cocoa production.

Over the centuries the types of cacao have been mixed and mingled so that origins are sometimes hard to discern, and the differences in flavor can vary from one plantation to another, even though the type is the same. So there are now.

With all these flavor differences between types, as well as differences within the type itself, depending on growing conditions and region, chocolate manufacturers and craft chocolate makers can make the flavor of their chocolate products unique by using different cocoa beans that have been fermented and dried to their specifications.

Where is the chocolate made?

All our chocolate products are made in our kitchen in Singapore to ensure maximum freshness. the recipes are all developed by Laurent Bernard, ensuring we get the very best out of the specific beans.

Are the grades suitable for diabetics?

We support modern medical advice, which discredits the concept of ‘diabetic chocolate’. Enjoyed responsibly, chocolate can be enjoyed as part of everyone’s healthy balanced diet. Of course, it helps that the 100% grades in our Vintage range do not contain any added sugar and the high cocoa milks contain as little as 17% added sugar.

Is the range suitable for vegans?

We believe our dark chocolate is suitable for vegans, however as it is made in the same environment as our milk chocolate we cannot guarantee it is free from milk traces.

What does conching time mean?

Conching is all about developing the flavour of your chocolate. The more you conch the more mellow and smooth the flavours will become, the shorter you conch the more punchy and powerful the flavours will be.

How do you determine the cocoa percentage on the products that display a percentage?

Chocolate flavor starts with the cocoa bean itself (the ground bean is usually referred to as chocolate liquor in the industry), represented by its two parts: the solid particles and fat, i.e. cocoa butter. The highest percentage of cocoa bean content is obviously in the unsweetened category—but not many of us can really enjoy a hunk of unsweetened chocolate.

As we move down the page from that category, the cocoa percentage decreases as the sugar increases (along with the percentage of milk products in milk and white chocolate). And there are many different percentage content steps in between the major categories.

But don't just assume that a high cocoa content bar will taste better than a low percentage bar. Chocolate flavor preferences, like wine, vary with each of our palates. Also percentage doesn't let you know if the beans themselves were of good quality and whether they were processed correctly to bring out the beautiful flavor notes. Fermentation, drying and roasting are as important as the beans themselves in producing a great flavor.

Will candles will be provided for birthday cake?

We do not include candles or plastic knife you may purchase them and other goodies from Cake Add-Ons.

Shops

Where can I find details of laurent Bernard chocolatier stores?

You can view Laurent Bernard chocolatier store locations by selecting the ‘Our Locations’ tab at the feet of the page. This will show all laurent bernard chocolatier stores.

Can I buy online and collect in store?

Yes. You will find this option in the 2nd page of checkout as a delivery option, tick 'collect from store'.

Can I return online orders in store?

Yes