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frequently asked questions

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You can call us, e-mail us, send us a letter, or pop on over. Contact

frequently asked questions

Why are your bars unevenly divided?

To us it doesn't make sense for chocolate bars to be divided into chunks of equal sizes when there is so much inequality in the chocolate industry! The unevenly sized chunks of our 180g bars are a nice way of reminding our choco friends that the profits in the chocolate industry are unfairly divided. Check out our handy video explanation here.

And in case you haven't noticed, the bottom of our bars represents the Equator. The chunks above are the Gulf of Guinea. Then from left to right you have Ivory Coast, Ghana, Togo and Benin (terribly politically incorrect, we know, but we had to combine them to create enough space for a hazelnut), Nigeria and part of Cameroon.

How do I create a retail account?

Click here to register and create an account for our Chocoshop. You can register as a reseller (if you want to sell Tony's to your customers), business (if you want to give chocolate to your staff for free) or a consumer. 

If you need help to create an account, please send us an email to mailuk@tonyschocolonely.com. We’ll be happy to help!

Where’s my order?

Yes, it can't get to you fast enough, we know! 

We ship orders from Monday to Friday. Depending on where you live in the UK, delivery varies from 1 to 5 business days. 

If you really can't wait a moment longer, send an email to mailuk@tonyschocolonely.com noting your order number. Your order number is on the confirmation email we sent you. You can also find it in the 'my orders' section of your account. 

So who is this Tony anyway? And what’s up with the Chocolonely?

Our company was founded by Teun van de Keuken, a Dutch journalist who launched the crusade against (child) slavery in the chocolate industry on the consumer watchdog show Keuringsdienst van Waarde. Tony is the English equivalent of Teun. Teun was shocked to discover that slavery still existed in the cocoa sector. He tried to discuss the problem with the large chocolate makers, but they ignored him. So he took action. He decided to lead by example and make 5,000 Fairtrade chocolate bars himself. Tony’s Chocolonely was born.

And because he felt as if he was the only person in the chocolate industry who cared about eradicating slavery, he named his chocolate ‘Chocolonely’. Make sense? The chocolate industry was a lonely place for those crusading for 100% slave free!

General

So who is this Tony anyway? And what’s up with the Chocolonely?

Our company was founded by Teun van de Keuken, a Dutch journalist who launched the crusade against (child) slavery in the chocolate industry on the consumer watchdog show Keuringsdienst van Waarde. Tony is the English equivalent of Teun. Teun was shocked to discover that slavery still existed in the cocoa sector. He tried to discuss the problem with the large chocolate makers, but they ignored him. So he took action. He decided to lead by example and make 5,000 Fairtrade chocolate bars himself. Tony’s Chocolonely was born.

And because he felt as if he was the only person in the chocolate industry who cared about eradicating slavery, he named his chocolate ‘Chocolonely’. Make sense? The chocolate industry was a lonely place for those crusading for 100% slave free!

Do you also consider the environment?

Of course! We expect farmers to treat the environment with respect. And we actively encourage the farmers who supply our beans to implement more environmentally friendly production methods. The cooperatives we work with receive training. This helps minimise the use of pesticides and ensures appropriate and economical use of chemical fertiliser. Deforestation is strictly prohibited. Climate change is an increasingly important issue for Tony's, particularly since cocoa farmers are directly affected. Drought and extreme heat increase the likelihood of failed harvests and affect the quality of the cocoa beans. Yet this is a trend that is expected to increase. At the moment, we offset our emissions through Justdiggit. We'll also be taking steps to reduce our emissions over the next few years. Ultimately, we want to ensure that whenever someone eats a bar of Tony's they're making a positive contribution to the environment.

In 2012 we also changed the wrappers on our bars. We now use uncoated, recycled FSC-certified paper. What?! Believe us, it's better for the environment. It means the wrappers on our bars are not coated with porcelain or kaolin. The paper is made from a mixture of recycled and FSC-certified paper. So, in a past life, the wrapper on your bar might have been the label on a jar of peanut butter or a box of chocolates! FSC stands for Forest Stewardship Council. Sounds impressive, doesn't it? And it is. It means the paper originates from sustainably managed forests. The foil we use contains as much recycled material as possible and we've also made it as thin as possible.

Why are your bars unevenly divided?

To us it doesn't make sense for chocolate bars to be divided into chunks of equal sizes when there is so much inequality in the chocolate industry! The unevenly sized chunks of our 180g bars are a nice way of reminding our choco friends that the profits in the chocolate industry are unfairly divided. Check out our handy video explanation here.

And in case you haven't noticed, the bottom of our bars represents the Equator. The chunks above are the Gulf of Guinea. Then from left to right you have Ivory Coast, Ghana, Togo and Benin (terribly politically incorrect, we know, but we had to combine them to create enough space for a hazelnut), Nigeria and part of Cameroon.

What about all the other certification systems?

There are all kinds of labels on chocolate packaging. This is because there are several certification systems that operate under different names. Fairtrade and Rainforest Alliance (previously Rainforest Alliance and UTZ before they merged in 2018) are independent certificates that follow ISEAL's Codes of Good Practice for Setting Social and Environmental Standards, and there are also brands that have created their own certification systems such as Mondelez’s Cocoa Life and Nestle’s Cocoa Plan.

Certifications are third party checks on an external set of standards, a kind of compliance check on sustainability for companies. They are however not all the same. There are some fundamental differences between Fairtrade and Rainforest Alliance. Fairtrade guarantees a minimum price for their cocoa to protect against market volatilities. Fairtrade believes that farmers are stronger when they join forces, so Fairtrade farmers must be united in a cooperative. Rainforest Alliance places strong emphasis on conservation of the environment and farmers receive a variable premium on top of the market price. They work with cooperatives, as well as independent farmers.

As far as we're concerned, certification is a starting point and the proliferation of certification models makes it harder for consumers to understand what they represent. Euromonitor International’s research in 2018 revealed own labels, such as Cadbury’s Cocoa Life or Nestlé’s Cocoa Plan, could create consumer confusion - ‘Many in-house schemes have yet to resonate; and consumers may be unclear about the changing working relationships between certifiers and brands.’ To create a fairer supply chain we believe that companies have to go further than certification and take full responsibility, that's why we have developed our 5 sourcing principles. We invite any other organisation that sources cocoa to come round for coffee (and chocolate) to learn more about how they can adopt these principles through Tony’s Open Chain.

What type of paper do you use for your wrappers?

For our 180g wrappers (that's all of our big bars) we use 100g Cocoon Offset paper.

It's 100% recycled, uncoated offset paper with excellent whiteness (CIE 150). It's also FSC® Recycled and EU Ecolabel certified.

history

How did it all start?

Almost 15 years ago, Dutch journalist Teun (Tony) van de Keuken started investigating the use of slavery in the cocoa industry for the consumer watchdog show Keuringsdienst van Waarde. He was shocked to discover that most of the chocolate on supermarket shelves was made from cocoa harvested by slaves — and worse still, by child slaves. He decided to take action. First he approached some of the world’s largest chocolate makers, but they ignored him.

So he rolled up his sleeves and started to raise awareness of the issue. He ate a couple of chocolate bars and turned himself in to the authorities as a chocolate criminal. By eating chocolate, he was complicit in slavery. But the public prosecutor wouldn’t prosecute him. Teun didn’t give up. He went looking for victims of chocolate consumption. He found 4 boys who had worked as slaves on a cocoa farm in Ivory Coast and asked them to act as witnesses. They provided evidence against Teun and the 2,136 other chocolate consumers who had since joined Teun in his campaign. On 29 November 2005, still awaiting the judge’s decision, Teun decided to lead by example and make 5,000 Fairtrade chocolate bars. Tony’s Chocolonely was born.

The very first Fairtrade Tony’s Chocolonely bars hit the supermarket shelves in 2005. In 2006 the company became legit by registering with the Chamber of Commerce. We’ve been flying high ever since, but our number one priority has always remained the same. We want to eradicate slavery from the global chocolate industry.



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Why did you change ‘on our way to 100% slave free’ to ‘together we make chocolate 100% slave free’?

Our vision is 100% slave free chocolate. Not just our chocolate, but all chocolate worldwide. For 13 years we’ve been striving to make chocolate 100% slave free. Along the way we have been supported, encouraged, challenged and eaten by many. We’ve learned a lot: especially how difficult it is to change the industry. After 14 years we’re not there yet. Our chocolate is still not 100% slave free, and slave-free chocolate is far from the norm.

We can’t do it alone. Alone we make slave-free chocolate, but only together will we make all chocolate 100% slave free. We’re now building a movement of friends who want to join us. We’re actively looking for partners to follow our model and we want you to join us. The more people who choose slave-free chocolate and share our story, the sooner slave free becomes the norm in chocolate. It's up to you! Will you join us?

ingredients

Why is your chocolate Fairtrade certified?

When Tony's began, Max Havelaar (that's Fairtrade Netherlands) was the only organisation seeking to promote fair trade and better living conditions for cocoa farmers. To qualify for Fairtrade certification, production conditions must meet certain minimum social and environmental standards. Also, as a certification system, Fairtrade is most closely aligned with our mission, because it guarantees farmers a minimum price for their cocoa, and works with cooperatives. Having said this, as far as we're concerned, certification is simply a starting point: the first step on the way to a fair supply chain. We believe it's possible to do more. That's why we developed our 5 Principles of Cooperation.

Where does your cocoa come from?

In 2012 we started buying our cocoa mass directly from cocoa farmers in West Africa. We're now working with 7 cocoa cooperatives: 3 in Ghana (ABOCFA, Asetenapa and Asunafo) and 4 in Ivory Coast (Kapatchiva, ECAM, ECOJAD and SOCOOPACDI). All of these cooperatives benefit from our 5 Principles of Cooperation

We want to create change in places where it’s most needed and always in a way that inspires the industry. That’s why we only work in West Africa, where over 60% of the world's cocoa is grown. This is where the social problems are most pronounced. It’s also where the chocolate giants get their cocoa. If we can implement fair business practices in Ghana and Ivory Coast, then the big companies can do it too!

Is your chocolate also organic?

ABOCFA is the first certified organic cooperative in West Africa. We support this, but organic farming doesn't necessarily deliver a better income for farmers in West Africa. Organic farming is a skill. To be good at it, farmers have to be professional. They have to have a great deal of knowledge and they also have to be able to invest in their farms. This is far from the reality for most cocoa farmers. So for the moment we're not seeking to make our supply chain organic. That's why it doesn't say 'organic' on our wrappers. For us, social impact comes first. At the same time, we do what we can to protect the environment.

Do you have a sugar-free bar or one with a sugar substitute?

At the moment we don't have any plans to produce a sugar-free Tony's bar or to produce one with a sugar substitute. Our mission is 100% slave- free chocolate. To achieve it, we have to make the most amazing ethically produced chocolate, so we can help cocoa farmers create a better future for themselves and inspire other chocolate makers to follow our example. In other words, we want to change the mainstream chocolate industry. Sugar-free bars are still too much of a niche product. Producing one won't help the cocoa farmers. But this may not always be the case. We do our best to always be one step ahead.

chocoshop - general

Where can I find your privacy policy?

Please click here for our privacy policy.

What’s your return policy?

We don’t accept returns. If, however, you have a problem or are unsatisfied with your order in any way, please send an email to mailuk@tonyschocolonely.com. We can turn (almost) anything into chocolate!

Where can I find your terms and conditions?

Please click here for our terms and conditions.

Can I add a personal message to my order?

Unfortunately, at the moment that’s not possible.. but we're working hard to make this change.

I have a discount code. Where do I enter it?

Lucky you!

When you’ve finished shopping and during the checkout process, you'll see the items you have selected in your basket. At the bottom, there's a box where you can enter your discount code. 

Can I order on account?

No sorry, we don't offer this.

If you have another question about our payment methods, please send an email to mailuk@tonyschocolonely.com.

chocoshop - my account

How do I create an account and how do I log in?

Click here to register and create an account for our Chocoshop. 

If you need help to create an account, just send us an email and we'll be happy to help mailuk@tonyschocolonely.com.

Where can I find and change my account details?

To access your profile page, first log in by clicking on the person icon in the top right of the screen. Once you're on your profile page, you can change your details and view your past orders and saved addresses. 

If you have any other questions, send us an email to mailuk@tonyschocolonely.com. We’ll be happy to help!

How do I create a retail account?

Click here to register and create an account for our Chocoshop. You can register as a reseller (if you want to sell Tony's to your customers), business (if you want to give chocolate to your staff for free) or a consumer. 

If you need help to create an account, please send us an email to mailuk@tonyschocolonely.com. We’ll be happy to help!

Where can I find my invoices?

If you order something from our Chocoshop, we'll send you the invoice by email.

You can also find your invoice on your profile page. To access your profile page, first log in by clicking on the person icon in the top right of the screen. Once you're on your profile page, you can change your details and view your past orders, invoices and saved addresses. 

chocoshop - my order

I want to change or cancel my order. How do I do that?

Send an email to mailuk@tonyschocolonely.com, and we'll see if it's still possible to change or cancel your order.

Where’s my order?

Yes, it can't get to you fast enough, we know! 

We ship orders from Monday to Friday. Depending on where you live in the UK, delivery varies from 1 to 5 business days. 

If you really can't wait a moment longer, send an email to mailuk@tonyschocolonely.com noting your order number. Your order number is on the confirmation email we sent you. You can also find it in the 'my orders' section of your account. 

I have a complaint about my order. What should I do?

Ouch! We’re sorry to hear that. please send an email to mailuk@tonyschocolonely.com. We'll be happy to help you find a solution!

chocoshop - shipping info

What’s the delivery time?

Due to increased demand our orders are a little slower than usual. Please expect up to 7 working days for your order to arrive.

Do you ship to PO boxes?

No. We only deliver to physical street addresses. Unfortunately we don't accept PO box numbers.

What do you charge for shipping?

Our shipping and handling costs are as follows:

Consumers:

  To: Mainland UK (England,  Scotland & Wales)
£10 & under  £4.50 (ex. VAT)
Over £10  Free

  To: Northern Ireland
£20 & under  £10.00
Over £20  Free


Shipping will automatically be applied at checkout. 

Wholesale:

  To: Mainland UK (England, Scotland & Wales)
£150 & under  £4.50
Over £150  Free

  To: Northern Ireland
£150 & under  £10.00 (ex. VAT)
Over £150  Free


Any questions? Please send an email to mailuk@tonyschocolonely.com. We can turn (almost) anything into chocolate!

Do you also ship abroad?

At the moment, our parcel partners only deliver our bars within the UK. We think it's important that you know exactly what's in our bars (the ingredients are listed in English.) This way, we can also guarantee that your bars arrive when we say they will..

If you have questions about another country, please send an email to export@tonyschocolonely.com.

Can I have items in my order delivered to different addresses?

No, unfortunately not. 

Our chocolate postman can only deliver bars and other items to one address per order.

personalised wrappers

What type of paper do you use for your wrappers?

Our bars aren't packed in one, but two separate wrappers. The first wrapper is a (1.5 grams) aluminum foil, as thin as possible. The second layer consists of a paper wrapper. Why packed separately? We just made it more easy for you to throw 'em away the right way once you finished your bar. The aluminum foil in the regular waste bin and the paper wrapper in the paper bin. Reeeeecycle!

Aluminium foil
For our large bars we use an aluminum foil that can be recycled via the regular waste flow. The benefit of the aluminum foil that we use at Tony's is that it is a foil that consists of one material (and isn't a composite of several layers). This way, the foil can be easily separated from other waste by the waste processor. Once separated, the aluminum foil can be recycled for 100%. That's how we like it!

*important note for when you finished your bar: it's best to throw away the aluminum foil in its entirety (not in several small pieces). This makes it easier for the waste processor to separate it from other waste in the recycling process. Easy does it!

Paper wrappers
The paper we wrap around our Tony's bars is made of Sappi Magno Natural pure fibers. Unbleached and uncoated. We used to use recycled paper, but unfortunately this paper is no longer available. What about another? At the moment there is no alternative of recycled paper available on the market that meets Tony's criteria in the areas of quality assurance, processability and look & feel. But ofcourse we'll continue to look for alternatives of recycled paper that do meet these criteria. That's a promise. 

Do you have an example drawing and artwork specifications for me?

Of course we have 'em! Download (and upload) the template, artwork specifications and rules here.

I have a complaint about my personalized bar. Now what.. ?

Oops, that ain't nice! Please send an email to mytonys@tonyschocolonely.com, or call our chocophone +44 20 3787 4135. We are happy to help you and find a solution!

I want to upload my self made wrapper, how do I do that?

You can upload your design over here. Drag your design file to the square box on the upload page (below) and watch the preview in 3D. Happy? Hit that order button to pick your flavour and number of bars. Enjoy!

I want to order 4000 or more personalized bars, how do I do that?

For larger orders, the ordering process goes through a Tony from the Chocofancare team. Send an email to mytonys@tonyschocolonely.com and we'll be here to help! 

I want to (re)sell personalized bars, is that allowed?

Personalized bars are meant as a gift. Soooo it's not allowed to resell them. But hey.. it's much more fun to give 'em away, right?

Heeelp! My personalized bar is missing in the delivery. What to do?

No worries! Our personalized bars are shipped from a different location than our regular chocolate bars. Your personalized bar is getting wrapped in its unique jacket at our friends of Wihabo (the printing company we work with). This means that combi orders don't always fall on your doormat at the same time. We expect you receive both parts of your order quickly. If this isn't the case, please let us know by sending an email to mytonys@tonyschocolonely.com.

Delivery times for Tony's personalized bars:

1 to 100 bars: 4 working days. 

101 to 250 bars: 5 working days. For example: If ordered on monday before 12:00, this will be delivered on Friday.

251 to 500 bars: 6 working days. For example: If ordered on monday before 12:00, this will be delivered next Monday.

501 and more: 8 working days.

Can I find my designed wrapper somewhere?

Yeah, for sure! You can save your design via the wrapper creator. Make sure you are logged in first, so we know where to save your wrapper.  

You can find your own designs on your profile page by clicking on 'my wrappers'.

How do I order a personalised bar

So you want to design your own wrapper? Cool! 

At the bottom of this page, you'll find information about pricing, delivery times, flavours and more. We also provided some examples for inspiration. Starting at orders from €250,- we're not charging delivery costs. And keep in mind: one order = one delivery address. 

Orders in our wrapper creator
Design you own wrapper in our wrapper creator, pick your flavour and order away! 

Order with a custom design

You can also order custom design wrappers created in Adobe Illustrator or Indesign, giving you ultimate freedom in your design. You can download the template- and upload your design on this page

Rather order via e-mail? We only do this for exceptional requests. Think about the Tony's text printed in different languages or using golden foil for texts/elements orrrr printing different names on the wrappers. We can do it all! Wohh..

For businesses
If you don't have a (business) account yet, make sure you make one first soooo you can save your wrappers, track your orders, download your invoices and lot's more!
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