Venchi FAQ
If you didn't find an answer to your questions, please contact our customer service team.
My Account
Are you sure you have an account at our website?
If you're not registered, registering at our website is very easy. Click on the "Sign in" link in the top right-hand corner, then insert your email address and choose your password. Finally, click "Sign up" and follow the instructions.
Once you have registered, all you need to do to log in is provide your email address and the password you've chosen.
You've almost certainly registered already, in which case there's no need to register again. If you've forgotten your password, you can retrieve it by clicking on the "Forgot your password?" link.
Click on the "Forgotten password?" link on the Customer Login page. You'll be asked to provide your email address, which is the same one you registered with. You'll have a verification code sent to your email inbox. Once received, you'll need to enter it on the form and click "Continue". A page where you can create a new password will then appear.
If you don't receive an email with the code, check your spam folder. Quite often, auto-generated messages like this are mistaken for spam. If you still experience issues, please fill in the contact form. We will get back to you.
You will be able to unsubscribe from the newsletter independently by scrolling to the bottom of the latest newsletter received until you reach the phrase "If you no longer wish to receive messages from Venchi, click here". Then follow the instructions provided by clicking on the link.
Changing the associated email address is not possible. Should you wish to do this, we advise creating a new account altogether. You can change your personal information and password by accessing the "Personal Profile" area.
To ensure faster deliveries and lower shipping costs, we have opened a new logistics centre in the UK. Unfortunately, due to the migration to the new UK site, it was not possible to retrieve the order history for orders placed before 15 October 2024.
To delete your account on Venchi.com, please submit your request using the dedicated online form, specifying whether you also wish to unsubscribe from the newsletter.
If you signed up for the V-CLUB in store before May 19, 2025, to access your account on the website, you need to complete your registration online as well:
Click on “SIGN IN”
Choose the option “Have you already signed up for V-CLUB in store?”
Register using the same email address you used in store
Shipping and Deliveries
It is not possible to split an order and specify multiple shipping addresses. Only one shipping address can be specified per order.
If you need to send a single order to different addresses, it will not be possible to do so independently from our website; instead, please contact us at the email address special.occasions@venchi.com.
If you were unable to collect your parcel on the first delivery attempt, please access the link you received from the courier when your order was shipped. This will allow you to modify the delivery address or date, deliver to a safe place or a neighbour, redirect and collect your order at a pick up point.
Once the order is confirmed, it will only be possible to change the shipping address independently after the parcel has been handed over to the courier. One day before delivery, you will receive instructions via email and will have the option to either modify the delivery address or choose to collect your order from a pick-up point.
If you wish to modify the day of delivery, please access the link you received from the courier when your order was shipped.
Alternatively, from the same link it will be possible to modify the delivery address, deliver to a safe place or a neighbour, redirect and collect your order at a pick up point.
No, it is not possible to choose one of our stores as a pickup point.
Reaching a minimum purchase amount of £59.00 for orders to be delivered in the United Kingdom.
Yes! To find out which countries we ship to and how to proceed with an order, please visit the Shipping page.
When your order is ready for shipment, you will receive a confirmation email from Venchi containing the tracking link. If you placed your order as a registered user, you will also find the same tracking details in your personal area on our website.
Additionally, one day before delivery, you will receive another email directly from the courier with all the instructions to further track your shipment and manage any changes.
The times detailed in the Shipping page are purely indicative in nature and may vary depending on the time of year (low or high season), festive periods and/or the destination to be reached (for islands and remote areas, these times may be longer). In any event, Venchi is not responsible for any delays attributable to the courier and/or customer. Taking into account any inconveniences that may arise during such periods is recommended when placing orders.
During the summer, we include gel ice packs in our packages to ensure maximum freshness until the products are received.
Additionally, during the hottest months (from May to September), we do not ship on Fridays to prevent storage over the weekend from compromising the preservation process.
Gift Cards, Discount Codes and Promotions
Coupons can only be spent online. Please always check the terms of use as it may be that these coupons can't be used in conjunction with other discounts, don't apply to products that are already discounted, or have expired. Please remember that the minimum spend is always equal to or greater than the value of the discount coupon as the net amount of the order can't be in negative figures for the transaction to be completed successfully.
To successfully apply your discount code, please enter it in the relevant box in the shopping cart and select "Apply". We also recommend that you always read your coupon's terms of use: at times, it may be that they have a minimum spend, can't be used in conjunction with other coupons, or don't apply to shipping fees or products that are already discounted. For more information, please visit the dedicated page.
Here are some additional tips that may help you apply the promotional code correctly:
- Ensure you are logged in or have created a V-CLUB account.
- Manually copy the code to avoid including spaces or other unwanted characters.
- Check the Terms & Conditions to see if the promotion can be combined with already discounted products or other ongoing promotions; otherwise, the discount will only apply to products eligible for the promotion.
- Confirm that you have met the minimum spending requirement as specified in the promotion’s Terms & Conditions.
- Verify that you have added the promotional items to your cart.
- Check the coupon's validity period and make sure the expiry date has not already passed.
- Try placing the order using a different browser.
If the discount code still does not work despite these steps, please contact our Customer Service attaching any relevant screenshots of your cart.
To avoid missing out on any promotions, we recommend signing up for our newsletter and visit our dedicated page.
We recommend signing up for the newsletter, which will keep you up-to-date with all the latest Venchi news and promotions online and in store. When you sign up, you will receive a discount code as a welcoming gift!
Unfortunately, it's not currently possible to purchase or gift someone a Venchi Gift Card.
Products
The products in our catalogue are always present at our online store, even when they're temporarily unavailable. If you can no longer find a particular product, it may be due to a change in the catalogue range.
All of our chocolate recipes are based on the "Buono Buonissimo" rule (100% natural ingredients, less sugar, no artificial ingredients), are gluten-free and don't contain palm oil.β
βIn any event, we always recommend reading the ingredients label carefully to ensure that "gluten-free" is written on it.
This information appears on My Venchi Mix label: "This product contains as an ingredient or may contain traces of NUTS, MILK, SOY, SULPHITES, EGG. GLUTEN FREE".
Unfortunately, we don't currently monitor the presence of nickel in our products. For this reason, if you're allergic, we recommend consulting your physician before purchasing.
A number of our chocolate products don't contain milk or its derivatives as ingredients and are marked as "vegan friendly" on the relevant product pages. In any event, they may contain traces, as expressly indicated on the ingredients label. For this reason, we recommend that you always refer to the information provided in the product labels (which are also available on our website) and the ingredients book present in all our stores.
We always recommend consulting your own physician/nutritionist to know whether or not you can eat the product.
For the NO Added Sugar line, Venchi has formulated a new recipe with a (clean label), clean ingredients list, containing exclusively sugars naturally present in the ingredients, ideal for the consumer wishing to safeguard their well-being without sacrificing taste. Furthermore, unlike many other products on the market, it does not contain any artificial sweeteners.
For further information about this product line, please take a look at this page: Frequently asked questions about the NO Added Sugar line - Venchi.
Of course! Our product pages always make it clear when a product doesn't contain animal-derived ingredients and is therefore suitable for vegan diets. To discover our vegan range, please click here.
With regard to orders placed online, unless otherwise stated on the website, the products shipped have a remaining shelf life of at least 3 months. The specific expiry date is shown on all products received.
The best way to store Venchi chocolate is to keep it in its wrapping in a cool, dry place away from sources of heat and light, at a temperature between 16 and 20 degrees. If these conditions are followed, the product can be safely consumed by the date shown on the label while ensuring its flavour, aroma and microbiological characteristics remain unchanged.
To enjoy Venchi gelato at its best, you can keep it in the freezer for a week. As the gelato is hand-made, it will lose its natural qualities after this period.
The number of chocolates included in a box is always specified in the product page description. In case of any exceptions or if you cannot find this information, we invite you to contact our Customer Service, who will be happy to assist you.
Warranties
If one or more products in your parcel were damaged during shipping, please report it to our Customer Service team, providing a brief description of the damage, including the product’s batch number (usually found on the bottom of the packaging) and your order number.
Don’t forget to take a photo of the damaged product and the packaging, as you will be asked to send it in response to your report!
On all our products, we recognize the legal guarantee of conformity as expressed in the applicable provisions, without prejudice to any limitations related to the nature of the products sold (such as expiration date, perishability). For more information, do not hesitate to consult the Terms and Conditions of Sale page.
If you've received an order with incorrect products or with products missing, please send a message to our Customer Service team and provide a brief description of the issue, including the batch number of the products (generally found on the bottom of the package) and your order number.
In the event of an incorrect product, don't forget to take a photo of the incorrect one.
In the event of a missing product, please make sure to take a picture of all the products you received to help us identify the missing one.
You'll be asked for this later when we respond to your message.
On all our products, we recognize the legal guarantee of conformity as expressed in the applicable provisions, without prejudice to any limitations related to the nature of the products sold (such as expiration date, perishability). For more information, do not hesitate to consult the Terms and Conditions of Sale page.
Gifts and Company Gifts
To prevent the recipient of your sweet gift from receiving an invoice with the prices of the products, we never include this document in the shipment.
No. For privacy reasons, we can't disclose the contact details of the sender to the recipient. You can either inform the recipient of your sweet surprise or add a message on the "Shopping Bag" page. In this case, don't forget to click "Add" when the message is ready to successfully add it.
Of course! You can add a message to your delicious gift from the cart page by clicking on "Add a personalized greeting to your order".
After entering the message text and your signature, don’t forget to click "Add" to save it and correctly include it in your order.
The cards are printed in black and white. We recommend avoiding the use of emojis/emoticons.
Shoppers can be added to your order from the shopping bag page.
To prevent the shopper from being damaged in transit, we never place other products inside of it. Your delicious chocolate treats and carefully folded shopper will be placed inside the package separately.
No, we do not include gift bags for free in your order. If you wish to add a gift bag to your purchase, you can select it from the cart page or from the Accessories and Merchandise page. Each gift bag has an additional cost that will be automatically added to the total of your order.
Unfortunately, it's not currently possible to purchase or gift someone a Venchi Gift Card.
For any information about this, please click here.
For privacy reasons, we cannot provide the sender’s details. However, upon request, our Customer Service can contact the sender to inform them and invite them to get in touch with you directly.
Shopping on the website
To write a review and/or rate a product, simply log in to your Venchi account, visit the product page and write a review at the bottom.
Please let us know about this by filling in the form. We'll try to solve the problem as soon as possible so you can proceed with your order. To better support you, we'll ask you to provide screenshots of the error found.
Thanks to our ongoing research and development in the field of cyber security, we can assure you that the purchasing process is perfectly safe and you can order your favourite chocolate with complete peace of mind.
To place an online order, we invite you to follow the following steps:
- Go to our website https://uk.venchi.com
- Choose your items and add them to the Shopping Bag;
- Check if your shopping bag contains all the desired items in the right quantities by hovering over the bag symbol at the top right of the page and then click on View Shopping Bag;
- If you wish, you can add a greeting card for the recipient and click on Update to save it;
- To complete your order, click on Checkout to enter your delivery address, shipping and payment method, and finally click on Place Order
- Once the order has been placed, you will receive a confirmation e-mail at the address entered.
When entering the shipping address, try to type the full name of the street with the house number and city. A drop-down menu with several addresses will appear. When it does, select the exact address from those listed. When you do this, the other fields (Postal Code, Province Code etc.) will also be filled in. After this, click save and continue to move on to the checkout stage.
If you need more help, please contact us by phone or email here.
With reference to our Terms and Conditions: "By placing an order through the Site, which constitutes a contractual offer, the Buyer acknowledges and declares that they have read all the information provided during the purchasing process and fully accept the General Terms and Conditions and payment terms set out".
These can be viewed here.
To this end, once an order is placed and payment is accepted, changes can't be made to the order. For further enquiries, please contact our Customer Service team.
Items cannot be returned in store.
If you need to make a return for online purchases, please contact Customer Services, following the procedure detailed below. We will verify the facts and determine whether the conditions merit beginning the return procedure on your behalf.
Shipping costs for returns shall be borne by the customer.
- To initiate the return procedure, you need to download the withdrawal form, fill it in and send it to customercare@venchi.com. The form must then be placed in the return package;
- The address to send the return to is as follows: Venchi Richmond ECommerce, 25-26 George St, Richmond TW9 1HY
- Before approving the return, Venchi reserves the right to request photographic proof of the goods that you wish to return;
- The product to be returned must reach the Seller within 14 days of receipt of the notice that the return procedure has been initiated.
You can view the return procedure, detailed in article 16 of the Terms and Conditions, via the following link.
For online purchases, it is essential to strictly follow the return procedure outlined above and send the products to the specified address.
Please refrain from bringing e-commerce returns to our physical store, as the return process for online and in-store purchases is different.
Once the order has been dispatched, two confirmation emails—one from Venchi and another from the courier—will be sent. Both will contain a tracking link through which you can follow—step by step—the status of the shipment and, if necessary, make changes to the recipient's address and details.
If you placed your order as a registered user, you can also access the tracking link via your Order History page in your personal area.
Don't worry! The order confirmation email is sent within 3 hours of the purchase being made. In any event, we always recommend checking your spam folder.
Collaborations, Franchising and Careers
For any collaboration proposal, please write to us via the contact form available here.
If you're interested in stocking our products, please write to us via the contact form here, detailing where your business is based.
No, there are currently no plans to open franchise stores.
For more information, please take a look at the open positions on our Linkedin profile or on Indeed.
Payments and Invoicing
Don't worry! Please note that payment will only be taken by us when the products that you've ordered have been sent. As such, the two amounts you see may represent pre-authorisation and subsequent actual authorisation of the payment.
Please note that the exact release time for the pre-authorization may vary depending on the bank or financial institution involved, which we recommend contacting for further information.
The accepted payment methods are: credit card, Paypal, Apple Pay and Google Pay. Payment by bank transfer or cash on delivery is not available.
For further information, please consult the dedicated page.
No, we never place the invoice document in the order package.
You can request us to do so by writing to the Customer Service team here.
You can request an invoice for any order by selecting the relevant box at the checkout stage and choosing either Private or Corporate. For companies based in the UK, a VAT Number will need to be provided. An invoice will only be produced if requested during the purchasing process. Please remember to ensure that all the invoicing information entered is correct before finalising the order, as it isn't possible to change this afterwards.