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Welcome to our FAQ, we are so happy to have you here.
We have tried to answer the most common questions.

Shipping & Returns

Below are some common questions about shipping, returns, and exchanges

Will my cacao/chocolate melt during the hot summer months?

During the summer, we’ll pack your order with our proprietary natural ice packs in a coir insulated box and refrigerate the package until we ship it. Our Fulfillment team times shipments to prevent chocolate from sitting at shipping facilities over weekends, and we are happy to hold orders until the weather cools, upon request. If your order should arrive in anything but perfect condition, please contact us right away, and we will refund or reship immediately.

What shipping service do you use?

We ship across India using Bluedart or in some circumstances Delhivery.

Can you expedite my shipping?

We can always try. Once you place an order, just call us or drop us an email and we will do our best to make sure it is delivered early.

Where does Oona ship to?

We ship to all major cities in India. Our servicing is limited by the service extended by Bluedart and Delhivery.


Below are some of are common questions about orders

When will my order arrive?

Barring any shipping mixups, all orders will arrive within five to eight business days. You will receive tracking information for your order when it is sent out by our fulfillment team.

Do you have a return or refund policy?

If you are in any way unsatisfied with your order, we hope you'll be in touch.

Email us any time at, including your order number in your message, or call 80770 08014 between 9 am and 7 pm, and we will answer your question. (If busy, or after hours, please leave a text and and we will return your call at our first opportunity.) You may also chat with us to answer questions during factory hours. If your order should arrive in anything but perfect condition, please contact us right away, and we will refund or reship immediately. Read the detailed policy here.

Why is my order delayed?

Though we try our best to ship orders out as soon as possible, delays are inevitable. Some of the reasons are due to harsh weather conditions (we hold shipments during heatwave conditions till the weather cools off), shipper issues like accidents or mixups, etc. We do our best to get all orders picked, packed, and shipped as quickly as possible.

How do I change or cancel my order?

If the order has not been scheduled for shipping, you can cancel your order by sending us an email to

How do I track my order?

When your order is shipped from our warehouse, we will send you an email to confirm your shipment - this email will include a tracking number and link to enable you to track your package.

I have a tracking number, but my order shows no movement. When will I get it?

Don't be worried if your tracking number says that it has no information yet: it can take at least 48 hours to activate on the carrier's end. Due to a high volume of orders, shipping carriers may take even longer to activate the tracking information.

What if the item I want is out of stock?

At times, our products sell out fast! But don't despair. If the item you're looking for is out of stock, keep checking back. We're always updating and restocking our site with your favourites!

Can I change my address after my order has been placed?

Reach out to us immediately. We'll make every effort to change the address information as long as your order has not yet been processed or shipped.

I accidentally entered the wrong apartment number. Can I change it after the order has been placed?

Reach out to us immediately. We'll make every effort to change the address information as long as your order has not yet been processed or shipped.

I received a package with no sender information. Can you please tell me who sent it?

If you received a gift and do not know who sent it, we're happy to help. Please reach out to our team and provide the order information found on the slip in your box so that we can best assist you.


Below are some common questions about our products

Are your products organic certified?

Though most of our ingredients are certified organic, we as a company are not certified organic. We go to great lengths to make sure our farmers do not use chemicals and pesticides; not only do they undergo tests, but we also visit these farms yearly and can personally verify their sustainable and humane practices. In terms of our cacao, we make sure that they are shade grown in biodiversity friendly farms and forests and that the cocoa trees are intercropped with other trees and crops. Organic certification is a very expensive process and often times farmers can't afford it. Though we are not certified organic, 99% of our ingredients can be traced back to their origins. We know the name of every farmer and how every ingredient is produced in the most sustainable manner. For specific product information regarding ingredients and nutrition information, visit that product's page. If you have any additional questions, please feel free to contact us.

Does your chocolate contain nuts?

Yes—we use nuts in some of our chocolate. This means that all of our chocolate is made on equipment that may have been in contact with nuts. Therefore, our other chocolate products may contain traces of peanuts and/or tree nuts.

Are your products gluten-free?

Absolutely! Everything we make is gluten-free and is processed in a gluten-free facility.

Do you have a list of ingredients and nutrition facts for all your products?

All nutritional, allergen, and ingredient information can be found under the specific page for each and every product we make. Note that each product is processed in a facility that also processes milk, peanuts and tree nuts. You can find Allergen/Special Dietary Information for all of our products, here. Don't hesitate to contact us with any questions or concerns you may have.

Do you have any vegan options?

All our products are vegan. Full ingredient information is provided in each product description.

Do you have any sugar-free chocolate?

Each of our cacao is free of any sugar. Other than them, all of our chocolates contain sugar. We use raw cane sugar and coconut sugar in their unprocessed form for all of our products.

How should I store my chocolates?

We recommend keeping your products refrigerated in a dry, cool environment between 8-18 C. Cacao and chocolate is known to absorb aromas and flavours from the environment. Therefore, we recommend storing it in any airtight container or glass jar to ensure the chocolate remains perfect.


Below are some common questions about our ingredients

Where do you get your ingredients from?

We do our best to work directly with the producers who cultivate and produce our ingredients. We travel to origin as frequently as possible to learn about our producers’ best practices, exchange feedback, and make sure that high standards of quality and sustainability are met. We pay a premium far above the world market price and work to strengthen our relationships year after year in order to maintain our collective commitment to sharing the best and most distinctive cacao along with each of our ingredients. You can know more about the ingredients on the individual product pages.

What do you look for when you are sourcing the ingredients?

Whenever we go on to source any ingredient, we start with knowing the producer. We look for farmers and producers who believe in producing good foods sustainably and humanely. We believe that the difference between a good and a bad ingredient is the farmer.

I shop fair trade, can you explain how you pay your farmers and how they share in the profits?

We love the Fair Trade idea. The Fair Trade movement has been important environmentally, socially, and economically. However, for a better world, it's important to ask deeper questions about how organisations treat people: their suppliers, their employees, their community, etc. Fair Trade has also come under scrutiny because some question if the money ever finds its way to the farmer in the field. Our chocolate is not “certified” Fair Trade mainly because the farmers we work with cannot afford the certification but also because we don’t think it’s necessary. We’d like to think that our chocolate is beyond Fair Trade because it’s Direct Trade. Not only do we pay well above Fair Trade prices for the ingredients we buy, but we also work with them to ensure sustainable and humane farming practices. Learn about our standards here.


Below are some common questions about our packaging

What is natural about your packaging? How is it better?

Just about everything! Other than the thin foil used to wrap the chocolates, every element is natural, compostable, recyclable and biodegradable. We believe in the circle of life where what comes from earth should go back to earth harmlessly. You can recycle it, compost it or just put it back into earth. Sometimes we leave the coir outside and watch the birds and squirrels come and take them to build their nests while one of our amazing customers uses it to wash his cast-iron vessels. The ice pack can become food for the herbivores or simply a part of your compost. And about the box, it can go back to the recycler.

Is your packaging recyclable?

Yes absolutely! Each and everything is 100% recyclable.

Is the packaging biodegradable?

Other than the thin aluminum foil used to wrap the chocolate, each and every element is 100% biodegradable. However, we are in the process of transitioning to bamboo paper which is 100% biodegradable.


Below are some general questions

What does Oona mean?

Oona has many meanings across the world. Some of them are: One, universal, happy, warmth, lamb and gentle.

Do you stock your chocolates in stores?

We sell exclusively through our website. In our years of consuming chocolate, not once have we tasted a store bought chocolate that was in absolutely perfect condition. No wonder, chocolate makers mention on the back on their packet that due to temperature and humidity changes, there may be a whitish layer on the chocolate without affecting its fitness for consumption. Absolutely true. But they forget to mention that the chocolate will also not taste the way it should. Not even close. At Cochoa, we believe that everyone deserves to experience the super amazing flavours within a chocolate. Also, in this age of supermarkets, we strive for our products to be super fresh. The only way to do these things is to bring them directly to you. That way in case of any issues, you can just give us a call and we will make things right.

Got more questions?

Reach out to us right away and we will answer all your questions :)

Contact us