Frequently Asked Questions

Below you’ll find answers to some of the most commonly asked questions about ordering from Loaded Stuff, including payments, shipping, returns, and general product information.

If your question is specific to a particular product, you may also find more detailed answers on the relevant product page. Many of our product pages include additional FAQs towards the bottom with information tailored to that item.

If you still need help or can’t find what you’re looking for, feel free to get in touch and we’ll be happy to assist.

Orders, Payments & Products

What payment methods do you accept?

We accept Visa, Mastercard, Shop Pay, Apple Pay, Google Pay, and other secure payment methods displayed at checkout. All payments are processed securely through Shopify.

Can I change or cancel my order after placing it?

If you need to make a change, please contact us as soon as possible. Once your order has been prepared or dispatched, changes or cancellations may no longer be possible, depending on the products ordered.

Do you sell gift cards?

Yes. We offer digital gift cards delivered instantly by email. Gift cards can be used across our entire store, do not expire, are non-refundable, and cannot be exchanged for cash.

How are your chocolates and dessert products made?

All of our chocolates, including our Dubai Chocolate Bars, Loaded Peanut Butter and Scoop Crunch Jars, are made fresh in small batches using premium ingredients. Because each product is made by hand, slight variations in appearance are completely normal and part of what makes every order unique.

Where can I find more information about your products?

Every product has its own dedicated product page with detailed descriptions, ingredients, storage instructions and FAQs. Simply scroll to the bottom of the product page to find answers specific to that product or flavour.

Shipping & Delivery

How long does it take to process and ship my order?

Most orders are processed and dispatched within 2 to 3 business days. During warmer months, generally between November and March, we do not usually dispatch on Thursdays or Fridays to reduce the risk of parcels sitting in delivery depots over the weekend.

What shipping options do you offer?

We offer Standard Shipping, Express Shipping, and Express Insulated Shipping. Express and Express Insulated are highly recommended for chocolate orders, particularly during warmer weather.

Do you ship chocolate during hot weather?

Yes. We take additional precautions during warm weather by using protective packaging and offering Express Insulated Shipping with ice packs. While ice packs help minimise heat exposure, they cannot guarantee products will not soften or melt during transit.

Will my order be delayed during extreme heat?

In some cases, yes. If temperatures are too high, we may delay dispatch to help protect your order and ensure it arrives in the best possible condition. Any significant shipping delays will be displayed on our website.

How can I reduce the risk of my chocolate melting?

For the best results, we recommend:

  • Choosing Express or Express Insulated Shipping.
  • Ordering earlier in the week.
  • Avoiding Authority to Leave.
  • Checking your local weather forecast before placing your order.
  • Bringing your parcel inside as soon as it has been delivered.

Returns, Refunds & Order Issues

Do you accept returns?

Due to the perishable nature of our products, returns are only accepted in limited circumstances. Please refer to our Returns & Refunds Policy for complete terms and conditions.

When can I request a return or refund?

You may be eligible for a return or refund if your order arrives damaged, faulty, incorrect, or with missing items. Requests must be submitted within 7 days of delivery and approved before any products are returned.

Do you offer refunds for melted chocolate?

No. We do not provide refunds for products affected by heat during transit, parcels returned due to incorrect addresses, or parcels that were not collected in time. During warm weather, we strongly recommend selecting Express or Express Insulated Shipping.

What should I do if I receive the wrong item or something is missing?

Please contact us within 2 days of receiving your order. Include your order number, a description of the issue, and clear photographs where applicable. Our team will investigate and resolve the issue as quickly as possible.

What happens if my parcel is returned or not collected?

Refunds and replacements are not available for parcels returned because of an incorrect address or because they were not collected. If your parcel is returned to us, we can resend it once additional shipping has been paid. Please note that reshipped orders travel at the customer's risk due to possible heat exposure during transit.