FAQs

Allergy. Nutrition. Information.

Where can I find the nutrition information for your products?

We create nutritious and delicious products that nourish you from the inside out. Handmade, organic, vegan, gluten free, dairy free, soy free and refined sugar free. Phew! You can find specific nutrition information on the product pages of each individual product.

Is Pana Chocolate suitable for vegetarians and/or vegans?

Yes, absolutely! All our products are free from animal products and animal bi-products. We’re also proudly certified by the Vegetarian Society and Vegan Society.

Do Pana Chocolate products contain caffeine?

There is a small, but insignificant amount of caffeine that occurs naturally in cacao. It also contains Theobromine, a stimulant similar, but gentler than caffeine. Theobromine has mood boosting properties but you won’t have to worry about feeling nervous or jittery like old mate caffeine.

I’m gluten intolerant. Do your products contain gluten?

No. All of our chocolate is completely gluten free.

I’m allergic to nuts. Do your products contain nuts?

Some of our products do contain tree nuts and seeds. Whilst other products do not contain nuts everything is made in a facility that handles nuts, so may contain traces of that allergen. We list all ingredients for each product on their individual product page, so you can see if they are suitable for your diet. Like these options – Mint 45g bar or Lamington Cake.

Which products are suitable for people with lactose intolerance?

All of them! That’s right, all of them. We use no dairy ingredients in our chocolate, cakes or any other product. Happy shopping! We’ve taken the liberty to point you to this masterpiece – Fig & Wild Orange – to get you started.

Do you have any sugar free/reduced sugar products?

Whilst we do not have any sugar-free products, they are sweetened with natural sweeteners like organic coconut nectar, maple syrup or organic dark agave nectar and contain no refined sugars.

All of our chocolate bars are under 4g or 1 teaspoon of low GI sugar per 15g serve. For a reduced sugar content you may want to try Nuts (2.3g per serve) or Strawberry & Pistachio (2.4g per serve).

Are your products Kosher/Halal?

All chocolate bars are certified Kosher and Halal. Certification of Pana Chocolate specialty chocolates and cakes is not possible, as flavours change regularly, however all ingredients used are Kosher/Halal.

Do you use artificial colours or preservatives in your products? What about genetically modified ingredients?

Proudly no. All our products are 100% natural with no genetically modified ingredients.

Chocolate. Ingredients. How we make it.

Where does Pana Chocolate source it’s ingredients? Is it ethical/fair trade?

We only source the highest quality raw organic materials straight from their countries of origin, supporting ethical and sustainable sources of income for local workers. The core ingredients which create the unique Pana Chocolate taste and texture are certified organic and fair trade, and where that’s not possible, are still produced under fair trade conditions from small plantation growers.

We work hard to ensure that everyone involved in production and supply is receiving higher than market price for their goods and services.

Only the finest ingredients from around the world:

  • Cacao powder from Bolivia and the Dominican Republic
  • Cacao butter from Peru
  • Coconut oil from the Philippines
  • Coconut nectar from Indonesia
  • Dark agave nectar from Mexico
  • Carob from Spain
  • Cinnamon from Sri Lanka
  • Sea salt from Iceland

Discover more about our ingredients and farmers here.

Where is Pana Chocolate made?

Pana Chocolate is handmade in Melbourne, Australia.

Is Pana Chocolate packaging made from recycled materials?

Pana Chocolate loves the earth, as much as it loves your insides. Our chocolate, ganache and cake packaging is made from 100% recycled materials, our inks are 100% vegetable based, and our glue seal is an edible plant gum.

We’re continuously looking at improvements across other packaging that enable the product to retain its flavour and texture quality whilst being true to the environment. We greatly welcome suggestions of materials from anywhere around the world to assist us in this process.

Online Shopping. Shipping.

Where do you deliver?

We currently deliver chocolate products to Australia, Mainland UK and the following European destinations – Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland. Mainland UK includes Northern Ireland and the Scottish Highlands & Islands, but excludes the Isle of Man, the Channel Islands, the Isle of Wight, and the Isles of Scilly.

If you are based outside these countries, but can’t bear to live without Pana Chocolate, we are happy to assist you with getting your cacao fix. Submit your details at Contact Us or call our Customer Service team on +61 1300 717 488 from Monday to Friday 9am – 5pm AEST. We will calculate your shipping costs when you place your order.

CAKE DELIVERY

For Pana Chocolate cakes, we deliver to the following Melbourne (Australia) suburbs: Abbotsford, Auburn South, Burnley, Camberwell, Carlton, Collingwood, Cotham, Cremorne, Docklands, East Melbourne, Fitzroy, Glenferrie South, Hartwell, Hawksburn, Hawthorn West, Kew, Kooyong, Malvern, Malvern North, Melbourne CBD, Prahran, Prahran East, Richmond, South Melbourne, South Wharf, South Yarra, Southbank, St Kilda Road, Toorak, Windsor.

If you live outside these areas, and want to know what’s possible, submit your details at Contact Us or call our Customer Service team on +61 1300 717 488 from Monday to Friday 9am – 5pm AEST.

How much does delivery cost? And when will I get my order?

SHIP TO     DELIVERY COST    DELIVERY GUIDE     SERVICE
Australia     AUD $8.00                    2-5 business days          Australia Post
UK                GBP £3.50                     1-5 business days          Royal Mail
Europe        EUR €5,50                     3-8 business days         Royal Mail

For European countries, you will be liable for all customs, import duties and taxes once the parcel reaches its destination country.

Please note that while most orders are ready for shipping within 1-2 business days, some orders may take additional time to prepare. We do not ship on Saturdays, Sundays or public/bank holidays. While we will do what we can to ensure your order is delivered on time, Pana Chocolate cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, etc.

CAKE DELIVERY

Pana Chocolate cakes can be hand delivered in Melbourne within our delivery zone for a flat rate of AUD $15.

All cakes ordered online before 3pm will be available from the following day. We hand deliver in Melbourne (Australia), Monday – Friday between 11am and 1pm if delivery address is within the delivery zone (see FAQs for details on the delivery zone). Please select your preferred delivery time when placing your order.

You can also order cakes to Pick Up any day of the week, including weekends, from our flagship stores. Find your nearest store. Note: If you have a long drive from our shop to the cake’s final destination, just leave us a note in checkout. We can leave it frozen to ensure it will reach the final destination without melting.

For delivery of cakes outside of our delivery zone, delivery by a particular time, Sunday pickup or any other enquiry, please submit your details at Contact Us or call our Customer Service team on +61 1300 717 488 from Monday to Friday 9am – 5pm AEST to discuss what may be possible.

What if I am not home to receive my order?

Your shipped online orders should be fine, as long as it’s not too hot at your destination. Chocolate and the sun, whilst two of most people’s favourite things, don’t really mix. If it’s hot where you are we suggest you mail your parcel to a location where someone will be present. If your chocolate should arrive soft, leave it in the freezer for an hour or so. It will taste just as good, but might not look as pretty. As our chocolate is heat-sensitive, we will manage the heat exposure as much as possible, but can’t guarantee product integrity on arrival in warmer climates.

As for cakes, they need to be kept in the refrigerator, so we don’t recommend leaving them unattended.

I’ve placed my order but my shipping details are incorrect. How can I change my details?

We usually process orders within 1-2 business day so please call our Customer Service team on +61 1300 717 488 from Monday to Friday 9am – 5pm AEST or submit your details at Contact Us. We will endeavour to fix up your details before your order is dispatched.

Has my order gone through successfully?

Once your order has been placed you will receive a confirmation email with details of your order and an order number. If you created an account, you will be able to check your order in the Account section. If you have been charged for an order but haven’t received a confirmation email, get in touch at Contact Us or call our Customer Service team on +61 1300 717 488 from Monday to Friday 9am – 5pm AEST.

Can I add something to my order once it’s been placed?

We are happy to change or amend your order if the request is received before the order has been dispatched. We usually process orders within 1-2 business days so please call our Customer Service team on +61 1300 717 488 from Monday to Friday 9am – 5pm AEST or send us your details via Contact Us. You will need to pay for any price difference as a result of the additions. We will need to collect this payment via credit card over the phone.

I’ve received a wrong item/something’s missing from my order.

Oh cacao. We’re sorry to hear that. Please send us your details via Contact Us or call our Customer Service team on +61 1300 717 488 from Monday to Friday 9am – 5pm AEST.

Do you gift wrap? Can I add a gift message to my order?

We do not currently offer a gift wrap service but because we’re thinkers we’ve created a gift pack range just to solve things like this. Check out the range here.

The gift pack also comes with a gift tag which we can add a personalised message to. Actually, we can add a personalised message to anything you purchase, so just complete in the check out process and we’ll put pen to paper. We respond to funny messages with office clapping and laughter, and messages of love with collective ‘awws’.

Can I order a gift voucher online?

Absolutely. You can find our email gift vouchers here. All you need to decide is how much they are worth it.

Our Stores.

What chocolate and desserts do you offer in the Pana Chocolate stores?

We have a large selection of raw, organic cakes and speciality desserts, drinks and a range of retail items including our bars and gift packs. We also offer unique and exclusive items throughout the year.

Do you offer Pana Chocolate store gift vouchers?

Yes, our flagship stores offer vouchers to purchase for friends, family or just because.

Storage. Care Instructions.

How do I store my products?

Since our chocolate and desserts are raw and free of preservatives they have special care instructions, and are very sensitive to heat.

Your chocolate and ganache should ideally be stored below 18°C degrees. Coconut oil has a very low melting point, so your chocolate will become soft if it gets hot. The refrigerator is a safe place for your treats as the quality and texture will not be affected. But be sure to keep it away from any strong odours, as chocolate and cacao absorb odours. If you receive a chocolate package from us that is warm to touch, do not open it straight away.

As for cakes and other delicacies, please store in either the refrigerator or freezer and keep transport of your cake to a minimum, out of direct sunlight or heat.

My Pana Chocolate doesn’t taste right. What should I do?

We pride ourselves on premium quality chocolate and take all issues relating to this very seriously with the attention they deserve. If your purchased product doesn’t taste right, or tastes different to how it usually does, please email us at info@panachocolate.com with the name of the product, the retail store it was purchased from, as well as a picture of the best before date and/or chocolate. Our quality team will use this information to investigate further and ensure we resolve the issue in the best possible way for you.

Does chocolate expire? Is it safe to eat after it’s expired?

All of our packaged products have a best before date, and we recommend devouring them before that date to get the full delicious flavour experience. Best before dates are found on the packaging. As for cakes and speciality shop items, we recommend consuming them within 3-4 days of purchase.

Tours. Classes. Events.

Does Pana Chocolate offer tours or classes?

At this stage, we do not offer regular tours or classes. From time to time we host classes and will advertise these through our blog or social media channels, so make sure you’re following us on Instagram, Facebook or Twitter.

Do you have any events that I can attend?

We advertise all our events through our blog, our newsletter (sign up here) or social media channels, so make sure you’re following us on Instagram, Facebook or Twitter and be the first to know.

Wholesale. Bulk. Custom.

Does Pana Chocolate sell wholesale?

We sure do! We’d love to have you on board. We’re proud to be stocked at some of the best health food shops, cafes, delis, hotels, department stores, supermarkets and food purveyors around the world. Send us your details via our Contact Us page and our team will be in contact as soon as possible.

Are you an existing wholesale client and looking to place an order? Click here.

Do you offer volume discounts?

Well, we’ve brought in this fancy new bundling system just for you. Take a look.

Can Pana Chocolate create custom orders?

Yes. No. Maybe. It all depends on your custom request as to whether Pana Chocolate would be able to fulfil a custom order for you. It’s best to send your details to us at Contact Us to see what’s possible.

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