FREE AUSTRALIA WIDE SHIPPING ON ALL ORDERS $50 AND OVER



Frequently Asked Questions

General Stuff

What's the deal with the name? Are you guys really pilots?

Yes we are (were? might still be?) airline pilots. 

So how did you end up doing this?

It goes without saying that 2020 wasn't a great year for a lot of people, but for most airline employees like us it was genuinely our annus horribilis. We had plenty of time on our hands and there's only so much of it you can spend reading and watching depressing news. A hobby was needed! (One which has since morphed into a real business.)

Sure, but why chocolate?

I mean why not? Chocolate is delicious and how can you not be happy when you're surrounded by chocolate - you've seen Willy Wonka and his chocolate factory, so you get it. When faced with a year like 2020 we're surprised more people didn't start making (and eating) chocolate. 

You talk about "Bean-to-Bar" a lot. What's that all about?

That's just a snappy way of saying that we make our chocolate from scratch. A lot of small chocolate companies just buy bulk chocolate and then remould it. That's not how we roll. We start out with raw cocoa beans, then we roast, crush, grind, temper and mould them to end up with our finished chocolate bars. 

Our Chocolate

Where do you get your cocoa beans from?

We currently get most our beans from Samoa and the Solomon Islands, but we've made chocolate with beans from far flung places like Tanzania and Panama in the past. Basically we're open to buying beans from anywhere in the world as long as they're top quality and the farmers we get them from aren't being ripped off. 

How long do you grind your beans and sugar for?

It depends on what variety we're making, but the short answer is anywhere between 48 and 72 hours. That might seem like a long time to grind up chocolate, but it's how we make sure we end up with the silkiest, smoothest chocolate possible. As they say, good things take time - and we know you don't want gritty chocolate. 

What sort of preservatives or other weird additives does your chocolate have?

Absolutely none - you definitely don't need to be a scientist to read our ingredient list. Unlike most chocolate makers we don't even add an emulsifier like soy lecithin to our chocolate.

Payment

What payment methods do you accept?

We accept all the normal credit cards - Visa, Mastercard, AMEX - plus a few other options like Google Pay. We'd be shocked if you couldn't find a payment method that works for you. 

Ordering and Delivery

Can I change my order?

If we haven't packaged or shipped your order you can definitely still change it. Just send us an email ASAP and we'll sort it out. 

When will my order arrive?

Generally we say allow for a week for your order to arrive. Remember that we're shipping your order from Perth, and Perth is a long way from the rest of Australia.

Ok, but what if I want my chocolate now!?

We hear you. We have an express shipping option too for when you need your chocolate in a hurry. Delivery time is 1-3 working days (depending on your location in Australia and depending on Australia Post's mood.)

What countries do you ship to?

Just Australia at the moment unfortunately.

How much is shipping?

Shipping is free within Australia on all orders $50 and over. If your order is under $50 shipping will set you back $5, which gives you a good excuse to buy more chocolate.

Returns

Can I return or exchange my chocolate?

Unfortunately we can't accept returns or exchanges of our chocolate due to change of mind. If you're not happy with your order for any reason though, make sure you let us know so we can fix it up for you. Send us an email (orders@twolostpilots.com.au) with your order number and we'll get back to you ASAP.

My order has arrived but it’s damaged. What can I do?

If your order arrives damaged, make sure you send us an email (orders@twolostpilots.com.au) and include a photo of the damaged items. We know it might be tempting, but please don't go eating the damaged chocolate until we've sorted it out with you. We'll either issue a refund or resend the damaged items depending on the circumstances.