FAQ's
Answers to some frequently asked questions can be found below. If you still need assistance, our customer service team will be happy to help you.
Allergens
Is your chocolate dairy free?
Yes, all of our products are certified dairy free.
Is your chocolate lactose free?
Yes, all of our products are lactose free.
Is your chocolate gluten free?
Yes, all of our products are gluten free.
Is your chocolate soya free?
Yes, all of our products are soya free.
Is your chocolate nut free?
Moo Free Products displaying the FF14 logo on the front of the pack (see below) and a nut free claim on the back have been produced during our verified allergen testing period. This includes testing for tree nuts and peanuts, giving you additional reassurance when choosing your Moo Free treats.
What does the “Free From UK Top 14 Allergens” logo mean?
The logo means the product was produced during a period where it was tested for the UK’s top 14 allergens.
Which allergens are included within the top 14?
The UK top 14 allergens are:
- Celery
- Cereals containing gluten
- Crustaceans
- Eggs
- Fish
- Lupin
- Milk
- Molluscs
- Mustard
- Nuts
- Peanuts
- Sesame
- Soya
- Sulphur dioxide/sulphites
Why is the nut free claim being highlighted?
We know nut allergies are a major concern for many families. Although we have not used nuts in our ingredients or production areas since April 2021, we can now support a nut free claim through our allergen testing programme.
What do you mean by “nuts”?
In food allergy labelling, the tree nut family refers to a group of eight major nuts that grow on trees:
- Almonds
- Hazelnuts (also known as cob nuts or filberts)
- Walnuts
- Cashews
- Pecans
- Brazil nuts
- Pistachios
- Macadamia nuts (also known as Queensland nuts)
These eight tree nuts are referenced as the core group in food labelling regulations and are included within our allergen validation studies.
Are peanuts considered nuts?
Peanut allergy is a specific food allergy to peanuts (Arachis hypogaea). Peanuts are different from tree nuts because they are legumes and belong to the Fabaceae bean family rather than being true nuts. However, peanuts are included within our nut free controls and allergen testing programme.
Have Moo Free products always been made without nuts?
We have not used nuts in our ingredients or production areas since April 2021.
Why were older packs not labelled nut free?
Although our products and production areas were nut free, we were not previously carrying out the specific testing required to support an official on-pack nut free claim.
Can I trust products with the logo to be nut free?
Yes. Products displaying the “Free From Top 14 Allergens” logo and nut free allergy advice have been produced during our verified allergen testing period, including testing for tree nuts and peanuts.
What about shea butter?
Shea butter is used as an ingredient in some of our recipes. Shea butter is processed and refined from shea kernels. Although these are grown on a tree and are sometimes referred to as a nut, shea is not considered a tree nut allergen under food labelling laws.
Shea butter is highly refined to remove the protein, which significantly reduces the risk of an allergic reaction, and it is therefore exempt from the list of declarable nut allergens.
Why do some packs not yet include the new logo?
We are currently transitioning our packaging, so some products may still appear in older packaging without the updated logo or claims. We anticipate that all packaging will be updated by the end of the year.
Orders
Can I cancel my order?
Once your transaction is complete and we begin processing your order it cannot be cancelled.
Can I change my order?
Once your transaction is complete and we begin processing your order it cannot be changed.
Can I return my order?
Because our products are food, we cannot accept any returns.
Delivery
What are my shipping options?
Please see our delivery page for more information regarding your shipping options.
Do you offer international shipping?
We don't currently offer international shipping. Shipping is available to UK addresses only.
Do you deliver to the Isles or Northern Ireland?
At the moment, we’ve paused delivery to the Isles and Northern Ireland due to recent Royal Mail changes. We hope to resume this service soon.
Where's my delivery?
Please see our delivery page for more information on shipping times. If you believe your order has been lost in transit and has not arrived, please contact us.
