Question 1

Why do I see a charge from Zokoko on my statement?

Accepted Answer

A Zokoko charge usually comes from purchasing chocolate bars, gift boxes, drinking chocolate, or other confectionery either at their Emu Heights retail space or via their online store at zokoko.com.au. The charge description may appear as “ZOKOKO”, “ZOKOKO EMU HEIGHTS”, or “ZOKOKO.COM.AU”. Check whether you or someone in your household recently bought chocolates, gifts, or attended a chocolate event or tasting. Also consider any online gift orders you may have sent to another address.

Question 2

Does Zokoko offer subscriptions or recurring chocolate boxes that could explain a monthly charge?

Accepted Answer

Zokoko primarily sells chocolates as one‑off purchases and does not widely advertise a traditional monthly subscription box model. If you see repeat charges, it’s more likely that you’ve placed multiple orders (for example, corporate gifts or repeated online purchases) or that your card details were saved for quicker checkout and you used them again. Review your order history and emails from Zokoko for multiple order confirmations around those dates. If you believe a recurring charge is appearing in error, contact Zokoko via their website so they can investigate.

Question 3

What typical amounts does Zokoko charge, and why does the total seem higher than a single chocolate bar?

Accepted Answer

Individual Zokoko chocolate bars and drinking chocolate are usually in the lower price range for premium craft chocolate, but totals can increase when you buy multiple bars, gift hampers, or add shipping for online orders. It’s common for orders to include several items—such as a mix of bars, gift boxes, and specialty products—so the final amount may be higher than you recall for a single item. Check your email receipt or order confirmation for a line‑by‑line breakdown of items, GST, and any shipping fees. If you can’t find a receipt, Zokoko’s support team can help locate the order using your transaction details.

Question 4

Why do I see a small or pending Zokoko charge that later disappears or changes amount?

Accepted Answer

A small or pending amount from Zokoko can be an authorization hold placed by their payment processor to verify your card when you place or modify an order. This temporary hold may appear as a separate line item and often differs slightly from the final settled amount. Authorization holds should drop off or be replaced by the final charge within a few business days. If a pending amount remains for longer than your bank’s standard timeframe, contact both your bank and Zokoko with the transaction reference to have it reviewed.

Question 5

How can I get a copy of my Zokoko receipt or order confirmation?

Accepted Answer

For online orders, Zokoko normally emails an order confirmation and receipt to the address you entered at checkout—search your inbox (and spam folder) for “Zokoko” or “zokoko.com.au”. If you created an account on their site, you may also be able to view your order history by logging in and checking your past orders. For in‑store purchases, receipts are typically printed at the time of purchase; if you’ve lost it, contact Zokoko with the approximate date, amount, and last four digits of your card so they can try to locate the transaction in their system. Providing a screenshot of the statement line from your bank can also help them match the charge.

Question 6

How do I cancel or change a Zokoko order if I’ve been charged already?

Accepted Answer

Because Zokoko produces and ships perishable chocolate products, orders often move to production and packing quickly, especially during peak seasons. If you need to cancel or change an order (for example, the delivery address or gift message), contact them as soon as possible using the contact details on zokoko.com.au and include your order number and transaction date. If your order has not yet been packed or shipped, they may be able to cancel or modify it; once dispatched, changes are more limited. Any cancellations or changes are subject to their store policies, which are usually outlined on the website.

Question 7

What is Zokoko’s refund or replacement policy if there’s an issue with my order or charge?

Accepted Answer

Zokoko generally aims to ensure products arrive in good condition, but because chocolate is perishable and sensitive to heat, refunds are typically considered on a case‑by‑case basis. If you received damaged items, incorrect products, or believe you were charged incorrectly or twice, contact them promptly via the website with photos (for product issues) and a copy of your receipt or statement line. They may offer a replacement, store credit, or refund depending on the circumstances and their published policies. For suspected fraudulent charges you did not authorize, contact your bank immediately and notify Zokoko so they’re aware of potential misuse of their name.

Question 8

How can I contact Zokoko about a charge I don’t recognize?

Accepted Answer

Visit zokoko.com.au and navigate to their Contact or Customer Service page, where you’ll find their current contact options, which may include a web form, phone number, or email address. When you reach out, provide your full name, the exact amount and date of the charge, and a screenshot or description of how it appears on your bank statement. This information helps their team quickly locate the transaction and confirm what was purchased. If they can’t find a matching order or you still suspect fraud, follow up with your bank or card issuer to dispute the charge.

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