Here you’ll find the answers to the most common questions our customers ask us. If your question isn’t answered here, give us a call and our friendly customer service team will be happy to help!
Creating your account on the Keylink website allows you to make purchases, download product specifications and price lists, and receive notifications about the products you buy straight to your Keylink message inbox.
To get started, click Login/Register at the top right of the website on desktop, or click the account icon on the bottom bar on mobile. Under ‘New User’, choose the best option for you and complete the form with your details.
Choose a username and password or phrase you can remember but won’t be easily guessed. Select the closest option to your business activity, as this will help us to understand how best to support you with product information, trends and inspiration.
Log into your account on keylink.org, then click the My Account menu in the top right on desktop, or on the bottom bar on mobile. Beneath ‘Order Information’, click ‘View Order History’ to see your past orders. To find a current order, click ‘Track Recent Orders’.
It can take a few minutes for a new order to appear on your account. If you cannot see your order, check back in half an hour, and if it still isn’t showing please give us a call on 0114 245 5400.
Yes, a VAT invoice will be emailed to you within a day or two of your order being received. If you’d like us to add your VAT number to your account, just send an email to your account manager or sales@keylink.org.
If you’re having trouble logging in, give us a call and one of our customer service team will talk you through the process to help find the issue. They can also process your order for you so you’re not missing out on the products you need while we solve your logging in problem.
Give us a call on 0114 245 5400 if you’re trying to pay for an order and having trouble. Whether the payment won’t go through, or you believe it has been taken more than once, we can look into it for you and get to the bottom of the issue to ensure you can get the products you need in a timely manner, at the price you expected to pay!
Yes, some of our customers prefer to submit their order online but call us on the phone to make a payment, and we’re happy for you to do this! Your order won’t be dispatched until it has been paid for, so just give us a call once you’ve submitted your order and received the pro forma invoice by email, and one of our customer service team will be happy to take payment.
Simply log into your account and use the My Account menu to navigate to ‘Delivery Addresses’. Here, you can edit, remove and add new delivery addresses. (For invoice address changes, please give us a call on 0114 245 5400.)
If an order has been dispatched to an incorrect address, please get in touch with us as soon as you realise and, where possible, we will contact our courier to find your parcel and reroute it to your new address.
Yes, you can add as many different addresses to your account as you need, so that orders can be delivered to your various sites. Log into your account and navigate to ‘Delivery Addresses’ where you can ‘Add a new address’ along with the relevant contact details for each site.
When you log into your account, you can click the My Account menu and below Product Specification choose ‘Downloaded Specification’ to find all of the new and updated specifications for products that you have previously downloaded. They will be listed in alphabetical order by the product code, but you can use CTRL + F on desktop, or ‘Find in page’ on mobile, to search for the specific product you need.
The easiest way to stay up to date about our newest products is to click the New Products button on our homepage and bookmark this page: https://www.keylink.org/new-products.
You can also sign up for our email newsletter here: https://mailchi.mp/b295279df1c4/keylink-ltd
And don’t forget to follow us on social media!
Simply download the specification sheet on the product page to view the full ingredient list of a particular product. You’ll be prompted to log in or create an account in order to view the specification sheet, and when any changes are made to product specifications that you have viewed, you’ll be notified.
You can still order any product listed on our website if it is showing as ‘Out of Stock’, and we will ship it to you as soon as it comes back into stock. If your order contains multiple items and some are currently in stock, these will be delivered the next working day (if ordered before 3pm), and your remaining products with ‘Insufficient Stock’ will be shipped once stock arrives, at no additional cost to you.
When one of our products is out of stock and we don’t have an ETA for the new stock, we may suggest a similar, alternative product for those customers with an urgent need. If you’re happy to wait until stock arrives then you can still order your preferred product, or if you’d like to speak to one of our customer service team members, they’d be more than happy to discuss your options with you.
Sometimes, we delist or stop stocking products due to the supplier discontinuing them, or low sales, for example. If you wish to continue purchasing a delisted product, we may still be able to supply the item as a special order instead of a stock item. If this isn’t possible, our customer service team are best placed to suggest alternative products when an item has been discontinued by the manufacturer, so don’t hesitate to get in touch and discuss your requirements with us.
Phone: 0114 245 5400
Email: sales@keylink.org
All our ‘free from’ and certified products are indicated by icons on each product page, as well as being highlighted on the product specification, which can be downloaded from the product page. When searching for a specific product, you can simply use the filters to narrow down your search to items that fit your dietary requirements. Try our ‘Certified free from’, ‘Not made with’ and ‘Suitable for’ filters to find exactly what you need.
Please be aware that whilst most dark chocolate products are considered suitable for vegans, not all are certified Dairy Free as they are produced in environments where milk and white chocolates are also produced.
Many of our products are Fairtrade, Rainforest Alliance, certified Organic, etc. This will sometimes be indicated in the product name, but you can use the filters to search for exactly what you need. Our ‘Suitable for’ filter is the perfect place to start.
If you want to check the best before date on an item before ordering, you can contact our customer service team, and they will do their best to find out this information for you. All our products (except for those marked ‘Short dated’) have a minimum of 8 weeks before their BBF, most have much longer, with many having 12 months or more.
Unfortunately, we cannot sell products with longer BBF dates before our other stock, but we will do our best to help you manage your own stock and purchase schedule where possible.
Each of our chocolate moulds and packaging products has a ‘This works with’ carousel on the product page with the products that fit or match, from lids and inserts to bags and moulds. So, you’ll never struggle to match your chosen Easter egg mould to the perfect clear carton! If in doubt, our customer service team will be more than happy to talk you through the available options.
Samples are available for many items, including chocolate, packaging, and more. Simply contact us on sales@keylink.org to put in your request for a maximum of 6 samples. If you are making an order, your samples will be included in your parcel, however if it is only the samples then there will be a delivery charge of £3.50-£6.50 plus VAT, depending on the types of products and amount requested.
We carefully choose the brands we offer for their quality products and excellent service levels. We partner with some of the world’s leading manufacturers of chocolate, ingredients and equipment.
Each of our brands has a product listing page on our site, and a brand showcase page. Simply click ‘Shop by Brand’ on the top menu and choose the brand you’d like to find out more about. Here you’ll find an introduction to the brand and the list of their products we stock.
If you click ‘Read More’ to expand the description, you can click the ‘Find out more about…’ link to be taken to the brand showcase page with more information, featured products, photos and videos for inspiration.
Keylink Essentials is our own range of must-have products for bakers and dessert makers, featuring flavoured spreads, sprinkles, compound coatings and glazes. These quality and excellent value products are perfect for elevating your basic bakery items with new flavours and decorations that will appeal to customers and premiumise your offering, boosting your bottom line. Find out more here:
We offer a range of customised products, including chocolate plaques, cocoa butter transfer sheets and packaging. Visit our Personalisation page for the full details on our customisation services.
You can see how we personalise packaging with hot foil blocking in our video:
No, there is no minimum order value at Keylink, however orders below £150 will incur a delivery charge of £8.
Orders received before 3pm (1.30pm for pallets) will be delivered to mainland UK (excluding the Scottish Highlands) by our courier on the next working day.
For more information about our delivery service, take a look at our quick guide:
Yes, you can request a Saturday delivery, just ask at the time of ordering and we will give you a price for how much this will be. Please note that DPD are often unable to offer this service on orders during the busy Christmas period.
During the busy festive period, we often add an additional Sunday dispatch, meaning some deliveries will arrive on a Monday.
If your business is closed on Mondays, just let us know and we will add a note to your account so that any orders you make will not be delivered on a Monday.
Some of the products we offer are ‘to order only’, which means that we don’t hold any stock of them in our warehouse, but we can order them from our suppliers to be delivered on our next shipment. This can take several weeks, and you will be advised of the estimated delivery date upon ordering. To order an item marked as ‘to order only’, give us a call and our customer service team will be happy to process this for you and give an ETA for delivery.
We want all our customers to get the best possible deal, so our discount structure is designed to benefit both artisanal chocolatiers and bakers, and large food manufacturing businesses.
Our discount structure has two tiers, so whether you restock your kitchen regularly or make occasional bulk orders, you could save money every time you buy with our price band and order value discounts!
If you spend £10,000 or more per year (assessed quarterly), you will automatically receive a price band discount between 3-10% on each purchase.
If you’re not on a price band discount, you can still qualify for one-off discounts based on your order value, with 5% discount from £800-£1,599, and 10% off orders over £1,600.
Find out more about our discount structure here:
From time to time, we offer promotional discounts on specific products, which will require a promo code to be applied at the checkout. For the full terms and conditions, and to discover any current, ongoing promotions, go here:
https://www.keylink.org/promotions-terms-and-conditions
(It’s a good idea to bookmark this page and check back regularly!)
If you would like to return part of your order, please email sales@keylink.org within 3 working days of delivery for us to organise the required paperwork. There is a 10% handling charge for processing the return of goods.
Please note, goods cannot be returned if they are personalised or ordered specially for you.
If an item you have ordered from Keylink arrives damaged, please get in touch with us as soon as possible so we can look into this for you and action a refund. We will request photos of the item, and we may ask you to return it to us by post in order to investigate the issue so we can prevent the same thing happening in future.
Many of our packaging products are recyclable, biodegradable, compostable, and plastic free. Others are made from recycled materials, minimising the amount of plastic waste we contribute to the environment. Find all of our environmentally friendly products here:
https://www.keylink.org/products/environmentally-friendly-packaging
The majority of the brands we partner with use sustainable cocoa and vanilla to produce their quality chocolates and other ingredients. Some, such as Callebaut, have their own sustainability initiatives that keep them accountable for the impact of their products on the environment. Others are B Corp certified, like Valrhona, or Rainforest Alliance or Fairtrade registered. To find the right, ethical and sustainable product for you, speak to one of our customer service team who’ll be happy to point you in the right direction.
You can find all our certifications and accreditations, including BRCGS, Fairtrade, Rainforest Alliance, RSPO and Soil Association, here: https://www.keylink.org/Certification
Chocolate couverture, or couverture chocolate, simply refers to quality chocolate with a higher level of cocoa butter, allowing it to be tempered for a perfect shine and snap. It’s made from a combination of cocoa mass (except in white chocolate), cocoa butter, sugar and milk powder (except in dark chocolate). It’s the preferred type of chocolate for artisans, chefs and true chocolate lovers!
Cocoa mass, also known as chocolate liquor, is a combination of cocoa butter and cocoa solids, produced by grinding cacao nibs. Cocoa mass is a pure, unsweetened form of chocolate, allowing you to add intensity to the flavour and colour of your chocolate and fillings. Looking to create your own 100% dark chocolate? You can temper cocoa mass like any other chocolate as it contains cocoa butter, which is the part that needs to be tempered, and use it to make your own dark and bitter, plant-based, 100% chocolate bars. Just be prepared for an intense, roasted flavour of cacao!
Cocoa butter, also known as theobroma oil, is a plant-based, non-dairy fat created during the cocoa production process. In its raw form, it can be used to increase the fluidity of your couverture, and is also a commonly used ingredient in the cosmetics industry. It’s a really useful tool in any chocolatier or pastry chef’s kitchen, whether in callet, block or powder form.
Coloured cocoa butters are a combination of cocoa butter and food colouring that can be used to decorate your chocolate moulds before shelling, or to decorate your bars and bonbons after unmoulding.
Cacao nibs, or chocolate nibs, are simply crushed cacao beans, and they’re a popular ingredient in cereal and granola bars, smoothie bowls, cookies and cakes. They share the intense, bitter flavour of cocoa mass, with an added crunch, and being packed with antioxidants and other nutrients, they’ve been labelled a superfood!
Our new AI TemperBot is a brilliant tool for newer chocolatiers looking for answers to some of the most common tempering questions. Simply upload a photo of your finished chocolates and ask the TemperBot to tell you what the issue is and how you can avoid it next time!
Give it a try here: https://www.keylink.org/temperbot
Our customer service team are available 9am-4pm Monday-Friday on the phone, email or live chat. You can also contact us outside of these times and we’ll get back to you as soon as we can.
Phone: 0114 245 5400
Email: sales@keylink.org