Question 1

Are your products gluten-free?

Accepted Answer

At the moment, none of our products are gluten-free. However, we are in the process of working on some gluten-free recipes, and will make an announcement when they are ready!

Question 2

Refund Policy

Accepted Answer

Thank you for shopping with Chella. We are committed to providing you with high-quality, fresh, and delicious Churchkhela. Due to the perishable nature of our items, we do not accept returns or exchanges. However, if you believe a product to be defective, we can work with you to organize a refund, on a case by case basis.

1. Perishable Nature of Our Products

a. Our snacks is handcrafted and made with the utmost care to ensure their freshness and quality.

b. Perishable items have a limited shelf life and must be consumed within a specific timeframe to maintain their taste and quality.

2. Quality Assurance

a. We take every precaution to ensure that your perishable products are shipped in perfect condition, adhering to strict quality control standards.

b. If you receive a product that is damaged or spoiled due to our error, please contact us at hello@chellasnacks.com within 7 days of receiving your order. We will work with you to resolve the issue promptly.

3. Contact Us

If you have any questions or concerns about your order, our products, or our return policy, please feel free to contact us at hello@chellasnacks.com. We are here to assist you and provide the best customer service experience possible.

Question 3

Who is Chella?

Accepted Answer

At Chella, we're more than just a company that produces snacks – we're a group of friends who travel the world in order to discover forgotten snacks. Our journey began with a shared love for travel and an appreciation of unique snacks. As we traveled the world, putting pins in our maps, we were constantly finding new snacks, many of which had a delicious story to go along with their delightful flavor! We set out to introduce the most unique snacks we found on our journeys to North Americans, so they may discover amazing new snacks for themselves right here at home!

From the bustling streets of Istanbul to the serene landscapes of Georgia, we immerse ourselves in diverse cultures, unearthing authentic recipes and time-honored traditions.

Join us on this flavorful journey as we bridge the gap between past and present by discovering forgotten snacks!

Question 4

Can I change or cancel my order once it's placed?

Accepted Answer

We process orders quickly, so we may not be able to make changes once your order is shipped. Please reach out to us at hello@chellasnacks.com as soon as possible, and we'll do our best to accommodate your request!

Question 5

I’m having trouble checking out. What should I do?

Accepted Answer

We’re sorry to hear you’re having trouble checking out! Here are a few quick tips to help you resolve the issue:

1. Check Your Payment Method

Make sure you’re using one of our accepted payment methods: all major credit cards (Visa, Mastercard, American Express, Discover), Apple Pay, Google Pay, PayPal, or Shop Pay.

Double-check that your payment details are entered correctly, including the card number, expiration date, billing address, and CVV code.

2. Try a Different Device or Browser

If the checkout page isn’t loading or functioning properly, try using a different device or web browser.

Clear your browser’s cache and cookies, then refresh the page.

3. Check Your Internet Connection

A stable internet connection is essential for a smooth checkout experience. Ensure you’re connected to a reliable network.

4. Disable Browser Extensions

Certain browser extensions, like ad blockers, can interfere with Shopify’s checkout process. Try disabling them temporarily and reloading the page.

5. Contact Us for Help

If the issue persists, don’t worry! Reach out to us, and we’ll help you complete your purchase. You can contact our support team at hello@chellasnacks.com

Question 6

Where do you have retail/store locations?

Accepted Answer

Our products can be found in many Euro foods stores across British Columbia and Washington State. Within the city of Vancouver, our primary retailers are Krause Berry Farms, Hopcott Farms, Vegan Supply, and Tri-City Euro Foods.

Question 7

Can I create an account on your website?

Accepted Answer

Yes, an account can be created with your email. Instead of creating a password, every time you log-in, a 6 digit code will be sent to your email or phone which will be used to gain access. Your account will allow you to view your orders, profile information and saved addresses. It can also save your payment information for future orders.

Question 8

Can your products be given as a gift?

Accepted Answer

Yes! All of our orders are carefully packed into beautiful branded boxes, and within those boxes our products are wrapped in a burgundy tissue. These boxes can be seen in the product photos on our website.

Question 9

Why didn’t I receive a confirmation email?

Accepted Answer

We understand how important it is to receive your order confirmation email. If you didn’t get one, here are a few common reasons and what you can do:

1. Check Your Spam or Junk Folder

Sometimes, confirmation emails can end up in your spam or junk folder. Be sure to check there and mark our email as “Not Spam” so you don’t miss future updates such as your tracking number.

2. Verify Your Email Address

Double-check the email address you provided at checkout. If there’s a typo, the confirmation email may not have reached you.

3. Look for Delays

In rare cases, email delivery may be delayed due to high order volumes or technical issues. Please allow up to 24 hours for the email to arrive.

4. Contact Us for Assistance

If you’ve checked everything and still haven’t received your confirmation email, don’t worry! Reach out to our support team, and we’ll be happy to confirm your order details.

Email: hello@chellasnacks.com

Question 10

How do I store your snacks?

Accepted Answer

Our snacks are best stored in a cool and dry place. We recommend that you avoid sealing them in a ziplock bag. In these conditions, our snacks last 6 months after production.

Question 11

Why is my product not shipped yet?

Accepted Answer

We are working on getting your order shipped as soon as possible. Typically it takes around 1-2 business days to ship but please allow for delays due unforeseen circumstances.

Question 12

How are your snacks made?

Accepted Answer

Question 13

How do I use discount codes?

Accepted Answer

Discount codes are applied at checkout. First, you can add all your items to your cart. Once finished, please proceed to checkout where you will be able to apply your discount code on the right side of the screen. See the attached photo below for more help!

Question 14

The website isn’t working correctly. Who can I contact?

Accepted Answer

We’re sorry to hear you’re having trouble with our website! Here’s what you can do:

1. Try Basic Troubleshooting

Refresh the page or restart your browser.
Clear your browser’s cache and cookies.
Check your internet connection to make sure it’s stable.

2. Switch Devices or Browsers

If the problem persists, try accessing our website on a different device, using another browser, or on incognito mode.

3. Contact Us for Help

If the issue continues, our team is here to assist you. Please reach out to us with details about the problem, such as:

A description of the issue.
The device and browser you’re using.
Any error messages you’ve received.

You can contact us here:

Email: hello@chellasnacks.com

We’ll work to resolve the issue as quickly as possible.

Question 15

How can I tell the different flavours in my order apart?

Accepted Answer

We know telling the flavours apart can be a little tricky! Apricot and Apple Pie look similar, but Apple Pie has a little red specs in it which is the cinnamon. Apple Pie is also sweet, while apricot is more sour. Classic grape is pure black in colour. Pomegranate and Raspberry also look similar. However, raspberry churchkhela has a strong raspberry scent, and that is the best way to tell them apart.

Question 16

What is your shipping policy?

Accepted Answer

Thank you for shopping with Chella! We strive to provide you with the best products and services, including efficient and reliable shipping. Please take a moment to review our Shipping Policy to understand how we handle the shipment of your orders.

Shipping Methods:

a. Chella offers shipping services within Canada and the USA through Canada Post and USPS. Please contact us if these carriers do not deliver to your address. We currently offer the following shipping options:

Standard Shipping: Estimated delivery time is:

Western Canada: 1-4 business days
Eastern Canada: 3-8 business days
Western USA: 3-8 business days
Eastern USA: 4-8 business days

Shipping Costs:

a. Shipping costs are at a flat rate of $9.99 per order. Free shipping is applied to all orders over $85

Order Processing Times:

a. Orders are processed within 2 business days after payment confirmation. During high-demand periods, processing times may be slightly longer, but we always aim to get your order on its way to you as soon as possible.

Shipping Delays:

a. While we make every effort to ensure your orders are shipped promptly, Chella is not responsible for any delays in shipping caused by our courier partners. Shipping times may be affected by factors beyond our control, including:

Weather conditions
Courier service disruptions
National holidays
Remote or rural delivery location

Order Tracking:

a. You will receive a tracking number via email once your order has been shipped. This tracking number allows you to monitor the progress of your shipment directly on our website or through the courier's tracking portal.

Shipping Address:

a. Please ensure that your shipping address is accurate and complete. Chella is not responsible for any additional shipping costs or lost orders resulting from incorrect or incomplete addresses provided by the customer.

Shipping Restrictions:

a. At this time, Chella ships exclusively to Canada and the USA.

Return Of Undeliverable Packages:

a. If a package is returned to us as undeliverable due to an incorrect address provided by the customer or other delivery issues, we will contact you to arrange for re-shipment. Additional shipping charges may apply in such cases.

Contact Us:

a. If you have any questions or concerns about our Shipping Policy, please don't hesitate to reach out to our Customer Support team at hello@chellasnacks.com.

Note: This Shipping Policy is subject to change without notice, please check back periodically for updates.

Question 17

What does your slogan “discovering forgotten snacks” mean?

Accepted Answer

Chella aims to bring back nostalgic and traditional snacks that have been forgotten over time. "Discovering forgotten snacks" describes our mission of reviving classic snack recipes that were historically popular within various cultures, but are not widely available in the modern market. By discovering and reintroducing these snacks, Chella offers customers a taste of the past, connecting them with heritage and tradition while expanding their snacking options!

Question 18

What payment methods do you accept?

Accepted Answer

We make checkout easy by accepting a variety of payment options, including:

All major credit cards (Visa, Mastercard, American Express, Discover)
Apple Pay
Google Pay
PayPal
Shop Pay

Choose the method that works best for you!

Question 19

Are your products vegan?

Accepted Answer

Yes, all of our products are 100% plant-based! We do not use any animal-derived ingredients in our snacks.

Question 20

What if my package gets lost or arrives damaged?

Accepted Answer

Lost Orders:

If it has been at least 14 days since your order was placed, please contact us at hello@chellasnacks.com and we will inquire the shipping company on the status of your shipment. If they confirm that the package is lost, we will send a fresh package for you as soon as we can.

Damaged Orders:

Please contact us at hello@chellasnacks.com with a photo of the damaged product and confirmation of which products arrived damaged. We will review your situation and respond with a resolution as soon as we can.

Question 21

Do you collaborate with other brands or influencers?

Accepted Answer

We are always happy to collaborate with other brands and influencers! If you have a collaboration opportunity you would like to share with us, please contact us at partners@chellasnacks.com.

Question 22

Can I change my shipping address after placing an order?

Accepted Answer

Your Shipping address may be changed so long as your order has not been shipped. Please email hello@chellasnacks.com to edit your address. If your order has already been shipped, we cannot change your address.

Question 23

Where can I find your snacks in physical stores?

Accepted Answer

Our snacks can be found in European food stores and natural food stores within the Greater Vancouver region and Washington. Unfortunately we do not have an up to date list on the active stores and their stock levels.

Question 24

What ingredients are in your snacks?

Accepted Answer

All of our snacks are contain at least 3 ingredients:

Walnuts or hazelnuts
100% natural fruit juice
All-purpose flour

Apple-pie is the only flavour of Churchkhela that contains a fourth ingredient, which is cinnamon.

Our Fruit Sujuk has a small amount of sugar added, as this product is intended to be more of a dessert.

Question 25

There is an item missing from my order, what do I do?

Accepted Answer

If an item is missing from your order, please contact hello@chellasnacks.com within 7 days of the delivery date. In your email, include photos of the items you did receive, and a description of what items were missing. We will work to resolve your issue, and ship you the remainder of your order promptly!

Question 26

Can I buy your products wholesale?

Accepted Answer

Chella offers its products for wholesale purchase. If you would like to make a wholesale inquiry, please contact us at sales@chellasnacks.com.

Question 27

Are your products Kosher certified?

Accepted Answer

At the moment, none of our products are kosher certified.

Question 28

I have a food allergy. Can I safely eat your products?

Accepted Answer

Our products contain walnuts, hazelnuts & gluten. Please review the full ingredient list on the product page before ordering. If you have concerns, feel free to contact us for more information.

Question 29

Why is my order not shipped yet?

Accepted Answer

Orders are shipped within 2 business days of the order being placed. Please allow some extra time in the case of delays. If your order shipment has been significantly delayed, please contact us at hello@chellasnacks.com, and make sure to include your order number!

Question 30

Where are your products made?

Accepted Answer

All of our snacks are handcrafted in Vancouver, B.C.

Question 31

What kind of grapes do you use?

Accepted Answer

The grape juice used in our Churchkhela comes from concord grapes.

Question 32

Where are your ingredients from?

Accepted Answer

When possible, our ingredients are sourced from local businesses and farms to enhance their freshness and flavour. However, for ingredients that don’t grow locally, we source them from local businesses that obtain them internationally.

Question 33

Do you offer any hazelnut products?

Accepted Answer

At the moment, Fruit Sujuk is our only product with a hazelnut option. We are working on offering Churchkhela with hazelnuts as well, and will make an announcement as soon as it is ready!

Question 34

What products do you offer?

Accepted Answer

We offer 3 unique products: Churchkhela, Fruit Sujuk, and Chella Bites!

Churchkhela is a string of walnuts that is dipped into a thickened fruit juice and then hung to dry until the fruit juice cures into a rich and chewy coating. Traditional to the country of Georgia, Churchkhela was first made over 3000 years ago.

Fruit Sujuk is a fruit snack loaded with chopped walnuts traditional to Turkey and surrounding countries. The fruits used in Fruit Sujuk are those commonly found in the Mediterranean region.

Chella Bites are the product of Chella’s “Zero-Waste” initiative. Using the excess ingredients from cooking Churchkhela, we have created a modern twist on the traditional Georgian snack. While it comes in a different form, its ingredients and tastes remain the same.

Question 35

Where can I find the nutritional information of your product?

Accepted Answer

Nutritional information can be found on the website in the description of each of the products.

Question 36

What is Chella's "Zero Waste Initiative"?

Accepted Answer

At Chella, we waste 0% of our ingredients. What that means is that ALL of the ingredients we buy get turned into products, and nothing goes to waste!

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