Frequently Asked Questions - F.A.Q.

Are you an Australian company? 

Yes, we are Australian-owned. Our shop is located in Beenleigh and we also have a cafe in Robina Town Centre.

What are your business working hours?

We are open from 9 AM-5 PM, Mondays to Fridays

Can you customize chocolates? 

No, we don’t make customized chocolates.

Shipping Questions 

How can I order the ice packaging?

During checkout, the ice pack will be automatically added to your order. If you don’t want to add an ice pack which we won’t recommend you do, you can uncheck the ice pack option to remove it.

How long will the delivery take?

Delivery would take 1-3 business days depending on your location.

Do you ship internationally? 

Yes, we do! You can order directly from the website for delivery to the US, UK, Canada, New Zealand. If going to other countries mentioned, please contact us to get a quote. 

When can I pick up my package?

You will receive an email once your order is ready to be picked up.

Ingredients & Storage Questions

Are your ingredients imported or Australian grown?

Most of the time we use Australian grown ingredients that we import if Australian ingredients are unavailable or out of stock.

Why do you have Marshmallow on the Hot Chocolate stick if it’s Vegan?

The marshmallows on our Vegan Hot Chocolates are also made with Vegan ingredients. 

How should the chocolates be stored?

Chocolate is best stored in a dry, dark place at a temperature of 15°C to 24°C.  It is best never to store chocolates in the fridge. Also avoid temperature shocks of more than 10°C:  Never store chocolate alongside strong-smelling foodstuffs. Chocolate absorbs odours very easily and this could affect the sublime taste of your favourite treat. The best temperature to consume chocolate is at 18°C to 21°C. At this temperature, chocolate remains snappy, yet is ready to fully release all of its flavours and aromas in your mouth. So always give chocolate the time to acclimatise from its storing temperature to room temperature. If you must put your chocolate in the fridge, ensure it is in an airtight container and allow it to get back to room temperature for about 20-30 minutes once you remove it from the fridge before opening the container.

What chocolates are dairy-free? 

The 70% cocoa chocolate and the Mylk Vegan chocolates do not have any added dairy. However, they may contain traces of dairy due to other dairy chocolates made in the factory so we do not claim they are dairy-free. 

What chocolates are lactose-free?

The 56% dark chocolate has a very minute amount of dairy in it which is lactose free. It is anhydrous milk fat –which is essentially dehydrated milk fat – which actually does not contain lactose.

Are they gluten-free (GF)?

Yes. Based on the Coeliac Australia guidelines, the chocolates are GF. All chocolates except the rocky road (the marshmallows have minimal traces of gluten) are GF. The chocolate on its own is GF. The ganache fillings do have Wheat-based Glucose Syrup. This is considered GF as the amount of Gluten is undetectable. 

Are they nut-free?

The plain chocolate is nut-free. However, we will not claim any of our chocolates are nut free as they are made on equipment that we also make chocolates with nuts in it. As people with nut allergies are often highly allergic, we will not take the risk to say they are nut free. 

What is in the ganache?

It is a secret recipe. However, essentially it is chocolate and either a fruit filling, nuts, alcohol or coffee. We use no preservatives. Coconut does have a preservative. 

Do you use Palm Oil?

The ganache filling does have a small amount of vegetable oil in it – including rapeseed and palm oil. The palm oil is from a certified sustainable source. Our chocolate does not contain Palm Oil,

Do we have chocolates for diabetics?

Yes we do. We have a range of No added sugar chocolate which contain Maltitol as a sweetener instead of sugar. Too much at once can have a laxative effect.

What is Maltitol?

Maltitol is a reduced calorie bulk sweetener with sugar-like taste and sweetness. It is made from corn starch and is all natural although many claim it is artificial because it is highly processed. Maltitol does not promote tooth decay. It has a pleasant sweet taste, remarkably similar to sucrose. Maltitol is about 90% as sweet as sugar, significantly reduced in calories and slowly absorbed into the blood so suitable for diabetics. HOWEVER, it can cause temporary diarrhoea and gastro issues if too much is consumed (guidelines are more than 50g per day but this varies by the person)

What makes our chocolate better than the supermarket chocolate? 

We only use couverture chocolate, which means there are no vegetable fats in the chocolate. A lot of supermarket brands will substitute cocoa butter for vegetable fats to make higher profits or they will use less cocoa and more sugar in them. Our chocolates are handmade in Australia, not machine made in another country. We pride ourselves on keeping Australians employed.

Do you have organic chocolate?


Aren’t they expensive?

Our chocolates are very reasonably priced for the fact they are handmade and made in Australia. 

Do you make them yourselves?

Yes we do, We have a chocolate factory in Beenleigh where all of our chocolatiers work and hand-make them.

What is the difference between couverture chocolate and compound chocolate?

Couverture is a fine quality, richly flavoured chocolate that is high in cocoa butter and cocoa mass. If used for coating, dipping or making chocolates, it needs to be tempered. If only being used for fillings or baking, then it does not need tempering.

Compound chocolate is a lesser quality chocolate which has had cocoa butter substituted by vegetable fats (sometimes palm oil) and often is made using cocoa powder instead of cocoa mass. Poppy’s Chocolate does not use Compound chocolate in any of their products.

Why would people use compound chocolate then?

Compound is often used in cooking because it is much cheaper than couverture and also because it does not require tempering and is therefore easy to use. It also does not get cocoa bloom like couverture because there is no cocoa butter (sugar bloom can still occur though). Unfortunately, the trade off is taste!

What is tempering?

Tempering is required when using couverture chocolate to make chocolate items or to dip things in chocolate (if you want it to set correctly). This is the simplified version of tempering: there are 5 different types of fats in cocoa butter that each melt at different temperatures. It is necessary to melt all of these, then recrystalise them in a particular way so that the chocolate crystalises back together correctly. The chocolate needs to be melted to about 45 degrees Celsius, then dropped down to 28 degrees, then back up to about 32 degrees. If you want to try tempering yourself, you need to get more detailed instructions from the internet as this is a basic description.

If I don’t temper, what happens?

The chocolate will not form/crystallise together properly and will not set to be a firm chocolate with high gloss and a good snap when breaking. A well tempered chocolate will be shiny and have a good snap sound when breaking. The chocolate will also bloom. Don’t worry, you can melt it down and have another go!

What is chocolate bloom and why does it happen? Why do my chocolates have white spots on them?

There are 2 types of chocolate bloom – cocoa bloom and sugar bloom. Cocoa Bloom can occur if a chocolate has been subject to heat of 26 degrees or more. Even though the chocolate may only have gone slightly soft, one or more of the fats in the cocoa butter can melt at this low temperature, changing the chemical structure of the chocolate. This cocoa butter, then sits on the outside of the chocolate, often as small white dots, and can actually be wiped off by your finger. Many people think it is mould but chocolate itself does not ever go mouldy unless it has been kept for a while in a fridge and subject to moisture. The chocolate is still edible and once melted in the mouth tastes the same, but has lost visual appeal and good snap. Don’t throw it out though – melt it down and use it in a cake or ganache if you don’t know how to re-temper it.

Sugar Bloom is what happens when chocolate is too cold or is in too humid an environment. Moisture will form on the outside of the chocolate which attracts the sugar to come out of the chocolate and crystallize on the outside. This may look similar to cocoa bloom or may just give the chocolate a very rough look and feel (you can sometimes feel the sugar on the outside). Again, the chocolate is still edible and will taste the same once in your mouth.

My chocolate is bloomed, can I return it? 

Generally, it is unlikely that the chocolate would have bloomed before you receive your chocolate due to our stringent packaging, freight and storage methods. Chocolate can bloom very quickly and if you have had the chocolates in an environment that is too warm or hot, too cold or too humid, they can bloom after just one short exposure to these conditions. Please follow our guidelines on storage. If you are certain that the chocolate arrived like this, please discuss with us. 

Can you make a chocolate figurine for me of my design?

We do not work with hand moulding chocolate as this actually requires a special type of chocolate that is not really edible or tasty and we are in the business of making chocolate to EAT! We do have a large variety of novelty moulds already which may suit your requirements. If you have a particular item you want made from chocolate, it may require you to pay for the purchase of the mould or may require a minimum order quantity but feel free to ask. We have access to all the largest producers of chocolate moulds in the world.

How does Poppy’s Chocolate care for the Environment?

Poppy is as passionate about taking care of the environment as she is about chocolate. So much so that she actually studied a Masters of Environmental Management in 1995. Poppy’s uses environmentally friendly cleaners and recycles all cardboard. Lights are off at night, water use is minimised.

Do you have HACCP?

Yes, we are HACCP certified.

What chocolate do we use?

We have our own chocolate made to our recipe in Australia. Our recipe is based on Belgian style chocolate and is very smooth with a delicious flavour. 

Where is our cocoa from?

Our cocoa comes from West Africa – Ivory Coast and Ghana. 

Who do we sell to?

We also wholesale to hotels, convention centres and boutique retail shops in addition to doing a significant amount of contract work for some large companies in Australia. 

Where does the name Poppy come from?

Poppy – Poppy is the founder Lynda Pedder’s Nickname – her mum used to call her Lollipop when she was a child (because she liked lollies and chocolate) – then this was shortened to lol, lolly, pop, poppy. Friends started calling her Poppy after seeing her mum call her that and it just stuck.

What is Poppy’s Mantra?

“The chocolates have to taste as good as they look”. Our flavours are Aussie Flavours – designed around Poppy’s and Aussies likes! If she doesn’t like it we generally don’t make it.

Can I get a custom made chocolate shape?

We don’t hand mould chocolates – this can only be done using “moulding chocolate” which is not actually edible and we don’t make inedible chocolates. To have a custom shape requires a mould to be made – minimum cost for this is about $4500 for tooling and moulds. So, it is only an option for companies who want to create a chocolate that they will use many times. 

Are they Halal certified?

No they are not.

Allergen Information

Are your chocolates Gluten Free?

Yes -  most of our chocolates are Gluten Free. The licorice bullets are not. Some of our gourmet chocolates contain Wheat derived Glucose Syrup. This is highly processed and has no detectable levels of Gluten and is considered suitable for Coeliacs under their guidelines 2021. 

Are your chocolates Wheat Free?

Most of our chocolates are Wheat Free. The licorice bullets are not. Some of our gourmet chocolates contain Wheat derived Glucose Syrup. This is highly processed and has no detectable levels of Gluten and is considered suitable for Coeliacs under their guidelines 2021. However, if you have a Wheat Allergy, we advise caution and you must make your own assessment of whether products containing Glucose are suitable for you.

Do you have any Dairy Free chocolates?

Our 70% chocolate and our Vegan Mylk chocolate do not contain any dairy products as ingredients. We endeavour to ensure no cross contamination in the factory with other dairy products. However, the majority of our chocolates do contain dairy products and thus we do not claim our products are dairy free and they could contain traces of dairy.

Do you have any Vegan chocolates?

Our 70% chocolate and our Vegan Mylk chocolate do not contain any dairy products as ingredients. We endeavour to ensure no cross contamination in the factory with other dairy products. However, the majority of our chocolates do contain dairy products and thus we do not claim our products are dairy free and they could contain traces of dairy. However, under the Vegan guidelines, as we do try to ensure there is no cross contamination, these products are identified as Vegan.

Do you have any Lactose Free chocolates?

Our 70% chocolate, 56% dark chocolate and our Vegan Mylk chocolate do not contain any lactose. The 56% chocolate contains a small amount of dehydrated milk fat which does not contain lactose. To date, we have not had any people who have bought these who have lactose intolerances, have any issues However, the majority of our chocolates do contain dairy products and thus have a warning on them that they could contain dairy.

Do your chocolates contain Soy?

All of our chocolate contains Soy.

Do any chocolates contain Egg?

Our Tiramisu chocolate contains eggs.

Glucose syrup derived from wheat


A change made by FSANZ to Standard 1.2.3 of the Food Standards Code in 2016 prompted Coeliac Australia (CA) to review its position on wheat derived glucose syrup. The change means that manufacturers are no longer required to declare when glucose syrup is wheat derived if detectable gluten levels in the glucose syrup do not exceed 20ppm. 

For more than 10 years, CA has held the view that wheat glucose syrup is ‘gluten free’ and suitable for the gluten free diet, based on information available to us at the time that it always contained ‘no detectable gluten’. 

In response to the change to the code, CA has consulted with relevant experts and is advised that products containing wheat glucose syrup continue to be suitable for the vast majority of individuals with coeliac disease. 

CA understands that sensitivity to gluten varies amongst those with coeliac disease; the choice to consume products containing glucose syrup remains individual. While CA considers any potential risk to be negligible, adequate medical follow up is recommended for all people with coeliac disease to ensure effective disease management. 

It is important to note the allergen exemption for wheat derived glucose syrup does not affect the gluten free labelling laws. Food labelled gluten free must have no detectable gluten. 

Key Points 

  1. This change does not mean there will be any change to the way foods are manufactured or the amount of gluten in foods containing wheat glucose syrup. 
  2. The majority of wheat derived glucose (at least 90%) contains no detectable gluten. 
  3. Less than 10% of wheat derived glucose might contain up to 10ppm of gluten (extremely low levels). 
  4. The properties of glucose syrup change when protein (e.g. gluten) levels higher than 15ppm are present; it becomes unusable for food manufacturing. 
  5. Glucose syrup is only one of many ingredients in manufactured foods and will comprise a maximum 50% of a product (usually much less) i.e. it is further diluted. 
  6. Food items that contain wheat glucose are not staple food items that are consumed in large quantities on a regular basis, further reducing any potential risk. 

More information: 

CA website link:
FSANZ risk assessment link: