Chocoversum FAQ: Got Questions? We’ve Got Answers

DIRECTIONS

  • Where is the CHOCOVERSUM located?

    The CHOCOVERSUM is located in Hamburg’s historic city centre, less than 10 minutes’ walk from the main railway station.

    The entrance is in the street “Pumpen” in the centre of the UNESCO World Heritage Site and opposite the historic Chile House.

    Our address is
    Chocoversum GmbH
    Meßberg 1
    20095 Hamburg

  • How can I reach you by public transport?

    If you are travelling by public transport, take the underground line 1 to the Meßberg stop. The CHOCOVERSUM is located directly at the station. The exit is barrier-free.

    Alternatively, take bus lines M4 and M6 to the Brandstwiete stop.

  • Where can I park?

    In the street “Pumpen” and at “Burchardplatz” you will find parking spaces with a maximum parking time of 120 minutes.

    For longer parking, the car park at the Deichtorhallen (Oberbaumbrücke 1) is the closest.

    However, due to the limited number of paid parking spaces, we recommend travelling by public transport (see above).

TICKETS

  • Pricing

    All prices for our chocolate tour can be viewed here.

  • Can I reserve tickets?

    Unfortunately, it is not possible to reserve tickets for a visit with us. To ensure planning security for both sides and to avoid waiting times, we recommend purchasing tickets in our online shop.

    Alternatively, you can also come by spontaneously and purchase tickets at the box office. However, there may be waiting times and there is no guarantee of a seat.

  • Are there still tickets available on site, although everything is sold out online?

    You can view all live availability in our online shop. If no more tickets are displayed online, there will also be no more tickets available at the box office. In this case, we look forward to seeing you at a later date.

  • What do the grey days in the online shop mean?

    Our tickets are usually released 90 days in advance. It is therefore possible that you will not be shown any timeslots if they are further in the future. In such cases, please check our online shop regularly to get tickets for your desired date.

  • Why has the e-mail with my ticket not arrived?

    In this case, please first check the “Junk” or “Spam” folder in your email inbox.

    If you cannot find the email there, please send an email to service@chocoversum.de stating the email address you used to make the booking. We will check the process and send you the tickets again if necessary.

  • Why has my account been debited even though I have not received any tickets?

    Please send an email to service@chocoversum.de stating the email address you used to make the booking and a screenshot of the debit on your account. We will check the process as quickly as possible and, if necessary, send you the tickets or refund the money.

  • What payment methods are available in the online shop?

    You can pay with Pay Pal as well as with all major credit cards (Visa or Mastercard) or via Giropay.

    Not all banks support the Giropay procedure.

  • How can I book a larger number of tickets?

    A maximum of 14 tickets can be purchased per transaction in our online shop.

    For a visit with more than 14 people, we recommend an exclusive group tour. Information on group bookings can be found here.

    Please contact Yana Goebel on +49 40 41 91 230 0 or email service@chocoversum.de with your enquiry.

  • How do I buy tickets for guests with disabilities and their companions?

    Guests with a disability (GdB 70) can purchase a discounted ticket.

    If a B is noted on the disabled person’s ID, an accompanying person receives free admission. To purchase a corresponding ticket, select availability = 2 in the online shop and then click on the ticket “People with disabilities + companion (from GdB 70)” (quantity = 1).

    The accompanying person will be charged €4.50 for the chocolate creation at the box office.

VISIT WITH CHILDREN

  • Is the visit suitable for children under the age of 6?

    We generally recommend the chocolate tour for children aged 6 and over. In our experience, 90 minutes of attention for the tour is difficult to organise for younger children. However, we understand that every child is individual and that you as parents know your child and his/her needs best. We therefore ask you to decide for yourself whether the 90-minute tour is suitable for your toddler.

  • How do I get a ticket for a child under the age of 6?

    Children up to the age of 5 are admitted free of charge and receive a free ticket.

    When purchasing your ticket, please still book a corresponding ticket (child free 0-5 or child free 0-5 with chocolate) in our online shop or purchase the ticket on site at our box office. You can also book your own chocolate bar at the box office after completing your online booking.

    Entry without a ticket is not possible due to limited capacity.

  • Can I take a pram into the exhibition?

    It is generally possible to take a pram with you. Our museum is located on the ground floor and is completely at ground level.

    However, we recommend that you lock your pram in the foyer. Our team at the ticket desk will be happy to help you and provide you with locks.

    Changing tables are available in the toilets and washrooms for both men and women.

  • Can children visit the museum without their parents?

    Children who have not reached the age of 12 are only authorised to enter together with an accompanying adult of legal age. Supervisors and parents are liable for their children. Children between the ages of 12 and 13 who visit the museum unaccompanied must have the following document with them: Disclaimer

ALLERGENS AND INTOLERANCES

  • Does the chocolate in the exhibition contain nuts?

    Due to the risk of discolouration and residues in our machines, on which the individual production steps are tasted during the tour, we unfortunately cannot guarantee that our chocolate does not contain hazelnuts.

    We process peanuts in our exhibition. For this reason, our chocolate may contain traces of peanuts due to processing.

    You can find an overview of our ingredients here.

    Please also make sure that you do not select any ingredients with nuts when creating your chocolate. If you are unsure, our team on site will be happy to help.

  • Does the chocolate in the exhibition contain gluten?

    Unfortunately, due to the risk of discolouration and residues in our machines, on which the individual production steps are tasted during the tour, we cannot guarantee that our chocolate does not contain gluten. Chocolate on wafers, which also contain gluten, is also tasted at two stations during the tour. We have a gluten-free alternative available here.

    You can find an overview of our ingredients here.

    Please also make sure that you do not choose any ingredients with gluten when creating your chocolate. If you are unsure, our team on site will be happy to help.

  • Does the chocolate in the exhibition contain lactose?

    Unfortunately, due to the risk of discolouration and residues in our machines, on which the individual production steps are tasted during the tour, we cannot guarantee that our chocolate does not contain lactose.

    If you are slightly intolerant, we recommend our dark chocolate instead of the milk version. However, this contains clarified butter and is therefore of animal origin.

    You can find an overview of our ingredients here. If you are unsure, our team on site will be happy to help.

  • Is the chocolate in the exhibition suitable for vegans?

    In our chocolate tour we offer white, milk and dark chocolate. The milk chocolate contains milk powder, the dark chocolate pure butterfat. The ingredients in our chocolate are therefore of animal origin.

    In addition, chocolate on wafers, which are not suitable for vegans, will be sampled at two stations. However, we have an alternative for you here.

    You can find an overview of our ingredients here. If you are unsure, our team will be happy to help you on site.

VOUCHERS

  • What is my voucher valid for?

    Vouchers can be redeemed for tickets as well as in the CHOCOVERSUM shop. They are neither personal nor time-limited and can be redeemed on any day. You can present the voucher at the CHOCOVERSUM cash desk or redeem it in the online shop using the 13-digit voucher code to receive an admission ticket for your chosen chocolate tour.

  • Can I redeem the voucher online?

    Yes, you can also redeem the chocolate voucher online. To do this, enter the 13-digit voucher code in the online shop’s shopping basket to receive tickets for your chocolate tour. Only one voucher can be redeemed per purchase. If you would like to redeem more vouchers, you can divide the purchase process into several purchase transactions.

  • Is my old voucher still valid?

    If no event date is noted on the voucher, it is still valid.

    Please note that, for technical reasons, vouchers purchased before 7 March 2018 can currently only be redeemed on site at the box office, as they do not contain a 13-digit voucher code.

    If the vouchers are issued in the amount of an earlier valid admission price, the difference to the current admission prices must be paid.

GROUP BOOKINGS

  • Can the times in the online shop also be booked for groups?

    Our public tours are exclusively for individual guests. We recommend an exclusive group tour for groups of 11 or more, as we can then tailor the tour to your group.

  • What discounts do I get as a group?

    Our group prices are already reduced prices. The price depends on the type of group (pupils, adults, guests with disabilities or students). Please contact Yana Goebel on +49 40 41 91 230 0 or email service@chocoversum.de with your enquiry.

  • Can the group visit be cancelled?

    Sometimes something comes up. Group bookings for a chocolate tour can be cancelled or rebooked free of charge up to three working days before the start of the event. Cancellations at short notice or no-shows will be charged at 90% of the booking price.

    All cancellation conditions can also be found in your personal offer.

OTHER

  • Can I visit the museum without booking a chocolate tour?

    A visit to the CHOCOVERSUM is always linked to a chocolate tour, as we can guarantee an entertaining and sensory experience for our guests during the 90-minute tour. Therefore, a visit alone is unfortunately not possible. Book your tickets in advance and secure your place on one of our public chocolate tours.

  • Do you offer english guided tours?

    Yes, we do offer our guided tours in english for our international guests. You can find the available time slots here.

  • Is the Chocoversum barrier-free?

    Alle Infos haben wir hier für Euch zusammengefasst.

  • Can I bring a dog?

    For reasons of hygiene, dogs are not permitted in the museum or the shop. The only exception are service dogs. We ask for your understanding.

  • Are there lockers?

    There is an area in the foyer with individual and group lockers that can be used to store your valuables for a deposit (€1.00, €2.00 or €10.00 for group lockers). Chocoversum GmbH accepts no liability for valuables, cash or cloakroom items.

  • Can we include larger items of luggage?

    Unfortunately, we cannot store larger items of luggage for you due to lack of space. The lockers at Hamburg Central Station, which is within walking distance, are suitable for this purpose.

    You can lock up your prams in the foyer. Our SchoKolleg*innen at the ticket desk will be happy to help you and provide you with locks.

  • Can I take photos and videos?

    You are welcome to take photos during your visit. Please just make sure that no other guests can be seen in the pictures.

  • Can I drink something during the chocolate tour?

    We recommend that you take your own water bottle with you on the tour or buy a bottle of water in the CHOCOVERSUM shop before your tour so that nothing stands in the way of your chocolate enjoyment.

  • Are there content/trigger warnings for the chocolate tour?

    At one stop, we talk about colonialism and the cultural history of cocoa. In addition, our chocolate tour is about the active enjoyment and consumption of chocolate.

  • What about shopping?

    No matter whether BBQ sauce, cosmetics or pasta – in this shop every product contains cocoa. We aim to show you that chocolate comes in different forms and formulas – have you ever tried chocolate mustard? Have a feast around the world with Belgian truffles and Danish liquorice chocolates or discover pearls from Hamburg manufactories. Trouble with dementors? Our chocolate wands are here to save the day. We carefully select our suppliers. Hence you’ll only find carefully selected manufacturers aside from well-known brands. More than 10% of our products are sustainable. The CHOCOVERSUM Shop is open seven days a week and can be visited independently from the museum. Come by and buy yourself a sweet souvenir or get a gift for a loved one!

  • How can I transport my chocolate in warm temperatures?

    In summer, our CHOCOVERSUM shop offers simple thermal bags for €1.50 or thermal bags with a cool pack for €2.50. Please ask our team in the shop and at the checkout.