Customer Service

Returns Policy

 

Chocolates are perishable goods and we are therefore not able to accept the return of these goods for reasons of hygiene.

100% Satisfaction Guarantee / Damaged Orders & Refunds

Although we do our best to ensure that this does not happen, on very rare occasions, products arrive at their destination damaged or fail to arrive due to an unforeseen delivery issue.  Some of our chocolates are quite fragile and easily damaged; in such cases we shall not necessarily be able to offer a refund. If the recipient receives a damaged order, please contact us immediately so that we can discuss an appropriate resolution which might be: * a re-send on the next available delivery date; or * a full or partial refund (% refund depends on the specific circumstances of the issue). Typically we will not offer both a refund and a resend.  Where orders have been damaged we will normally ask for them to be returned or for photographs clearly showing the problem so we can use them to determine what is going wrong with our system, and to claim compensation if possible from Fed Ex (as appropriate).  It is important that we are contacted as soon as possible regarding issues.  We need to be informed of any issues within 2 days of the delivery to give us the best chance of successfully resolving the issue. We will, at our discretion consider issues raised after the 2 day deadline but reserve the right to refuse the options of refunding or resending the order. Please note that our chocolates are perishable goods and we are therefore not able to accept the return of these goods for reasons of hygiene. If we believe that there has been an abuse of our 100% Satisfaction Guarantee/Damaged chocolates policy or if there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to resend orders and to refuse to take orders from customers.  If we make such a decision, we will inform the customer in writing of our decision, via email or over the telephone.  It is important to note that this guarantee does not confer the right to an automatic 100% refund, but only to a fair resolution.

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