Customer Satisfaction & Refunds

100% Chocolate 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 unforseen delivery issue. If the recipient receives a damaged order, please contact us immediately so that we can arrange one of the following:

• 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 Royal mail (as appropriate). It is important that we are contacted as soon as possible regarding issues. We need to be informed of any issues within 1 day of the delivery to give us the best chance of successfully resolving the issue. We will, at our discretion consider issues raised after the 1 day deadline but reserve the right to refuse the options of refunding or resending the order.

If we believe that there has been an abuse of our 100% Satisfaction Guarantee/Damaged flowers policy or if there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to chocolates 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.

Small Errors With Deliveries

From time to time, there are small human errors made. In such circumstances, we will do our best to make the situation right for the customer. We may, at our discretion, offer a partial refund or a discount on a future order, but do not guarantee that we will do so. We believe in being fair and this is the spirit in which we will approach such situations.

We take great care in packaging our chocolates for delivery to ensure that they do not melt or get damaged during transit. However, since chocolates are perishable products, we cannot accept responsibility if they have melted in transit. Please nonetheless let us know if there has been such a problem.