Returns &
refunds.

The short version

• Food is perishable, so we cannot accept returns or exchanges for a change of mind.
• Check your order when it arrives and tell us the same day, within 24 hours, if anything is wrong.
• Damaged, incorrect, missing, or spoiled items get replaced, credited, or refunded.
• Send us a photo of the item and its packaging so we can put it right quickly.
• Orders can be changed or cancelled before we start making them.

Why fresh chocolate cannot be returned

Once chocolate has left our hands, we cannot know how it has been stored or handled, and we cannot resell it. For hygiene and food-safety reasons, we do not accept returns or exchanges of delivered food, and that includes:

• Items you have changed your mind about.
• Items that were correctly made, correctly delivered, and opened, tasted, or partly eaten.
• Items that have been stored in heat or sunlight after delivery.
• Personalised, custom, and corporate orders made to your specification.
• Items ordered for a date that has passed.

This does not limit your statutory rights, and it does not apply where an item is faulty, unsafe, or not what we agreed.

Check your order when it arrives

Please open and check your order as soon as it reaches you, and before you give it to somebody else as a gift.

If something is wrong, message us within 24 hours of delivery. Because these are perishable goods, we cannot reliably assess a problem reported later than that.

Keep the item and its packaging until we have sorted it out, and please do not throw anything away before we have seen a photo.

When we will put it right

Tell us and we will fix it if your order:

• Arrived damaged, crushed, or broken in delivery.
• Arrived melted or bloomed to the point where it cannot be enjoyed, where our delivery arrangement was the cause.
• Contains the wrong items, the wrong flavours, or the wrong pack size.
• Is missing items that were part of the confirmed order.
• Has a quality or freshness problem, an off taste or smell, or a packaging fault.
• Does not match the allergen or dietary requirement we confirmed with you.

If there is any question about whether an item is safe to eat, do not eat it. Message us first.

How to tell us

Message us on WhatsApp within 24 hours of delivery. Please include:

• Your name and the date the order was delivered.
• What you ordered, and which items are affected.
• What has gone wrong, in a sentence.
• Clear photos of the items and of the packaging they arrived in, including any damage to the outer box.

A photo usually settles it immediately. We will respond as quickly as we can and tell you what happens next.

What we will do

Where a claim is agreed, we will offer one of the following. Where we reasonably can, the choice is yours:

• A replacement of the affected items in our next production run, delivered at no extra cost.
• A credit against a future order.
• A refund of the affected items, or of the whole order where the whole order was affected.

Where only part of an order is affected, we put right that part rather than the whole order. We may ask to collect the affected items or ask you to dispose of them, and we will tell you which before you do anything.

How refunds are paid

Refunds are issued to the same method you paid with, or by bank transfer where that is not possible. We process an agreed refund promptly once we have the details we need.

How long the money takes to appear depends on your bank, wallet, or card provider rather than on us.

Delivery charges are refunded where the whole order was at fault or where it never arrived. Where you keep part of an order, the delivery charge for that order is not refunded.

Changing or cancelling an order

Plans change, and we would rather know early.

• Before we start making your order, you can change or cancel it and we will refund anything you have paid.
• Once production has started, ingredients have been bought and work has been done, so a cancellation may be refunded in part or not at all. We will tell you where your order stands when you ask.
• Personalised, custom, and corporate orders cannot be cancelled or changed once production has started.
• If you need to move a delivery date, tell us as early as you can and we will do our best to accommodate it.

If we ever have to cancel an order — because an ingredient is unavailable, or something outside our control gets in the way — you will be told promptly and refunded in full for anything not delivered.

Heat, storage, and failed deliveries

Chocolate is sensitive to heat and humidity, and Pakistani summers are not kind to it. We plan packaging and timing around the weather and will talk to you about it when it matters.

• Once your order has been delivered in good condition, storing it correctly is over to you. Keep it cool, dry, and out of direct sunlight, and follow any guidance sent with the order.
• We cannot refund items that melted after a correct delivery because they were left in a hot car, on a balcony, or in direct sun.
• If a delivery fails because nobody was available or the address was wrong, we cannot guarantee the condition of perishable items afterwards, and a second attempt may carry a charge.

Allergies and dietary requirements

Our kitchen handles nuts, peanuts, milk, soy, wheat, and other allergens on shared equipment, so we cannot guarantee any item is free from traces. Please ask us for the full ingredients of the exact items you want before you order.

If we confirmed a requirement with you and the order does not meet it, that is our mistake and we will put it right under this policy. An order that matches what we confirmed is not returnable because a preference changed afterwards.

Your statutory rights

Nothing in this policy takes away the rights you have under the consumer protection law that applies where you live, including the right to goods that are safe, of satisfactory quality, and as described.

This policy sits alongside our Terms & conditions and forms part of them.

Talk to us

Something not right, or a question before you order: message us on WhatsApp. We would much rather hear about it than not.