At The Chocolate Shop, we take pride in crafting premium chocolate experiences. While we hope you’ll adore every bite of our artisanal chocolates, we understand that sometimes a return or exchange may be necessary. Our policy is designed to be as smooth and satisfying as our chocolate.

Our Return Policy

We accept returns within 15 days of delivery for most products. To be eligible for a return:

  • Items must be unopened and in their original packaging
  • Products must be in the same condition as when received
  • You must provide the original receipt or proof of purchase

Non-Returnable Items

Due to the perishable nature of our products, the following cannot be returned:

  • Opened chocolate products
  • Personalized or custom chocolate items (including CHOCOLATES FOR WEDDINGS and Valentine’s chocolate gifts)
  • Seasonal items (such as Christmas chocolate gift boxes) purchased after the holiday season
  • Products from our MAKE, BAKE & DECORATE collection that show signs of use

Return Process

To initiate a return or exchange:

  1. Contact us within 15 days of delivery at [email protected] with your order number and reason for return
  2. We’ll email you a Return Authorization Number (RAN) and shipping instructions
  3. Package the items securely in their original packaging
  4. Include the RAN clearly marked on the outside of the package
  5. Ship the package to:
    The Chocolate Shop Returns
    311 Oak Street
    Manchester, US 06040

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Process

Once your return is received and inspected (typically within 3-5 business days), we’ll notify you of the approval or rejection of your refund. If approved:

  • Refunds will be processed to your original payment method within 7-10 business days
  • Shipping costs are non-refundable (except in cases of our error)
  • For exchanges, we’ll ship the replacement item once the return is processed

Damaged or Defective Items

If you receive damaged, defective, or incorrect items:

  • Contact us within 48 hours of delivery at [email protected]
  • Include photos of the damaged product and packaging
  • We’ll arrange for a replacement or refund at no additional cost to you

Return Request Template

Use this template when emailing your return request:

Subject: Return Request for Order #[Your Order Number]

Dear Chocolate Shop Team,

I would like to request a return/exchange for my order #[Your Order Number] placed on [Order Date].

Items to return:
– [Product Name]
– [Quantity]
– [Reason for return]

Preferred resolution: [Refund/Exchange for (specific product if exchanging)]

Please let me know the next steps to complete this process.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Phone Number – optional]

International Returns

For international customers (excluding parts of Asia and remote areas):

  • Return shipping costs are the customer’s responsibility
  • Customs fees and import duties are non-refundable
  • Please mark the package as “Returned Goods” to avoid additional customs charges

Note: During hot weather months, we recommend considering exchanges rather than returns to ensure chocolate quality during transit. Our team is happy to help you select alternative products that might better suit your taste.

For any questions about our Returns & Exchanges policy, please contact our customer care team at [email protected].

Thank you for choosing The Chocolate Shop – where every treat is crafted with care, and every customer experience is as rich as our chocolate.