At The Chocolate Shop, we want your chocolate experience to be as smooth and delightful as our artisanal creations. Below you’ll find all the details about our shipping options and return policy, crafted with the same care we put into our premium chocolates.

Shipping Information

Order Processing

We carefully prepare each order within 1-2 business days of receiving it. During peak seasons (like Christmas and Valentine’s Day), please allow an additional 1-2 days for processing.

Shipping Options

We offer two shipping methods to suit your needs:

  • Standard Shipping ($12.95): Shipped via DHL or FedEx, arriving within 10-15 business days after dispatch
  • Free Shipping: Available on orders over $50, shipped via EMS with delivery in 15-25 business days after dispatch

Note: We ship worldwide except to parts of Asia and some remote areas. During warmer months, we may hold shipments or include ice packs to protect your chocolates (additional charges may apply).

Returns & Exchanges

While we hope you’ll love every bite of our premium chocolates, we understand that sometimes a return or exchange may be needed. Here’s our policy designed to be as satisfying as our chocolate:

Eligibility for Returns

  • Returns must be initiated within 15 days of delivery
  • Items must be unopened and in original packaging
  • Products must be in the same condition as when received
  • Original receipt or proof of purchase required

Non-Returnable Items

Due to the perishable and personal nature of these products, we cannot accept returns for:

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

Return Process

  1. Contact us within 15 days 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 items securely in their original packaging with the RAN clearly marked outside
  4. Ship to: The Chocolate Shop Returns, 311 Oak Street, Manchester, US 06040

Shipping Costs

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 once the return is processed

Damaged or Defective Items

If you receive damaged, defective, or incorrect items:

  • Contact us within 48 hours of delivery
  • Include photos of the damaged product and packaging
  • We’ll arrange a replacement or refund at no additional cost

International Returns

For our valued 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 packages as “Returned Goods” to avoid additional customs charges

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]

For any questions about our Shipping & Returns 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.