Refund policy

 

At Charles Chocolates, we take great care in delivering high-quality, fresh chocolates. However, we understand that unforeseen circumstances may arise during shipping. Please review our return and refund policies to ensure you have a smooth experience with any potential issues.

Damaged Items:
If your item arrives damaged due to an error on our part, we are happy to offer one of the following resolutions:

  • A replacement item at no additional cost.
  • A refund for the original purchase price, including the cost of shipping.

Please contact our customer service team within 48 hours of receiving your order to initiate a claim. We may require photographic evidence of the damage.

Melted Items:
Items that melt in transit due to the shipping preferences selected by the purchaser (such as standard shipping to a warm climate) are not eligible for replacement or refund. We recommend choosing expedited shipping to avoid this issue in hot weather.

Shipment Delays and Responsibility:
Once your order leaves our facility, we cannot be held responsible for any delays or issues caused by:

  • Weather conditions or natural disasters.
  • Mechanical failures experienced by the carrier.
  • Incorrect or incomplete address information provided at the time of purchase.

We strongly advise double-checking your shipping address and details before completing your purchase to avoid any delivery issues.

How to Initiate a Return or Refund:
To request a replacement or refund for a damaged item, please follow these steps:

  1. Contact us using this form within 48 hours of receiving your order.
  2. Provide your order number and a description of the issue.
  3. If applicable, include photos of the damaged item(s) for verification.

Our team will review your request and respond with the next steps, including processing timelines for refunds or replacement shipments.