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:
- Contact us using this form within 48 hours of receiving your order.
- Provide your order number and a description of the issue.
- 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.