Refund policy

 

Our 100% Happiness Guarantee

All of your purchases are covered by our No Excuses Guarantee so if you're not 100% happy with our products or we miss an important delivery date, we guarantee that we'll immediately put it right for you – refunding, replacing or issuing you with a Gift Card as appropriate. In addition, we guarantee to make good any mistakes with honesty and a positive solution that works for you. We never want you to lose faith in Hotel Chocolat and will always go the extra mile so you know how important your custom is to us.

All members of our Customer Service team are trained and empowered to help, whatever the circumstance and whatever method by which you choose to contact us – so you can always be sure of a prompt, helpful and friendly reply that we hope will both strengthen our relationship with you and help you to retain confidence in us.

We want you to be delighted with your order and all of your purchases are covered by our Happiness Guarantee. If you change your mind about the item(s) that you have ordered, or something isn’t as you expected when your delivery arrives, please contact us here. and talk to our team before returning anything to us. We promise to look at how we put this right for you.

RETURNS

All sales are final and returns and exchanges are not accepted.

MISSING, INCORRECT, OR DAMAGED GOODS

Due to U.S. state laws governing the shipment of alcohol, we cannot accept returns of damaged or defective items. However, if your item arrives damaged or defective, you may request a refund or replacement by emailing us at usahelp@hotelchocolat.com within 3 days of receiving your order, with clear photos or videos of the damaged or defective product as proof.

Once we receive and review the proof, we will notify you via email of the approval or rejection of your refund or replacement request.

FAILURE TO DELIVER

If you enter an incorrect delivery address in connection with your order, or otherwise fail to sign for your order upon delivery, email us at usahelp@hotelchocolat.com.  If your order is returned to the sender, you will be able to receive a refund for the cost of your item, minus any applicable shipping costs and a $ restocking fee. 

REFUNDS AND EXCHANGES

We do not offer exchanges. We only replace or refund items if they are defective or damaged. If you need to return a defective or damaged item, send us an email at usahelp@hotelchocolat.com. Once your return or damaged or defective goods is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your refund is approved, then it will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.