Chouchoute Chocolaterie aims to provide an excellent service both to our internet and retail customers. If you have sent or received our chocolates, and are not entirely happy, please contact us and we will do our best to resolve your query or complaint. We try to respond to all complaints within two working days.

You may cancel your order at any time before it is despatched and we will issue a refund. At our discretion we may deduct a £2 administration charge from your refund. Once your order has been despatched, a refund will only be offered for sub-standard or damaged goods, as our products cannot be re-sold if returned, whatever the circumstances.

If your order is sub-standard or damaged on receipt we will ask you to return the goods to us for a full refund. The cost of returning unsatisfactory goods will be refunded to you.

In the event that we cannot satisfy your order due to stock unavailability, we will contact you to arrange a replacement or refund.

If your order is returned to us by Royal Mail, because the supplied address is incorrect or the intended recipient either is not known or no longer lives or works at the supplied address, we will contact you to arrange for your order to be re-delivered to an alternative address. A repeat delivery charge is payable for this service. We regret that we cannot offer a refund in these circumstances as the goods cannot be re-sold.

Returning products under our Refund Policy is the responsibility of the purchaser. We recommend you use a recorded delivery service as we cannot accept responsibility for return postage costs or items lost or damaged in transit to us. We are unable to issue a refund for unsatisfactory products and postage until such products are received by us.