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 an 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.

We use Royal Mail for most deliveries and cannot guarantee your order will arrive on or before the anticipated date, nor can we re-send your order in such cases. Deliveries are not considered lost by Royal Mail until 14 days after posting. If your order has not been delivered within 14 days after posting we will re-send it at no additional cost to you.

If, for any reason your order is returned to us by our carrier, we will contact you to offer to arrange re-delivery. A repeat delivery charge is payable for this service, and the charge depends on the carrier required for the re-delivery. We regret that we cannot offer a refund in these circumstances as the goods cannot be re-sold, unless the order was returned due to our own address labelling error.

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.