At Vellure Chocolatiers, we take great pride in the quality of our handcrafted chocolates. As our products are made with care using premium ingredients, customer satisfaction is our priority.
Returns
Due to the perishable nature of our products, we are unable to accept returns on chocolates unless they are:
Personalised or custom-made products cannot be returned or refunded unless they arrive damaged or there is an error on our part.
Damaged or Incorrect Orders
If your order arrives damaged, incorrect, or incomplete, please contact us within 48 hours of delivery.
When contacting us, please include:
This allows us to investigate and resolve the matter as quickly as possible.
During warmer months, we take extra care when packaging our chocolates. However, we cannot be responsible for melting caused by parcels being left in direct sunlight, in a safe place, or uncollected after delivery.
Refunds
If your claim is approved, we may offer one of the following:
A full refund
A partial refund
A replacement product
Store credit
Approved refunds will be processed to your original payment method within 5–10 business days, depending on your payment provider.
Order Cancellations
Standard Orders
Orders may be cancelled before they have entered production or been dispatched. If your order has already been prepared or shipped, we may be unable to cancel it.
Personalised Orders
Once production has begun on personalised or bespoke chocolates, cancellations and refunds cannot be accepted.
Delivery Issues
Please ensure that your delivery address is correct before placing your order.
We cannot be held responsible for deliveries delayed or lost due to:
Incorrect delivery information
Failed delivery attempts
Circumstances beyond our control, including courier delays or severe weather
