Refund Policy

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:

Damaged during delivery
Incorrectly supplied
Faulty or defective upon arrival

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:

Your order number
A description of the issue
Clear photographs of the product and packaging

This allows us to investigate and resolve the matter as quickly as possible.

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