Refund policy

At Casa de Chocolates, our goal is to ensure complete customer satisfaction. We stand behind the quality of our products and are committed to resolving any issues that may arise with your order. Here’s how we handle returns, exchanges, and replacements:

Returns and Exchanges

We do not accept returns or exchanges for non-defective items.

Replacements for Damaged or Lost Orders

If your order is received damaged or is lost in transit, we are happy to send a replacement, provided the following conditions are met:

• You notify us within 5 days of the delivery/pickup date.

• You provide proof of damage or loss if requested.

• The shipping address provided was correct and complete.

Shipping with USPS

For orders shipped via USPS:

• Casa de Chocolates is not responsible for any delays, lost, or damaged shipments.

• Customers must file claims directly with USPS for any issues related to delays, losses, or damages.

• We recommend tracking your USPS shipments carefully to ensure timely delivery.

Shipping with UPS

For orders shipped via UPS:

• Casa de Chocolates will work directly with UPS to handle any claims for lost or delayed packages.

• We will assist in the resolution of issues related to damaged items, ensuring customers receive a replacement if necessary.

Pick-Up Orders

For pick-up orders:

• Any orders not picked up within 2 days of the selected pick-up date will be canceled and incur a 20% restocking fee.

• Orders containing pastries, drinks, or custom/seasonal items will be canceled after 3 days, and these items will not be refunded or replaced. Due to perishability, they will be disposed of to avoid contamination with fresh products.

Exceptions

We cannot offer replacements in the following scenarios:

1. The address provided by the customer is incorrect or incomplete.

2. The customer cannot provide proof of damage or loss, and tracking indicates the package was delivered to the provided address.

3. The order was shipped to a P.O. Box.

4. The order was shipped to a government facility or military base, which may have strict mailing guidelines causing delays.

5. The package was delivered to a parcel locker and was not picked up within 2 days of delivery.

Shipping Delays

We are not responsible for shipping delays caused by factors beyond our control, such as weather, strikes, mechanical failures, or other unforeseen circumstances.

Thank you for choosing Casa de Chocolates! If you have any questions or need further assistance, please contact our customer service team.