Returns

We hope you are happy with your purchase. However, if for any reason you are not entirely satisfied or you otherwise wish to cancel your order, you may return any item for a refund or exchange within 30 days of purchase.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To request a return, please contact Customer Services on 020 8761 8456 (Monday to Friday 9am – 5pm, excluding Bank Holidays) or email mailorders@rococochocolates.com with your order details. You will be asked to return your item(s) to our Head Office at:
Unit C41 Parkhall Trading Estate
40 Martell Road
London
SE21 8EN 

Please be sure to obtain Proof of Postage when returning goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.

Returns must be made to the point of purchase.   Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

If you require a refund we will refund the price paid by you for the goods, initial postage charge and the return postage charge to your original method of payment, within 14 days of us receiving the goods, providing you have returned the goods to us within 30 days of delivery to you or your notifying us of cancellation. 

If you return items for reasons other than defects in the goods, or incomplete or incorrect delivery, we are unable to refund the return postage.

If you do not return your goods within 30 days of notifying us of cancellation of your order, we shall be entitled to withhold payment of any refund.

Only full priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges may be made if the goods you receive are damaged or faulty, or not what you originally ordered. Please notify us immediately by calling Customer Services on 020 8761 8456 (Monday to Friday 9am – 5pm, excluding Bank Holidays) or email mailorders@rococochocolates.com. You will be asked to return your item(s) to our Head Office at:
Unit C41 Parkhall Trading Estate
40 Martell Road
London
SE21 8EN

Please provide your order number and keep the box, packaging materials and damaged items to support your claim.

This policy does not affect your rights under law as a consumer, which apply in addition.