Refund policy
At A House of Cocoa, every order is prepared with care. We want you to be delighted with your purchase and are always happy to help if something isn't quite right.
Personalised & Made-to-Order Products
Many of our products are individually personalised or made to your specifications, including our chocolate favours, edible place names, keepsakes, greeting cards and gift boxes.
Under UK consumer law, products that are clearly personalised or made to a customer's specifications are generally exempt from the usual 14-day change-of-mind cancellation rights.
If you need to amend or cancel a personalised order, please contact us as soon as possible. We will always do our best to help before production begins.
Chocolate & Food Products
For food products that are liable to deteriorate or expire rapidly, or hygiene-sealed products that have been opened where the legal exemption applies, change-of-mind returns may not be accepted.
This does not affect your statutory rights if an item is faulty, damaged or not as described.
Non-Personalised Products
For eligible non-personalised products, you have 14 days after receiving your order to notify us that you wish to cancel.
You then have a further 14 days to return the item.
Returned items should be handled no more than necessary to inspect them. Customers are responsible for return postage for change-of-mind returns. Where the full order is cancelled, we will also refund the original standard delivery cost as required by law.
Refunds will be processed within 14 days of receiving the returned goods or evidence that they have been sent back, whichever is earlier.
Damaged, Faulty or Incorrect Orders
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible through our website.
Where possible, please include your order number and photographs so we can investigate quickly.
We will arrange an appropriate refund, replacement or other remedy in accordance with your statutory rights, including applicable return costs.
Contact Us
If you have any questions about your order, please get in touch through our website: