Returns & ExchangesUpdated a month ago
No-Melt Guarantee
We hope your chocolates arrive in flawless condition. During warmer months, we check the weather forecast for your ZIP code, then pack orders with cooling gel packs and insulation; we occasionally delay shipments when temperatures are exceptionally hot. If you'd prefer to delay shipping until the weather cools, just let us know—we're happy to hold your order.
All orders, except for local pickups and subscriptions, are automatically protected through Order Protection, so if your item arrives melted, you can go straight to our claims portal to request a reshipment or refund.
For limited-edition items, we’ll issue a refund if a replacement isn’t available.
Depending on the weather and shipping destination, we may also avoid shipping on Thursdays and Fridays during the summer to prevent packages from sitting in warm warehouses over the weekend.
Return & Refund Policy
Our team works very hard to deliver exceptional chocolates, goods, and experiences to you, and we are as disheartened as you are when an item arrives on your doorstep in imperfect condition. We’d like you to enjoy the best of what we offer, and hope you’ll give us an opportunity to improve any unsatisfactory situation.
If you receive a product in less than ideal condition, please do not hesitate to reach out to our team at (415) 349-0942 between 9 a.m. and 5 p.m. Pacific, or via email at [email protected]. We would love to hear your feedback and to improve your experience.
We accept refund requests within 30 days of your order date. To request a refund, please reach out to our team with your order details. Requests made after 30 days from the order date are not eligible for a refund.
Returns
As a retailer of small-batch-made food items, we are unable to accept returns or exchanges of perishable goods. However, we aim to create the best possible experience for every guest. If you have any concerns about your order, please contact us so we may assist.
Returnable Items
We are able to accept returns of non-chocolate merchandise including, but not limited to: books, apparel, ceramics; and Origin Trips, up to six weeks ahead of travel date.
To begin a return or refund, please reach out to [email protected] or give us a call at (415) 340-0942 to determine next steps. For returns and exchanges, please return your item in the same condition and packaging in which it was sent.
Refunds
Full or partial refunds may be issued on a case-by-case basis. Refunds may be redeemed for a digital gift card; for an item of the same or greater value in our online store; or as a credit automatically applied to your credit card or bank within seven to 10 days.
Late or Missing Refunds
We will process your refund as quickly as possible. Virtual gift cards and exchanges can typically be issued immediately. For bank or credit card refunds, please allow up to 10 days for the funds to be posted to your account. In many cases, a bank account or credit card institution may take additional time to post funds to your account, even after we have fully issued the refund. We do our best to expedite refunds. We kindly request that you understand we cannot be responsible for delays on the part of your bank or credit card.
Exchanges
We regret that we are unable to offer exchanges on perishable items. If you are unhappy with your order, please reach out.