Returns & refunds
What is your returns policy?
We want you to be completely satisfied with your purchases. If you are not completely satisfied with any item you ordered, just return it, if possible in the original packaging with an RMA number within 14 days of the date of receipt and we will refund your money or send you a replacement - no questions asked.
Items returned under the 14 days returns policy must be unopened with any seals and shrink-wrap intact. Please note: we can only accept the return of opened items if they are faulty. We are only able to replace identical products (requests for different sizes acceptable), so if you wish to order additional items it will be treated as a new order.
The guarantee is in addition to your statutory rights. When you send your item back to us, we'll process the returned item then notify you via e-mail of your refund. You can expect a refund in the same form of payment originally used for purchase within three weeks of our receiving your return. Please note that the costs for returning the item to us are unrefundable.
If you are returning an item because of an error on our part or because it is damaged or defective, we will be happy to refund the delivery charges incurred in sending the item to you and we'll reimburse your costs in returning it to us.
When you return goods, please retain proof of posting from your shipper. Without this we cannot be responsible for any items that fail to reach us. We always try to process returns as soon as they arrive. However, during busy periods, please allow up to 21 days for your return or exchange to be processed. Please note that refunds for items bought as gifts can only be given to the original payer, and if you decide to swap an item, we can't stop the payer knowing.
Products we are unable to refund
All items can be returned apart from clearance items reduced to half price or less.Can I exchange an item?
We are happy to accept items for exchange providing they fall under our 14 day return policy. Items returned under the 14 days returns policy must be unopened with any seals and shrink-wrap intact. Please specify the item you require in exchanged for the returned item. You will also require an RMA number.
How do I get an RMA number?
Please contact the customer service team on 0191 xxx xxxx or by email at enquiries@divinechocolateshop.comand request an RMA. You will need your order number as a reference.
When do I get my refund once I have returned an item?
You can expect a refund in the same form of payment originally used for purchase within three weeks of receiving your return.
What are my rights under the distance selling Regulations?
If you are contracting with us as a consumer, you have the right to cancel your contract at any time up to 7 working days after the day on which you receive the goods you ordered. You must take reasonable care of the goods whilst in your possession and they must be returned to us (if possible, see individual product Returns Policies for details) or collection arrangements made, promptly at your cost. If we collect the item from you, you will be charged the cost of collection which will be notified to you at the time of cancellation.You must inform us of the cancellation of the contract.
This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details of your rights under the Distance Selling Regulations are available from your Local Citizens' Advice Bureau or your Local Authority's Trading Standards Office.