Changes, Cancellations & Refunds Policy

Contact us if your order is defective, unsafe, damaged, incomplete or different from what was agreed. This also applies if a delay makes it impossible to use the order for its agreed purpose. We will review the issue and provide the remedy you are entitled to under applicable UAE law, including a replacement or refund where applicable. We cover reasonable collection or redelivery costs when correcting our error.

Use Contact Us and include the order number, the purchaser’s name, the affected items and what happened. Photos of the items and packaging are helpful when available. Reporting the issue as soon as reasonably possible, ideally on the delivery day, helps us check the condition of fresh products. We consider other reasonable evidence if you cannot provide photos.

Do not consume anything you suspect is unsafe. Please wait for our instructions before returning any food. Where appropriate, we may arrange collection or agree on safe disposal.

We do not offer voluntary change-of-mind returns or exchanges for fresh chocolate or items made to an approved customer specification. You can still contact us about a fault, a mismatch or another issue covered by your statutory rights, including where you opened the packaging to inspect the product.

Use Contact Us as soon as possible to request a change or cancellation. We confirm in writing whether a change is feasible and explain any effect on price or timing before you agree. If you cancel before preparation starts and we have incurred or committed to no order-specific costs, we refund any amount you paid.

Your written quote sets out the agreed specification, price, any advance payment and the cancellation terms before you confirm. Advance payments are credited towards the order price.

If you cancel after preparation or approved custom work has begun, any deduction is limited to reasonable, documented costs incurred or unavoidably committed for your order, where those costs were disclosed in the agreed terms and the law permits the deduction. We account for materials we can reuse or costs we can recover, explain the amount and refund any remaining balance. An advance payment is not automatically forfeited.

If we cannot supply an agreed item or meet an essential agreed deadline, we will explain the options and ask for your approval before substituting the item or changing the schedule. If you do not accept an alternative, we refund the affected undelivered items and any delivery charge attributable to them. This does not limit any wider remedy available under UAE law.

We confirm the amount due and process it without undue delay, within any applicable legal deadline. We normally refund to the original payment method. For cash payments or where that method cannot receive a refund, we agree a practical alternative with the purchaser. Bank or payment provider processing time may affect when the funds appear. Store credit is optional where you are entitled to a money refund.

If you disagree with an outcome, use Contact Us to ask us to review it. Include your order number and any new details. You can also contact the competent UAE consumer protection or food safety authority where appropriate.