Refund policy

Courier Damage Policy (DPD)

We use DPD as our delivery partner. While we take great care in packaging your order, once your parcel is handed to the courier, it is subject to their handling processes.
If your order arrives damaged:
You must notify us within 48 hours of delivery.

Please provide clear photos of:

The outer packaging
The inner packaging
The damaged product(s)

We will then raise a claim with DPD on your behalf.

Please note:
Claims are subject to DPD’s investigation and approval
Compensation may be limited based on the courier’s terms
Damage resulting from insufficient packaging or external conditions (such as heat affecting chocolate) may not be covered by the courier

We will always work with you to find a fair resolution where possible, but we cannot guarantee reimbursement in all cases.

To start a return, you can contact us at cococustomerservice@outlook.ie. Please note that returns will need to be sent to the following address: Roscatt Cottage, Rossnowlagh, Ballyshannon, Co. Donegal, F94HH51.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at cococustomerservice@outlook.ie.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We are not liable for any damage, including melting or texture changes, resulting from improper storage after delivery.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received confirmation from our courier that you will be eligible for a refund. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at cocochocolatiers@outlook.ie.