CUSTOMER SERVICE

Neuhaus Chocolate Return Policy

At Neuhaus, we take great pride in ensuring that your chocolates arrive promptly and in perfect condition. In the rare event that your order is damaged, melted, incorrectly shipped, or there is any other issue, we are here to help. Please reach out to us via email within 3 business days of delivery, and we will be happy to assist you.

To help us resolve your concern as swiftly as possible, we kindly ask for photographic proof of any damage. Please note that our liability is limited to the value of the product.

We are pleased to offer a replacement or reshipment for the affected item, or we can provide one of equal or greater value. Once we receive your request, your replacement will be shipped within 1-2 business days. Given the perishable nature of our products, we can only honor claims that include proper supporting documentation, and we reserve the right to limit the number of replacements offered.

Please note, we do not offer returns or refunds.

Our guarantee applies to orders that are correctly addressed. Unfortunately, we cannot ensure the condition of the chocolates if the delivery is rerouted or if the package cannot be delivered on the first attempt due to unforeseen circumstances. Neuhaus cannot be held responsible for deliveries that are delayed or misdirected after you have provided any updated instructions directly with the carrier.

To ensure a smooth delivery, please make sure to provide the full and correct shipping address, including street, suite or apartment number, and company name when shipping to a business.

This guarantee does not cover instances where:

  • The provided address is incorrect or outdated.
  • The recipient is unavailable or out of town at the time of delivery.
  • You do not provide an updated address within 24 hours of the first delivery attempt.

Orders returned or rerouted due to an incorrect address will be subject to additional shipping charges.

Thank you for choosing Neuhaus Chocolates, where we are committed to delivering the finest Belgian chocolate experience to you.