Shipping and Return Policy
Returns, Refunds & Cancellations Policy
At Panache Chocolatier, we take quality seriously and want you to enjoy every order. Because many of our products are perishable food items, our return and refund policy differs from non-food products.
Returns – Perishable Food Items
For food safety and hygiene reasons, Panache Chocolatier does not accept returns or exchanges for any edible products once delivered. This includes chocolate boxes, wrapped chocolates, bars, nougats, dragées, sablés, stuffed dates, marron glacés, cake jars, ice cream, chilled or frozen items, and any edible product after delivery.
Damaged, Melted, Missing, or Incorrect Items
If your order arrives damaged, melted, missing items, or incorrect, we will make it right. To be eligible for a replacement or refund, you must contact us within 24 hours of delivery. You will be asked to provide your order number, clear photos of the product(s) and outer packaging, and a brief description of the issue.
If your claim is approved, we will offer one of the following solutions based on the situation and product availability: a replacement of the same item or an item of equivalent value, a refund to the original payment method, or store credit if you agree to this option.
Refund Processing Time
Once a claim is approved, refunds are processed within 3 to 10 business days. Please note that banks or payment providers may take additional time to reflect the refunded amount on your statement.
Order Cancellations
Orders may be cancelled before they are prepared or dispatched. Once an order has been prepared or packed for delivery, cancellation may no longer be possible due to the perishable nature of our products. To request a cancellation, please contact us as soon as possible and include your order number.
Delivery & Temperature-Sensitive Items
Some products are temperature-sensitive, especially during warm weather. While we use appropriate packaging whenever possible, delivery conditions may vary. If your order arrives in an unacceptable condition, please contact us within 24 hours of delivery and follow the steps outlined in the Damaged, Melted, Missing, or Incorrect Items section above.
Non-Food Gift Items
Non-food gift items, such as trays or glass and crystal arrangements, may be eligible for return within 7 days of delivery, provided the item is unused, remains in its original packaging, and is returned with proof of purchase. Return shipping costs are the responsibility of the customer unless the item received is defective or incorrect.
Contact Us
For support regarding damaged or incorrect orders, cancellations, or general inquiries, please contact us at info@panachechocolatier.com or via phone or WhatsApp at +20 122 991 0025. Our business hours are from 12:00 PM to 10:00 PM.