Our 100% Happiness Guarantee
All of your purchases are covered by our No Excuses Guarantee so if you're not 100% happy with our products or we miss an important delivery date, we guarantee that we'll immediately put it right for you – refunding, replacing or issuing you with a Gift Card as appropriate. In addition, we guarantee to make good any mistakes with honesty and a positive solution that works for you. We never want you to lose faith in Hotel Chocolat and will always go the extra mile so you know how important your custom is to us.
All members of our Customer Service team are trained and empowered to help, whatever the circumstance and whatever method by which you choose to contact us – so you can always be sure of a prompt, helpful and friendly reply that we hope will both strengthen our relationship with you and help you to retain confidence in us.
We want you to be delighted with your order and all of your purchases are covered by our Happiness Guarantee. If you change your mind about the item(s) that you have ordered, or something isn’t as you expected when your delivery arrives, please contact us here. and talk to our team before returning anything to us. We promise to look at how we put this right for you.