Refund policy

Creating that special moment to enjoy your expertly-crafted, bean-to-bar chocolate is important to us and that's why we hope you are happy with your Firetree Chocolate. If something isn't to your satisfaction, here's what we will do to put it right.

RETURNS & REFUNDS FOR DAMAGED ITEMS

We take great care to package our chocolate so that it reaches you in perfect condition. If your item is damaged in transit or has suffered a quality issue, we will refund your purchase including the postage costs or, if you prefer, we will send a replacement item. We may ask that you return the damaged item to us, in which case we will refund the cost of your returns postage.

To let us know about an issue and request a refund or replacement, please contact our Customer Services on info@firetreechocolate.com with your order details.

CHANGED YOUR MIND? RETURNS & REFUNDS FOR CANCELLED ORDERS

You have the legal right to cancel your order any time before and up to fourteen days after delivery. Unfortunately, you will not be able to cancel your order if fourteen days have passed since you received your items.

You then have a further fourteen days to return the item(s) to us. To be eligible for a refund, please ensure that you return your item to us unused, unopened and in the original packaging.

Please note that, in the event you are cancelling your order or no longer want your items, we will only refund the original cost of the items themselves and not any postage costs.

To request a return, please contact our Customer Services on info@firetreechocolate.com with your order details.

RETURNING ITEMS

When returning damaged goods, we will refund the price paid by you for the goods, initial postage charge and the return postage charge to your original method of payment within fourteen days. We ask that you return your item via recorded delivery. If you are unable to arrange postage, we will arrange a collection from your delivery address.

If you are cancelling your order or no longer want your items, we suggest that you send the items back via recorded delivery as proof of posting is not proof of receipt. Provided that we receive the items within fourteen days of requesting a refund, we will refund the cost of the items to your original method of payment within fourteen days. 

RETURN ADDRESS

Our address for returns is:

Customer Service
Firetree Chocolate Limited
3, Holkham Road,
Peterborough,
PE2 6TE