Last updated: August 15, 2026
Our chocolates are fresh, handcrafted and perishable. Food safety rules mean we cannot resell anything that has left us, so we are not able to accept returns of chocolate simply because it is no longer wanted.
What we will always do is put things right when something has gone wrong. This policy explains how.
Collection orders
We are currently offering click and collect only from our New York Chocolate Houses. Nationwide delivery is coming soon, and the sections below marked for delivery will apply once it launches.
We hold collection orders for 7 days from the day we tell you your order is ready. If your order has not been collected within 7 days, we may cancel it and refund you, as we cannot hold fresh chocolate indefinitely. If you know you will be delayed, get in touch and we will do what we can.
Something wrong with your order
Please check your order as soon as you collect it. Contact us within 48 hours of collection if:
- the wrong items were given to you
- anything is missing
- the chocolates are not in the condition they should be
Email jeferino@chococo.nyc with your order number and a photograph of the problem. We will arrange a replacement or a refund, whichever you prefer. There is no need to bring anything back to us.
We ask for the 48 hour window because chocolate is perishable and we need to be able to tell what happened while it was in our care.
Non perishable items
Items such as gift bags, mugs, tins and other homewares can be returned within 30 days of collection, provided they are unused and in their original packaging. Contact us first at jeferino@chococo.nyc and we will let you know how to return them. Items returned without contacting us first cannot be accepted.
Items we cannot refund
- Chocolate and other food items, unless the order was incorrect or not in the condition it should be
- Personalised products, including bars and boxes made with your own message
- Gift cards
- Sale items, unless faulty
Cancelling your order
You can cancel any order before it has been prepared for collection. Email jeferino@chococo.nyc or call the shop with your order number. During busy periods, orders already being packed may be too far along to stop. If we cannot stop yours in time, we will tell you.
Exchanges
We do not offer direct exchanges. If you would like something different, the quickest route is to contact us about the original order and place a new one for the item you want.
Refunds
We will let you know as soon as we have processed your refund. Refunds go back to your original payment method within 10 business days, though your bank or card issuer may take a few days more to post it to your account.
If more than 15 business days have passed since we confirmed your refund and you still have not received it, contact us at jeferino@chococo.nyc and we will chase it.
When delivery launches
Once nationwide delivery is available, the 48 hour window will apply from the day your order arrives, orders can be cancelled up until noon Eastern Time on the day they are due to go out, and return postage for non perishable items will be at your own cost.
Contact
Email jeferino@chococo.nyc
Chococo Chocolates Inc.
500 Madison Avenue, New York, NY 10022, United States
Changes made: delivery references pulled into a clearly marked future section, the email swapped to jeferino@chococo.nyc throughout, "personalised" Anglicised to match the site, and the phone number and opening hours removed since those still need confirming with Marina and Jef.
Still to confirm before this goes live: "Chococo Chocolates Inc." as the correct registered entity, and whether the shops know about the 7-day collection hold — that's an operational commitment their teams have to manage.
