Return, Refund & Replacement Policy
Last Updated: 07-06-2026
No Returns on Perishable Products
- All product sold by Dubai Chocolates are perishable food items.
- For health, hygiene, and food safety reasons, we do not accept returns once an order has been delivered.
Replacement or Refund Eligibility
We may offer a replacement, store credit, or refund under the following circumstances:
- The wrong product was delivered.
- The product was delivered in a damaged condition.
- The product arrived melted or significantly compromised due to delivery issues.
- The product was missing from the order.
- The product was found to have a quality issue upon delivery.
Reporting an Issue
If you experience any of the issues listed above, please contact us within 2 hours of delivery.
To help us investigate and resolve the issue promptly, please provide:
- Your order number
- A description of the issue
- Clear photographs or videos of the product and packaging
- Contact details associated with the order
Requests submitted after the reporting window may not be eligible for replacement or refund.
Quality Assessment
All replacement requests are subject to verification by our customer support team. Dubai Chocolates reserves the right to request additional information before approving any claim.
Once approved, we may offer one of the following remedies:
- Replacement of the product
- Store credit
- Partial refund
- Full refund
The resolution method will depend on the nature of the issue and product availability.
Delivery Address and Availability
Customers are responsible for providing accurate delivery information at the time of ordering.
Dubai Chocolates shall not be responsible for:
- Failed deliveries due to incorrect address details.
- Delays caused by the recipient being unavailable.
- Product quality issues resulting from delayed acceptance of delivery by the customer or recipient.
Refund Processing
Refunds are not offered.
Our guarantee extends only to correctly addressed orders. Unfortunately, and due to the perishable nature of our products, we cannot guarantee the condition of the package if the carrier must reroute your order.
Dubai Chocolates cannot be responsible for the condition of orders that are not able to be delivered on the first attempt (due to / or that you may have updated / or revised through any customization options with our carrier).
We will ship your order to the shipping address(es) you provide (Billing Address). Please include all particulars including, a street address, and company name, villa, suite or apartment numbers when applicable to ensure proper delivery.
Dubai Chocolates will not be responsible for any/all failed deliveries when:
1. You provide an incorrect or outdated address,
2. Your recipient is out of town or not available, or
3. You do not provide a updated current /corrected/new delivery address within 24 hours of the first delivery attempt.
Shipments that are returned or require rerouting due to incorrect addresses will be subject to additional charges for reshipment and/or repacking/relabeling for the carrier.
Order Cancellations
Customized Orders may be cancelled only before preparation has begun.
Since our customized chocolates are often prepared and packed specifically for each order, cancellation requests received after preparation or dispatch may not be eligible for a refund.
Contact Us
For any concerns regarding your order, please contact our Customer Support team:
Email: support@dubaichocolates.com
We are committed to ensuring that every Dubai Chocolates order reaches you in the best possible condition and will work quickly to resolve any genuine issues.
For assistance with your order, delivery status, or delivery-related concerns, please contact:
Dubai Chocolates Customer Support
Email: support@dubaichocolates.com