Refund policy

What to know about shipping & refunds

Changed Your Mind?
If you’ve placed an order by mistake, you have 50 minutes from the time of purchase to cancel it. Simply log in to your account using the email address you placed the order with and cancel it directly there. Unfortunately, we’re unable to do this on your behalf. After 50 minutes, your order will be sent to our warehouse for processing and cannot be cancelled.

Wrong Address?
If you’ve entered the wrong delivery address, you can update it within 50 minutes of placing your order. Log in to your account using the same email address you ordered with, and update your details in the Profile section.

After 50 minutes, your order is sent to our warehouse for fulfilment and no changes can be made. If the parcel is shipped and delivery is unsuccessful, Royal Mail will return it to us. Once received, we’ll refund the value of your chocolates and send you a confirmation email (please note it can take a few days for the funds to appear back in your account).

Undeliverable Orders

If you are not at home to accept your delivery or the order is otherwise undeliverable and returned to us, you have two options:

  1. Pay an administrative fee to cover the cost of resending the parcel back to you.

  2. Request a refund for the value of the chocolates minus the shipping costs already incurred.

This policy is in place as we would otherwise need to cover double the shipping costs for an undelivered order.

Personalised Items

Please note that personalised items are non-refundable under any circumstances unless the item is faulty or damaged. As these items are made specifically for you, we are unable to resell or reuse them, which is why refunds are not available.

Refunds

If you wish to return an item, please notify us within  48 hours of receiving your items and you are able to make the return for 14 days of receiving your order, but we must be notified within 48 hours of you receiving your item. We will process your refund within 14 days of receiving the returned items or proof of their return. Unfortunately, we are not able to accept any returns or refund for products that have less than 30 days shelf life or opened/not in their original packaging. 

All delivery fees to/from Catherine's Originals HQ (the factory) are to be covered by customers. The chocolates must be unopened, with your order number and email in the box. Returns to be sent to Catherine's Originals, Tokar Industrial Park, Walberton, Yapton Lane, BN180AS. When we receive your item, we will refund the value of goods purchased. It is advised to use tracked delivery to ensure it gets to us. You must include your order number and name when sending your parcel back to us. If you send it to us without this, we won't be able to refund you as there will be no way to track where it has come from.

For orders paid using a combination of store credit and card, our system and policy require that refunds are applied to the store credit portion first. This means any refund is deducted from the credit used on the order before any card refund is considered.

Getting the Box Delivered

Please remember, you are ordering chocolates through the post, and we can't always control the knocks and bashes our little guys may encounter along the way. They are parcelled up tight, and we do our best to protect them.

Ordering in Summer...

If ordering in the summer or when it's hot, we suggest selecting signed-for delivery, so the posty doesn't leave your box in the sun! We don't take responsibility for melted chocolate. Blooming (white discolouration) can occur if the chocolates have been stored at the wrong temperatures, but they will still be safe to eat. We may pause all shipping due to extreme weather with no notice- to save any melted blobs arriving at your door!

If It Goes Wrong...

If your order arrives damaged (such as broken packaging, severely damaged products, or missing items from your order—note that this does not include melted chocolate or missing wrappers), we kindly ask that you follow these steps:

  1. Photograph: We need a clear photo of all the items you received, as well as an image of the delivery parcels they were sent in (this helps us track where the issue occurred on our end). Take clear and detailed photos of the damaged items both inside and outside of their delivery boxes. Ensure that any damage is visible in the images, along with a photo of the front of your delivery box (so we can verify your delivery label).

  2. Email Us: Send the photographs of the damaged product(s) to general@catherinesoriginals.com, along with your order number. Please include a brief description of the issue.

  3. Contact Us Promptly: You must notify us within 48 hours of receiving your incorrect or damaged parcel so that we can resolve the issue.

Once we receive your email and supporting photos, we will review your case promptly and provide further instructions.

As we sell edible products, we cannot accept returns if they have been opened.

Free Delivery 

We offer free delivery within the UK. International delivery fees may apply at checkout, depending on your location, and the free delivery offer for orders over £35 may not be applicable to international orders.