First, we want you to know that you are the most important part of our company and we want to keep you satisfied.
If for any reason, you have a problem with your order, please contact us and we will be happy to assist you.
Send us an email or find our contact details at our Contact section
Please make sure your order is correct when you place it.
As a general rule, we don’t accept cancelations or order changes.
However, at our discretion, we may accept some item cancelations if the order has not been yet prepared. In this case, we would refund you for the items cancelled.
OUT OF STOCK ITEMS
If for some reason a product you order is out of stock or unavailable, we reserve the right to cancel the order partially; if this is the case, Le Chat Blanch will notify you and will refund any payment that you have made for this particular product.
We may propose you an alternative for the unavailable product, but a new order must be sent to Le Chat Blanch if you accept the exchange.
WRONG or MISSING PRODUCTS
In the unlikely event that Le Chat Blanch delivers a wrong item, or an item is missing from your order, you have the right to be fully refunded for the missing item or have it delivered.
In case of a wrong item has been sent, please send us a picture.
All refunds will be credited directly to your original method of payment.
DAMAGE or DEFECTIVE PRODUCTS
To make sure that you are satisfied with the product you receive, please inspect the contents as soon as your order arrives.
If an item is damaged or defective upon arrival, please let us know.
Send us a picture of the defect/damaged area, a brief explanation of the problem and refer the order number.
Please do not send damaged or defective items back to our warehouse without contacting us.
Once we receive your claim, we will investigate your issues and inform you whether we will arrange collection of the damaged/items at no charge.
In most cases, you'll be able to choose to get a refund or have a replacement sent to you.
FAILURE TO RECEIVE PARCEL
Le Chat Blanch or our third-party express delivery partners (Lalamove, Deliveree…) will contact you prior to delivery to make sure that you can arrange the picking up of your parcel.
We will only proceed to deliver if you, or a designated person, confirm availability to receive the parcel at the expected time and place of delivery.
However, if, after having confirmed availability, you or a designated person are not available or reachable at the time of delivery in the address provided and fail to accept delivery, or, if we are unable to deliver due to your failure to provide appropriate instructions or authorizations, we will proceed, depending of the nature of the products ordered, as follows:
2.Chocolate and Not Perishable products: products will be returned to our warehouse.
We will arrange with you a second delivery trial (delivery fees in this case will be assumed by you).
Please note that chocolate may have experienced temperature fluctuations while waiting for your reception and during the trip back to our warehouse. Although this fact doesn’t affect its quality and it’s safe to consume, we cannot guarantee that the chocolate keeps the same original appearance.
If you are unsure about your availability to receive your order, please contact us and we will arrange some other delivery time.