Return & Refund Policy for Schokcolade.com

Thank you for shopping at Schokcolade!
Each of our products is individually made-to-order just for you. Because of this, we have a unique Return and Refund Policy tailored to print-on-demand production.

By placing an order through https://schokcolade.com/, you agree to the terms outlined below.

1. Overview

At Schokcolade, customer satisfaction is our top priority.
While all items are custom-made and non-returnable for buyer’s remorse or incorrect sizing, we gladly offer replacements or refunds for issues caused by production errors, printing defects, or shipping damage.

We strive to make things right whenever possible.

2. Eligibility for Returns & Replacements

You may request a return, replacement, or refund if your product:

✅ Arrived damaged, defective, or misprinted.
✅ Arrived in the wrong size, design, or color compared to your order.
✅ Was lost in transit (not delivered within 45 days for international orders).

To qualify, your request must meet the following:

  • The issue is reported within 7 days of receiving the item.

  • You provide photo evidence of the issue (see Section 5).

  • The item is unused, unwashed, and in its original condition.

3. Non-Returnable & Non-Refundable Items

Because our products are made uniquely for each order, we cannot accept returns or issue refunds for the following reasons:

❌ You ordered the wrong size, color, or design.
❌ You changed your mind after production started.
❌ You entered an incorrect shipping address.
❌ Slight color differences due to screen settings or lighting.
❌ Minor variations in placement or size of the print (within 1-inch tolerance).

Please review your order carefully before confirming payment.

4. Timeframe for Reporting an Issue

To ensure a fast resolution, please report any issue within:

  • 7 days of delivery (for defective or damaged items).

  • 30 days from order date (for lost or undelivered packages).

Requests made after this period cannot be guaranteed for replacement or refund.

5. How to Request a Return or Refund

To submit a request, please email us at [email protected] with the following details:

  1. Your order number (e.g., #SCH12345).

  2. A brief description of the problem.

  3. Clear photos showing:

    • The product issue (misprint, defect, etc.)

    • The packaging and shipping label

Once your request is received, our support team will respond within 24–48 hours with next steps.

6. Resolution Options

After reviewing your claim, we may offer one of the following resolutions:

a. Replacement (Free of Charge)

We will reproduce and ship a replacement if the issue is confirmed to be our fault (printing or production error).

b. Partial or Full Refund

A refund will be issued to your original payment method in cases where a replacement isn’t possible.

Refund processing may take 5–10 business days, depending on your payment provider.

c. Store Credit

Alternatively, you can choose to receive a gift card or discount code equal to your refund amount, valid for future purchases.

7. Lost or Delayed Shipments

If your package does not arrive within the estimated time frame (see our Shipping Policy), please contact us.

We consider a package lost if it:

  • Has no tracking update for more than 15 business days, and

  • Has not been delivered within 45 days (international) or 25 days (domestic).

In such cases, we will reprint and reship the order at no additional cost.

8. Cancellations & Order Changes

Because our fulfillment process starts quickly, we can only accept order cancellation or changes within 12 hours after purchase.

After that point, your order will have entered production, and cancellation is no longer possible.

If you need to update your shipping address, please contact [email protected] immediately.

9. Damaged or Defective Items

If your order arrives damaged, defective, or misprinted:

  1. Take photos of the issue and packaging.

  2. Send an email to [email protected] within 7 days of receipt.

  3. Include your order number and a brief description.

Once verified, we will offer a free replacement or refund.

10. Returned Packages (Undeliverable or Refused)

If an order is returned to us due to:

  • Incorrect shipping address

  • Failed delivery attempts

  • Refused delivery

We will notify you by email.

You may choose to:

  • Reship the order (additional shipping cost applies), or

  • Receive a partial refund (excluding original shipping fees).

11. Refund Method

All refunds are issued using the original payment method used at checkout (e.g., credit card, PayPal, etc.).

Depending on your bank, it may take 5–10 business days for the refund to appear in your account.

If your refund has not appeared after 10 business days, please contact your payment provider first, then reach out to us for further assistance.

12. Exchanges

Since each product is made-to-order, we do not offer direct exchanges (e.g., changing from Size M to L).

However, if your item arrives defective or incorrect, we’ll send you a free replacement in the correct size or design.

13. Responsibility Disclaimer

Schokcolade is not responsible for losses caused by:

  • Shipping delays beyond our control (e.g., customs, natural disasters, postal strikes)

  • Packages lost due to incorrect address entered by customer

  • Items damaged after delivery (e.g., improper washing or handling)

14. Return Shipping Instructions (if applicable)

If we request that you send an item back, our team will provide the return address and instructions via email.

Please do not return any package to the manufacturer or fulfillment center address printed on your parcel — this may delay processing.

Return shipping costs are covered by Schokcolade only if the error was ours.

15. Policy Updates

We may update this Return & Refund Policy periodically to reflect changes in our production or shipping partners.

Any updates will be posted on this page with the new “Last Updated” date.

16. Contact Us

If you have any questions about returns, replacements, or refunds, please contact us:

📧 Email: [email protected]
🌐 Website: https://schokcolade.com/
🕘 Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT+7)

17. Final Note

Every order at Schokcolade is made with care and creativity.
If there’s ever an issue, our customer care team is here to make things right.

✨ Your happiness means everything to us.