Refunds, Returns and Exchanges
Returns (if applicable)
Our policy lasts 30 days. If 30 days have gone by since your purchase, we can’t offer you a refund. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We only replace items if they are defective or damaged after we have received the item and verified its condition.
1) If you need to return an item, you will need to take the package to the carrier of your preference and send it to the following address: Hot Chocolate Design, 30 Dawson Drive, Westhill, Aberdeenshire, AB32 6NS, Great Britain.
2) Then you will need to email us with your order number, the tracking information of your return shipping and the return shipping cost. Once we have received the item and verify its condition, we will refund your order and the amount you paid for the return shipping.
- Returns in which the order number and the tracking return shipping aren't provided through email, will not be available for refund.
- Return shipping cost will be refund to a valid PayPal Account or with HCD Store credit.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Exchanges (if applicable)
Exchanges are available (including sizing exchanges). If you want to exchange an item, you must submit a return of your previous order (see above on Returns). Then you will have two options:
1) You can make a new purchase for the item that you actually want at any time, regardless the status of your previous order return process. Once we have processed your return, we will refund your previous order.
2) If you don't want to make another order, you will have to wait until we have processed your return and then we will send you the item that you want with Standard Shipping.
Please note that exchanges are subject to inventory availability.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us.
Returns / Refunds / Exchange requests
Please contact us at: firstname.lastname@example.org, with your order number, the tracking information of your return shipping, the return shipping cost and the reason of your encounter (Return or Exchange). Team members will be checking in from time to time so please be patient. We promise we will get back to you. You can expect a response within a 48 hours period on business days.
Instant order cancellations and exchange requests (Facebook Messenger)
Please note that we're working to implement an automatic return process and that it should be working within the next weeks.