Whilst we strive to deliver inspirational service, every time, we never take our guests for granted. In the event that we have failed to meet with your expectations or you feel that we have let you down, please let us know.
All of your purchases are covered by our No Excuses Guarantee so if you’re not 100% happy with our products or we miss an important delivery date, we guarantee that we’ll immediately put it right for you – refunding or replacing as appropriate. Additionally, we will always come back from any mistakes with honesty and a positive solution that works for you; we never want you to lose faith in Hotel Chocolat and will always go the extra mile to ensure you know how important your custom is to us. All of our Customer Service team are trained and empowered to help, whatever the circumstance and whatever method you choose to contact us by, so you can always be sure of a prompt, helpful and friendly reply that we hope will both strengthen our future relationship with you and retain your confidence in our brand.
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. Please always include your zipcode and order reference number (if applicable) to help us address your enquiry more efficiently. Thank you.