Collection: Return Policy

Valrhona Collection’s Promise

Our goal is to give the best care and attention to your product before it ships from our facility.

Due to our products being perishable, to ensure the full freshness of our products, we urge you to inspect and properly store your order as soon as it arrives.

Undeliverable Packages

Our guarantee is only applicable to purchases that are correctly addressed on the first delivery attempt due to the perishable nature of our products. Your order will be shipped to the shipping address or addresses you enter at the time of checkout. To ensure proper delivery, please give the street location, firm name, and, if relevant, the suite or apartment number. If the carrier reroutes your order or holds the delivery because the address provided is wrong, we cannot guarantee the condition of the package when it arrives to the right destination.

Wrong Address

A 15% discount is available on a replacement order if we were not able to deliver your order because of an incorrect address that you provided or entered in an online order. You must email our customer service team at info-us@valrhona.com within 24 hours after delivery to start the process for a 15% discount. Our customer service team will verify the shipped package/wrong address and contact the shipping carrier if they can retrieve the package. The customer service team will check the availability of the product. If it is not available, we will offer a similar alternative. If approved by our customer service team, they will provide a coupon code for the 15% one-time discount.

Shipments that need to be rerouted or are returned because the address was inaccurate will incur additional reshipment costs based on the carrier's fees. Chocolates that have melted or gone bad could be the effect of the longer travel time during the detour.

Cancel

We are unable to alter or cancel an order after it has started the fulfillment process. This includes changing the ship-to name, adding or removing items, and adding or changing gift notes. Our staff might start the fulfillment process a few days before your order is prepared for shipping during periods of high demand, such as around holidays.

Warm Weather

Melted Chocolate - In addition to the care and monitoring of shipments, Valrhona Collection also adds free cooling material as needed. We will replace your chocolate if it arrives melted from the heat. Within two days (48 hours) after receipt, please contact our Customer Service Department at info-us@valrhona.com. Provide a thorough description and photographic proof of the problem, and our staff will help arrange for a replacement or exchange.

Since our chocolates are perishable, any claims made without sufficient documentation will not be eligible for a refund or reshipment. Valrhona Collection retains the power to set a cap on substitutions. We will either reship the item or replace it with one of equivalent value instead of offering refunds.

Missing Items or Damaged

We're sorry about your experience. Within two days (48 hours) of delivery, please contact our Customer Service Department at info-us@valrhona.com and provide your order number, information, and images of any damage or defects.

Please provide pictures of the following:

• A clear picture of the main area of damage
• A clear picture of the box or packing; two full views of the goods (from the side and overhead)

We are aware that shipments can get damaged, and we'll try our best to fix it right away. All damage claims require photo documentation, according to our carrier partners.

Reshipment may not be an option for claims filed without the necessary documentation.