We want every order from Harry Specters to arrive in beautiful condition and be enjoyed exactly as intended. Because our chocolates are handmade perishable food items, our returns policy reflects both UK consumer law and the care needed to protect the quality and safety of our products.

Can I return my order if I change my mind?

We are unable to accept returns or offer refunds for change of mind on our chocolate products.

All of our physical products are perishable food items with a short shelf life. Most of our chocolates have a maximum shelf life of around three months, and we never send out products with less than one month remaining before the best before date. By the time your order is delivered, your chocolates will usually have between one and two and a half months remaining at minimum, depending on the product.

Because our chocolates are perishable and can be affected by storage, temperature and handling, we cannot accept returns for change of mind.

This does not affect your statutory rights. If there is a problem with your order, we will be able to offer a refund, replacement or another suitable solution where the fault, damage or issue happened before safe delivery. This could be before the order left us, during transit, or because the parcel was left somewhere you did not authorise.

Personalised and custom-made products

Personalised and custom-made products cannot be cancelled, returned or refunded once production has started, unless they are faulty, damaged before safe delivery, or not as described.

This includes, but is not limited to:

·         personalised or branded message chocolates

·         bespoke chocolate boxes

·         corporate or custom orders

·         any item made specifically to your requirements

Faulty, damaged or incorrect items

If your order arrives damaged, faulty, incorrect, or not as described, please contact us as soon as possible so we can put things right.

Please email us at sales@harryschocs.co.uk with:

·         your order number

·         a short description of the issue

·         clear photographs of the product, packaging and delivery box

·         the best before date shown on the product, where relevant

Depending on the issue, we may offer a replacement, refund or another suitable solution.

We are unable to offer a refund or replacement where the damage or deterioration happened after safe delivery because of how the chocolates were stored, handled or left.

This includes, but is not limited to:

·         chocolates being stored somewhere too warm

·         chocolates being placed in the fridge

·         chocolates being left in direct sunlight, a car, parcel box, warm room or other unsuitable place

·         chocolates being left in a safe place requested by the customer

·         chocolates being damaged by pets, children or other circumstances after safe delivery

Safe delivery and safe places

If you ask the courier to leave your parcel in a nominated safe place, and the courier confirms delivery to that safe place, the order will usually be treated as safely delivered. From that point, it is your responsibility to bring the chocolates indoors and store them correctly.

If a courier leaves your parcel somewhere that you did not authorise, and the chocolates are damaged, melted, stolen or otherwise affected before you receive them, please contact us as soon as possible. We will review the delivery information and deal with the issue in line with your statutory rights.

How long do I have to report a problem?

If there is a problem with your order, please contact us as soon as possible after delivery.

If your chocolates are faulty, damaged before safe delivery, damaged in transit, or not as described, you must tell us within 30 days of safe delivery if you wish to reject the goods and request a refund.

Because our chocolates are perishable food items with a short shelf life, it is important that any issues are reported promptly. The longer the delay after safe delivery, the harder it may be to reasonably assess whether the issue was present before safe delivery, happened during transit, or was caused by storage or handling after safe delivery.

When reviewing a problem, we may take into account the delivery date, courier tracking, delivery photographs, product photographs, packaging condition, best before date, the nature of the issue, how soon after delivery it was reported, and whether the chocolates were stored in line with our storage instructions.

We may not be able to offer a refund or replacement where a problem is reported later and there is no evidence that the issue happened before safe delivery, during transit, or because of something we did.

This does not affect your statutory rights. Each issue will be reviewed individually.

Products that go bad before the best before date

If a product becomes unfit to eat before the best before date shown, please contact us.

This applies only where the chocolates have been stored correctly, in line with the storage instructions shown on the packaging and on the product page. We cannot offer a refund or replacement where chocolates have deteriorated because they were not stored correctly after safe delivery.

How to store your chocolates

To keep your chocolates at their best, please store them in a cool, dry place away from direct sunlight, heat sources and strong odours.

Please do not store your chocolates in the fridge. Refrigeration can cause sugar bloom, where the surface of the chocolate develops a pale or dusty-looking finish. Bloomed chocolate is usually still safe to eat, but it can affect the appearance, texture and taste.

Heat and delivery

Chocolate is sensitive to heat. During warmer weather, we may delay dispatch to help protect your order.

Once your parcel has been safely delivered, the chocolates should be brought indoors and stored correctly as soon as possible. We are unable to refund or replace chocolates that have melted or deteriorated after safe delivery because they were left in a warm or unsuitable place.

Handmade appearance and product images

We take all reasonable care to ensure that our product descriptions, images and colours are accurate. However, our chocolates are handmade, so no two chocolates will look exactly alike.

Small variations in decoration, finish, shape, colour, pattern placement and appearance are part of the handmade nature of our products and do not mean the product is faulty. Colours may also appear differently depending on your screen, device settings and lighting.

Best before dates

Best before dates vary by product and are shown on the packaging. We also provide shelf-life information on our product pages.

We never dispatch chocolates with less than one month remaining before the best before date, unless this has been clearly stated before purchase.

Digital gift cards

Digital gift cards are non-refundable once issued, unless required by law.

Return postage

If we ask you to return an item because it is faulty, damaged before safe delivery, damaged in transit, or not as described, we will cover the reasonable cost of return postage or provide return instructions.

Please do not send anything back to us unless we have confirmed this with you first, as food products may not always need to be returned. In many cases, clear photographs of the product, packaging and delivery box may be enough for us to assess the issue.

We are unable to cover return postage where the issue was caused after safe delivery, including incorrect storage, customer handling, a nominated safe place, or damage caused by pets, children or other circumstances after delivery.

Your statutory rights

This policy does not affect your statutory rights. If your item is faulty, damaged before safe delivery, damaged in transit, not as described, or does not meet the standards required by UK consumer law, please contact us and we will deal with it appropriately.